Viktor & Rolf Customer Service — Expert Guide

Brand context and where to start

Viktor & Rolf is a Dutch fashion house founded in 1993 by Viktor Horsting and Rolf Snoeren. Over three decades the label became best known for avant‑garde runway couture and a highly successful fragrance line: Flowerbomb launched in 2005 and Spicebomb for men in 2012. When you need customer service it matters whether your question relates to fashion (ready‑to‑wear or couture), fragrance, or a third‑party retailer — each channel uses a different process and timescale.

Always begin at the official brand sites: https://viktor-rolf.com for fashion and https://flowerbomb.com (and the Viktor & Rolf fragrance pages linked from the main site) for perfume enquiries. The official Instagram handle @viktorandrolf and the brand’s verified social pages can also direct you quickly to the correct contact form. If you bought through a department store or an online marketplace, that retailer is your primary point of contact for returns and refunds — brand teams typically handle only direct purchases or product authenticity queries.

How to contact customer service and what to prepare

Best practice is to use the brand’s “Contact” or “Customer Service” page and submit a request with all supporting details in one message. This minimizes back-and‑forth and speeds resolution. Expect an initial acknowledgement within 48–72 hours and a full reply within 7–21 days depending on complexity (international shipping, repairs, bespoke orders). If you need an immediate response about a safety recall or transit issue, indicate this clearly in the subject line and include order numbers and tracking IDs.

Prepare the following information before you contact customer service so the team can act immediately:

• Order number and date of purchase (invoice/receipt): mandatory for refunds or warranty claims.
• High‑resolution photos showing the issue (defect, damage, batch code on bottle base) and a short video if the problem is functional.
• Proof of purchase (digital receipt or original packing slip), retailer name, SKU or barcode, and the exact product name and size (e.g., Flowerbomb Eau de Parfum 50 ml).
• Your preferred resolution: refund, replacement, repair, or store credit; include your shipping address and phone country code for logistics.

Returns, refunds, shipping and international duties

For online purchases from a Viktor & Rolf EU site, EU consumers benefit from the statutory 14‑calendar‑day right of withdrawal for distance contracts (Directive 2011/83/EU). Beyond statutory minima, many luxury brands offer 14–30 day return windows for non‑used items in original packaging. Returned items must be unworn, with tags attached and original packaging; perfumes are normally only returnable if unopened and sealed to avoid hygiene and safety constraints.

International shipments attract VAT and customs duties. As a rule of thumb, EU customers pay the price inclusive of VAT (typically 17–25% depending on the country); buyers outside the EU will often be charged local import duties and handling fees on delivery. Fragrances are classified under HS code 3303 (perfumes and toilet waters) for customs. Always check the checkout’s shipping terms for who is responsible for import duties (DAP vs. DDP) and retain tracking numbers for any return courier — refunds are typically processed after the returned parcel is physically received and inspected, which can add 7–14 business days.

Repairs, alterations, bespoke and couture services

Viktor & Rolf offers different aftercare depending on product type. Ready‑to‑wear garments commonly have straightforward alterations through the brand’s boutiques or authorized ateliers; minor adjustments (hemming, taking in) typically range €50–€300 depending on fabric and complexity. Couture and bespoke pieces follow an atelier process: documented measurements, fittings, and multiple handwork stages. Lead times for couture commissioned work can vary from 8 weeks to 6 months — plan and book appointments well in advance.

For repairs under warranty, keep the original purchase documentation. Warranty coverage for manufacturing defects is separate from consumer returns and often requires inspection by the brand atelier. For items purchased through third‑party retailers, use the retailer’s repair or return channels first; Viktor & Rolf may require retailer confirmation before authorizing workshop repairs for items not bought directly from the brand.

Authenticity, batch codes and spotting counterfeits

Counterfeit perfumes and garments are common in secondary markets. Viktor & Rolf advises buying only from official stockists listed on the brand website or from the brand’s own e‑commerce platform. Price alone is the single most reliable red flag: discounts larger than 30–40% on current in‑season pieces or new fragrances typically indicate non‑authorized channels.

• How to verify a perfume: compare the batch code on the bottom of the bottle with the code on the box; check packaging quality (card stock, print registration, glue lines). Use independent batch‑code checkers (e.g., checkfresh.com) to confirm manufacturing date when in doubt.
• For garments: look for internal labels, consistent stitching, symmetrical pattern matching at seams, and professional finishing — take clear photos and compare with official product pages (SKU, fabric composition).
• If you suspect a counterfeit, stop use (perfume allergic reactions can occur) and contact customer service with photos, seller details, and your payment record — authorized teams can often confirm authenticity and advise on next steps.

Suggested message template for customer service

“Hello — I am contacting you about order #123456 placed on 2025‑08‑01 for Flowerbomb Eau de Parfum 50 ml. The bottle arrived with a crack at the shoulder (photo attached). Proof of purchase is enclosed. I would like a replacement or refund. Please advise next steps and a return label if necessary. My shipping address: [full address]. Phone: +[country code][number]. Thank you.”