ProtectMyOrder gives peace of mind when ordering online, as even with the best intentions, delivery doesn't always go as planned. If something does go wrong with your delivery, ProtectMyOrder means we will prioritise resolving your query quickly and efficiently. It gives you a premium prioritised service - like priority boarding on a flight, but for online orders! For a very small additional fee at checkout, you can receive a VIP experience and have peace of mind in the following circumstances when ordering online:

  • Theft/mis-delivered - if the tracking shows as delivered but you haven't got it, we will resend or refund within 5 working days.*
  • Damage during transit - If the item arrives damaged or marked, send us a photo of the issue and we will prioritise offering you a solution.
  • Loss during delivery - If your parcel gets stuck in transit for more than 5 working days* in the UK, or more than 8 working days* in Europe, USA or the rest of the world, beyond the originally estimated delivery window as stated on our shipping page we will resend or refund.

Simply get in touch with our customer service team, we'll raise an investigation and find you a solution as top priority.

The ProtectMyOrder service is in addition to the already high standard of customer service Vivida offers by default. ProtectMyOrder should be treated as part of the services set out in our standard terms and conditions, and shall be deemed upon payment of the additional fee to form part of our contract. ProtectMyOrder service is non-refundable upon order completion or upon a claim being made. This service is currently only available for UK, EU and US shipments.

*Working days are Monday to Friday, excluding nationally observed holidays.