Shipping and Returns
Shipping
What is the cost of shipping?
We offer shipping to all our UK customers at a flat rate of £3.99. International shipping is set at £16 for Europe, USA and Canada and £20 for the rest of the world.
Please note customers will be responsible for paying any duty and or tax charges added at the destination country.
How long does delivery take?
All our products are shipped using a recorded delivery system. This means a tracking number will be provided to you by email upon dispatch of your product. You can use this to find out the status of your package as it makes its way to you. Standard delivery is as follows:
UK- 2-5 working days, Europe- 7-10 working days, USA and Canada 10-15 working days. Rest of the world up to 21 working days. During sale, this will be longer and customers in the UK are expected to wait between 7- 10 working days.
Though we endeavour to maintain a high level of customer service across all our services; because we rely on a third party to deliver our goods, inevitably there may be delays in postage in a minority of cases. In the event of this happening, we will do our absolute best to keep you informed and get your order delivered as quickly as possible.
Disclaimer: Please note only orders made before 4:30 pm UK time will be processed and shipped the next working day. We do not offer a weekend delivery service, therefore the earliest possible delivery for orders placed on a Thursday after 4:30 pm will be the following Monday. Customers are responsible for entering their correct delivery address, Viva Luxé co will not accept any liability for non-delivery if mistyped/wrong or old addresses have been entered during the order process.
What Payment methods do you accept?
Purchases can be made via PayPal however, please note if you’re paying via eCheque on PayPal, payment takes up to 7 days to clear. Orders will not be processed and cannot be sent out before payments are cleared. Once payment clears, you will receive a confirmation email, a dispatch email, and tracking information.
Where do you ship to?
We ship both nationally within the UK and internationally to Europe, North America and Canada. We also ship to over 200 destinations worldwide including countries in Africa, South America, The Caribbean and Australia. If you are not sure whether we deliver directly to your country, please send us an email at info@vivaluxeco.com with your enquiry and we’ll get back to you as soon as possible.
Has my order been dispatched?
After you have placed an order, an email will confirm receipt of your payment. Once your order is processed, your hair will be dispatched and you will be informed by email. It can take between 24 and 48 hours post order for dispatch to occur.
I have not received my order, what happens next?
We are constantly striving to provide the best level of customer service with both the products we offer and the service we deliver. However, in the event that something goes wrong and you have not received your order within the specified time frames, please contact us via our designated customer service email orders@vivaluxeco.com . Where we will endeavour to establish the problem and deal with your enquiry as a matter of urgency.
What delivery service is used?
All items are shipped using the most appropriate method for your destination and order volume.
Returns
What is your returns policy?
Viva Luxéco hair extensions may be returned for a full refund only in the event of our product being faulty. You have 14 days from purchase to notify us of the fault by email to obtain confirmation of accepting the return. You can email us on returns@vivaluxeco.com please include “RETURN REQUEST” and your order number in the subject. Please do not post anything until you have received confirmation of the correct return address by email. Before sending please ensure all extensions remain in their original packaging and are completely unused with tags intact. We will be unable to accept any returns found to be compromised in this way.
Customers will be responsible for return shipping costs. We recommend using a trackable service and purchasing insurance to ensure that we safely receive your return. Viva Luxéco will not accept liability for any items that do not reach us securely.
At this time we do not accept exchanges.