• Frequently asked questions

How do I know if the product I am buying is genuine?

As we are the official online shop for Vivienne Westwood Ltd you can rest assured that all items sold on our site are authentic Vivienne Westwood products. We appreciate that we may not stock every item in our collection in which case you may wish to make a purchase through another online retailer.  Please check our list of stockists to ensure that you are buying from a genuine stockist.
If you are purchasing Vivienne Westwood products online outside of www.viviennewestwood.co.uk / www.viviennewestwood.com, please be sure to first read through our points to look out for to ensure your purchases are authentic.


What is the cost of delivery when I order from Vivienne Westwood’s online shop?

UK and Channel Islands
Next Working Day Delivery  – £8
5 Working Days     – £5.50

EEC Countries
- under 500g  5 working days   – £12
- over 500g   5 working days   – £20
Next Day Delivery  – £45

Rest of World
- under 500g  1 – 4 working days   – £20
- over 500g   1 – 4 working days   – £25

Please Note that due to weight of item, an additional £3 will be charged per pair of shoes ordered.
All items will require a signature upon delivery and can only be delivered to one address, no alternative address can be given once the item has been dispatched.

What payment methods are accepted?
We accept Visa, MasterCard, Delta and Switch/Visa and Delta payments. If you are shopping from North America, Canada, Australia, New Zealand or the EEC, your credit card company will convert the transaction to your local currency.


When will my order be dispatched?

Successful orders placed on our website will be processed on the following working day. When choosing ‘Next Working Day Delivery’ orders must be placed before 3pm.

Saturday deliveries may be delivered by a different courier service that you have selected. please note that we are not open on Bank Holidays. Occasionally we require further information in order to process orders, if this is the case you will be contacted and maybe requested to provide information confirming your identity and address.
Once your order has been packed and shipped you will receive an email with details of how you will be able to track your item.


What items can I return?

We will happily exchange or refund all unworn items within 14 days of delivery with the exception of Earrings, Underwear, Books, CDs and Perfume.
Please return all items in their original packaging with the swing tags attached. Shoe boxes should be protected and returned back to us undamaged as they are seen as being part of the product, damage to the box may lead to the item becoming non refundable.
Please note that Vivienne Westwood is not able to cover the cost of return postage, however we will ship your exchange out to you free of charge.


What shall I do if I wish to Exchange an item?

If you have bought the wrong size, received a damaged item or would prefer to exchange for a completely different item altogether, then please return your product to us within 14 days of delivery and we will happily send out the alternative to you at no extra charge to yourself. Please note that we will only offer this service once per order and this applies to all items with the exception of Earrings, Underwear, Books, CDs and Perfume.


What size should I buy?

Next to each product you will find a small tape measure icon this will take you to our sizing charts which should help you to find which size to take. If you require further assistance please do not hesitate to contact our Customer Service Team either by emailing or calling +44 (0)20 7915 2461 where someone will be happy assist you.


Do you offer Tax Free Shopping?

Items bought from and being shipped outside of the European Union will be charged minus the VAT which is currently 20%. When importing to the USA, Canada, Australia and New Zealand local taxes maybe charged on your shipment.


What should I do if I have received the incorrect item?

If you have received the incorrect item we would like to apologise for the disappointment that we are certain that this has caused. Please return the incorrect item to us by recorded delivery (the cost of which will be refunded to you) and we will send out the correct item as soon as the return reaches us. If you could also contact our Customer Service team either by emailing or calling +44 (0)20 7915 2461 we will be able to anticipate the arrival of the returned item leading to a speedier turn around.


What is ‘Things I Love’?

‘Things I Love’ is your very own Vivienne Westwood scrap book. You can drag images from our most recent ad campaign, catwalk show, products from our shop and videos into your ‘Things I Love’ bag to view again at anytime. You will also be able to view your shopping bag here, create outfits and looks by moving items around as you see fit.


Where am I able to spend gift vouchers or store credit?

Gift Vouchers and Credit Notes issued by Vivienne Westwood Ltd can be redeemed at the following shops:

18 Conduit Street, London, W1S 2YL
+44 (0) 20 7478 2060

44 Conduit Street, London, W1S 2YL
+44 (0)20 7439 1109

15/17 County Arcade, Leeds, LS1 6BW
+44 (0)11 3245 6403

Cavern Walks
8 Matherw Street, Liverpool, L2 6RE
+44 (0)15 1227 2700

6 Davies Street, London, W1Y 1LJ
+44 (0)20 7629 3757

12 Flying Horse Mall
Poultry Street, Nottingham, NG1 2HN
+44 (0)11 5941 7300

1 Hood Street, Newcastle, NE1 6JQ
+44 (0)191 260 5220

430 Worlds End, London, SW10 0LJ
+44 (0)20 7352 6551

Unit 43/44 Princes Square
48 Buchanan Street, Glasgow, GI 3JN
+44 141 222 2643

Unfortunately we are unable to accept these methods of payment when issued by one of our Franchises. For a full list of these please check our Store Directory.

At present we do not accept Gift Vouchers or Credit Notes issued by these shops as payment for online purchases.

Please be informed that we are no longer accepting credit notes and Vivienne Westwood gift vouchers issued by Hervia Limited, which was dissolved on 4 July 2013.


How do I care for my Squiggle Satchel?

Please avoid using your satchel in heavy downpours. If the leather does get wet, please wipe off any water and allow it to dry naturally. Following this we would recommend that you apply a leather protection cream to help repel water and nourish the leather, however please remember to test any product on an unobtrusive section of your bag beforehand.

  • If left in direct sunlight there is a chance the colour of your satchel may fade.
  • You may choose to care for your leather satchel as with other leather products using an appropriate protector. Please remember to test any product on an unobtrusive section of your bag beforehand.
  • Your bag will age over time, please don’t panic as this is normal as it is a natural product. Ordinary Vaseline works well on minor scuffs and abrasions to buff your satchel.
  • Please be aware that highly coloured dyes in the leather may transfer across to lighter clothing and vice-versa – we cannot accept responsibility when this occurs.

We recommend the following care products from Collonil to assist in prolonging the life of your bag. These are all available to purchase in Cambridge Satchel stores.

The Collonil Delicate Cream
Cleans & cares for leather.
Cleans & softens the surface of the leather.Revives and restores colours

Collonil Waterstop Spray
High grade waterproof protection spray for all leathers.
Waterproofs and prevents dirt penetration.
Contains UV filters to prevent colour fade.

Collonil Organic Protect and Care
Contains Olive oil as the active ingredient to waterproof & soften.
Highly effective waterproofing spray.
Suitable for all products made from leather, nubuck and suede.
Can also be used on textiles.
Solvent & propellant free.

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