Frequently Asked Questions

Contact Us

How do I contact you? When can I expect a reply to my email?

Products

Vivalui does not test on animals. We ensure that all our sourced ingredients are also free from animal testing.

We try to restock as fast as possible! You can sign up for our email notifications for products that are out of stock. Click the “Email Me When in Stock” button underneath the product you’re interested in, we’ll let you know as soon as it’s restocked!

No, we do not send samples at this time.

We try to ensure our products meet the strictest standards. Please check the product page for specifications. 

We can only guarantee authenticity when you buy from us directly. We are currently only selling directly from vivalui.com

Our products have a general 2-year expiry threshold. Any products that have specific expiry dates will show up on the packaging.

Yes, you can combine our products with most other products. See specific product pages for information on ingredients and combinations.

We recommend doing a patch test first. Here’s how to do one – {How to do a patch test}.

Orders

Please review your order carefully before purchasing to ensure that all the contents of your order are correct. Please be aware that once an order is placed, it cannot be modified.

Most orders can be cancelled up to 1 hour after the order has been placed and within our service hours (Monday-Thursday, 8:30 AM – 5:00 PM CST and Friday 9:00 AM – 4:00 PM CST).

Order confirmation emails are sent out immediately after your order goes through. The confirmation email may be accidentally sent to spam. Please check your spam folder and mark us as safe.

If you still haven’t received your email confirmation from us, please fill out the contact form and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!

Unfortunately, once an order has been placed, we cannot make any swaps or substitutions.

We’re so sorry about this error. We do our best to ensure your orders are packed safely but sometimes it can get damaged during shipment. Please fill our contact form with your order number, photo of all the products received, and a photo of the packing slip with all products ordered marked clearly visible.

Please bring any damaged or incorrect orders to our attention within 14 days of receipt. We may request additional photos of the damaged items so please do not discard them until our team has given you assistance.

Unfortunately, we are unable to change the  shipping address of an order once it has shipped and we are unable to help any further if it is delivered as addressed.

However, if you see that your parcel is being returned back to Vivalui, reach out to us through our contact page and let us know. We can reship your order a second time at no additional cost. If your parcel is returned and we have not heard from you, the Vivalui team will begin the refund process once the parcel has been received back at our warehouse.

You can simply start a subscription by clicking the option on the product page and placing your order from there.

Unfortunately not, since your subscription is already discounted, you cannot apply a further discount.

You can access and edit your subscription from your account when you sign in. 

Have some bamboo cleanser to finish? You can absolutely skip an order in your subscription. Just sign in to your account, click subscriptions, edit subscriptions and skip.

Shipping and Delivery

We currently only ship within the US but we hope to ship worldwide soon!.

We use various shipping companies depending on the destination and so shipping times may vary. You will receive an email containing your tracking information along with a tracking link.

Please note that our shipping times are estimated and not guaranteed. We work hard to meet your delivery estimates, but there may be delays – due to postal delays, logistics, bad weather, and things we cannot control. Please reach out via our contact page with any further questions you may have.

Delivery timelines

USA – 5 – 7 business days.

Shipping in the US: $4.99, Free shipping minimum: $25.

Please reach out to us through our contact form and let us know if your package is being returned to sender. We can reship your order a second time at no additional cost. If your parcel is returned and we have not heard from you, we will begin the refund process once the parcel has been received back at our warehouse.

Billing

For better security, we are unable to process any orders and/or accept payments over the phone. Our customer service team will gladly help you through the process of ordering. So please contact us!

We accept all major credit cards. When paying by credit card, your name and billing address must match the address on file with the card issuer. We also accept PayPal and credit card gift cards. Credit card gift cards can only be redeemed for orders less than the full amount available on the credit card gift card. We do not accept online payments from digital banking apps such as Revolut, Monzo, etc.

Most of our discounts are for first time customers, do not apply to bundles (ex. Build a Bundle, Clear Collective Trio), and cannot be used for Subscribe and Save orders.

Discounts can not be combined (ex. Rewards points with Subscribe & Save)

Unless an order was placed while a discount was running, we’re unable to apply a discount on a past order.

 

Returns and Exchanges

If you are not satisfied with your purchase, you can return any unwanted products that are at least 50% full within 60 days from the date of purchase as stated on your invoice.

Please note that items purchased as a bundle or set must be returned in full in order to be eligible for a refund. Partial refunds will not be offered.

Shipping fees and product(s) listed as Final Sale are non-refundable.

You can view the full Return Policy and return instructions here.

Unfortunately, shipping fees are not refundable.

We can only honor refunds on products bought directly from us.

We receive many deliveries daily, so we are unable to send you a confirmation email immediately upon receipt. However, please allow up to 10 business days after your item has been delivered for us to inspect and approve your return. Once approved the refund will be issued. Once we have issued your refund, we’ll send you an updated copy of your invoice that will show the refunded items.

Refunds are issued less shipping so the amount refunded would be less than what was paid.

Your refund will still be issued to the card used on your order so long as the account is still open. When a card is lost, stolen, or cancelled we can still refund that card. We cannot refund your order onto a different card. If we issue the refund and the payment is declined, we will then issue your refund via PayPal, but the transaction must be declined first.

You can start here.

General Questions

You can sign up by clicking the circle user icon by the top right corner of the website.

You can access and update your information when you sign in to your account.

As an extra measure of protection, you may receive an email from our Order Security team to verify your purchase.

 

You can view our privacy policy and how we handle your information here.

You may submit a request to remove your personal data and information from our systems by visiting our Contact Page and submitting a message with this subject – Close my account and delete my personal data.

We ask that you kindly allow our internal teams 30 days from the date you submit the form to fulfill your request. Please also note that when you withdraw your consent to certain uses or disclosures of your personal information, you may not be eligible for certain services.

Yes, we love to reward our loyal customers! You can sign up for Vivalui Exclusives here.

 

Log onto your account here.
If you’re on a desktop, click “Insider Points” on the lower left corner of your screen. If you’re on a mobile device, click the coin icon.
If you are eligible to redeem points, you will see a button to trade your points for a discount or freebie on your next purchase.

Need more answers?

Please reach out to Our Customer Service Team

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