ORDERS
How do I know my order has been placed?
Once you have placed your order through our website, you will receive a confirmation e-mail thanking you for your order and a follow up email notifying you that it has been shipped.
Is it possible to cancel my order?
Once your order has been placed it is not possible to cancel your order. You are welcome to return the order once received for a full refund.
Do you charge for delivery?
All of our UK deliveries are sent through Royal Mail.
For all UK deliveries we offer:
Royal Mail
Standard 2-3 working days: £4.95
Royal Mail
Next Working Day: £9.95
For all EU deliveries we offer Parcel Force deliveries.
Parcel Force Standard: £8.80
All international orders are subject to duty that will be the responsibility of the
customer to fulfil.
Do you ship internationally?
Yes, we offer shipping for the whole of the UK and Europe.
On account of the current situation in the United States of America, we do not
offer shipping at this time. Apologies for any inconvenience.
RETURNS
How do I return my order?
All ready-to-wear items have a 30 day returns policy. Please return your item within the original packaging with all labels still attached and no signs of wear to 23 Heneage Street, Unit F, London, E1 5LJ.
Once the piece has been received and inspected it will take 10 days for the return to be actioned. We do not offer paid returns at this time.
How long is the returns policy?
All ready-to-wear orders have a 30-day return policy.
Can I return my trove item?
If your Trove item was made to measure, we do not offer any refunds. If your Trove item was not made to measure, please follow the returns process as you would for any other order.
How long till I receive my refund?
All refunds may take up to 10 working days to process from the date received. For more information, please read our Returns Policy.
Products
What is Trove?
Trove is our cabinet of curiosities. In it you will find, one-of-a-kind pieces made with fabrics that cannot be repeated or made again, items that are limited edition and items that are made to order. Check in regularly to see what you can find!
What sizes do you offer?
As a small independent company, we have had to make the tough decision to start by selling our ready to wear line in S, M and L.
You do not offer my size, can I buy a product anyway?
Yes, in our Trove suite we offer all of our products made to order in XXS, XS, XL and XXL so no one is left out!
What is the process for ordering a made to order piece?
Once we receive your order, you will receive a confirmation email and the process will begin. Made to order pieces usually take 2-3 weeks to complete, we will send you updates on your pieces so you know what is happening and see your product come to life. Once finished, you will receive an email confirming shipment.
Do you offer a warranty for Vidou London pieces?
Yes, all of our Vidou products have a lifetime warranty for manufacturing issues. If you ever come by one of these, please email us at hello@vidoulondon.com and we will rectify this issue.
The Piece I want is out of stock, will it come back in stock?
Vidou pieces are made in small quantities to maintain that feeling of wearing something unique that not everyone has. For all of our core items, we will regenerate stock in different fabrics. We consider these pieces the foundations of Vidou and hope to always have them in a variety of colours.
For all Trove pieces, as noted on the Trove page and product page, these are one-of-a-kind and will not be restocked unless mentioned otherwise.
