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FAQ

FAQs

Account
1. What are the benefits of having a VIVAIA account?
Having a VIVAIA account gives helps you to:
  • Manage & track your orders
  • Check your order history
  • Special discount for first timers.
2. How do I register?
Registering is easy; click Sign in . Fill in your email address and choose a password. After that just click the ' Create Account ' button and you are good to go.
3. I forgot my password, what should I do?
If you forget your password, just click “Forgot your password?” on the “ Login ” page. Enter your email, and you will receive a password reset link in your email inbox.
4. How do I unsubscribe from any of your mailing lists?
Please click the “unsubscribe” button at the bottom of any email to unsubscribe.
If you are having trouble to unsubscribe, please Contact Us.
5. How does the referral program work?
For every friend that makes a purchase through your referral link, they'll get 20% discount on their first order over $99. After your friend successfully paid, you'll get 20% discount on your next purchase. Check Here for more information.
6. How to use a coupon or promo code?
If you have a discount code from our website or received one from our emails. You can enter the code when you checkout. Sign up for emails & Get exclusive $15 OFF.
Note: You can only use one discount or promo code at a time.
Products
1. How to choose size?
We have a Size Guide on every product page to help you select the right size. Just click the Size Chart below the product information (See the picture below). Please note that some items might fit differently depending on the style.
2. What happens if my item is out of stock?
Some popular products can be out of stock due to peaks in our sales on promotional days. If your item is out of stock, you will receive an email. You can either cancel the unavailable item for a refund or choose a different item from our shop.
3. Can I remove the item from the shopping cart?
Yes, you can. If the order hasn’t been placed, you can remove the item from your basket.
Orders
1. How do I track my order?
Once your order has been shipped out, you will receive an email with a tracking number. More information on how to Track Your Order can be found here.
2. Can I cancel or change my order?
Yes, but only if your order has not left our warehouse. We would be more than happy to help, please Contact Us immediately. However, once the order has shipped, we are unable to change or cancel your order.
Payment
1. What types of payments do you accept?
We accept PayPal, Credit Card, Soft, Apple Pay, and Klarna (only available in the United States). If you have any questions, please Contact Us
2. Do your accept Cash on delivery?
Yes. We provide COD for customers in Saudi Arabia, Kuwait, UAE, Qatar, Bahrain, Jordan and Oman. More information can be found Here .
3. Which currencies do you support?
The prices on our website are in US dollars by default. You can change the currency to your preference, by changing it in the upper left corner. The actual transaction will be done in USD based on daily currency exchange.
Shipping
1. What shipping methods are available, and how much does it cost?
We offer:
  • Free standard shipping on orders over $75
  • $6.99 for standard shipping on orders under $75
  • $15.99 for express shipping. Only available in US, GB, DE, AU, CA, KW, JP, IT, AE (estimated to be delivered in 3-5 business days).
2. Do you ship internationally?
Yes. We ship to most countries in the world. You can check on our Shipping page. If you can't select your country on the shipping page, feel free to contact us at support@vivaiacollection.com.
3. How long will it take to receive my order?
We ship within 1-2 business days. Please check our Shipping Information to see how many days it takes for your items to be delivered. International destinations have different delivery times
4. 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.
5. Do I need to pay any import tax?Customs policies and import duties depend on the local policy of the country.
VIVAIA can neither be held responsible for any import tax that may occur and it is the responsibility of the customer to be paid upon receipt of the package.
6. Where do you ship your product from?
Our goal is that "we don't ship by air" and pay attention to products and reduce unnecessary logistics costs. Since we produce our products in China we are shipping directly from our factory. We are planning to have local stock in Europe and the US soon, so we help to reduce shipping time and air pollution.
Returns and Exchanges
1. What is your return and exchange policy?
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). All return/exchanged items must be returned unworn, undamaged, in re-sellable condition (i.e. no creases or wear on soles), and in their original packaging.
2. How long does a refund take to process?
Once we receive the returned items, it will take up to 3 business days for us to process the refund. For PayPal account holders, up to 3 business days for the transaction to appear on your PayPal account. For credit card refunds, between 7-14 business days for the transaction to be completed.
3. Do you offer free shipping on returns?
At the moment we offer free returns for orders in the United States only. Please contact us for a free shipping label once we confirm your return request. For other Countries: We currently do not cover return shipping costs. (We are working hard on offering a more friendly return policy for international customers)
Pre-order Guide
1. What are pre-orders?
Pre-order allows you to purchase items thatare temporarily out of stock or just planned to arrive in stock due to unexpected demand. VIVAIA shoes can move pretty fast—so pre-ordering ensures you’ll get the style you like in your size and colour.Each item available for pre-order will have its own specific shipping date. These dates are not guaranteed, but we will do our best to update our site with any changes.
2. How do I know if an item is pre-order?
Pre-order is available on select products on VIVAIA. All pre-order items are clearly labeled as “PRE-ORDER” on the product page.
3. What are the shipping options with pre-order?
Pre-order items are eligible for standard shipping. At this time, we are not able to apply expedited shipping to your pre-order.
4. What happens with shipping if I have a pre-order item and an in-stock item in my order?
If you purchase both per-order item and in-stock item, we will separate packages:in-stock item can be shipped immediately & pre-order item will be shipped when it is fulfilled.
If you select expedited shipping at checkout, only the in-stock item will be eligible for the faster shipping option, your pre-order item will still be shipped with standard shipping, please refer to Shipping time.
5. When will be charged for pre-order?
Pre-order items are charged at checkout and then just wait for the product to be delivered.
6. When will a pre-order item ship?
If you choose a pre-order item, you can find the estimated shipping time on the product page.Please note this is just an estimate and can vary due to delays. Once your item is ready to ship, you will receive an email confirmation with tracking information letting you know it’s on its way to you.
7. Can I cancel or change my pre-order item?
Yes, but it depends on the status.
If the item has not yet shipped, please Contact Us and we will change or cancel your pre-order and issue a full refund to the original payment method where possible.
If your pre-order has been shipped or is in the shipping process we cannot exchange or cancel it.
‘Green’ Questions
1. How many plastic bottles are in your shoes?
For each pair of flat shoes, we recycled 6 plastic bottles. Other types like heels, loafers, and boots re-use more bottles depending on the shoe types.
2. What impact does the recycled bottle have on the Earth?
For our Land, we reduce pollution and waste.
For our animals on both land and in the ocean, we improve their living environment.
For ourselves, going the extra mile for earth's environmental protection.
3. How to balance fashion and sustainability?

Our cores values are comfort, sustainability, and classic. In terms of classic, VIVAIA offers the 'never wrong' shoe. Which means our shoes are fashionable and classic at the same time. So you can wear them with any outfit on any occasion.

For comfort, we use natural fabrics which makes our shoes more breathable, soft and suitable for most people. Learn more about ' Our Materials '.

As an environmentally friendly brand, we hand pick our fabrics, optimize production, re-use materials and reduce waste. Our packaging is fully green and helps to make our earth a cleaner place to live. Learn more about VIVAIA's ’ Sustainability program.

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