Return Policy

Return Policy for VivaLena

At VivaLena, we prioritize your satisfaction. While our products are personalized and unique, we understand that issues can arise. Here is our return policy to address potential concerns:

Returns If you are not satisfied with the quality of the products received, kindly contact us at info@vivalena.com within 30 days of receiving the item. We will investigate the matter and if our quality assurance team validates your claim, we will offer a complimentary replacement order as quickly as possible. If a replacement is not feasible or you cannot wait for a new order, a refund will be provided.

Color Consistency While we strive for utmost accuracy in our prints, perfect color consistency cannot always be guaranteed due to various factors inherent in the printing process. Such variations fall within acceptable tolerance levels and are not covered under our quality guarantee.

Defective or Damaged Products If you receive defective or damaged orders, such as damage to the delivered products, errors in the number or quantity of the delivered products, or lack of quality of the delivered product not caused by lack of quality of the content you have provided. Should you want to submit a new order, we will cover the costs of the new order.

Lost Orders For packages lost in transit, please reach out at info@vivalena.com within 30 days from the estimated delivery date. We will send out a replacement order on your behalf.

Return Policy We currently do not support returns because the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order.

Returned to Sender Policy For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order. This way, you will only pay again for the shipping of the order.

Wrong Address If you provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

Rejected by the Recipient If you reject the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

Unclaimed If you are not able to receive your order at the provided address, the shipments may be available for pick up at your local post office or carrier pick up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).

Refunds Upon approval of a refund, the amount will be credited back to your original payment method within 10 business days. Delays might occur depending on your bank or credit card company's processing times. If more than 15 business days have passed since your refund was approved, please contact us at info@vivalena.com.

Shipping Costs Please note that shipping costs are non-refundable and will be excluded from any approved refunds.

European Union 14-Day Cooling Off Period While we strive to meet the needs of all our customers, it is essential to highlight specific regulations pertaining to the European Union. If your merchandise is shipped to a location within the European Union, you are granted the right to cancel or return your order within a span of 14 days, without the necessity to provide a specific reason or justification. However, it is crucial to note that this right may not apply to products that are made to order due to their personalized nature. Should you choose to exercise this right, ensure the item is in the same condition as when it was received: unworn, unused, with its original tags intact, and in the original packaging. Additionally, the receipt or proof of purchase must accompany any such returns. In this case please contact us at info@vivalena.com, Route de Saint-Cergue, 24bis #1056, 1260 Nyon, Switzerland (do not return goods to this address)

Exclusions Sales items, gift cards, and certain types of products (e.g., perishable goods) are exempt from our return policy.