You can track the status of your order in the page 'My Orders', but to do this you need to log into your profile. Upon every change in the status of your order you will be notified immediately by e-mail.
Can I cancel my order?
You may cancel any order at any time before shipment for no reason. Contact us as soon as possible and we will check the status of your order and whether it can be cancelled. You can do that by yourself by logging into your user profile, then go to My Orders and choose the Cancel Order option. Expect to receive our confirmation for your cancellation by e-mail. If you do not receive such confirmation within a couple of hours, please, contact us immediately.
Can I place orders by phone?
No, but you can contact us to assist you in completing your order online.
To which countries do you make deliveries?
We ship worldwide!
How is the shipment processed?
Shipment is processed by courier service (Fedex, UPS, DHL or other local delivery company) to the destination address specified by the customer.
How much does the shipment cost?
Shipment is free for the customer in USA, EU and Switzerland.
Are there any taxes or duties charged or payable?
No, the entire cost of delivery is at 【VIVIDHE】 charge.
How long does it take to make the delivery?
The whole process of making your dresses and deliver them to a specified destination address takes up to 3-9 days in normal.
RETURNS AND REFUNDS
The items do not fit. Can I replace them?
Yes, in case your item do not fit exactly, you have the right to one free replacement.
Contact us as soon as possible, but not later than 14 days.
What to do if the items I have received are defective?
Contact us as soon as possible, but not later than 30 days as of receiving them. We’ll be happy to repair or replace them with new ones.You can also return the product without replacement – in such case we are going to refund the whole sum paid by you.
What can I do if the clothing I have received differs from I have ordered?
If there is a significant difference between the design of clothing that you ordered and the design of clothing that you have received – for instance the shape, sole, material, colors, accessories or size, the product will be considered defective and may be returned or replaced.Please, bear in mind that a slight difference between the visualization of your design as it appears on our site and the actual model you receive, is possible. For instance, the colors displayed on your monitor depend on the customized settings and may create expectations for a bit different shades. In such cases the product will not be considered defective and will not be replaced or returned.
In what cases can my order for replacement or return of items be refused?
In case your order concerns replacement due to unfitting size, your order will be refused if you have had replaced once and you want a second replacement. Clothing that show traces of having been worn and used will not be replaced either. To satisfy your order for replacement or return, you need to place it within 14 days as of receiving the items.
If you want to order the replacement or return of a defective clothing, you need to notify us about the defect not later than 30 days as of the date of receiving it, by describing the defect in great details and attaching photos to illustrate the problem, if possible. We have the right to refuse replacement or return of the product when, to our opinion, the product cannot be classified as defective – for instance in case of intentional damages or damages resulting from improper use, etc.Replacement or return orders for no sound reason will not be satisfied.
Who will pay the shipping cost for returns or replacements?
The cost of return and/or replacement of defective products will be entirely charged on VIVIDHE.
For replacement of an unfitting product one-time shipping cost will be charged on VIVIDHE.
What payment methods will you accept?
For US and all European countries you can pay by credit card, via PayPal and by bank wiring.
What kind of credit cards do you accept?
Currently we accept Master Card, Visa and American Express, as well as Carte Bleue for France and CartaSi for Italy.
How are my data protected via online payment?
No matter which payment method you may choose, your data will be 100% secured and only authorized institutions (such as the bank issuing your card) may access them. For payments with credit or debit card, we use the SSL (Secure Socket Layer) technology for encoding your data, and for extra protection we also support Secure payment.
Do you offer any discount codes?
Yes. If you buy 2 products,you can use the code "BUY2" to get 10% off. If you buy 3 products,you can use the code "BUY3" to get 20% off.
How can I use the discount code?
Add the clothes that you want to order in your shopping cart. Copy your code and paste it in the field Enter your coupon code if you have one, then click the button Apply Coupon. If the code has been properly attached, your discount will be deducted from the price of the products in your shopping cart.
Where can I find the sizing options?
You can find the sizes available for your selected model in the product page with the model in the field entitled Size.
Furthermore, when looking up a model in our catalogue, you may use the size filter that will show up only those models, which are available for the size you wanted.
Size correspondence according to different sizing standards?
You can find detailed information and table of the exact size measures for each specific model by choosing size/width from the option Size Guide.
PRODUCTS AND QUALITY
What is the origin of our materials?
All materials that we use have European origin and meet the highest requirements for quality, strength and safety.
How can I be sure about the quality of materials?
To be sure of the quality of our materials, we rely on multiple tests, laboratory analysis and certifications. ICEC (ISO9001:2008; ISO14001:2004), SCAM, TÜV, SGS are only some of the certificates that can reassure you of the quality of used for the production of your【VIVIDHE】!
Do the colors fully match the ones shown on the website?
Every monitor has customized settings of colors and brightness, therefore there may be differences between what you see on your monitor and the real colors of materials. Such differences are usually minor but if you have any doubt, you can contact us at any time for further information.
What warranty do the clothes come with?
We accept claims for defective or damaged clothes within 30 days as of the date of their receipt and we shall bear the cost of shipment for returns and replacements.
If the clothing do not fit, you are entitled to a single free replacement. To do this, you should contact us not later than 14 days as of the date of receiving the clothing that you want to replace.
MEASURES ABOUT COVID-19
What measures have been taken about COVID-19?
No cases of infection were found in any of【VIVIDHE】’s workers. All measures are taken to prevent the virus. All workplaces are disinfected several times a day, and the temperature of all employees is checked at the beginning and end of the working day.
Can the virus be transferred to the items?
According to the United States Centers for Disease Control and Prevention (CDC) “there is no evidence to support that transmission of COVID-19 associated with imported goods”. This means the virus cannot be transferred to the clothes.
Is there a change in the delivery schedule?
All manufacturing processes currently are going according to schedule. With the spread of COVID-19, online shopping continues to rise dramatically. Because of this shipping may sometimes take longer than expected. We are working 24/7 to make sure your order arrives as quickly as possible. You would be notified by our customer service if any delay on your order can be expected. Thank you for your understanding!