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, Canada, 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, Canada, 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.