FAQs

How can I contact VivAurea?

You can email us at info@vivaurea.com, where our customer service team will be happy to help you with whatever you need!

Do you ship worldwide?

Yes.

Where do you ship from?

We ship from Hong Kong.

Can I change or cancel my order?

As we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing your order. Any requests made after this time will be declined. Your order can be returned for a full refund once it has been received.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard and American Express) and PayPal payments.

When will my order be processed?

All orders are handled and dispatched from our warehouse. Please allow additional time for your order to be processed during public holidays and sale periods. We process orders between Monday and Friday. Orders will be processed within 1–3 working days from the order date and dispatched the day after processing. Please note that we do not dispatch orders at weekends.

How long will it take to receive my order?

Due to high demand, orders may take between 2–4 weeks to arrive.

What if I don’t receive my order?

If you don’t receive your order within 30 days of dispatch, you are eligible for a full refund.

Will I be charged customs duties and taxes?

The prices displayed on our website are tax-free and shown in US dollars, which means you may be required to pay duties and taxes when you receive your order. Import taxes, duties and related customs fees may be charged once your order reaches its final destination. These charges are determined by your local customs authorities. Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs authorities in your country. For further details regarding charges, please contact your local customs office.

How do I return an item?

Please contact us at info@vivaurea.com.

What if the item(s) I received are defective, incorrect or damaged?

Please contact us if you have received an item that is incorrect, missing and/or defective. Please include your order number, photographs of the item(s) and all relevant details when contacting us after receiving your parcel. We will do our very best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7–10 working days of receipt of the returned item or cancellation request. Please contact the card-issuing bank if you have any questions about when the funds will be credited to your account. If you haven’t received your refund yet, please contact your bank or credit card provider. It may take some time for the refund to appear in your account.