Welcome to VIVIE. Below are answers to the most common questions about our products, shipping, returns, sizing, and customer service.
Contact & Customer Support
How can I contact customer support?
- Email: info@vivieshoes.com
- Phone: +1 646-956-1533
- Business Hours: Monday to Friday, 9:00 AM – 6:00 PM Eastern Time (ET)
We aim to respond to all inquiries within 24–48 business hours.
Where is your business located?
- U.S. Fulfillment / Return & Exchange Center: 247 W 37th St, New York, NY 10018, United States
- Factory Address (China): Units 8–9, Building B, Wenti Plaza, Pingsha Avenue, Shaliyuan Community, Daling Subdistrict, Huidong County, Huizhou City, Guangdong Province, China
All orders are processed and fulfilled from our United States facility.
Shipping
Which areas do you ship to? We currently ship only to the 48 contiguous United States and Washington, D.C. We do not ship to Alaska, Hawaii, Puerto Rico, U.S. territories, or APO/FPO addresses.
What are your shipping methods and delivery times?
- Processing time: 1–3 business days (orders placed Monday–Friday before 9:00 AM ET). Peak seasons may take 3–5 business days.
- Standard Shipping: 7–12 business days (after processing)
- Express Shipping: 4–7 business days (after processing)
How much does shipping cost?
- Standard Shipping: Free on orders over $150 USD; $6 USD for orders under $150 USD
- Express Shipping: Fixed fee of $13.98 USD (available for any order amount)
How can I track my order? A tracking number will be provided via email once your order is shipped. You can track it through the carrier’s website or your account.
Are taxes included? Yes. All product prices displayed on our website are tax-inclusive. Customers do not need to pay any additional taxes at checkout.
Returns, Exchanges & Refunds
What is your return policy? You may return eligible items within 30 days from the date of delivery. Items must be in new or nearly new condition (trying on is allowed), with no obvious signs of wear, dirt, stains, odor, or damage. Original packaging, tags, and accessories are required.
Who pays for return shipping? Customers are responsible for return shipping costs, unless the item is defective or we made an error.
How do I start a return?
- Email info@vivieshoes.com within the 30-day window with your order number and reason.
- Wait for our approval and return instructions.
- Ship the item to: 247 W 37th St, New York, NY 10018, United States
Unauthorized returns will be refused and no refund will be issued.
How long do refunds take? Refunds are processed within 5 business days after we receive and inspect the returned item. Refunds go back to the original payment method. Original outbound shipping fees are non-refundable (except in cases of our error). A 15% restocking fee may apply in certain cases.
Do you offer exchanges? Yes, for different sizes or colors (subject to availability) within the 30-day window.
What if I received a defective or wrong item? Contact us within 7 days of delivery. We will cover the return shipping cost and provide a full refund or replacement.
Sizing & Product Care
Please measure your foot length and refer to the size chart on each product page. If you are between sizes, we recommend sizing up. Clean gently with a soft, dry cloth and store in a cool, dry place.
About VIVIE
VIVIE is an online retailer specializing in stylish, comfortable, and high-quality women’s footwear. Our factory is located in Huizhou, Guangdong, China. We fulfill orders from our New York center to serve customers in the contiguous United States and Washington, D.C.