FAQs

Having a VIVAIA account helps you to:

• Manage and track your orders
• Check your order history
• Snag a special discount for first-time buyers.

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're good to go.

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.

Please click the 'unsubscribe' button at the bottom of any email to unsubscribe. If you are having trouble to unsubscribe, please don't hesitate to Contact Us.

If you have a discount code from our website or one of our emails, you can enter the code when you checkout. Sign up for emails to get an exclusive $10 off your next purchase.

Note: You can only use one discount or promo code at a time.

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.

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.

Yes, you can. If the order hasn’t been placed, you can remove the item from your basket.

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.

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.

We accept PayPal, Credit Card, Soft, Apple Pay, and Klarna (only available in the United States, United Kindom and Germany). If you have any questions, please Contact Us .

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.

We offer:

• Free standard shipping on orders over $99.
• $9.99 for standard shipping on orders under $99 if you are in China(including Hongkong, Macao and Taiwan), Malaysia, Thailand and Vietnam.
• $12.99 for standard shipping on orders under $99 if you are in other countries.
• $25.99 for express shipping. Only available in US, GB, DE, FR, AU, CA, JP, IT, AT, BE, BG, HR, CZ, DK, EE, FI, GR, HU, ID, IE, KZ, KR, LV, LT, LU, MY, MT, MX, NL, NZ, NO, PH, PL, PT, RO, SG, SK, SI, ES, SE, CH, TW, TH, VN (estimated to be delivered in 3-5 business days).

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@vivaia.com.

We typically ship within 1-2 business days. Please refer to our Shipping Information to determine the specific delivery timeframe for your items. Keep in mind that international destinations may have varying delivery times.

Please contact customer service immediately to change your address before the shipment. Once the items are shipped, the address cannot be changed.

Customs policies and import duties depend on the local policy of the destination country. VIVAIA cannot be held responsible for any import taxes that may arise; it is the customer's responsibility to pay them upon receipt of the package.

We currently ship from multiple warehouses located in the United Kingdom, the United States, Germany, and China. Your order will be shipped from the warehouse that has the actual stock available at the time of shipment to ensure the fastest and most efficient delivery possible. Please note that, to expedite the delivery process, your order may be split and shipped from multiple warehouses.

Online purchases (final sale items and gifts excluded) made through VIVAIA are eligible for exchange and return within 30 days from the date you received all your item(s). All returned or exchanged items must be unworn, undamaged, in resalable condition (i.e., no creases or wear on soles), and in their original packaging.

Once we receive the returned items, it will take up to 3 business days for us to process the refund. For PayPal account holders, it may take up to 3 business days for the transaction to appear in your PayPal account. For credit card refunds, the transaction may take between 7 to 14 business days to be completed.

To process a return or exchange, please ensure that the items are in perfect condition - unworn, undamaged, and in their original packaging with no signs of wear and tear such as creases, stains or damage to the soles. Unfortunately, we are unable to accept items that do not meet these requirements.

Note:

1.Please do not send your return to the address on the original package as it is not the return address and may cause a delay in refund or exchange.

2. Kindly double-check returns before shipping, as we will not be held responsible for the return of non-VIVAIA products.

3. Should you receive a damaged or defective item, please contact VIVAIA Customer Service within 24 hours of receipt.

Store credit is an alternative refund option to a traditional cash refund for returned items. It is a coupon code that gets added to your VIVAIA account and can be used towards your next purchase. This code will remain valid for 365 days from the date of issue.

Here are the steps to use the store credit coupon from a return:

Pre-order allows you to purchase items that are temporarily out of stock or 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 color. 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.

Pre-order is available on select products on VIVAIA. All pre-order items are clearly labeled as “PRE-ORDER” on the product page.

Pre-order items are eligible for standard shipping. At this time, we are not able to apply expedited shipping to your pre-order.

If you purchase both per-order item and in-stock item, we will separate the packages: the in-stock item can be shipped immediately and the 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.

Pre-ordered items are charged at checkout.

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.

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.

For each pair of flat shoes, we have used 6 recycled plastic bottles. Other shoe styles such heels, loafers, and boots re-use more bottles depending on the shoe itself.

For the Earth, we reduce pollution and waste.

For the animals both on land and in the ocean, we improve their living environment.

For ourselves, we go the extra mile for the Earth's environmental protection.

Our core values are comfort, sustainability, and a classic aesthetic. In terms of classic, VIVAIA offers the 'never wrong' shoe. In other words, our shoes are fashionable yet timeless at the same time, allowing you to wear them with any outfit on any occasion.

For comfort, we use natural fabrics that make 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.