FAQs

How can I contact VivaRay?
You can email us at shopvivaray@gmail.com, and our customer service team will be happy to assist you with any inquiries.
We aim to respond to all inquiries within 1-2 business days. Our customer support hours are 9:00 AM - 6:00 PM (GMT), Monday to Friday.

Do you ship worldwide?
No, we currently only ship to the United Kingdom.

Where do you ship from?
We ship from Shenzhen, China.

Can I change or cancel my order?
We process orders quickly. If you wish to cancel your order, please contact us within 12 hours of placing your order. After this time, changes or cancellations will not be possible, but you can still return the product within 14 days of receipt, in line with our return policy.

What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.

When will my order be processed?
All orders are processed between Monday and Friday. Please allow 1-3 business days for processing, and orders will be shipped out the following day after processing. We do not ship on weekends.

How long will it take to receive my order?
You should receive your order within 5 working days. However, due to high demand and/or customs clearance, shipping times may vary and can take between 1-4 weeks.

What if I don’t receive my order?
If you haven't received your order within 30 days after it ships, please reach out to us at shopvivaray@gmail.com. We will issue a full refund.

Will I be charged with customs and taxes?
The prices on our website are tax-free in British Pounds. However, you may be liable for customs duties, taxes, and related fees once your order arrives at its destination. These charges are determined by your local customs office and are your responsibility.

How do I return an item?
To return an item, please contact us at shopvivaray@gmail.com for instructions. You can return your order within 14 days of receipt for a full refund, provided the item is in its original, unused condition.

What if the item(s) I received are defective, incorrect, or damaged?
If you’ve received a defective, incorrect, or damaged item, please contact us within 30 days of receiving the product. Provide your order number, photos of the items, and any other relevant information. We will work to resolve the issue as quickly as possible.

When will I receive my refund?
Refunds will be processed within 14 days of receiving the returned item or cancellation request. If you paid by credit or debit card, the refund will be credited to your card-issuing bank within 7-10 business days. Please note, it may take additional time before the refund appears in your account.