Returns & Exchanges
At VIVAIA, we take every single customer seriously and are committed to resolving their issues to their satisfaction. All of our items undergo strict quality control checks before being sent out to our customers.
If you have an issue or are not satisfied with your purchase, please Contact Us directly, and we will offer you solutions according to your case. We will confirm whether you need to return the item(s） and to which address you return it.
1. Online purchases (Final sale items and gifts excluded) made through VIVAIA are valid for exchange and return within 30 days from the date you've received all your item(s). Orders purchased between November 20,2021-December 24，2021 are allowed to be 45 days of delivery.
2. Items must be unused, undamaged, come with all original tags and their original packaging. If not, the customer is responsible for all incurred fees and no refund will be issued.
3. Free returns and exchanges have been implemented in the United States. We'll be mailing you a prepaid shipping label once we confirm your return request. For other countries，we currently do not cover return shipping costs. Please send the items back to us with the registered mail shipping that has a valid tracking number. DO NOT send using fast shipping or a courier service such as DHL, FedEx, or UPS, there will lead to high customs tariffs and the charge will be up to the customer to pay.(We are working hard on offering a more friendly return policy for international customers)
4.Please contact us first before you request a return. We will be in touch with instructions for return after we receive your return request and solve your issue as soon as possible. Any return without our authorization is non-refunded.
Submit a request on the Contact Us page.
Our support team will follow up with your return request.
Prepare your package.
Deliver your package.
How do I return an item?
Step 1: Select the type of return problem on the Contact Us page, providing the order number and your email as required.
Step 2: We'll reach out to you with instructions for return after we receive your return request.
Step 3: Prepare your package and pack your merchandise and all its contents (including box and dust bags) securely.
Step 4: Deliver your package. Make sure you get a receipt and code for tracking your parcel online.
How to issue a refund or exchange after I return the items?
Once we receive your returned items, we will process the refund or exchange according to your request.
For the refund, the refund time will depend on the payment method you used for your order.
- PayPal refunds may take up to 3 business days to process and appear in your account.
- Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company.
For exchange, it will take up 3 business days for us to arrange the reshipment for you. Once we ship the replacement out, we will send you a confirmation email.