Frequently Asked Questions

I did not receive my order confirmation email, what should I do?

Don't panic!

1. Check your junk and/or spam folder(s) in your email;

2. Log into your customer account via our website to ensure that you have keyed in the correct email address; and/or

3. Drop us an email at [email protected] if you need to check on your order status.

What are the countries you currently ship to?

Shipping Information



Shipping Information

CountryShipped byShipping CostMinimum Purchase for Free ShippingShipping Duration
SingaporeNinja VanFreeNA1-3 working days
MalaysiaNinja VanFreeNA3-6 working days
Hong KongDHLHKD 68HKD 5001-3 working days
TaiwanDHLTWD 258TWD 21002-4 working days
Rest of World*DHLUSD 8USD 683-10 working days
Other countriesDHLUSD 200USD 5007-17 working days

*Applicable for these countries: Hong Kong, Macau, Macao, USA, Australia, New Zealand, Taiwan (ROC), Japan, South Korea, China, Philippines, Indonesia, Vietnam, Thailand, Brunei, India and European zone. **You may wish to contact us to add your country to "rest of world".

When will I receive my order?

Shipping Information



Shipping Information

CountryShipped byShipping CostMinimum Purchase for Free ShippingShipping Duration
SingaporeNinja VanFreeNA1-3 working days
MalaysiaNinja VanFreeNA3-6 working days
Hong KongDHLHKD 68HKD 5001-3 working days
TaiwanDHLTWD 258TWD 21002-4 working days
Rest of World*DHLUSD 8USD 683-10 working days
Other countriesDHLUSD 200USD 5007-17 working days

*Applicable for these countries: Hong Kong, Macau, Macao, USA, Australia, New Zealand, Taiwan (ROC), Japan, South Korea, China, Philippines, Indonesia, Vietnam, Thailand, Brunei, India and European zone. **You may wish to contact us to add your country to "rest of world".

The expected delivery timeframes include the packing time required of your order upon confirmation. All orders scheduled for delivery come with a tracking number.

Do you offer same-day delivery?

Yes, we do!

For Singapore-based customers (i.e. shipping within Singapore), place your order by 5pm and look forward to receiving your parcel by 10pm at a flat rate delivery fee of SGD10.

By default, we will leave your parcel at the doorstep or riser. You will receive a text message when we are out for delivery and when we have dropped off the parcel.

If you prefer to receive your parcel in person, please leave a note during order checkout.

There will only be 1 delivery attempt for same-day courier service. In the event of an unsuccessful delivery, your parcel will be sent via Ninja Van within 2-4 working days and the SGD10 delivery fee will be forfeited (i.e. no refund).

As this service is brought to you by Team Vivre, this option will not be reflected during order checkout when the team is unavailable.

Do you ship to P.O. Boxes or rural areas?

Unfortunately, we are unable to ship to P.O. boxes or rural postal codes. Hence, should we encounter such orders, we will provide a full refund.

Can I collect my order from your stores?
Of course you can!

Self-collection is available at our retail stores. However, please allow 1-3 working days for your parcel to be packed and transferred to the selected store. We strongly encourage you to leave your contact number during checkout so that our retail staff can drop you a text notification when your parcel is ready for collection. Hence, immediate self-collection for online orders (i.e. before receiving a text notification from us) is strictly not available since we maintain a different inventory list for our online store. 

Will I be charged taxes and import duty for my parcel?
Orders to United States
Due to the Free Trade Agreement
(FTA) between Singapore and USA, there is no import tax imposed on your orders.
Orders to Hong Kong
There is no import tax imposed on your order as we ship from Singapore.
Orders to Australia
For orders below AUD1
,000, no import tax will be imposed on your order.
Orders to Rest of the World
Your parcel may be subjected to customs inspection and the assessment of duties and taxes will be in accordance with local regulations.
If taxes and/or duties are incurred on your parcel, you are liable to cover the fees before delivery can proceed.
Vivre Activewear will not be held accountable to pay/holds no responsibility in paying for any additional customs fees or taxes.
High Tax Countries
If you are a new customer from the European Zone, India, Indonesia and etc., you will receive an email informing you of the possible VAT, customs charges and DHL handling fee.
An acknowledgement with approval is required
from you before we proceed to pack and send out the parcel.
What do the order statuses mean?
Processing: Your order has been received, and is waiting to be packed by Team Vivre.
Completed (Delivery): Your order has been packed and is pending pick-up by the courier. You can monitor the exact location of your parcel via the tracking number provided.
Completed (Store Pickup): Your parcel is in store and ready for collection.
On-Hold (Store Pickup): Your parcel has been packed and is pending transfer to the store for your collection.
On-Hold (Pre-Order): Your order has been received. We will process the order when your item reaches our warehouse.
How do I check the delivery status of my order?
Standard deliveries within Singapore and to Malaysia are handled by Ninja Van (within 1-4 working days).
You may indicate any special delivery notes (e.g. "Leave parcel in riser") during checkout.
You may find the tracking number (NVSGVIACT000XXXXXX) in the "Your order is complete" email. XXXXXX refers to your 6-digit order number.
Track your parcel here: https://www.ninjavan.co/en-sg/tracking

We seek your understanding that orders made during peak seasons (e.g. online sales, Great Singapore Sales, Christmas or any other festive periods) may take longer than usual to reach you.

What if I miss the delivery?
No sweat!

Ninja Van will make up to 2 other delivery attempts on their own accord and free of charge.

How do I check the delivery status of my order?
Standard deliveries to Hong Kong, Macau, Macao, USA, Australia, New Zealand, Taiwan (ROC), Japan, South Korea, China, Philippines, Indonesia, Vietnam, Thailand, Brunei, India and European Zone are handled by DHL.
Track your parcel here: https://www.dhl.com.sg
I cannot add to cart or complete my order, what should I do?
Don't fret.

For a start, ensure that your internet connection is stable. For the best shopping experience, you are strongly encouraged to use the latest version of Google Chrome or Safari on a desktop or laptop. We do not encourage users to browse on Internet Explorer or other browser as there is a bug which we are unable to fix.

I received a defective item, how do I request for an exchange?
We are sorry to hear this! Please drop us an email at [email protected] within 30 days from the date of purchase with the following information:

1. Your order number;
2. the name of the defected item (or you can send a photo of the barcode sticker found on the ziplock bag); and
3.
A clear photo of the defect

Please note that there may be a 0.5”-0.8” difference in our listed measurements. As such, the variance is not considered as a defect.

I received a wrong item, what should I do?
We are sorry to hear this! Please drop us an email at [email protected] within 30 days from the date of purchase with the following information:

1. Your order number; and
2. The name of the item you received (or you can send a photo of the barcode sticker found on the ziplock bag)

I received an item in the wrong size, what should I do?
We are sorry to hear this! Please drop us an email at [email protected] within 30 days from the date of purchase with the following information:

1. Your order number; and
2. The name and size of the item you received

What is a pre-order?
A pre-order is an advance online purchase made even before the item is available to be shipped out.
For popular items
which are in high demand, we may have pre-orders from time to time.
When can I expect to receive my pre-order?
Information on when the item will reach our warehouse/be shipped out will be shown after you have selected your desired colour &/or size.
You may checkout multiple pre-order items together
under one single order, but do take note that we will only ship out your order onceall these items have arrived as we need to fulfill an order in full.
Upon
items' arrival at our warehouse, your items will be packed and shipped out from our warehouse within 1-2 business days.
There may be delays for pre-order items due to unforeseen circumstances during the shipping process.
Please make a purchase only if you are
comfortable with the waiting time.
Can I cancel my pre-order?
Once your pre-order is confirmed, no amendments or cancellations can be made to your order.
Hence, please check and confirm your items before making payment.
Can I return or exchange my pre-order item(s)?
Please refer to our standard Returns and Exchange policies.
What are the available payment options?
We accept credit card payment via Stripe or PayPal in the following currencies:
AUD, HKD, SGD, TWD, USD

*For purchases made in MYR, we can only accept credit card payment (via Stripe).
If my payment fail, what should I do?
Don't fret.

For a start, ensure that your internet connection is stable. For the best shopping experience, you are strongly encouraged to use the latest version of Google Chrome or Safari on a desktop or laptop. We do not encourage users to browse on Internet Explorer or other browser as there is a bug which we are unable to fix.

How to purchase a gift card?
We have 2 types of gift cards for you to choose from:

1. Digital Gift Card

Redeemable online
or at our physical stores.
An e-card
with the redemption code will be sent to your recipient of choice via email.

2. Physical Gift Card
Redeemable at
our physical stores only.
Available for over-the-counter purchases
at our stores based in Singapore only.

Is there a minimum amount?
1. Digital Gift Card:
Minimum
SGD30, to be purchased in denominations of SGD10.

2. Physical Gift Card:

Minimum
SGD50, to be purchased in denominations of SGD10.
What are the terms of use and expiry date of a gift card?
1. Digital Gift Card:
No expiry date.

2. Physical Gift Card:
Partial amount redemption is allowed.
In other words, if SGD100 is loaded into the gift card on 01 June 2020, this SGD100 need not be utilised fully in one single transaction/purchase.
The gift card will expire 12 months from date of last use. For instance, if a gift card is purchased on 01 June 2020, and a partial amount was used on 10 July 2020,
the expiry date of this gift card as at 10 July 2020 is on 09 July 2021, and will extend by another 12 months so long as the next utilisation of the gift card is before 09 July 2021. 

How do I use my gift card?
1. Digital Gift Card:
Online - key in the redemption code
during checkout
In Stores - present the redemption code to our retail staff when making payment

2. Physical Gift Card:

Present the physical gift card to our retail staff who will need to scan the barcode
reflected on the gift card for valid use.
What is the referral reward?
How do I redeem my reward?
A unique coupon code will be generated for your account only after your referred friend makes his/her first purchase with us.
Simply key in this unique coupon code during checkout for your order.
Is there a maximum number of rewards I can redeem?
The sky's the limit!

You will be glad to know that there is no limit to number of referral coupons you can earn.

Can I return my order?
Returns may be considered on a case-by-case basis (e.g. We will provide a refund for orders that we fail to fulfill).
However, we do not issue cash refunds for returned items. Refunds, if accepted, are made by way of store credits.
Items bought
during promotion, clearance sales and/or marked down sales are strictly non-returnable.
Can I exchange my item(s)?
Apparels bought at regular retail price that are unworn, unwashed, unscented, unaltered and with the hang-tag still intact are eligible for one-time-only exchange to a different size/design.
Accessories and all other non-apparel items are not eligible for exchange.
Apparels bought during promotion, clearance sales and/or marked down sales are strictly non-exchangeable.
No exchange will be allowed
should we find out that your purchase was made from a third party.
Complimentary apparels can only be
exchanged for a different size (if available), and not for other designs.
We reserve the rights to reject an exchange if the apparel shows signs that it is no longer in its original condition which we sold it to you at.
How do I exchange my item(s)?
Local Exchange
Kindly bring the item(s) to any of our retail stores for an exchange within 30 days from the date of purchase. Please present the printed or email copy of your order invoice to our retail staff who will be able to further assist you.

Exchange from outside of Singapore
Kindly send the item(s) back to 46 PHENG GECK AVENUE, SINGAPORE 348241 via trackable mailing. For good order, please retain the mailing receipt and tracking number until you receive a confirmation that we have received your parcel.
We will reimburse
you for shipping fees incurred, capped at SGD10 per order in the form of a coupon code.
The coupon code cannot be used on subsequent shipping costs and cannot be used in conjunction with any ongoing promotions.

I received a defective item, how do I request for an exchange?
We are sorry to hear this! Please drop us an email at [email protected] within 30 days from the date of purchase with the following information:

1. Your order number;
2. The name of the defective item (or you can send a photo of the barcode sticker found on the ziplock bag); and
3. A clear photo of the defect

Please note that there may be a 0.5”-0.8” difference in our listed measurements. As such, the variance is not considered as a defect.

What is your exchange window?
Within 30 days from the date of purchase.
What is the retail stores’ exchange and refund policy?
Exchanges
1. For store purchases, you are more than welcome to make an exchange within 30 days from the date of purchase at any of our stores (regardless of which outlet you purchased the item(s) from)
2. Please make sure
that your item(s) are unworn, unwashed and unaltered with the hang-tag still intact
3. For us to facilitate an exchange, you must have a valid receipt (printed or email copy) or order number
of your purchase
4. You may exchange to another item:
> Exchange to
an item of a lower value - no refund or reimbursement will be made for the amounted difference
> Exchange to
an item of a higher value - you are required to top-up the amounted difference
Returns
All purchases are final. Hence, we do not provide cash refunds for
returned items. Refunds, if accepted, are made by way of store credits.
How do I check an availability of an item in-store?
Feel free to reach out to our store staff at each retail store by dropping a WhatsApp message (to the respective store's contact number) to enquire about the availability of an item. 
Can I reserve an item in store?
We do not practice reservation of items for customers as we are unable to track the inventory of items set aside on hold.
What is vMember?
The lifetime vMembership is presented to valued customers who have accumulated a total purchase of SGD500 under their accountwith us.

Of course, a big t
hank you for all your utmost support and love for our brand!
How to be eligible?
Accumulate at least a total spending of SGD500 (or equivalent for other currencies) under one email address account (for both online and in-stores purchases) with us.

Best part? It is a lifetime accumulation period, and so your accumulated spendings will never expire! 

How do I sign up to be a vMember?
Online
Simply create a customer account using a registered email address, checkout your purchases under this account and accumulate your spendings!

In Our Retail Stores
Our retail staff will offer to help you create a customer account with your name and
an email address.

We strongly encourage every customer to use the same email address for purchases online and in-stores. This is to ensure that your spendings with us are trackable towards the SGD500 spending accumulation.

How do I use my vMember?
Online
Simply key in the discount code "vMember" during checkout.
Of course, do ensure that you are already logged into your customer account, or at least using the same registered email address at every guest checkout.

At Our Retail Stores
Simply furnish your email address to our retail staff
before you make payment! If you are eligible, they will apply the vMember discount on your purchase.

What are the perks?
Regular Purchases
Enjoy 5% off storewide, and can be used in conjunction with one other promotion/sale/voucher.

Purchases During Birthday Month
Enjoy an additional 5% off storewide during your birthday month (i.e. 10% storewide discount in total).
This is only applicable
to purchases at our retail stores.
Please allow our retail staff to verify your birthday with a valid ID.

Other Perks

Enjoy exclusive invitations to our partner’s events, free classes and be in the loop for our members’ only promotions!

I cannot find my in-store purchases under my orders history.
Our online store and retail stores operate on different systems. Therefore, purchases made at our retail stores are tracked separately from your online orders. However, you can be assurred that the spending accumulation towards being a vMember is tracked from both ends. 
Terms & Conditions
The vMember discount:
- Is applicable for items on sale;
- Can be used in conjunction with other vouchers
;
- Can be used when paying for purchases using a Gift Card
;
- Cannot be replaced should your account information be misplaced
; and
- Cannot be used on purchase of Gift Cards.