Returns & Exchanges

Return policy

During the holiday season (Until Nov 30), we are extending the online purchase return and exchange policy to 45 days from the date you receive your items. Please note that final sale items and gifts are excluded from this policy. To be eligible for a return or exchange, items must be unworn, unwashed, unaltered, and include all original tags and packaging. Kindly note that the original shipping cost and any insurance fees are non-refundable.

How do I return an item?

• Step 1

  Submit a request on the return portal page.

• Step 2

  Our support team will follow up with you on your return request.

• Step 3

  Prepare your package.

• Step 4

  Deliver your package.

Free returns and exchanges are supported in certain countries. For customers from the United States, the United Kingdom, Canada, Australia, and Germany, we'll mail you a prepaid return label once your return request is approved. Please note that in some cases, certain remote areas within these countries might not be covered due to technical limitations. If you are in another country, or if you have any questions, please contact us at support@vivaia.com.

If you want to initiate after-sales service but the order status is 'Not Delivered,' which prevents you from initiating after-sales service, I suggest you log in to your account and click on 'CONFIRM DELIVERY' on the My Order page before proceeding with initiating after-sales service.

START A RETURN OR EXCHANGE

• How do I return an item?

  Step 1: Click the return portal to submit your request and follow the steps to enter the required information.

  Step 2: We'll reach out to you with instructions after we receive your return request.

  Step 3: Place your item(s) into the original packaging.

  Step 4: Drop off the package to an eligible shipping station. Or send the parcel with the carrier of your choice to the return address.

• How to issue a refund or exchange after I return the item(s)?

  Refund or exchange will be available as soon as your return is received and processed.

  Refunds:

  The refund time will depend on the payment method you used for your order.

  PayPal refunds: 3 business days.
  
  Credit card refunds: 7-14 business days.
  
  

  Exchanges:

  It will take up 3 business days for us to arrange the reshipment for you.

Still Need Help?

Any further inquiries, please feel free to contact us at support@vivaia.com. We are always happy to help.