Shopping FAQ's

Orders & Shipping

How long will it take to receive my order?

We’re doing our best to deliver it promptly for you. For more information about the estimates time of shipping here.

How to track my order?

Please track your order at our Tracking page https://17track.net/en

Do you ship internationally?

Yes, we do ship internationally. The shipping fee may vary depending on your location. For more information on rates here.

How do I know my order has been received?

We will automatically send you an order confirmation email the moment you submit your order to the email address you supplied during checkout. If you don't get it, check to make sure you gave us your correct email address and also check your junk-mail folders. If we need any further information to complete your order we will be in touch by email or text. Otherwise your order will be dispatched as soon as possible.

How do I know when my order has dispatched?

We will send you a shipment confirmation email as soon as your order has been dispatched.

How do I check my Order Status & History?

You can check the status of your order and also review your purchase history in the My Account section when you are logged in.

I never got my order, what to do?

Please make sure you tracked your order from our Tracking page. Or contact us on care@vivocosmetics.eu

Accounts

How do I create an Account?

You can create an account by clicking on the Register button at the top of the page. You will be asked to provide your contact information and choose a password.

Forgot your Password?

If you have forgotten your password click on the forgot password link when logging in. Your new password will be emailed to you. You can then change this password after you have logged in in the My Account section.

Payment

How do I pay?

We accept Klarna, Visa, MasterCard, Mastercard Debit, Visa Debit, Apple Pay, American Express and Paypal.

We’ve partnered with Klarna to give you a better shopping experience.

It’s smoooth and simple

Smoooth (yes, that’s three o’s). That extra ‘O’ is the difference between meeting expectations and exceeding them. We are making shopping as simple, safe and smart as possible. It’s also being crystal clear with you about how our products work. It’s no coincidence that the Swedish translation of ‘Klarna’ is ‘clear.’ We want to be simple and transparent in everything we do because life is already complicated enough. When you choose Klarna at checkout, you’ll get the option to shop now and pay later for your purchase.

Pay in 3 instalments

Split your purchase into three equal payments so you can spread the cost of your purchase over time. Enter the credit or debit card details of your choice and make automatic payments every 30 days. Your first instalment will be collected when your order is confirmed by the merchant and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. No interest or fees. No impact to your credit score.

How to shop with Klarna

1. Add item(s) to your cart and head to the checkout.

2. Select Klarna at the checkout to pay as you like for your purchase.

3. Manage your orders and payments in the Klarna app.

The best way to shop.

See all of your purchases in one place, pay any open balances, explore unique content and much more in the Klarna app. You can also log into your Klarna account at https://app.klarna.com/login. If you need any help, our Customer Service is there for you.

Safe and secure.

Klarna has strong anti-fraud controls in place to protect our customers and prevent fraudsters from making unauthorised purchases.

Klarna Frequently Asked Questions

Don’t see your question here? Visit our FAQ to find out more about using Klarna. You can reach Klarna at https://www.klarna.com/ie/customer-service/ or by downloading the Klarna app.

What happens if I make a return?

If you return some or all of your order, Klarna will issue you with a new statement as soon as the online store processes your return. Follow the retailer's return instructions and make sure to keep the tracking number of your return. Log into your Klarna account and select “Report a return” so that your statement is paused. As soon as the retailer has registered your return, we will send an adjusted invoice.

There's something wrong with my order. Do I still need to pay for it?

You do not need to pay for goods that are damaged, broken or faulty. Follow the retailers dispute instructions and make sure to “Report a problem” in your Klarna account to pause your statement until you’ve resolved the dispute with the retailer. As soon as the retailer has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have not received my order. What happens to my statement?

You do not need to pay the statement until you have received your order. Contact the retailer for an update on the delivery. Make sure to log into your Klarna account and “Report a problem” to pause your statement until you’ve received your order.

My statement is incorrect. What should I do?

If your statement does not match your order details, please contact the retailer directly for a correction of your statement. Make sure to log into your Klarna account and “Report a problem” to pause your statement until the details have been corrected.

What happens if I don’t pay for my Pay in 3 instalments order?

Klarna will automatically attempt to collect your second instalment from the debit or credit card that you entered at checkout. If the payment cannot be collected on the scheduled due date Klarna will make a further attempt to automatically collect payment 7 days later and again 7 days afterwards. Should this last payment attempt fail, Klarna will add the failed amount to your final instalment. Klarna will automatically attempt to collect your final instalment from the debit or credit card that you entered at checkout. If the payment cannot be collected on the scheduled due date Klarna will make a further attempt to automatically collect payment 7 days later and again 7 days afterwards. Should this last payment attempt fail Klarna will issue you with a statement for the full outstanding order amount which will become payable 15 days later. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use the service in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

Exchange & Return

What is your return policy?

Please check our return & exchange policy here.