We provide 30-day free after-sales service for all orders, including returns and refunds, etc.

Return and refund instructions：

How long do I have before request a return? We provide a 30-day free after-sales service for all orders.

Starting with the date of the signed off the order from the logistics company.

How can I request a refund?

There are two ways for you to request a refund for your order:

Request a refund from customer service

If your situation is more complicated, you can contact us with customer service to request a refund.

Situations are covered by free after-sales service

Following are some practical examples of what is covered by free after-sales service:

Situation: Some products you purchased on vivaese.com have quality problems or are broken within shipping.

Answers: In most cases, we will refund you the products in full.

Situation: You did not receive your package？

Answers: In most cases, we will help you track the package first. If it is determined that the package has been lost, we will refund the full amount for you.

Situation: Some products have not enough quantity

Answers: In most cases, we will refund you the missing products in full.

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NON-RETURNABLE PRODUCT

The following types of products are not accepted for return:

  • Unsellable Product: A product that has been defaced or altered in any way may not be returned. This includes but is not limited to price tags, stickers, or other markings made with pen or marker, and cracked, dropped, or broken appliances.
  • Discontinued Product: Discontinued and discounted products cannot be returned
  • Seasonal Product: Products that are branded or packaged as seasonal/holiday may not be returned.
  • Promotional, Prepack, Intro Kit, and Free Items: For an exchange or refund to be processed, these items must be returned with the merchandise they were ordered. Promotional and free items may not be returned by themselves.
  • Make-up, Makeup brushes, combs， and brushes: All sales are final.

Limited to inventory or the production cycle of the factory, some products may be temporarily out of stock. Normally, we will automatically refund these items for you； it’s also free. If you can’t accept it, please get in touch with us or remarks when ordering.

Situations are not covered by free after-sales service

Due to the high cost of international logistics and customs duties, the refund is not covered by free after-sales service when meeting the following situations：

  • I received the product； I don’t like it.
  • The wrong color and size chosen at the time of purchase cannot be returned or refunded
  • Provide the wrong delivery address, can not return the goods
  • The consignee’s phone is always unanswered, and cannot get in touch via email, phone, social media, etc.
  • The customer’s failure to cooperate with customs clearance causes the package to be destroyed by customs.
  • The customer requested that the package be placed in the garage or outside the door, causing the package to be lost.

Products that are not the quality of the product cannot be returned

And the return packages that require payment of freight or customs duties would not be accepted.

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