Frequently Asked Questions
Frequently Asked Questions
Getting Started
What is Vivrelle?
Glad you asked! Vivrelle is a members-only club providing access to coveted designer handbags, jewelry, watches and diamonds for a monthly membership fee.
Membership is separated into four closet tiers - Premier ($45/month), Classique ($119/month), Couture ($219/month), and Couture+ ($309/month).
Learn more by visiting our How it Works page.
What does Vivrelle mean? How did it come to be?
Vivrelle [’vivrel] is derived from two French words: “vivre” meaning “to live” and “elle” meaning, “she.” With Paris being the epicenter of fashion, we infused that legacy into our brand by creating a name – and a club – that focuses on making women feel alive.
How do I apply to be a member of Vivrelle?
We're excited to potentially have you as a member of the Vivrelle community! Click “Apply” at the top right corner of the Vivrelle homepage to apply. Once we receive your application, our team will review to ensure we're a good match for one another. You can learn more about this process in our Terms and Conditions.
How much does it cost to join Vivrelle?
Applying to Vivrelle is cost-free! When you apply, you'll pick which of our four closets you'd like to access - Premier ($45/month + tax), Classique ($119/month + tax), Couture ($219/month + tax), and Couture+ ($309/month + tax).
What is the difference between the four memberships?
Vivrelle is separated into four closets: Premier, Classique, Couture and Couture+.
Premier ($45/month):
- Borrow one (1) item per month from a collection of jewelry with an estimated retail value up to $1,000 and select handbags. Premier can also be added to any of the existing memberships plans.
Classique ($119/month):
- Borrow one (1) item per month with an estimated retail value under $4,000.
Couture ($219/month):
- Borrow one (1) item per month with an estimated retail value over $4,000. This also includes rare, unique and limited edition pieces.
Couture+ ($309/month):
- Borrow two (2) items at a time: one (1) item from the Classique closet and one (1) item from the Couture closet.
How long can I keep my item for?
To provide the most value to our members, we ask that you keep items for a minimum of 30 days, but you are able to keep them for as long as you would like!
Can I pre-reserve an item for when I need it?
We know things come up last minute, but our items are only available on a first-come-first-serve basis.
Why do you require a three month minimum membership?
Vivrelle is built on loyalty. Having a three month minimum ensures we are building a community of members who want to wear and experience a variety of luxury accessories from our closet versus joining for one-time use.
Coverage & Shipping
Where do you ship?
Vivrelle currently ships within the United States. We hope to ship internationally soon!
How much does shipping cost?
For you? Nothing! The cost of standard shipping and returns for your items are included in your monthly membership fee.
If you'd like to get your item faster, select one of our expedited shipping options during checkout. We offer FedEx 2-Day and Overnight options for an added fee, which is charged to your card on file.
Email us at membership@vivrelle.com for additional information on shipping and processing times.
How long does it take to receive an item?
All deliveries are sent via FedEx standard express shipping unless an alternative shipping method is selected in checkout. We offer FedEx 2-Day and Overnight options for a fee (charged to your card on file). If you are based in NYC, feel free to reach out to coordinate a same-day pickup from our Midtown location!
Standard Shipping:
- Orders placed Monday through Thursday prior to 1pm ET will be processed within 24 hours
- Orders placed after 1pm ET on Friday will be shipped out the following Monday
Expedited Shipping
- The cut off for expedited shipping (i.e. FedEx 2-Day and Overnight) orders is 1pm ET Monday - Thursday
How do I track an item I've borrowed?
Your tracking number can be found on your My Account page.
How do I return the items I'm borrowing?
When you are ready to place an item back in Vivrelle's closet, simply pack it up and return it with the shipping label included in your original package. We recommend dropping off your item with the carrier directly and obtaining a receipt.
If you need a new return label, you can reprint one directly from your My Account page.
I lost my return label. How do I get a new one?
If you need a new return label, you can reprint one directly from your account page, or click here.
What if I damage an item?
Your membership fee includes a base coverage policy; however, you have the option to upgrade your policy for $18/month when you select your monthly membership.
- Base Policy: Covers normal wear or tear. Should an item be returned in severely damaged condition, you are responsible for paying a deductible based on the cost for Vivrelle to fix or replace the item.
- Upgraded Policy: Should an item have accidental damage beyond normal wear or tear, you are covered.
Under both policies, you must be in the care, custody and control of your item at all times. The only place an accessory can be left unattended is in your residence or hotel room.
If the item is not returned and you terminate your membership, you are responsible for paying the members price of the item back to Vivrelle. See more detail in our Membership Agreement.
If your item has been stolen, please contact us at membership@vivrelle.com. Coverage is subject to our insurance policy and terms and conditions.
Account Services
How do I swap the item I'm currently borrowing for a new one?
When it comes to swapping your items, once the 30 days are up and you are eligible for a swap, you can go to your My Account page, and click return on the item you currently have. This will allow you to place a new order. Once we receive your returned item in our fulfillment center, we will ship out your newly ordered item.
Please note, we ask that you keep items for a minimum of 30 days, but you are able to keep them for as long as you would like!
How can I change my password?
Go to your My Account page and you can edit your profile, including your password, at any time.
I want to freeze my account. Is that an option?
Of course! You have the option to freeze your membership at any point for just $10/month. As soon as you want to come back, you can re-activate immediately and add something new to your closet. Learn more in our Freeze Policy. To freeze (or unfreeze) your account, click here.
Can I cancel my membership?
We’d be sad to see you go, but at any time after your first three months as long as your item has been returned and received by Vivrelle, you may cancel your membership. To cancel, click here.
What if I'm unhappy with my item? Can I get a refund?
If a member is ever unhappy with their item and would like a refund, they may email membership@vivrelle.com and a member of our team will be happy to assist.
Do you offer gift cards?
Yes! Visit our Gift Cards page to learn more.
I'm a Classique member. Why can't I borrow Couture items?
You are only able to borrow items from the closet associated with your membership, but upgrading your membership is easy and we encourage it! Click here to upgrade.
Where do I go if I have more questions?
Team Vivrelle is just an email away! You can reach us at membership@vivrelle.com.
Our Closet
How often do you add new products?
We add new products weekly! Follow us on Instagram @vivrelle to stay up-to-date on new styles added; we post sneak peeks in our stories before items are released on the site.
Our team of buyers are constantly looking for new and exciting pieces we think our members will love, so if you are a member, be on the lookout for new arrivals to add to your closet!
How do I know the items I'm borrowing are authentic?
Authenticity is of utmost importance to Vivrelle. Every item we offer is authenticated by the Vivrelle team or third-party experts. For questions regarding authenticity, please contact us at membership@vivrelle.com.
What condition are the items in?
The condition of each item will vary. Sometimes you will be the first to experience an item and other cases the pieces will be vintage and you may notice signs of wear. If you wish to discuss condition of a certain item further, please contact us at membership@vivrelle.com.
How do you insure items arrive clean and ready to wear?
We know you have high standards and so do we! Every time an item is returned, it goes through a careful inspection and thorough cleaning process before being sent out to the next member.
I want to borrow an item that I don't see on Vivrelle. Can I request it?
Of course! Our members are essential in helping us curate Vivrelle's offerings! If an item you're currently loving isn't offered on our site, email us at membership@vivrelle.com so we can add it to our shopping list.
I have something borrowed and I love it! Can I buy it?
Absolutely! We love seeing our members fall in love with their items. As part of your membership, you receive discounted prices to purchase items from Vivrelle's closet. On top of this, we also apply a portion of your membership fee towards the purchase. If you'd like to inquire about buying an item, please email us at membership@vivrelle.com. Please note all sales are final. Gift cards and membership credit cannot be applied toward purchases.
I love an item in the collection! Can I purchase something I haven't borrowed?
Yes! Active members are able to purchase any item currently available on our site.
As part of your membership, you receive discounted prices to purchase items from Vivrelle's entire closet. Kindly let us know what item you would be interested in purchasing by sending a link to the available item on our site or let us know if you would like to purchase the item you are borrowing, and we will be happy to provide you with a quote! Submit any purchase requests to membership@vivrelle.com. Please note all sales are final. Gift cards and membership credit cannot be applied toward purchases.
How do you get your products?
We have partners all over the world who carefully curate items for our members.
How is Vivrelle related to the brands of the luxury items available on the site?
Vivrelle has the utmost respect for luxury brands, but is not associated with, or affiliated with, the brands that design the luxury goods we rent and sell. We are not sponsored by any of the brands. If you have any questions about the goods on our site, please contact us at membership@vivrelle.com, as the brands are not involved in our rental process.
What is Premier? Why should I add it to my existing membership?
Premier provides members with the option to borrow jewelry with a retail price up to $1,000 or select handbags for just $45/month. Members also have the ability to add this tier to any existing membership plan, to experience an additional item per month!
How are bags selected to be included in the Premier closet?
The Premier closet includes items that offer additional value to other tiers, items either at a lower price point or that complement your look as a second or third option.
Click here to complete your look by adding Premier to your existing membership!
Do the tiers of items in the closets ever change?
At Vivrelle, our inventory is constantly evolving to offer you the best selection of luxury items. This means that the tier of an item within our closets may change over time.
For instance, if the retail price of a handbag initially categorized under Classique surpasses $4,000 due to market fluctuations or updates in designer pricing, it may be moved to the Couture closet. Feel free to reach out to membership@vivrelle.com if you have additional questions.
