FAQ
About Our Company
Who is Vivienne Sydney?
Vivienne Sydney is a fashion brand operated by Safe Shield Solutions, a company registered in Belgium. We focus on offering elegant, modern heels designed for women who value both style and comfort. Our products are carefully selected and shipped directly to customers across Australia.
Where are you based?
We are a Belgian company with registered address: Pachtstraat 3, 2000 Antwerp, Belgium. KBO number: 0795.539.263. VAT number: BE 0795 539 263.
Delivery & Shipping
What is your delivery time?
Once your order is placed, we take 3 to 5 business days to carefully process and prepare it. After dispatch, delivery within Australia typically takes 8 to 15 business days. The total delivery time is therefore between 11 and 20 business days.
How can I track my order?
As soon as your order has been shipped, you will receive a confirmation email with a tracking number, allowing you to follow your package every step of the way.
Do you ship internationally?
We ship within Australia only. We are a Belgian company that specialises in delivering goods to customers across Australia.
Returns & Refunds
What is your return policy?
You may return your item within 30 days of receiving your order if you are not completely satisfied. Items must be unworn, unused, and in their original condition with all tags attached.
How can I return an item?
To initiate a return, please contact our support team at info@vivienne-sydney.com. We will provide you with detailed return instructions within 1 business day.
Where should I send my return?
Returns must be sent to our designated warehouse. Please contact us first at info@vivienne-sydney.com and we will provide you with the exact return address and instructions.
How long does it take to process a return?
Once your return is received at our warehouse, it will be processed within 7 business days. Refunds will be issued to your original payment method.
Can I cancel my order after placing it?
Orders may be cancelled within 24 hours of purchase, as long as the package has not yet been shipped. After this time, your order is automatically processed to ensure fast delivery, and changes or cancellations are no longer possible. If you made a mistake or are unsure about your order, please contact us immediately after placing it.
Payment & Security
What payment methods do you accept?
We accept a range of secure payment methods, including:
- Credit & debit cards: Visa, Mastercard, American Express
- Mobile payments: Apple Pay, Google Pay
- Shop Pay, Maestro
Are my payment details safe?
Yes. All payments are processed through secure, encrypted systems. Your personal and payment information is fully protected and never shared with third parties.
Contact Us
- Store name: Vivienne Sydney
- Company name: Safe Shield Solutions
- Business address: Pachtstraat 3, 2000 Antwerp, Belgium
- KBO number: 0795.539.263
- VAT number: BE 0795 539 263
- Email: info@vivienne-sydney.com
- Phone: +61 480 893 016
- Customer support hours: Monday to Friday, 09:00 to 17:00 AEST
We aim to respond to all enquiries within 24 hours.