What to expect
Our Business – Full Transparency
Who We Are
Vivienne Sydney is a fashion brand dedicated to offering elegant, timeless clothing for women. We are operated by the Belgian company NGM Express (CVR number: 0787.928.030, VAT number: BE 0787.928.030) but our focus is on serving the Australian market with modern clothing with a special attention to quality, comfort, and flattering fits.
Where Our Products Come From
Our collections are designed with Australian women in mind, and manufactured in carefully selected partner ateliers across Asia. By collaborating directly with trusted manufacturers, we can ensure quality and maintain fair pricing.
All orders are shipped from our international warehouse network straight to your doorstep. This allows us to:
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Offer a wide and ever-changing product range
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Keep prices fair and competitive
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Work closely with manufacturers to monitor quality
Delivery Times – Why Does It Take 8–12 Days?
The Explanation Behind Our Delivery Process
Because we ship directly from our overseas warehouses, our delivery times are slightly longer than traditional local boutiques. This is a conscious choice that benefits you through a larger selection and better prices.
Delivery Process in Detail:
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Order processing: 1–3 business days
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International shipping to Australia: 8–12 business days on average
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Tracking included: You’ll receive a tracking number by email as soon as your order is dispatched
We know waiting a little longer isn’t ideal, but we believe the balance of style, quality, and affordability is worth it.
Our Return Policy – Full Transparency
30-Day Return Policy
If your purchase doesn’t meet expectations, you can return it within 30 days of delivery.
Return Costs
We want to be clear: returns are not free.
You’ll be responsible for the return shipping back to our warehouse. This system helps us keep overall prices fair for all customers.
How Returns Work
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Email us at info@vivienne-sydney.com to request a return.
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We’ll send you the return instructions and warehouse address.
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Send the item(s) with a trackable shipping method.
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Once received, your refund will be processed within 7 business days back to your original payment method.
Product Quality and Pricing
Our Quality Promise
We don’t sell fast-fashion throwaways. Every piece is curated to strike the right balance between style, comfort, and quality at a price point that makes sense.
How We Keep Prices Fair
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Direct partnerships with manufacturers
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No physical retail overheads
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Streamlined international logistics
Contact and Customer Service
We’re here to help – always.
Email: info@vivienne-sydney.com
Customer Service Hours:
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Monday–Friday: 8:00 – 20:00 (AEST)
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Saturday–Sunday: 9:00 – 16:00 (AEST)
We aim to respond to all inquiries within 24 hours.
Our Commitment to Transparency
At Vivienne Sydney, we believe in straightforward, honest communication. That’s why we’ve created this page: so you know exactly how we work, what to expect, and why our model benefits our customers.
If you have any questions, we’re just an email away.