Store Policy

Shipping

We ship all items ordered before 3PM during working days immediately upon order. We endeavor to deliver within 3 hours within Nairobi and 24 hours countrywide. We shall coordinate on phone with you for each order.

All our orders are shipped from our warehouse. We only offer a delivery service and do not have a pick-up point or shop.

We order free delivery within CBD Nairobi and reasonable fees for delivery within the city and around the country.

Returns

Within 14 days of your purchase, you may return an item if:

– The wrong item was delivered;
– The item delivered to you arrives damaged, defective, incomplete, wrong size.

If 14 days have passed since your purchase, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unopened, unused, and in the same condition that you received it. It must also be in the original packaging. The Cellophane must be still wrapped around the fragrance.

For an item returned under the above terms, we can offer a refund or exchange with an item of the same value.

If the return is a result of our error, we will refund your shipping costs as well. Viva City Cosmetics will not be responsible for insufficient addresses and packages returned to the sender.

In the event of a return on a purchase that received a free gift, the gift must be returned as well and must be in good condition to qualify for a full refund.

Please email us at customers@vivacity.store prior to sending your package for return.

Please state your order number on your return communication.

Due to health reasons, we are unable to accept returns of perfumes and cosmetics for convenience or ‘change of mind’.

Additional non-returnable items:

  • Gift cards
    Downloadable software products
    Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customers@vivacity.store.

Sale items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customers@vivacity.store.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Need help?

Contact us at customers@vivacity.store for questions related to refunds and returns.