Product Information
■Shipping costs
・If your order amount is 10,000 yen or more, shipping is free.
・If your order amount is less than 10,000 yen, you will be required to pay a flat shipping fee of 1,500 yen (tax included) nationwide.
■About shipping
・Products are shipped from overseas,Products are usually delivered within 3 to 6 days after your order is completed (depending on stock availability, they may be shipped from a domestic warehouse).
・All shipping fees and customs duties will be borne by VIVAIA (if the product is shipped via DHL Express, the customer will be responsible for customs duties).
・If you need to return or exchange an item, please rest assured that the return address will be Saitama Prefecture, not overseas.
■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 included boxes, such as shoe boxes.
- Products purchased on this website cannot be returned to stores.
If you have any questions or concerns about the return, exchange or refund of products purchased from the VIVAIA JAPAN online shop, please use the chat button on the site orjp.support@vivaia.comPlease contact us.
Customer support hours: 11:00 - 19:00 (Closed on Saturdays, Sundays, public holidays, and the New Year holidays.)
*When contacting customer support, please contact us using the email address you registered when placing your order so that we can confirm your order information. Please note that we are currently experiencing a high volume of inquiries and are responding in order, so it may take 3 business days or more for us to respond. We apologize for any inconvenience this may cause, but we appreciate your patience.
