FAQS

• WHAT'S THE VISION OF VIVEH?

VIVEH WAS BORN FROM THE BELIEF THAT EVERY WOMAN DESERVES TO FEEL BEAUTIFUL. THAT FASHION SHOULDN’T SERVE ONE BODY TYPE BUT ALL. VIVEH BELIEVES EVERY BODY IS AN IDEAL BODY AND TRENDS CAN BE EMBRACED REGARDLESS OF SIZE AND SHAPE. WE CREATE TIMELESS AND SOPHISTICATED HIGH-FASHION PIECES THAT EMPOWER WOMEN TO FEEL STYLISH CONFIDENT AND BEAUTIFUL. VIVEH ORIGINATES FROM THE LATIN WORD VIVUS, MEANING ALIVE. OUR PIECES EXIST TO MAKE WOMEN FEEL ALIVE.

• WHAT IS YOUR CONTACT INFORMATION?

YOU CAN CONTACT US VIA LIVE CHAT, DM, MESSENGER OR VIA OUR EMAIL: SUPPORT@VIVEH.COM

• ARE THERE SHOPS WHERE I CAN BUY THE PRODCUTS PHYSICALLY?

AT THE MOMENT WE DO NOT HAVE ANY PHYSICAL STORES, IF/ONCE WE DO WE WILL UPDATE YOU IF YOU SUBSCRIBE TO OUR NEWSLETTER HERE.

• CAN I SUBSRIBE TO A NEWSLETTER?

YES YOU CAN, CLICK HERE.

• HOW CAN I SEE WHEN MY ORDER WILL BE DELIVERED?

ORDERS PLACED BEFORE 15:00 ARE SHIPPED THE SAME DAY. ONCE YOUR ORDER IS SHIPPED YOU'LL RECEIVE A TRACKING CODE VIA EMAIL. OUR DELIVERY TIMES VARY BASED ON COUNTRY. FOR MORE INFORMATION PER COUNTRY PLEASE CHECK OUR SHIPPING INFORMATION.

• WHERE CAN I FIND THE STATUS OF MY ORDER?

AS SOON AS YOUR ORDER IS SHIPPED, YOU WILL RECEIVE A TRACK & TRACE CODE BY EMAIL. IF YOU HAVE NOT RECEIVED AN EMAIL, IT’S BEST TO CHECK YOUR SPAM BOX OR OTHERWISE CONTACT OUR CUSTOMER SERVICE BY SENDING AN EMAIL WITH YOUR ORDER NUMBER TO SUPPORT@VIVEH.COM

• WHAT SHOULD I DO IF MY ORDER ARRIVED DAMAGED?

SORRY TO HEAR THAT! VIVEH AIMS FOR QUALITY AND THE HIGHEST STANDARD OF SERVICE. THIS IS NOT ALWAYS POSSIBLE DUE TO EXTERNAL PARTIES OR SIMPLY BECAUSE OF HUMAN ERROR. PLEASE VISIT OUR RETURNS PAGE AND SELECT "DAMAGED ITEM" IN THE REASON SECTION. FOLLOW THE REST OF THE STEPS. OUR DEDICATED SUPPORT TEAM WILL GET IN TOUCH WITH YOU WITHIN THE FIRST WORKING DAY.

• WHAT SHOULD I DO IF MY ORDER ARRIVED INCOMPLETE?

SORRY TO HEAR THAT! IT IS BEST TO SEND AN EMAIL TO SUPPORT@VIVEH.COM AS SOON AS POSSIBLE WITH YOUR ORDER NUMBER AND A SHORT DESCRIPTION OF THE MISSING ITEM. YOUR ORDER MAY BE DELIVERED IN PARTS. OUR DEDICATED SUPPORT TEAM WILL PICK UP YOUR REQUEST WITHIN THE NEXT WORKING DAY.

• CAN I CANCEL MY ORDER?

WE WILL IMMEDIATELY START PROCESSING THE ORDER TO GET YOUR VIVEH ITEM SHIPPED AS FAST AS POSSIBLE. THIS IS A FULLY AUTOMATED PROCESS AND CAN’T BE CANCELLED ONCE THE PAYMENT HAS BEEN PROCESSED. ONCE YOU RECEIVE YOUR PACKAGE YOU CAN ALWAYS RETURN IT WITHIN THE 14 DAYS.

• I'VE ENTERED A WRONG ADDRESS WHEN ORDERING, CAN I STILL CHANGE IT?

IN THE CASE OF A WRONG ADDRESS, PLEASE REPORT THIS IMMEDIATELY BY SENDING THE ORDER NUMBER, NAME, EMAIL AND THE CORRECT ADDRESS TO SUPPORT@VIVEH.COM. WE’LL DO OUR BEST TO ADJUST THIS, BUT IT’S ONLY POSSIBLE IF THE ITEM HAS NOT BEEN PROCESSED. VIVEH IS NOT HELD RESPONSIBLE FOR THE LOSS OF PACKAGES DUE TO WRONG ORDER INFORMATION.

• DO I NEED AN ACCOUNT TO PLACE THE ORDER?

YOU DO NOT NEED AN ACCOUNT TO PLACE YOUR ORDER. SIMPLY CHECK OUT AS A GUEST. CREATING AN ACCOUNT HOWEVER DOES GIVE YOU AN EASIER CHECKOUT EXPERIENCE AND ACCESS TO YOUR COMPLETE PURCHASING HISTORY, WISHLISTS AND MORE.

• WHAT IS THE DELIVERY TIME?

THE DELIVERY TIME TO COUNTRIES OTHER THAN THE NETHERLANDS DEPENDS ON OUR CARRIER DHL, ON AVERAGE THIS IS 5-7 WORKING DAYS. AS SOON AS YOUR ORDER IS SHIPPED YOU'LL RECEIVE A TRACKING CODE.

• WHAT IS THE SHIPPING COST?

SHIPPING RATES ARE AS FOLLOWS:

NL: €6,25

BE: €7,95

UK: €31,25

US: €45,95

FOR OTHER COUNTRIES PLEASE VISIT OUR SHIPMENT PAGE TO SEE THE WHOLE OVERVIEW. 

• I LIVE IN A NON-EU COUNTRY WHAT DO I PAY FOR SHIPMENT FEES AND CUSTOMS?

BESIDES THE STANDARD SHIPMENT FEES THERE COULD BE AN ADDITIONAL CHARGE BY CUSTOMS WHEN ORDERING OUTSIDE THE EU. THIS DEPENDS ON THE COUNTRY, AMOUNT OF PRODUCTS AND PRICE OF THE PURCHASE. 

• WHICH SENDER/COURIER DO YOU USE TO SEND THE PACKAGES?

WE'RE USING THE FOLLOWING CARRIERS:

NETHERLANDS: CYCLONE FOR THE CYCLING CITIES AND DHL PARCEL FOR THE REST

BELGIUM: DHL PARCEL

EU: DPD

NON-EU: DHL EXPRESS

FOR MORE INFORMATION ON CARRIERS AND SHIPMENT PLEASE VISIT OUR SHIPPING PAGE

• WHAT IS YOUR RETURN POLICY?

YOU HAVE THE RIGHT TO RETURN YOUR PURCHASE UP TO 14 DAYS AFTER DELIVERY. ONCE THE ITEM(S) RETURN TO OUR WAREHOUSE THE ITEM(S) AND PACKAGING WILL BE CHECKED. THE CONDITION NEEDS TO BE NEW AND UNUSED. AFTER THIS PROCESS YOU'LL BE REFUNDED WITH THE FULL AMOUNT.

• WHAT ARE THE COSTS FOR A RETURN?

THE COSTS FOR A RETURN VARY BASED ON THE COUNTRY YOU SHIP FROM. YOU CAN FIND THEM ON OUR SHIPMENT PAGE.

• HOW DO I RETURN MY ORDER?

THE FOLLOWING LINK WILL TAKE YOU TO THE RETURN PAGE. SIMPLY FILL IN YOUR EMAIL ADDRESS AND THE ORDER NUMBER AND IT WILL AUTOMATICALLY GENERATE YOUR FULL ORDER. FOLLOW THE STEPS TO COMPLETE YOUR RETURN.

• WHERE CAN I FIND MY ORDER NUMBER?

YOU CAN FIND YOUR ORDER NUMBER ON EITHER THE CONFIRMATION EMAIL INDICATED AS: #0000. 

• THE RETURN FORM CANT FIND MY ORDER. 

HAVE YOU INSERTED THE RIGHT ORDER NUMBER? PLEASE USE THE NUMBER FROM THE ORDER CONFIRMATION EMAIL. IF YOU CONTINUE TO EXPERIENCE ISSUES PLEASE CONTACT US VIA THE CONTACT PAGE.

• WHEN WILL I GET THE MONEY BACK FROM MY RETURN?

AS SOON AS YOUR RETURN HAS BEEN PROCESSED YOU'LL RECEIVE A CONFIRMATION EMAIL. THE PURCHASE AMOUNT WILL BE REFUNDED WITHIN 7 DAYS OF RECEIPT.

• CAN I ALSO RETURN DISCOUNTED ITEMS?

YES, YOU CAN. DISCOUNTED ITEMS WILL NOT BE TREATED DIFFERENTLY FROM FULL-PRICE ITEMS.

• CAN I EXCHANGE ITEMS FOR A DIFFERENT SIZE?

UNFORTUNATELY, OUR SYSTEM DOES NOT ALLOW TO DO EXCHANGES FOR DIFFERENT SIZES. YOU CAN HOWEVER CHOOSE THE OPTION OF RETURNING FOR A VOUCHER. THIS ALLOWS YOU TO PURCHASE A NEW ITEM IMMEDIATELY WITHOUT HAVING TO WAIT FOR YOUR REFUND.

• WHAT PAYMENT OPTIONS ARE THERE?

WE OFFER THE FOLLOWING OPTIONS:

CARDS

VISA

MASTERCARD

MAESTRO

AMERICAN EXPRESS

SHOPIFY PAYMENT METHOD

SHOP PAY

WALLETS

APPLE PAY

GOOGLE PAY

LOCAL PAYMENT METHODS

BANCONTACT

IDEAL