- What is a wish deposit (意愿金) and how is it different from a real order?
- A wish deposit is a small, fully-refundable pre-production reservation. It signals demand to the atelier but does not commit either party to a completed sale. If enough wish deposits accumulate to unlock the atelier's minimum production batch within the disclosed window, the wish converts to a deposit + balance order and the atelier proceeds. If the interest threshold isn't hit, every wish deposit is refunded in full. Wish deposits are separate from the ultimate piece price — if the wish converts, the deposit is credited against the deposit + balance total. New wish listings are currently paused; the mode is preserved for existing wish orders in flight.
- How is "deposit + balance" different from "direct buy"?
- Direct buy means the piece is held in the atelier's finished-goods stock. You pay in full at checkout, we run pre-shipment QC, and dispatch. Deposit + balance is a pre-production reservation: you pay a deposit (typically 30–50% of the piece price) at order, the atelier reserves a run slot, and once the piece has been produced and passed QC we invoice the balance (piece price + shipping + optional shipping insurance) for settlement before international dispatch. Both modes converge on the same fulfilment path once the piece is ready to ship.
- How long does international shipping take?
- International express typically takes 3–7 business days from dispatch to delivery. All parcels ship from a consolidation partner in Ningbo, China, via DHL Express, FedEx, UPS, EMS, or SF Express — chosen at dispatch based on the destination and the carrier quote. Estimated delivery time does not include customs holds, which are unpredictable and not within our control. Handling time (order acceptance to dispatch) is a separate 3–7 business days for finished-goods pieces; deposit + balance and wish modes add the atelier's production time in front of that.
- Who pays customs duty, import VAT, or GST?
- You do. Every VivyVeil shipment is delivered DDU / DAP (Delivered Duty Unpaid / Delivered At Place), which means the customer is the importer of record and pays destination customs duty, import VAT or GST, and any brokerage fee directly to the carrier at delivery. We do not offer a Delivered Duty Paid (DDP) program and we do not collect or remit destination duty on your behalf. If you would like a non-binding pre-purchase estimate of likely duty for a specific destination and piece, email support@vivyveil.com.
- Do you declare the honest value on the customs invoice?
- Yes, always. We declare goods at the actual commercial value on every customs invoice — the price you paid us, exclusive of international shipping and duty, consistent with the World Trade Organization Valuation Agreement. We never undervalue, mislabel, split a single piece across multiple parcels to dodge de-minimis thresholds, or misrepresent a purchase as a gift — regardless of whether a customer requests it. If you ask us to undervalue, we will decline the request and may cancel the order.
- Can I return a piece if I change my mind?
- You have a 14-day return window from delivery for direct-buy and deposit + balance orders where the piece was delivered as described. Return shipping to our consolidation partner is your responsibility unless the piece was defective, misdescribed, or damaged in transit — in which case VivyVeil covers return shipping and refunds or arranges a remake at no cost to you. Deposits on deposit + balance orders are refundable up to atelier production start; after production start the deposit is retained if you cancel. Wish deposits are always fully refundable if the wish doesn't convert. Full detail is in the Refund Policy.
- What if the piece arrives defective?
- Email support@vivyveil.com within 7 days of delivery with photos and a description of the issue. Pre-shipment QC catches most problems before dispatch, but when a defect slips through we cover it end to end: refund plus prepaid return, or an atelier remake at our cost — your choice. "Defective" here includes material flaws (open seams, snapped closures, misprinted panels), colour or trim deviation from the listing, and sizing outside the tolerance shown on the size chart. Normal wear from careful try-on within the return window is fine.
- Are these pieces authentic? Do you sell replicas?
- VivyVeil works exclusively with independent ateliers we've directly onboarded — no marketplace resellers, no unauthorised replicas, no counterfeits of luxury brands. Every listing is re-photographed and re-copywritten by us before it goes live. If you see something on our archive that you believe infringes third-party IP, email us at legal@vivyveil.com with the specifics and we will investigate and take action within 5 business days. Full policy is on the Authenticity & IP page.
- How do I know if a piece will fit me?
- Every product page shows the atelier's measurement chart per size (bust, waist, hip, length in centimetres). Because many of these are small-batch atelier pieces, sizing conventions vary by workshop — always cross-check the chart against your own measurements rather than assuming a Western size letter (S/M/L) will map cleanly. If a piece has structured tailoring or a fitted silhouette, we surface the "close-fit" tolerance in the size guide. For bespoke sizing options on select ateliers, email the concierge at concierge@vivyveil.com before placing the order.
- Which countries do you ship to?
- VivyVeil ships to most destinations served by DHL Express, FedEx, UPS, EMS, or SF Express from mainland China. The most common destinations we serve are the United States, Canada, United Kingdom, Australia, Japan, South Korea, Singapore, and the EU (Germany, France, Italy, Spain, Netherlands, Nordics). Some countries are excluded for sanctions or export-control reasons; those orders are surfaced at checkout with a clear refuse-and-refund path. For unusual destinations not listed at checkout, email support@vivyveil.com — we can usually source a route.