FAQ
We hope we can answer your question below, but if not, feel free to contact us!
ORDERS & SHIPPING
To lookup the status of your order, click here! If you have a heyviva.com account, you can log in and view order status and tracking on the My Dashboard page, under recent orders. It typically takes 1-3 business days for an order to ship. If you need further assistance, please click here to email us.
Depending on the status of your order, we may not be able to cancel it. In order to best assist with your request, we recommend reaching out to us via phone or live chat for immediate assistance. If we are unable to cancel your order, we can always walk you through our easy returns process.
Step 1: Contact us at support@heyviva.com with your order number.
Step 2: We will reach out with instructions once we receive your request.
Step 3: Place your item(s) into the original packaging.
Step 4: Deliver your package to a certified shipping carrier. Be sure to get a receipt and tracking code.
Once your order has been completed, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please place a new order on the website for the additional items. Remember, shipping is free
Once your order has been submitted successfully, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please contact us immediately to cancel the order. Otherwise, we’d be happy to start a return for you for the looks you didn’t mean to order.
You may change your shipping address after you place an order by contacting customer service below. Typically, you can only do this the same day an order was placed because items are shipping as fast as possible. If an item has already been processed for shipping, you may not be able to change the address. All address corrections are subject to review and can be declined following a security screening.
Shipping estimates are provided by UPS and DHL. We have been advised that some customers may experience delays due to COVID-19 safety protocols. Sorry for the inconvenience!
PAYMENT
Our system can only take the amount that is confirmed by yourself at checkout, so please ensure you have checked out in the correct currency.
If your invoice/confirmation email shows the wrong amount, this is likely to be a misprint and your bank statement will confirm the correct amount has been withdrawn.
Apologies for any alarm caused. If you are still unsure please do not hesitate to contact us below with the relevant details.
We are really sorry if your card has been used fraudulently on our site. Please trust our team will do everything we can to help you out with this. Please get in touch below with the following information:The last 4 digits of your cardCard type (ie. Visa/Mastercard)Total amount chargedDate/time of chargeFull name & billing address the card is registered to
We accept all major credit and debit cards such as Visa, Maestro, MasterCard, Discover and JCB.
We regularly hold flash sales on our site and unfortunately these only run for the time allocated to the specific promotion. We may also choose to reduce or increase the price of certain products at any given time.
As you agree to the price of the item at the time of purchase, we have no obligation to make any alterations to this regardless of whether we reduce the price of the same item further down the line.
We're extremely sorry if you have experienced some trouble at the payment stage. This usually happens if there is something wrong with the information provided at checkout. This could be due to one of the following reasons:
The billing name/address doesn't match the cardholders.
Some of the payment info is incorrect.
You have tried to place a high volume of purchases in a short space of time.
You have used multiple devices/emails .
You have insufficient funds on the card you are attempting to use.
RETURNS & EXCHANGES
We will gladly accept unworn, unwashed, unaltered or unused merchandise in sellable condition for a full refund within 30 days of purchase. We do not accept returns from 3rd party retailers at this time. To see full policy, click here.
Please allow 2-4 days for us to process your returned merchandise after it has been received. We’ll refund the price of the merchandise including any taxes you were charged (excluding all applicable shipping charges) upon receiving the return. Depending on your bank, please allow up to two billing cycles for your credit to appear on your statement. For international orders, we are unable to issue refunds for any customs, duties or additional fees that may apply to your order.
If you'd like to change anything on your return before you send it out to us, please get in contact with ourcustomer service team here so they can cancel your original return request.You will then be able to register a new return with the required changes
Once you have completed your transaction, you’ll receive a confirmation email within 2 hours.
Our team then work extremely quickly to get this purchase picked and packed and sent out to you.
Once this has been dispatched, you’ll receive a dispatch email with a tracking link included, and this is usually sent within 72 hours of your transaction being placed.
PRODUCT& SIZING
We're so sorry if we've popped you a restock email for an item that is now out of stock. Our system is set up to notify you as soon as your chosen item becomes available - sometimes this may be just 1 x returned item meaning another customer has snapped it up before you've had chance to!
Please don't worry - our most popular items are restocked weekly so it's always worth keeping an eye on the product page itself.
Our sports bras are designed with a thick under band in order to keep you supported through any workout.
For our most supportive styles, we would recommend opting for a sports bra with thick straps and a crossover or racerback. We also offer styles with adjustable straps for a customisable fit.
You can find these details in the product description on the item page.
Our size guide can be found at the very bottom of our site or you can click here.
We restock our most popular pieces weekly so please make sure you are signed up for restock notifications on the product page. Please note that outlet items are unlikely to be restocked.
Additionally, we add new styles every week which we are sure you will love just as much - so keep an eye on our website!
INTERNATIONAL ORDERS
Yes! We ship almost everywhere in the world. To find out if we ship to your country,click here. If your country is not included, then unfortunately, we don’t ship to you.
For applicable countries, duties & taxes will be automatically calculated and displayed during checkout. Depending on the country, you will have the option to choose DDP (Delivery Duty Paid) or DDU (Delivery Duty Unpaid).
Please note that if DDU is selected, you will be responsible for paying the required duties & taxes upon delivery and the shipping carrier may not release the package without payment for duties & taxes.t.
We recommend using a carrier that will provide you a returns tracking #. Upon checking the receipt date of the package, please allow 2-4 business days for processing of the return.
OTHERS
We offer 10% off for first-time buyers if they are referred by a repeat customer! You can also earn $30.00 credit for each first-time buyer you refer! For more information, simply log in and view the Referral Program page here.