FAQ´S
How can I contact VivAurea?
You can email us at info@vivaurea.com, where our customer service team will be happy to assist you with anything you need!
Do you ship worldwide?
Yes.
Where are the products shipped from?
We ship from Hong Kong.
Can I change or cancel my order?
As we aim to process orders as quickly as possible, any changes/cancellations must be requested within 12 hours after placing the order. Orders placed after this period will not be accepted. Your order can be returned for a full refund after receipt.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and payments via PayPal.
When will my order be processed?
All orders are handled and shipped from our warehouse. Please allow extra time for processing during holidays and promotional periods. We process orders from Monday to Friday. Orders will be processed within 1-3 business days from the order date and shipped the day after processing. Note that we do not ship on weekends.
How long will it take to receive my order?
Typically, it takes between 5 to 9 business days, but due to high demand, orders may take between 2 to 4 weeks to arrive.
What if I don’t receive my order?
If you do not receive your order within 30 days after shipment, you are entitled to a full refund.
Will I be charged customs fees and taxes?
The prices displayed on our website are tax-free in Dollars, meaning you may need to pay customs fees and taxes when receiving your order. Import duties, customs fees, and related charges may be levied once your order reaches its final destination and are determined by the local customs authority. Payment of these fees and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by your country’s customs department. For further details on fees, please contact your local customs office.
How do I return an item?
Please contact us via email at info@vivaurea.com
What if the item(s) I received are defective / incorrect / damaged?
Please contact us if you have received incorrect, missing, and/or defective goods. Include your order number, photos of the item(s), and any related references when you receive your package. We will do our best to resolve your case as quickly as possible.
When will I receive my refund?
All refunds will be credited to the original payment method. If you paid by credit or debit card, refunds will be sent to the issuing bank within 7-10 business days after the returned item or cancellation request is received. Please contact the issuing bank for questions regarding when the credit will appear in your account. If you have not yet received a refund for your return, here’s what to do: contact your bank/credit card company. It may take some time before the refund is posted to your account.