Shipping policy
We ship orders to customers located within the European Union (EU). This Shipping Policy explains our delivery times, shipping costs, order processing, and what to expect after placing an order.
1. Order Processing
Orders are normally processed within [1–3 business days] after payment has been successfully received.
Orders placed on weekends or public holidays will be processed on the next business day.
Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information, where available.
2. Shipping Times
Estimated delivery times within the EU are:
- Standard shipping: [5–8 business days]
- Express shipping: [1–3 business days, if available]
Delivery times are estimates and may vary depending on the destination, carrier, public holidays, weather, or other circumstances outside our control.
3. Shipping Costs
Shipping costs are calculated and displayed at checkout before you complete your purchase.
We may offer free shipping for orders above 65€ or during promotional periods. Any applicable shipping promotion will be clearly stated at checkout.
4. Delivery
Please ensure that your delivery address is complete and accurate. We are not responsible for delays or failed deliveries resulting from incorrect or incomplete address information provided by the customer.
If your package appears to be delayed, please first check the tracking information provided by the carrier. If the package has not arrived within a reasonable period after the estimated delivery date, contact us at info@viva-shop.eu and we will assist you.
5. Lost or Damaged Packages
If your order arrives damaged, please contact us at info@viva-shop.eu as soon as possible and provide your order number and, where appropriate, photographs of the damaged package or products.
If a shipment is confirmed as lost in transit, we will work with the carrier to investigate the shipment and, where appropriate, provide a replacement or refund in accordance with applicable law.
6. Customs, Duties and Taxes
For deliveries between EU member states, customers generally do not have to pay import customs duties.
Any VAT or other taxes applicable to your order will be handled in accordance with applicable EU and national tax rules and will be shown at checkout where required.
7. Right of Withdrawal and Returns
If you are a consumer purchasing online within the EU, you generally have a 14-day right of withdrawal from the date you receive your order, subject to applicable legal exceptions.
Our separate Returns & Refunds Policy provides information about how to exercise this right and how returns are handled.
Nothing in this Shipping Policy limits any mandatory consumer rights you have under applicable EU or national law.
8. Delivery Problems
If you have not received your order within the estimated delivery period, or if tracking indicates a problem with delivery, please contact us at:
Email: info@viva-shop.eu
We will make reasonable efforts to investigate and resolve delivery issues.
9. Changes to This Policy
We may update this Shipping Policy from time to time to reflect changes to our shipping services, carriers, or applicable legal requirements. The current version will always be published on our website.