■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 where the town name, house number, and room number are not filled in as part of the delivery address.
After completing your order, if you need to correct, change or cancel your order, please be sure to follow the instructions on the website.Chat buttonPlease request from here.
■ Regarding returns due to product defects, etc.
If the product is defective, incorrect, or has other issues, or if the product is damaged during delivery, please contact customer support with a photo of the product attached.
■ Regarding 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 what I ordered" will be considered returns due to 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 product.
*Products purchased at the pop-up shop can be returned or exchanged at the store where they were purchased during the event period. However, as 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 for different colors, sizes, or other products. There is no limit to the number of times you can exchange.
-If there is a difference in price between the exchanged product and the original product, we will either pay the difference (if the exchanged product is more expensive) or refund the difference (if the original product is more expensive).
・Replacement products will be shipped free of charge.
■Notes about 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 scratches, wrinkles, or other deformations or stains even when used indoors, 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 product indoors. Please try on the product in a condition that will prevent scratches on the soles.
- Do not attach shipping labels or tape directly to the shoe box or other included boxes.
- Products purchased on this website cannot be returned to stores.
■ Regarding returns and exchanges at physical stores and pop-up shops
・The store where you purchased the product will be the contact point, so if you have any questions, please contact the store.
- For returns and exchanges at permanent stores, please bring the product to the store within 7 days of purchase.
- Please bring the product you purchased (including the box and accessories) and the receipt from the time of purchase.
・Purchased items cannot be returned to any store other than the one where they were purchased.
・For products purchased at a pop-up shop, please contact the relevant 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 from the VIVAIA JAPAN online store, please contact us on the website.Located inChat buttonorjp.support@vivaia.comPlease contact us.
Customer support hours: 11:00 - 19:00 (Closed on Saturdays, Sundays, national 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 it.Please contact us using the email address you registered when placing your order.Please note that we have received a large number of inquiries, and as we are responding to them in order, it may take 3-7 business days or more for us to respond. We apologize for the inconvenience, but we appreciate your patience.