FREQUENTLY ASKED QUESTIONS

GENERAL

www.vivorosa.com is the official website for vivorosa shoes. 

DO YOU ACCEPT RETURNS?

vivorosa.com accepts returns from purchases made online.

DO YOU ACCEPT RETURNS ON SALE ITEMS?

vivorosa.com accepts returns from sale items as long as they are shipped back to us unused, unworn, with all the right tags and packaging intact.

WHAT SHOE SIZES DO YOU MAKE?

Our standard size run is 5-10 

However, we do make some styles in sizes 4-11

ONLINE SHOPPING:

ORDERS:
WHAT FORM OF PAYMENTS DO YOU ACCEPT?

We gladly accept VISA, Mastercard, American Express. ApplePay, and Paypal.

I'M UNSURE ABOUT A SIZE OR FIT.

You can find size and fit information in each product description. Please see our international size chart here.

I WANT A STYLE OUT OF STOCK. WHAT CAN I DO?

We carry very limited quantities and sizing of each product, but we do offer a sign up to be notified of any restocks and added styles.

I'M GETTING AN ERROR WHEN I PLACE MY ORDER.

Please review all information closely- credit card. billing and shipping addresses as this is common. The billing information should match exactly with the bank records.

CAN I MAKE CHANGES OR CANCEL MY ORDER?

Of course! Please note we do process orders as fast as possible, so the faster you email us the better!

I MADE A MISTAKE ON MY SHIPPING ADDRESS. HOW CAN I FIX IT?

Please contact use directly at Hello@vivorosa.com as soon as possible to get it fixed.

WHY HASN'T MY ORDER STATUS UPDATED?

Your order may have been on hold for review or was placed outside the business hour time frames, we will update on any information if needed.

WHAT DOES "PROCESSING" MEAN?

When an order has been placed our next step is to get it shipped. Once its shipped you will receive a tracking number and the status will change to "shipped" on your order history online. Order placed on Friday. weekend, or holidays will be processed the next business day. 

WHEN WILL MY ORDER SHIP?

Order ship within 1-5 days from purchase, excluding weekends and holidays/.

HOW CAN I TRACK MY ORDER?

A shipping email notification will be sent out with the tracking and a link to track it.

SHIPPING:

HOW MUCH IS SHIPPING?

We charge a standard 8.99 USD for any orders that are less than 99 USD

If your order is over 99 USD it is free shipping!

DO YOU REQUIRE A SIGNATURE?

We do not require a signature.

WHERE DO YOU SHIP TO?

We currently offer shipping to the US and Canada with the exception of the following places:

ALASKA
GUAM
HAWAII
NORTHERN MARIANA ISLANDS
PUERTO RICO
VIRGIN ISLANDS

 

WHERE DO YOU SHIP FROM?

We ship from Toronto, Canada.

WILL THERE BE DUTIES AND TAXES ON MY ORDER?

Orders to the US may incur duties, and since we are shipping from Canada, we only charge taxes in Canada nationwide and not on US orders.

RETURNS:

CAN I RETURN ITEM(S)?

Yes, we do accept returns on most items. Returns must be shipped back to us within 30 days from delivery date. The item must be brand new, unworn and in original packaging and tags. 

Please note we do not offer free returns.

CAN I EXCHANGE?

We do not offer exchanges. You can return your item and place a new order.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

As soon as we get it into our warehouse we will inspect and issue a refund as soon as possible but we do not control how long the bank takes to process the payment back to you. Check out our Refund Policy here.

CAN I RETURN A SALE ITEM?

Yes, as long as its unworn, brand new and in original packaging and tags. 

HOW DO I USE PROMO CODE?

To use your online code, simple enter it during checkout, if its correct it will be applied to your order before completing payment.