Weekend sale! Get up to 50% off and free shipping on all orders; use code HOLIDAY123.
SHIPPING AND RETURNS
SHIPPING POLICY
At Vivora, we work to ensure your order arrives safely and within the estimated timeframe. Here is how our shipping process works:
Order Processing
Once payment is confirmed, the order undergoes a review, picking, and preparation stage for shipment.
The processing time is 1 to 3 business days, though this may vary during promotional periods or times of high demand.
Delivery Time
The delivery timeframe is provided at the time of purchase and varies based on:
Delivery address;
Selected shipping method;
Product availability.
The delivery timeframe begins once payment is confirmed.
Tracking
As soon as the order is dispatched, the customer will receive a tracking code via email or WhatsApp to monitor the delivery.
Shipping Costs
Shipping costs are calculated automatically at checkout, based on the destination ZIP code, product weight, and the selected shipping method.
During promotional campaigns, Vivora may offer free shipping for specific products or regions.
Delivery Attempts
Carriers and the postal service attempt delivery at the address provided by the customer. If delivery cannot be completed due to the recipient's absence or an incorrect address, the order may be returned to the sender. In such cases, re-shipping may incur additional shipping charges.
Delivery Delays
While we strive to meet delivery deadlines, delays may occur due to external factors such as weather conditions, strikes, holidays, high logistical demand, or other events beyond our control.
Should this happen, our team is available to track the delivery status and provide all necessary support.
Important Information
Please verify that the delivery address is entered correctly before finalizing your purchase.
Ensure that someone will be available to receive the order at the specified location.
If you have any questions regarding shipping, please contact our customer service team. Vivora – Committed to safe, transparent delivery and an excellent shopping experience.
Return and Exchange Policy
At Vivora, we strive to offer quality products and an excellent shopping experience. If you need to make an exchange or return, please follow the guidelines below.
Right of Withdrawal
In accordance with Article 49 of the Consumer Protection Code, you may request a return of the product within 7 (seven) calendar days of receiving your order, provided the purchase was made online.
For the return to be approved, the product must:
Show no signs of use;
Be in its original packaging, whenever possible;
Include all accessories and items originally sent.
Exchange Due to Defect
If the product has a manufacturing defect, please contact our customer service team within 30 calendar days of receipt.
After inspecting the product, Vivora may:
Replace it with an identical or equivalent product;
Refund the amount paid;
Or provide another solution as stipulated by current legislation.
Products Ineligible for Exchange
We do not accept exchanges or returns for products showing:
Signs of misuse;
Damage caused by the customer;
Alterations or packaging tampering that compromises the product's integrity.
How to Request an Exchange or Return
To request an exchange or return, please contact our Customer Service Center with the following information:
Order number;
Full name;
Reason for the request;
Photos of the product, if necessary.
Our team will review the request and provide instructions on how to proceed with the process.
Refunds
Once the returned item is received and approved, the refund will be processed according to the original payment method used for the purchase.
Credit card: the chargeback will be requested from the card issuer and may appear on your statement within the next two billing cycles, depending on the issuer's policies. Pix or bank slip: the refund will be issued via transfer to a bank account held by the buyer, within 10 business days of the return being approved.
Customer Service
If you have questions regarding our Exchange and Return Policy, please contact our customer service team. We will be happy to assist you.
Vivora
Beauty, Health, and Wellness—with transparency, trust, and respect for the consumer.