・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 to Chiba Prefecture, not overseas.
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.
■ About refunds
If you have any questions or concerns about the return, exchange or refund of products purchased at the VIVAIA JAPAN online shop, please contact us using the chat button on the site orjp.support@vivaia.comPlease contact us.
◆Customer support hours: 11:00-19:00 (closed on Saturdays, Sundays, holidays, and the New Year holidays)
*When contacting customer support, please contact us from the email address you registered when placing your order so that we can confirm your order information. Please note that we are receiving a large number of inquiries and are responding in order, so it may take 3 business days or more for us to respond. We apologize for the inconvenience, but we appreciate your patience.
