Frequently Asked Questions

Shipping & Delivery

Where do you ship?

We currently ship throughout Australia. We are unable to ship to PO Box addresses, military addresses (APO/FPO/DPO), or restricted areas.

How much does shipping cost?

Shipping is free on all orders — no minimum purchase required.

How long until my order arrives?

Orders are processed within 1–3 business days, followed by 7–9 business days in transit, for a total of about 8–12 business days. The daily order cutoff is 6:00 PM (GMT+10:00). Delivery times are estimates and may be affected by carrier delays or weather.

Can I track my order?

Yes. You can follow your shipment any time on our Track Your Order page.

What if my package is lost, damaged, or not delivered?

Please contact us right away at vivora-sydney.com and we'll work with the carrier to resolve it. If a package is returned to us due to an incorrect address or a failed delivery, we'll reach out to arrange reshipment, which may involve additional shipping costs.

For full details, see our Shipping Policy.

Returns & Refunds

What is your return policy?

We offer a 30-day return window from the date you receive your item. To be eligible, items must be unworn, unused, with tags, in their original packaging, and accompanied by proof of purchase.

How do I start a return?

Contact our customer service at vivora-sydney.com to start your returns process. You'll need to send your order number which you received in an email or paper invoice directly from us.

How do exchanges work?

The fastest way is to return your original item and place a new order once the return is accepted.

When will I get my refund?

Once we receive and inspect your return, we'll let you know whether it's approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need extra time to post it. If more than 15 business days have passed since approval, please contact us.

What if my item arrives damaged or incorrect?

Please inspect your order on arrival and contact us immediately if anything is defective, damaged, or wrong, so we can make it right.

Payment & Pricing

Which payment methods do you accept?

We accept Visa, Mastercard, Maestro, Apple Pay, Google Pay, and Shop Pay. All prices are listed in AUD.

Is it safe to pay on your site?

Yes. Checkout is secured with SSL encryption and is PCI compliant. We never have access to your full card number.

For full details, see our Payment Policy.

Contact Information

We aim to respond to your inquiries within 24 hours.