transportation
- All orders are shipped from China, via DHL with free shipping on all orders.
- We typically process and dispatch orders within 7 business days if the item is in stock. If an item is unavailable, we will notify you via email within 48-72 hours.
- Based on your location, your order is expected to be delivered within 20-30 days.
- Please note that Vivinook is not responsible for lost, stolen, or delayed packages due to postal service issues.
Customs & Duties
- International orders may be subject to customs duties and taxes upon arrival in the destination country. These charges are determined by local authorities and must be paid by the recipient. As customs policies vary by country, we recommend checking with your local customs office for details.
- Vivinook cannot accept returns or provide refunds for orders refused due to unpaid customs fees. Additionally, parcels returned to us by the shipping company due to unpaid customs charges will not be eligible for a refund.
Order Cancellations & Changes
- We aim to process and ship orders as quickly as possible. Once an order has been shipped, we are unable to modify or cancel it. If you need to make changes or cancel an order, please contact us immediately at vivinook@gmail.com
Damage Items
- If you receive a damaged or defective item, please contact Vivinook immediately. We will assess the damage and arrange for a replacement or repair.
Exchanges & Refunds
We have a 14-day return policy, which means you may return or exchange an undamaged product within 14 days of purchase, provided it is unused and in its original condition.
- Customers are responsible for return shipping costs.
- A $25 handling fee will be deducted from all refunds.
- Returns and exchanges are at the customer’s cost and risk.
- We will process your return request within 48 hours. The refund will be issued to your bank account via the original payment method within 3-7 days after we receive and inspect the returned goods.
Exceptions:
- Due to hygiene regulations, we do not accept returns or exchanges on pierced earrings or body jewelry.
- Sale items, discontinued products, and charity purchases are final sale and cannot be returned.
- Custom-made pieces are non-refundable.
How To Return Your Order
To initiate a return, please contact us through our website. We will respond within 72 hours with return instructions.
Returned items must be in their original condition and packaging to qualify for a refund. Refunds for incorrect or defective items will include standard return postage costs. Any additional shipping charges paid by Vivinook for non-defective returns will be deducted from the refund.
Please send returns to:
Vivinook
[Re: Privacy Compliance Officer]
vivid nook
Building E, Xicheng New Center, Qingyang District, Chengdu City, Sichuan Province
vivinook@gmail.com
To ensure safe return delivery, we recommend using a rigid cardboard box or bubble-padded envelope and purchasing shipping insurance. Vivinook is not responsible for returns damaged in transit.
Lost Parcels & Delivery Issues
- Vivinook is not liable for orders shipped to incorrect addresses due to customer errors. If you need to update your shipping information, please notify us within 12 hours of placing your order.
- If a package is lost, we will assist in liaising with the courier service to locate it or file a claim. However, any additional costs incurred will be the customer’s responsibility.
Chargebacks & Bank Disputes
- We strive to resolve all issues directly with our customers. Filing a chargeback or dispute with your bank before contacting us may result in a prolonged resolution process. Any fees incurred due to chargebacks are the customer’s responsibility.
Agreement
- By completing a purchase through our website, you agree to all terms and conditions outlined above.