FREQUENTLY ASKED QUESTIONS

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How can I see your prices in different currencies?

Select your country at the right hand corner of our website to see our prices in supported local currencies.

We currently support payments via credit & debit card, ShopPay & Gpay in GBP £, USD $ and EUR €.

If you prefer to checkout using Amazon Pay, Paypal etc. your order total will be converted back to GBP for the transaction. This is shown on the checkout page, so there are no surprises.

I am having trouble placing my order online, where can I get help?

Please whatsapp or email our team to highlight any issues, we will get back to you ASAP.

Contact us

I noticed my details are incorrect on my order summary, can I change them at this time?

We start processing orders immediately after they are placed to ensure they arrive as quickly as possible. If you have made an error in your order details, please reach out to us as soon as possible and we will do our best to assist you.

Contact us

Can I cancel, amend, combine or add something to my order I just placed?

No, once an order has been placed we are unable to alter or cancel the order. We start processing orders immediately after they are placed to ensure they arrive as quickly as possible. If you need to cancel your order, please reach out to us as soon as possible and we will do our best to assist you!

Your purchases can be returned for a refund or exchanged within 60 days. If you have forgotten to purchase an item, you will need to place a secondary order.

What are your shipping methods and how long do they take?

We ship internationally on a tracked express service.

Orders shipping to the UK:
Standard : Royal Mail 48hr Tracked
Express : DPD Next Working Day Tracked (Remote areas 2-3 day service)

More information

When will my order ship?

Our warehouse ship orders throughout the day, Monday - Friday, with a cut-off of 2.30pm (GMT) for same day dispatch.

Orders placed after this time will be shipped on the following working day.

How do I start a return or exchange?

Click on the following link to start a return or exchange:

Start here

What is your return policy?

We have confidence that you will love each and every Vivida product but understand if you need to return your items.

We can offer an exchange or refund on items that meet the following criteria:

Items must be un-worn* & un-washed, with tags intact, returned within 60 days of delivery for full priced items, returned within 14 days of delivery for sale items.

Note: Product sold as “faulty” is sold as non-returnable, and this is clearly communicated in the product description.

Proof of purchase must be provided for us to process a refund. Any items received in a non-sellable condition will not be accepted. Please ensure that you return the goods to us folded and in their original packaging.

*Our warehouse inspects all garments upon return, and a return or exchange will be refused if any stains or residues are found. So please be careful when trying on your order, avoiding make-up, deodorant, tanning products, etc

More information

Do you offer product customisation?

Yes, we offer a plethora of customisation options where we can personalise a number of products, from ponchos to tees, hats, and more.

Reach out to us to find out more.

Contact us

How can my shop become a stockist?

Interested in stocking Vivida?
We'd love to hear from you!

Learn more

How can we collaborate / how can I become an ambassador?

If you'd like to inquire about collaborations or partnerships, please reach out via our Contact us page.

To become an ambassador, you can fill out an Ambassador Application Form.

Here

How can I become an affiliate?

We welcome you to fill out our affiliate contact form, and we'll reply to you shortly with details.

Contact Form

Ordering

How can I see your prices in different currencies?

Select your country at the right hand corner of our website to see our prices in supported local currencies.

We currently support payments via credit & debit card, ShopPay & Gpay in GBP £, USD $ and EUR €.

If you prefer to checkout using Amazon Pay, Paypal etc. your order total will be converted back to GBP for the transaction. This is shown on the checkout page, so there are no surprises.

Do I need to set-up an account to place an order?

No, although setting up an account with us is a simple process, which will only need to be done once and makes your future shopping experiences seamless.

I noticed my details are incorrect on my order summary, can I change them at this time?

We start processing orders immediately after they are placed to ensure they arrive as quickly as possible. If you have made an error in your order details, please reach out to us as soon as possible and we will do our best to assist you.

Contact us

Can I cancel, amend, combine or add something to my order I just placed?

No, once an order has been placed we are unable to alter or cancel the order. We start processing orders immediately after they are placed to ensure they arrive as quickly as possible. If you need to cancel your order, please reach out to us as soon as possible and we will do our best to assist you!

Your purchases can be returned for a refund or exchanged within 60 days. If you have forgotten to purchase an item, you will need to place a secondary order.

I am having trouble placing my order online, where can I get help?

Please whatsapp or email our team to highlight any issues, we will get back to you ASAP.

Contact us

How do I know that you have received my order and can I check on the status of my order?

Once you've placed your order, you will be directed to an order confirmation message, which will contain your order number. We will also send you an email to confirm your order has been placed, this information could take up to 30 minutes to arrive in your inbox. Check your spam/junk folder as well, as sometimes your security settings send messages to here. Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.

Additionally, if you have an online account with us, you can log-in to your profile on our website and check your order status.

What payment methods do you offer?

Vivida Lifestyle accept most major credit cards, Apple Pay, Amazon Pay, Google Pay, Shop Pay, PayPal and Klarna.

Do prices on the website include VAT?

For items delivered within the UK (where applicable), our website prices are inclusive of VAT.

For items delivered outside of the European Union, VAT is not charged. We maintain one price for each item on our website.

Whether VAT is calculated is determined by the country detailed in the shipping address.

Our Registered VAT number is GB 326435312

My discount code is not working?

If you are having issues with your discount code, please make sure that you are entering the code exactly as it appears in the promotion/email.

If the discount code still fails please email our team.

Please note, only one discount code can be used per cart.

Contact us

What if something is out of stock?

If an item you’re interested in is sold out, you can register to be notified when your size is back in stock.

Just contact us to be notified.

Contact us

What is a pre-order?

A pre-order means that the product you are looking at is not currently in stock but is on order with our factory.

You can place your order as per normal if you'd like to secure your size before the item arrives with us.

Please kindly note, pre-orders cannot be cancelled/refunded once placed. However, if you wish to change your item to another garment which is in stock/arriving sooner, you may do so. Alternatively, a store credit will be issued for 1-year use on the online store.

The benefits of purchasing pre-order items are that you will secure your size without risking the item becoming sold out shortly after we list it online, and benefit from a special pre-order discount.

Please note dates are not guaranteed and delays may occur. Updated information on the ready date for your item will be included on the product page.

Vivida Lifestyle is not held liable for any unforeseen delays that may occur if you wish to pre-order an item. So please take extra care when placing your order, as we do not issue refunds for unexpected delays, change of mind/sizing or cancellations. We will, however, update you after pre-order when your items are available for shipping.

You will proceed through the check out as usual & make full payment when making a pre-order. Your order will only be shipped upon arrival of the pre-order item/s, usually as per the date suggested on the product page at time of order placement.

I have a question about my order. What should I do?

If you have a question about your order, check out the rest of our FAQs.

If you still need help you can reach out via the Contact Us page, and we will get back to you shortly.

Contact us

Do you offer gifting services?

At this time, we do not offer gifting services (ie. gift wrap or personalised cards).

Do you offer gift cards?

Not currently, but that's something we're working on.

Shipping

What are your shipping methods and how long do they take?

We ship internationally, on tracked standard and tracked express services.

Orders shipping to the UK:
Standard : Royal Mail 48hr Tracked
Express : DPD Next Working Day Tracked (Remote areas 2-3 day service)

International Orders:

Standard : Tracked* Postal Service
*level of tracking and delivery times are dependent on the destination country
Express : DHL International Tracked or for some European countries we have DPD service.

More information

How much does shipping cost?

You can view more detailed information about shipping rates on the below link. Cost of shipping will be dependent on the delivery destination.

You will see your shipping charge before finalising your checkout.

More information

Where do you ship to?

As a brand, pretty much everywhere!

This website ships from the UK to all countries except for those in the EU.

If you need EU shipping or shipping to Georgia, San Marino, Monaco, Vatican City or Liechtenstein please visit eu.vividalifestyle.com, our dedicated EU website where we ship from the Netherlands.

For specific shipping information for all other countries, please visit our Shipping Page.

Shipping Page

When will my order ship?

Our warehouse ship orders throughout the day, Monday - Friday, with a cut-off of 2.30pm (GMT) for same day dispatch. Orders placed after this time will be shipped on the following working day.

Can my order be expedited?

Yes, please select express shipping options when you reach checkout. Please note that shipping method cannot be changed once an order has been placed.

Where do Vivida items ship from?

All Vivida items ship from our warehouse in the United Kingdom.

Will my order be affected by any holidays?

Please note that our warehouse will be closed for UK public holidays and weekends. Please allow for additional processing time on orders placed during this time period.

Where is my package? Where can I find my tracking?

To check the status of your order, please either check the email regarding the shipment of your order or log in to your account to check your tracking. If you have any difficulties doing this please get in touch with us here so we can check assist you.

Contact us

Are duties and taxes included on order placed and upon return?

If you order from us for delivery outside of the UK, there might be import duties and taxes to pay to get your parcel. These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment. Vivida Lifestyle has no control over these charges and cannot predict their amount. For further information please contact your local customs office before placing your order.

Vivida Lifestyle cannot be held responsible for any action and/or costs and/or taxes and/or delays due to customs over which we have no control.

Please note - we cannot undervalue orders, or mark them as a gift.

What if my order has been marked as delivered, but I haven't received it?

If you are out when a delivery attempt is made, our couriers should leave a note, informing: where the package has been left, when they will attempt redelivery or how you can arrange delivery or collection from their nearest hub.

Check possible locations for it being left. Otherwise please contact us.

Contact us

Returns & Exchanges

How do I start a return or exchange?

To begin a return or exchange, click here:

Start here

What is your return policy?

We have confidence that you will love each and every Vivida product but understand if you need to return your items.

We can offer an exchange or refund on items that meet the following criteria:

Items must be un-worn* & un-washed, with tags intact, returned within 60 days of delivery for full priced items, returned within 14 days of delivery for sale items.

Note: Product sold as “faulty” is sold as non-returnable, and this is clearly communicated in the product description.

Proof of purchase must be provided for us to process a refund. Any items received in a non-sellable condition will not be accepted. Please ensure that you return the goods to us folded and in their original packaging.

*Our warehouse inspects all garments upon return, and a return or exchange will be refused if any stains or residues are found. So please be careful when trying on your order, avoiding make-up, deodorant, tanning products, etc

How long does a refund/exchange take to process?

We ask to allow 10-14 working days for your refund to be processed. Once received, inspected, and approved you will receive a confirmation via email that you refund has been processed.

Please allow up to 5 days for funds to clear in your account due to varying bank processing times.

What if my items arrive damaged, defective, or incorrect?

If there is any issue with the items on your order, please reach out to us, and we will respond within 48 business hours.

Contact us

Warranties

What products/gear is covered under warranty?

Our neoprene wetsuits & hoodies as well as our helmet is covered under our warranty policy.

To validate the warranty, the product must be registered by the original purchaser and proof of purchase from an authorised Vivida dealer kept. The receipt must clearly identify the dealer. This warranty is valid for 1 year from the purchase date, or if a pre-order item, 1 year from the dispatch date.

Purchases made via our website are automatically registered, so you don't need to complete the form.

Learn more

Where do I register my product?

To register your product, visit our Product Promise & Warranty page.

Register here

How do I start a warranty claim?

If your product meets the particulars of our policy, please start our Returns Process.

Make sure you have:

A product with warranty registered at purchase
The original purchase receipt
Clear photos showing the problem or defect

Returns Process

What is the difference between a return and a warranty?

Our warranty policy only applies to eco neoprene items and helmets. A warranty repair or replacement would be issued for only these product types in the case of a product defect (within the terms of our policy).

Whereas, the Vivida returns process follows a different set of guidelines.

Returns Guidelines

Product & Sizing

How often do you restock?

We restock products based on demand on a rolling basis.

Any items that are currently on order with our factories will have the ability to pre-order.

If you are curious about a restock of any particular item, please reach out to us.

Contact us

Do you offer product customisation?

Yes, we offer a plethora of customisation options where we can personalise a number of products, from ponchos to tees, hats, and more. Reach out to us to find out more.

Contact us

How do Vivida products generally fit?

We have different fits depending on the product category. More information can be found in our sizing guide.

Size guide

What size am I?

Please check our sizing guide to ensure you order the correct size item.

Size guide

Where can I try Vivida on?

You can visit one of our stockist locations nearest you, or you may find a location on your next trip or travel adventure.

Check out the below to find our stockists across the globe.

Vivida stockists

How should I wash & care for my Vivida items?

Please be sure to read the care instructions for each Vivida product and follow the recommended instructions for care and washing.

This will ensure your items remain in great condition.

I have product design ideas, or have a suggestion to make your product better, how do I share them with you?

To share product design ideas or feedback, contact us at feedback@vividalifestyle.com

Sustainability & Manufacturing

What sustainability certifications do you work with?

We work with a number of certifications and organisations to ensure our eco products meet the highest standards. Certifications we work with include: OekoTex Class I, REACH, Control Union Certified, Global Recycled Standard, GOTS, Bluesign.

We are not perfect and we still have work to do, but working with organisations and factories that take pride in certified sustainability is key to the values of Vivida.

What sustainable / eco conscious materials do you use?

We are proud to work with sustainable materials & fibres including: recycled post consumer plastic bottles, recycled rubber tyres, solvent free glue, and sustainably grown, organic cotton certified to OekoTex Class I standards and conforming to REACH. This represents only some of the sustainable materials we work with and we are continually looking for better options to give you more opportunities to buy sustainably.

We are not perfect, but taking on sustainable objectives step by step is the best way we can continue to improve, learn and grow in our eco-conscious practices and business goals. 

To learn more, visit our page on sustainability.

Learn more

Where are your items produced?

Our items are produced in various locations, depending on the product.

We source from a solar powered manufacturing facility in India, as well as in China.

To learn more about our manufacturing and explore more about our sourcing and sustainability practices follow the below link:

Learn more

What is Vivida doing to support the planet and slow climate change?

Whether through product development and the fabrics we choose, manufacturers we select, or ways in which we aim to lower our carbon footprint in production, we are constantly evolving and aiming to do better for the the future of the planet.

We deeply believe in our connection to nature and our core value as a business of supporting mother earth is intrinsic to our existence.

We welcome you to visit our Sustainability Page to learn more.

Sustainability Page

Other

How can I stay up to date with Vivida Lifestyle news?

At the bottom of this page, you can sign up to receive Vivida news, updates, and exclusive deals - simply enter your email address below.

Is Vivida a clothing brand?

No - Vivida was born as a concept, an idea, a philosophy.

Vivida Lifestyle was initially created as a purely passion-driven project, serving as a reminder and daily inspiration to live life to the fullest. Today, this passion project has evolved into a movement that touches nearly every corner of the world with sustainable products and an unmistakable energy.

Clothes and products came in later as a natural way to make the project tangebile. It gave our community a way of proudly promoting their values. While today our products form a fundamental basis for the overall project, our vision goes far beyond being just a clothing & sportswear brand. We are here to inspire change and improve the quality of peoples’ lives.

Where is Vivida based?

Vivida Lifestyle's core is based in the UK, but our team works from locations across the world.

I have some good ideas, how should I share them with you?

Feel free to reach out with your great ideas via our Contact Us form.

We appreciate your insight and input!

Contact us

How can we collaborate / how can I become an ambassador?

If you'd like to inquire about collaborations or partnerships, please reach out via our Contact us page. To become an ambassador, you can fill out an Ambassador Application Form.

Here

How can my shop become a stockist?

Interested in stocking Vivida? We'd love to hear from you!

Learn more

How can I become an affiliate?

We welcome you to fill out our affiliate contact form, and we'll reply to you shortly with details.

Contact Form