vivapost Store Return & Refund Policy

Return Window

vivapost Store welcomes returns submitted within 30 days of the delivery date. To qualify, returned merchandise must be unused, unopened, and in its original resalable condition, with all original product tags (where applicable) still attached and the original packaging fully intact. If an item arrives damaged, defective, or materially different from its description, it remains eligible for return even after the return window has closed.

Items that cannot be returned:

• Merchandise marked as final sale at the time of checkout
• Personal care, hygiene, and intimate apparel products that have been opened or partially used
• Intimate apparel, swimwear, and undergarments
• Digital download codes, e-gift certificates, and physical gift cards
• Products damaged as a result of customer misuse, improper storage, or failure to follow the product handling instructions
• Returns received after the 30-day return window without prior written authorization from vivapost Store support

How to Initiate a Return

1. Send an email to our support team at [email protected] including your complete order number, the specific item(s) you want to return, and a short explanation of the reason. If your return concerns damage or a defect, please attach clear photographs of the affected items and their packaging to your initial message.
2. Our team will evaluate your request and provide a valid Return Merchandise Authorization (RMA) number within one business day, together with return shipping instructions where applicable.
3. Carefully pack the item(s) you are returning so they are protected during transit, and write the assigned RMA number clearly and legibly on the exterior of the shipping package. Never write directly on the original product packaging.
4. Send the package to the return address stated in your RMA confirmation email, using a shipping method that provides tracking.

Returns that arrive without a valid, active RMA number may be declined upon receipt or may encounter substantial processing delays. vivapost Store cannot be held responsible for return packages that are lost or stolen when shipped without a valid RMA.

Refund Processing

Once vivapost Store receives and inspects the returned item, approved refunds are issued to your original payment method within 3–5 business days. When a damage or defect claim is approved (with valid photo evidence submitted upfront), the refund is processed within 1–2 business days of claim approval. Please note that your bank or card issuer may require an additional 5–10 business days to post the refunded amount to your statement, depending on its processing timelines. Original shipping charges are not refundable unless the return results from an error on our part (for example, an incorrect or damaged item was sent). vivapost Store issues all refunds directly to the original payment method used at checkout; store credit is provided only when the customer explicitly requests it at the time of the return.

Damaged or Incorrect Items

Should your order arrive damaged, include incorrect items, or otherwise differ from its description, please contact us within 7 days of delivery and provide clear photographs of the issue, your order number, and details of the problem. We will arrange a replacement of the correct item or issue a full refund at no additional cost to you, and we will cover all return shipping fees associated with sending back the affected item.

Return Shipping Costs

Customers bear all standard return shipping costs unless the item being returned is defective, was damaged in transit, or the issue stems from an error made by vivapost Store. For standard returns, a prepaid return shipping label is available with a $7.95 deduction from your total refund amount. For any return caused by a vivapost Store error (incorrect items, shipping damage, or items defective on arrival), we cover 100% of return shipping costs, with no deductions from your refund.