Returns & Refunds
Customer Care
A piece woven by hand should be a piece you love. If it isn't, you have 30 days to send it back for a full refund of the item price.
Return Window
30 days from delivery
Unused items in their original condition can be returned for a full refund — minus any return shipping cost.
Step 01
What We Accept Back
Returnable
Eligible Items
- Unused, unwashed condition
- Original tags attached
- Original packaging intact
- Returned within 30 days of delivery
- Proof of purchase (order number)
Final Sale
Not Returnable
- Items marked Final Sale at purchase
- Custom or made-to-order pieces
- Gift cards
- Items damaged from use or washing
- Items missing tags or packaging
Step 02
How to Return
- Email us at info@vivamaison.com.tr with your order number and the reason for return.
- Wait for our reply — we will confirm eligibility and send a return authorization, typically within 1–2 business days.
- Pack the item in its original packaging with all tags attached.
- Ship it to the return address below using a tracked service. We recommend insuring the package — we cannot refund items lost in transit back to us.
- Refund processed within 5–10 business days of our receiving the item.
Please Note — International Returns
Each VivaMaison piece is woven and finished in our Denizli workshop, and returns are sent back there. For orders shipped outside Türkiye, the return carrier cost is paid by the customer and is typically higher than a domestic return. We are always happy to help you choose the most economical tracked option — just ask when you request your return authorization.
Return Address
Where to Send It
Because every piece travels back to our Denizli workshop, we confirm the exact return address in the return authorization email we send you — this lets us route your return correctly and keep your shipping cost as low as possible.
So please email us first at info@vivamaison.com.tr with your order number before shipping anything back.
Please write your order number clearly on the outside of the package. Returns sent without a return authorization may experience processing delays or arrive at the wrong location.
Step 03
Refund Processing
Once your return arrives, we inspect the item to confirm it meets our return conditions. If approved, the refund is issued to your original payment method within 5–10 business days.
Refund amount: The full purchase price of the returned item. Original shipping charges are non-refundable unless the return is due to our error (wrong item shipped, defective product).
Return shipping cost: Paid by the customer, unless the return is due to our error. We do not provide pre-paid return labels for change-of-mind returns.
Alternative
Exchanges
Rather than a refund, you may prefer to exchange for a different color, size, or item. Email us with your preference and we will reserve the replacement piece.
Once we receive your return, the replacement ships within 1–3 business days. Any price difference is refunded to or charged on the original payment method.
Our Promise
Damaged or Defective?
We make it right.
Every piece is hand-inspected before it leaves our workshop. If something arrives damaged or defective, please contact us as soon as possible — ideally within 14 days of delivery — with photos, and we will replace it free of charge or issue a full refund, including original shipping.
No need to ship the damaged item back. We just need clear photos showing the issue.
Ready to start a return?
Email us at info@vivamaison.com.tr — we reply as soon as possible, typically within 1–2 business days.
Contact UsLast updated: June 1, 2026