Our products are all hand-made with love and attention to details, but we know they are not always perfect. If you are not 100% in love with them, you can submit a return or exchange request within 14 business days from the order delivery date.

Please contact us at info@vivimaya.com and include:

• Your order number
• The item(s) you wish to return or exchange
• The reason for your request
• Clear photos showing the item(s) and all original tags attached

We aim to review your request within 24 hours and will provide the return instructions and correct return address after approval.

Please do not return any item without prior authorization. Do not send your parcel to the address shown on the original shipping label or waybill, as this may not be our designated return facility. Unauthorized returns or parcels sent to an incorrect address may not be accepted.

To qualify for a return or exchange:

• The request must be submitted within 14 business days of delivery.
• The item must be unworn, unused, unwashed, and unaltered.
• All original tags must remain attached.
• The item must be returned in its original packaging.
• The item must be securely packaged to prevent damage during transit.
• Proof of purchase or the original order number must be provided.

Items that do not meet these conditions may be refused.

Once your return has arrived and been inspected, we will notify you of the result.

Approved returns will normally be issued as a VIVIMAYA gift card sent to the email address used to place the order. The gift card will be valid for 12 months from the date of issue.

Original shipping charges are non-refundable, except where otherwise required by applicable law.

It may be possible to cancel an order within 2 hours of it being placed. Cancellation requests received within this period will be processed without a cancellation fee.

If a cancellation is requested after 2 hours and the order can still be canceled, a 5% cancellation fee will be deducted from the order total.

Once an order has entered processing, packing, or dispatch, we may be unable to cancel or modify it.

Approved cancellation refunds will be returned to the original payment method within 3–5 business days. Your bank or payment provider may require additional time to display the funds in your account.

To request a cancellation, please email info@vivimaya.com as soon as possible.

Exchanges are subject to product availability.

If the replacement item costs more than the original item, you will be required to pay the price difference.

If the replacement item costs less than the original item, the remaining balance will be issued as a VIVIMAYA gift card.

Please contact us before returning an item for exchange so that we can confirm availability and provide the correct instructions.

Please inspect your order as soon as it arrives.

If you receive a faulty, damaged, or incorrect item, contact info@vivimaya.com within 7 business days of delivery. Include your order number and clear photos or videos showing the issue.

Faults may include holes, open or unsewn seams, damaged components, or other manufacturing defects.

Once the issue has been reviewed and confirmed, we may offer a replacement or a VIVIMAYA gift card equal to the value of the affected item. Additional remedies will be provided where required by applicable consumer-protection law.

Normal wear and tear, accidental damage, incorrect care, or damage caused after delivery is not considered a manufacturing fault.

Customers are responsible for return and exchange shipping costs when returning an item because of sizing, fit, personal preference, or a change of mind.

VIVIMAYA does not provide prepaid return labels for standard returns or exchanges.

If an item is confirmed to be faulty, damaged upon arrival, or incorrectly shipped by VIVIMAYA, we will provide an appropriate solution and cover reasonable return shipping costs where applicable.

We strongly recommend using a trackable shipping service and keeping your tracking number and shipping receipt until your return has been completed. VIVIMAYA is not responsible for return parcels lost in transit.

Where permitted by applicable law, accessories are final sale and cannot be returned or exchanged unless they arrive faulty or damaged.

Accessories include, but are not limited to, bags, shoes, sunglasses, earrings, necklaces, rings, belts, and similar items.

Items marked “Final Sale” are not eligible for return or exchange unless they are confirmed to be faulty or applicable law provides otherwise.