Frequently Asked Questions
General Questions
Do You Offer International Shipping?
Yes, we offer international shipping. Delivery times and costs may vary depending on the destination. Please refer to our Shipping Policy for more details.
How Can I Modify My Order After Placing It?
If you need to make changes, such as updating your address or canceling your order, please contact us within 12 hours of placing it. After this timeframe, we cannot guarantee that changes can be made.
Do You Have Offers or Discounts?
Yes, we regularly run promotions, sales, and discounts. Subscribe to our newsletter or follow us on social media to stay updated.
Are Your Products Ethically Made?
Yes, we are committed to ethical practices and ensure our products meet high standards of quality and sustainability.
Orders & Delivery
When Will My Order Be Shipped?
Orders are processed and packed within 1–2 business days before being handed to the carrier. Please note, we do not process or ship orders on weekends.
How Long Is the Shipping Time?
For UK and Europe:
- Express Shipping: 9 business days
- Standard Shipping: 6–14 business days
For International Orders:
- Express Shipping: 9 business days
- Standard Shipping: 6–14 business days
Note:
- Orders containing multiple items may arrive in separate packages.
- Delivery times may be affected by unforeseen circumstances such as natural disasters or global events.
How Can I Get Tracking Information?
Tracking information will be sent to you once your order has been processed and shipped. If you have any issues, contact us at info@vivivala.com.
Can I Cancel My Order?
Yes, you can cancel your order within 12 hours of payment. Send your cancellation request to info@vivivala.com.
What If I Entered the Wrong Address?
If you entered the wrong address, email us at info@vivivala.com with the corrected details within 12 hours of placing your order.
What Should I Do If My Item Arrives Damaged?
If your item is damaged, please email us with the following details:
- Your full name
- Order number
- A photo or video of the damaged product and packaging
This information allows us to file a claim with the carrier and resolve the issue by sending you a replacement.
What If My Question Isn’t Answered Here?
If you have additional questions, email us at info@vivivala.com. We typically respond within 1–2 hours during office hours (CEST).
Returns & Exchanges
How Do I Return a Product?
To initiate a return, email us at info@vivivala.com. Our customer service team will assist you and inform you of the total refund amount. You can send the products back to our warehouse address:
16 New St, London EC2M 4TR, United Kingdom
What Happens If My Returned Product Fails Inspection?
Products that fail inspection may qualify for a partial refund. If the product is deemed ineligible for refund or exchange, you will be responsible for return shipping costs.
Can I Return a Used Product Under the Extended Protection Warranty?
Yes, if you purchased the Extended Protection Warranty, you can receive a full refund for your used product. To activate the refund:
- Submit a video showing how you’ve used the product, including filling it with water, pressing the button, and demonstrating the electrolysis process.
What Should I Do If I Receive a Damaged or Defective Item?
Inspect your order upon receipt and contact us within 72 hours if you notice damage, defects, or incorrect items. This allows us to resolve the issue quickly.
Are There Items That Cannot Be Returned?
Yes, the following items are non-returnable:
- Lifetime protection plans
- Warranties
- Gift cards
- Charging cables
- Apparel (hats, undergarments, kids' clothing)
- Shipping and handling fees
How Will I Receive My Refund?
Refunds are processed back to your original payment method. You will receive a confirmation email once your refund has been issued. Please allow 3–5 business days for the refund to reflect in your account.
Is There a Restocking Fee?
Yes, a 15% restocking and recertification fee is charged for opened items returned during the process. Our customer service team will notify you via email if this applies.
Contact
How Can I Contact Customer Service?
If you have any questions or need assistance, don’t hesitate to reach out. Our team is available 7 days a week to assist you.
Contact: info@vivivala.com
What Is Your Customer Service Response Time?
We strive to respond to all inquiries within 24–48 hours.