Return Policy

Returns
Our policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

For those rare occasions when a customer receives damaged, defective or mis-shipped (incorrect) items, our Customer Care team is available to make things right. Please contact us within 3 days of shipment receipt and we'll take care of you!

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Tea and gift cards cannot be returned. Any item not in its original condition, is damaged or missing parts for reasons not due to our error or any item that is returned more than 10 days after delivery cannot be returned.

To complete your return, we require a receipt or proof of purchase.

To make a return or exchange request, please contact VIVA Customer Care at support@shopviva.ca and one of our friendly team members will be happy to assist you.

Please have the following information available when you contact us:

- your name
- your order number ( can be found on your confirmation email, shipment email & packing slip)
- the item(s) you would like to return/exchange
- the reason for the return/exchange

Unauthorized returns sent to VIVA will not be accepted or issued a refund/exchange.

NOTE: If you purchased items through an Authorized Retailer, please contact the same Retailer regarding their shop policies.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@shopviva.ca.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@shopviva.ca and send your item to:

DKK Enterprises Inc., 240 Richmond Street West, Toronto ON M5V 2C5, Canada.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: DKK Enterprises Inc., 240 Richmond Street West, Toronto ON M5V 2C5, Canada

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

For customers returning packages from the United States, please see how to fill out the USPS customs indicating it is a return package in order to avoid extra charges. VIVA reserves the right upon inspection to issue a 40% damage fee for the return of damaged merchandise.

Please allow up to 3-5 weeks processing time for a refund to be issued.

 

FOLLOW US ON INSTAGRAM

@vivascandinavia