■About canceling or changing your order
When ordering[Order details: Product (color, size, etc.) and customer information]Please check carefully.*There have been many cases of people forgetting to fill in the town name, house number, and room number in the [Delivery Address].
After completing your order, if you need to correct, change or cancel your order, please be sure toChat ButtonPlease request from here.
■ Regarding returns due to product defects, etc.
If the product is defective, incorrect, or has other problems, or if the product is damaged during delivery, please contact customer support with a photo of the product attached.
■Returns due to customer convenience
・Returns for reasons other than "there is a defect or flaw in the product" or "the product I received is different from the one I ordered" will be considered as returns made for customer convenience.
・If you return the product for your own reasons, you will be responsible for the shipping costs.
・If you wish to return or exchange an item, please contact customer support within 30 days of receiving the item.
*For products purchased at the pop-up shop, we will accept returns and exchanges at the store where they were purchased during the event period. However, since this is a limited-time event, we cannot accept returns or exchanges for products that have been purchased more than 7 days ago.
■ About exchanges
・You can exchange your item for a different color, size, or other product. There is no limit to the number of times you can exchange your item.
・If there is a difference in price between the exchanged product and the original product, we will pay the difference (if the exchanged product is more expensive) or refund the difference (if the original product is more expensive).
・The replacement product will be shipped free of charge.
■Notes on returns and exchanges
- Returns and exchanges of purchased items are limited to unused items.
*Please note that products that have been used outdoors, products that have been used indoors but have deformations or stains such as scratches or wrinkles, products that have been processed or adjusted such as by stretching the width or adding belt holes, and products whose shoe boxes or tags have been discarded are not eligible for return or exchange.
・Please try on the products indoors. Please try them on in a condition that will not scratch the soles.
・Please do not attach shipping labels or tape directly to the included boxes, such as shoe boxes.
Products purchased on this website cannot be returned in stores.
■Returns and exchanges at physical stores and pop-up shops
・The store where you purchased the product will be your point of contact, so if you have any questions, please contact the store.
・To return or exchange an item at the Harakado store, please bring the item to the store within 7 days of purchase.
・Please bring the item you purchased (including the box and accessories) and the receipt from the time of purchase.
・Products purchased at the Harakado store cannot be accepted at any store other than the Harakado store.
・For products purchased at the pop-up shop, please contact the relevant department store.
・Please note that we cannot accept returns or exchanges for products without boxes or products purchased more than 7 days ago.
If you have any questions or concerns about returns, exchanges, or refunds for products purchased through the VIVAIA JAPAN online store, please visit the website.LocatedChat Buttonorjp.support@vivaia.comPlease contact us.
◆Customer support hours: 11:00-19:00 (closed on Saturdays, Sundays, holidays, and the New Year holidays)
*When you contact customer support, we will ask you to provide your order information so that we can verify your order information.Please contact us using the email address you registered when placing your order.Please note that we are receiving a large number of inquiries, and as we are responding to them in order of receipt, it may take 3-7 business days or more for us to respond to you. We apologize for the inconvenience, but we appreciate your patience.