If your order has not arrived within the estimated delivery time, please contact our customer service team. We will investigate the delay and provide you with an update or offer a suitable solution.

If the tracking information indicates that your order has been delivered but you have not received it, please:

• Check with household members and neighbors to ensure someone else hasn’t received the package.
• Contact your local post office to inquire about the delivery.

If the package is still not found, please reach out to our customer service team for further assistance.

If your order arrives damaged, we offer the following options:

• Full Refund or Replacement: For items that are significantly damaged.
• Partial Refund or Replacement: For items with minor damages (e.g., slight scratches).

Please provide clear photos or videos of the damaged product when contacting us.

If you receive an incorrect item or your order is missing products, we will:

• Send the correct item or dispatch the missing products at no additional cost.
• Offer a full or partial refund depending on the specific situation.

Please notify us within 30 days of receiving your order, providing relevant details and photos.

You may request an order cancellation before the product has been processed in our warehouse. Once the order is in processing or has been shipped, cancellations are not possible.

To initiate a return, please contact our customer service team with your order number and the reason for the return. We will provide you with the return address and instructions.

Important Notes:

• Return Shipping Costs: Customers are responsible for return shipping costs unless the return is due to our error (e.g., incorrect or defective product).
• Return Timeframe: Items must be returned within 10 days of delivery.
• Condition of Returned Items: Products should be returned in their original condition and packaging.
• Non-Returnable Items: Certain items, such as personalized products, may not be eligible for return.

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, a credit will automatically be applied to your original method of payment within a certain amount of days.

For any questions or concerns regarding our Return and Refund Policy, please contact us at info@vivovendere.com.