Below are answers to the questions we hear most often. If something isn't covered here, email business@vivenya.com and we'll help.
Shipping & Delivery
How quickly will my order arrive?
Orders are processed within 1–4 business days and spend 6–12 business days in transit, so you can expect your order within 7–16 business days. We email you a tracking number as soon as your order ships.
How much is shipping?
Standard shipping is free on every order, with no minimum spend. Express shipping is available at checkout for $15 and typically arrives 3–5 business days after dispatch. UK customers pay in pounds sterling: standard shipping is free on every order, and Express is £11. The exact amount is always shown at checkout before you pay.
Where do you deliver?
We ship to the United States and the United Kingdom. We can't deliver to P.O. boxes or military (APO/FPO) addresses.
Will I have to pay customs charges or import VAT?
For UK orders, our prices include VAT. Because orders are sent from outside the UK, the courier may ask you to pay import duty before delivery, depending on the value of your order. Any such charge is set by HM Revenue & Customs, not by us, and is the customer's responsibility. For US orders, our prices don't include import duties or customs charges. Orders are sent from outside the US, so your customs authority or the courier may ask you to pay these before delivery. Any such charge is set by the customs authority, not by us, and is the customer's responsibility. If you're asked to pay something you didn't expect, email us with your order number and we'll help you sort it out.
How do I track my order?
Use the tracking number in your dispatch email on our Track Your Order page, or check your order under your account.
Payment
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover and Diners Club credit and debit cards, as well as PayPal, Shop Pay, Apple Pay and Google Pay. The methods available for your order are shown at checkout before you pay, and can vary by country and device. See our Payment Policy for full details.
When will I be charged?
Payment is taken in full when you place your order. US customers pay in US dollars and UK customers pay in pounds sterling.
Returns & Refunds
What's your returns policy?
You have 14 days from the day you receive your order to tell us you'd like to return it, and a further 14 days to send it back. Items must be unused, undamaged and in their original packaging. See our Refund Policy for full details.
Where do I send a return, and who pays the postage?
Returns don't come back to our contact address. They go to the returns address of the supplier that sent your order, which may be outside the UK and the US, including in China. We confirm the exact address when we approve your return. If the item is faulty, damaged or not what you ordered, the return costs you nothing. For change-of-mind returns you pay the postage, and tracked international postage can cost noticeably more than posting within your own country.
Can I return socks, tights or hair tools?
Yes, as long as they are unworn or unused and still in their original packaging. For hygiene reasons we can't take them back once they've been worn or used. This doesn't affect your rights if an item is faulty or not as described.
Can I cancel my order?
Yes, as long as it hasn't shipped. Email business@vivenya.com and we'll cancel it for a full refund. Once it has shipped, you can return it under our returns process after it arrives.
My item arrived damaged or faulty. What should I do?
Email business@vivenya.com as soon as you can, ideally within 48 hours of delivery, with your order number and photos of the problem. We'll arrange a free replacement or a full refund. Telling us later than this does not affect your legal rights.
How long do refunds take?
Once we've received and checked your return, your refund is issued within 7 business days to your original payment method. Your bank may take a few extra days to show it.
Sizing & Fit
How do I find my size?
Every product page has a size chart near the bottom of the description. Most show body measurements with UK and US equivalents, so you can measure yourself and pick the row you fall into. Where the manufacturer publishes real garment measurements, we show those instead and say so. Footwear is listed in EU sizes with a foot length in inches — measure your foot and match the length rather than converting from a UK size.
Do your clothes run true to size?
It varies by style, so we say so on the product itself. Where a piece runs small, runs large or is cut deliberately oversized, there's a fit note in the size chart telling you which way to go. If you're between sizes and there's no note, we'd size up.
What if it doesn't fit?
Send it back. You have 14 days from delivery to tell us, then a further 14 days to send it back — see Returns & Refunds above.
About Vivenya
What is your contact address, and where do orders ship from?
Our contact address is 181 Chester Rd, Watford WD18 0LH, United Kingdom. It is for correspondence only, and we don't hold stock there. We work with suppliers, who pack and dispatch orders from their own warehouses, mainly in China, so your parcel is sent to you from overseas.
Do you have a physical shop?
No, Vivenya is online only.
How do I contact you?
Email business@vivenya.com or call +44 7460 955504. Our hours are Monday–Friday, 9am–9pm (UK time), and we reply within 1–2 business days.
Get in Touch
Vivenya
Contact address: 181 Chester Rd, Watford WD18 0LH, United Kingdom
Email: business@vivenya.com
Phone: +44 7460 955504
Customer Service Hours: Monday–Friday, 9am–9pm (UK time)