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Easily edit your personal and payment information.
View your order history.
View the status of your recent orders.
How do I register?
Firstly, click the account icon in the home navigation bar, then click the 'sign up' link,
and fill in your email address, password and name as required. Finally, click the 'create account' button.
I forgot my password, what should I do?
Click the account icon in the home navigation bar,
then click the ‘Forgot your password?’ link. Follow the instructions to reset your password.
How do I track my order?
Once your order ships, you’ll receive a shipping confirmation email.
This email will include your tracking number and a link to check order status.
You can also go to your account page to check order status.
Can I cancel or change my order?
To cancel the order, please contact our customer service as soon as possible.
If the product has been shipped or you have received a shipping confirmation email,
the order status cannot be modified.
What payment methods can I use with my order?
Currently, we provide various payment methods (Paypal, Credit Card and so on). Please refer to the payment process page after completing the personal information. If you have any questions, please contact email@example.com.
Is it safe to purchase items on vivaiacollection.com?
Absolutely! it is safe to shop at vivaiacollection.com.
All your personal information and credit card will be encrypted.
Before confirming the transaction, our payment department will check whether
there is fraud in each transaction to ensure your safety.
When will I be charged?
As soon as an order is completed, a payment authorization will be automatically made to verify the validity of a card and any available funds.
However, the order amount will not be debited at this stage; any amounts will be debited when the item(s) is shipped,
and an email confirmation of this shipment will be sent to you.
In some cases, taxes may be recalculated at the time of shipment and totals may be different than
what is reflected on your order confirmation.
In the event that you have chosen to pay for your item(s),
via PayPal, the total amount will be debited from your account when your order has been shipped.
What shipping methods are available, and how much does shipping cost?
We provide two kinds of logistics services:
1. Standard Shipping: For all postal countries, orders over $75 can be exempted from Standard Shipping fee (for orders under $75, Customers need to pay $6.99 for the Standard Shipping ).
2. Expedited Shipping: Some countries(US,GB,DE,AU,CA,KW,JP,IT,AE) trial operation of expedited shipping service, (Estimated to be delivered on 3-5 business days), and cost $15.99. Expedited Shipping Services in other countries are under preparation.
Do you ship internationally?
Yes! We currently ship to most countries in the world. You can double-check on the shipping page.
If you can't select your country on the shipping page,
kindly send us an email and we'll do our best to get you a pair to you.
How can I track my order?
We will send you a shipping confirmation email with your tracking number as soon as the order is sent.
How long will it take to get my order?
Processing time usually takes between 1-2 business days but may take longer due to a high volume of orders.
Shipping time also can vary from region to region, but delivery will occur within approximately 1-2 weeks.
For more information, please visit our shipping page.
How do I change my address once an order has been placed?
Please contact customer service immediately to change your address before the shipment.
Once the items are shipped, the address cannot be changed.
Returns and Exchanges
What conditions need to be fulfilled to return an item?
Your items are unworn, undamaged, in re-sellable condition (i.e. no creases or wear on soles)
and in their original packaging.
Your return request can be achieved for the issues on quality, size and color only.
Your return request is submitted within 14 days of receiving your original order.
- Any orders that have already been packed or shipped cannot be canceled.
- No returns can be made on products sold at discount or clearance.
- VIVAIA is not responsible for the return process.
- VIVAIA reserves the right to refuse returns that do not meet these criteria.
How do I return an item?
We currently only provide online returns.
Follow these steps to return an item:
Step1: Fill in the order number and email address on the returns & exchanges page.
Step2: We will send you a return address and the relevant information.
Step3: Prepare your package and pack your merchandise and all its contents (including box and dust bags) securely.
Step4: Deliver your package. Make sure you get a receipt and code for tracking your parcel online.
We’ll pop you an email as soon as your return has been processed.
How long does a refund take to process?
Once your return is received, it will be thoroughly inspected following our Returns Policy.
Please allow us 2 working days to process your request.
Once accepted, you will receive an email confirmation of your return and refund.
The time it will take for the refund to post to your bank account, PayPal account or credit card varies.
Do you offer free shipping on returns?
Congratulations! Free returns and exchanges have been implemented in the United States on a trial basis, Customers who need returns and exchanges please contact firstname.lastname@example.org immediately, and our customer service will give you free return label. Free returns and exchanges in other regions are still in preparation, let's look forward to it!
VIVAIA’ s Responsibility
Shipping the wrong item (size, style, color) or defective item
Incorrect order (size, color) or unwanted item
Place your shipping label on the outside
of the box. Once accepted, a refund in
full the original product price and its
return shipping fees will be provided.
Customers will be responsible for
return shipping charges.
Do you offer exchanges?
Our exchange process is currently under construction.
To exchange an item, please follow the return procedures listed above
and place a new order online for your replacement item.
How to get a coupon code?
Subscribe to our newsletter and you can get a $5 off coupon. The coupon code will be automatically sent to your email and your VIVAIA account.
Please note: the coupon code is only valid for 7 days.
How to use a coupon code?
If you have not registered, please go to your subscribed mailbox to find the coupon code and copy it. Then, go to the shopping cart page, paste the code in the discount bar and click Apply.
If you already have a VIVAIA account, simply log in. You can easily select the coupon codes in your account when you click the discount bar at your shopping cart.
Refer a friend
How does the referral program work?
For every friend you refer that places their first order through your referral link, they'll get 20% off an order of $99 or more (prior to shipping and taxes), and you'll get 20% offcoupon as a or rewards that can apply on your next order.
How do I share?
There are many different ways to share to others. Simply visit this link to see how you can share by your email,facebook, instagram or URL link.
Please note: self-referrals are not allowed; referred friends must be a new customers.
How do I apply a referral discount?
If you have been referred by a friend: click their referral link and enter you email to verify that you are the recommended one. you'll get an email confirming your 20 %off reward has been added to your account.Then, you can pply that discount in checkout page which will show up when you click the promo code box.
Please note: your order must be total at least $99 without adding shipping and taxes.
If you have referred friends: once your friends has made their first purchase, you will receive an email to notify about your rewards coupon.
Please note: we cannot retroactively apply referral discounts to previous orders.
Do I need to spend my coupon as soon as i get it?
If you have been referred by a friend：You will have 7 days to place an order before the coupon expired.
If you have referred friends: You will have 30 days to place an order before the coupon expired.
Can I use my coupon with another promo code?
Unfortunately, only one promo code can be used at one time.