FAQ - VivaNutrition
FAQ - VivaNutrition.Shop
1. What are the terms of use for the website?
By accessing VivaNutrition.Shop, you agree to our Terms of Service, which include rules for use, responsibilities, privacy policies, and company rights. For more details, refer to the full Terms of Service.
2. What should I do if my order does not arrive by the estimated time?
If your order is not delivered within the estimated time or there are delivery issues, please contact customer service within 45 days after the payment date.
3. What is the processing and shipping time for my order?
Processing Time: 1-2 business days
Shipping Time: 2-17 business days, depending on location. The total delivery time is the sum of processing time and shipping time.
Shipping Time: 2-17 business days, depending on location. The total delivery time is the sum of processing time and shipping time.
4. Where are the products shipped from?
Most of our products are stored and shipped from the United Kingdom, but some items may be shipped from China. In any case, there are no additional charges, such as import fees or taxes, as these are covered by us.
5. How does the return and refund policy work?
Returns and refunds are governed by our Refund Policy. For defective or incorrect products, please contact us within 48 hours of receiving the product. Returns are free for all customers, and we will cover the return shipping cost.
6. What should I do if I receive my order damaged or with missing items?
If your order arrives damaged or incomplete, please contact us within 48 hours after receiving it to resolve the issue without affecting your legal rights.
7. Can I change the delivery address after placing my order?
After payment, it's possible to change the delivery address before the order is processed. Please contact us as soon as possible for any changes.
8. What payment methods do you accept?
We accept various payment methods, including credit and debit cards, and other payment options available through the Shopify platform.
9. How can I track my order status?
You will receive a tracking number once your order is shipped, allowing you to track the delivery status. This number will be available in your customer account or via email.
10. Do you ship internationally?
Yes, we ship to several countries. Please visit our shipping page for specific details about your country or region.
11. What should I do if I find errors in product prices or descriptions?
While we take care to ensure the accuracy of the information, if you find any errors, please contact us. We reserve the right to correct these errors at any time.
12. How can I contact customer service?
You can reach out to us via email at contact@vivanutrition.shop for any questions or issues related to your order.
13. What are the rules for using our website?
By using VivaNutrition.Shop, you agree not to use the site for illegal purposes, such as copyright violations, spreading viruses, or activities that harm the security of the site.
14. How can I review or update my personal information?
You can review and update your account information anytime by accessing your account on the website. It's important to keep your details updated to ensure proper order processing.
15. How can I know if the product I am purchasing is available?
Limited or exclusive online products may sell out quickly. If an item is out of stock, you can sign up to be notified when it becomes available again.
16. What is the return window for items?
We offer a 30-day return window, meaning you can request a return within 30 days of receiving your item. Returns are free of charge for all our customers, and we will cover the return shipping cost.
17. What are the conditions for a return?
To be eligible for a return, the item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. You will also need to provide the receipt or proof of purchase.
18. How do I initiate a return?
To start a return, please contact us at contact@vivanutrition.shop. The item should be sent to the following address: 3 Bibby Street, Liverpool, L13 2DX, United Kingdom. Items sent back without a prior return request will not be accepted.
19. What should I do if the product arrives damaged or defective?
Please inspect your order upon receipt. If the item is defective, damaged, or if you received the wrong item, contact us immediately so we can assess the issue and resolve it.
20. What items are not eligible for return?
Certain items cannot be returned, such as perishable goods (like food, flowers, or plants), custom products (such as special orders or personalized items), and personal care items (like beauty products). We also do not accept returns on hazardous materials, flammable liquids, or gases.
21. Can I exchange an item?
The quickest way to get the item you want is to return the current item, and once the return is accepted, you can make a separate purchase for the new item.
22. What is the European Union 3-day Cooling-off Period?
If you are shipping to the European Union, you have the right to cancel or return your order within 3 days for any reason, without needing to provide justification. As with all returns, the item must be in the same condition that you received it (unworn, unused, with tags, and in its original packaging). A receipt or proof of purchase will also be required.
23. What if my order has not been delivered?
If your order has not been delivered within 30 days from the date of purchase and there are no updates on tracking or delivery status, you are entitled to a full refund. Please contact our customer service to request the refund. Once we confirm that the product has not been delivered, we will process your refund within 10 business days.
24. How do refunds work?
We will notify you once we have received and inspected your return and inform you whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process the refund.
