Help center

Frequently Asked Questions

Here are some answers to popular questions about our brand and products.

Looking to get in touch or have other questions not listed? Contact us here

Shipping & Delivery

  • Q: How do I place an order?
    A: Simply browse our products, add items to your cart, and proceed to checkout. You will receive a confirmation email once your order is placed.

    Q: What payment methods do you accept?  We accept all major credit/debit cards, PayPal, Apple Pay, Google Pay, and other secure payment options.  

    Q: Can I modify or cancel my order after placing it?
    A: Orders can not be modified or canceled. Please contact our support team @ contact@vivavoce.live

  • Q: Where do you ship?
    A: We currently ship within The United States. Check our shipping policy for full details.

    Q: How long does delivery take?
    A: Standard shipping usually takes 3–7 business days.

    Q: How can I track my order?
    A: Once your order ships, you’ll receive a tracking link via email. From there, you can follow your package in real time with the latest updates.

  • Yes, we offer free shipping on all orders.

  • No, at this time we do not ship internationally.

  • Q: What’s your return policy?
    A: We accept returns within 14 days of delivery for unused items in original packaging. Some exclusions may apply*  Underwear and (Clearance/Final Sales Items which are labeled on site).

    Q: How do I start a return?
    A: Please contact our customer service team to initiate a return contact@vivavoce.live

    Q: When will I receive my refund?
    A: Refunds are processed within 5–7 business days after the goods are returned and  inspected.

    Q: Do I need to pay for my return?
    A: No.  Returns are free of charge.

  • Q: Do I need an account to order?
    A: No account is necessary, but creating one lets you track orders, save addresses, and manage your preferences and become part of our community

    Q: Is my payment information secure?
    A: Absolutely. Our website uses SSL encryption and trusted payment gateways to ensure your data is safe.

  • Q: How can I contact customer service?
    A: You can reach us via contact@vivavoce.live or through our contact Us page.

    Q: What are your customer service hours?
    A: Our support team is available Monday to Friday, 9 a.m – 5 p.m EST

Returns & Refunds

  • Yes, we offer full and partial refunds.

    Please enquire for more information about our Refund policy.

  • A refund request can be submitted within a month after the purchase is made.

  • In the case when the product and packaging are unopened and undamaged, you are eligible for a full refund.

    In the case when the packaging has been opened and the product has been used, you are eligible for a partial refund.

    In the case when a product has been damaged, and the damage is not covered by your warranty, you are not eligible for a refund.

    Please check our Terms of Service to see if you're eligible for a refund.

  • When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

  • When an order includes free shipping, only the cost of the return shipping is handled by the customer.

Warranty & Repair

  • All our products are subject to quality control.

    Our warranty provides a guarantee against manufacturer defects.

    The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.

    It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.

  • An extended warranty can be added to your products for an additional cost.

    Please get in touch for more information about extended warranties.

  • The extended warranty could come at a different cost depending on the type of product and extended period.

    Please get in touch for more information.

Payments & Safety

  • All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

  • Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

    Learn more about our store's safe checkout experience (powered by Shopify) here.

  • For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

  • We accept payments from major credit card companies like Visa, Mastercard, and American Express.