FAQ
What Payment Methods Do You Accept?
We accept the following payment methods:
- Visa
- Mastercard
- American Express
- Discover
- Diners Club
- Shop Pay
- Shop Pay Installments, where available
- Apple Pay
- Google Pay
- PayPal
Available payment methods may vary depending on your location, device and eligibility and will be displayed at checkout.
What Are the Delivery Times?
Each order is generally processed within 1 to 2 business days, excluding weekends and public holidays.
Once dispatched, delivery usually takes 4 to 10 business days, for a total estimated delivery time of 5 to 12 business days after your order has been confirmed.
Occasional delays may occur due to carriers, public holidays, weather conditions, customs processing or other circumstances outside our control.
How Much Does Shipping Cost?
Standard tracked shipping is free on all orders.
There is no minimum order value required to qualify for free standard shipping.
Can I Track My Order?
Yes. As soon as your order has been shipped, you will receive a tracking number by email so you can follow your parcel during delivery.
What Is Your Return Policy?
You have 60 days after receiving your order to request a return.
To be eligible for a change-of-mind return, the item must be:
- New
- Unused
- Undamaged
- Returned in its original packaging
Return shipping costs are the customer’s responsibility for change-of-mind returns.
If your item is faulty, damaged, incorrect or does not match your order, please contact us so we can provide an appropriate solution in accordance with applicable consumer rights.
To request a return, contact us at:
When Will I Receive My Refund?
Once your return has been received and inspected, we will notify you by email.
If your return is approved, the refund will be issued to your original payment method within 10 business days.
Your bank or payment provider may take additional time to make the funds available.
How Can I Contact Customer Support?
For questions about your order, products, delivery or returns, you can contact us at:
We aim to respond to customer enquiries within 24 business hours.
Are Payments Secure?
Yes. Payments are processed through secure payment providers such as Shopify Payments and other payment methods available at checkout.
Payment information is processed in accordance with applicable security standards, including PCI-DSS. Vivalias does not directly store your full credit card number.
What Should I Do If My Product Arrives Damaged or Faulty?
Please contact us as soon as possible at contact@vivalias.com, including your order number and clear photos or videos of the issue.
Depending on the circumstances and the consumer rights applicable in your country or region, an appropriate solution may be provided, including a replacement or refund.
This policy does not affect any mandatory consumer rights available under applicable law.
Can I Modify or Cancel My Order After Placing It?
An order may be modified or cancelled as long as it has not yet been processed or shipped.
Once an order has been prepared or shipped, it is generally no longer possible to cancel it.
This does not affect any mandatory rights available under the consumer laws applicable in your country or region.
Vivalias also accepts eligible return requests within 60 days of receiving your order, in accordance with our Return Policy.
For modification or cancellation requests, please contact us as soon as possible at:
