Frequently asked questions
FAQ
How can I track my order?
How can I track my order?
We aim to process and ship all orders within 24–48 hours.
Once your order has been dispatched, you will receive a confirmation email with a tracking number and a link to follow your parcel. Simply use the tracking details provided to monitor your delivery through our shipping partner’s website.
How long will it take to receive my order?
How long will it take to receive my order?
We always strive to deliver your order using the best carriers and services available in your country.
For detailed information about delivery times and shipping rates by region, please visit our Shipping Information page.
Can I cancel or change my order?
Can I cancel or change my order?
If you need to make changes or cancel your order, please contact us within 12 hours of placing it. After this time, we may already have started processing and shipping your order.
What should I do if I receive a damaged or faulty item?
What should I do if I receive a damaged or faulty item?
If your item arrives damaged or faulty, please email us at contact@vivazlondon.com within 7 days of delivery with photos of the issue. Our team will be happy to help with a replacement or refund.
My order hasn’t arrived — what should I do?
My order hasn’t arrived — what should I do?
Please check your tracking link first. If your order is delayed beyond the estimated delivery window, contact us and we will investigate with the carrier.
What is your return policy?
What is your return policy?
You may return items within 14 days of delivery, provided they are unused, unworn, and in original packaging.
How do I return or exchange an item?
How do I return or exchange an item?
Please contact us at contact@vivazlondon.com with your order number. We will provide instructions and return details.
How long does it take to process a refund?
How long does it take to process a refund?
Refunds are usually processed within 5–7 business days after we receive your returned item.
Which payment methods do you accept?
Which payment methods do you accept?
We accept major credit and debit cards, PayPal, Apple Pay, Google Pay, and other secure payment methods at checkout.
Are my payment details secure?
Are my payment details secure?
Yes. All transactions are encrypted and processed securely through Shopify Payments and trusted partners.
Will I be charged customs duties or import taxes?
Will I be charged customs duties or import taxes?
For UK customers, there are no additional customs charges. For international orders, duties and taxes may apply depending on your country’s regulations.
Are your watches water-resistant?
Are your watches water-resistant?
Yes, all Vivaz London watches are water-resistant to 3 ATM (30 metres), making them suitable for everyday use, but not for swimming or diving.
Do your products come with a warranty?
Do your products come with a warranty?
Yes. All watches include a 12-month warranty covering manufacturing defects.
How should I care for my watch?
How should I care for my watch?
Avoid prolonged exposure to water, chemicals, or extreme temperatures. Clean with a soft, dry cloth to maintain its finish.