FAQ
We are here to assist your purchasing experience. Here’s some helpful information we’ve put together for you：
What payment methods do you accept?
- We accept the following payment methods:Visa, Mastercard, American Express, PayPal, Apple Pay and Google Pay.
- For more details, please refer to Payment & Shipping.
Can I modify or cancel my order after placing it?
- Orders can be modified within 12 hours of placement.Please email support@vividaion.com and include your order number.
- For customized products, including partial customizations, orders cannot be canceled or modified once they are placed.
Can I change the shipping address after placing an order?
- As our team processes and orders as quickly as possible, we cannot guarantee that changes to the shipping address can be made after the order is placed and confirmed.
- Please contact our Support Team, and we will do our best to accommodate your request.
- For more details, please refer to Payment & Shipping
Do you offer customized or personalized products?
- Yes, we do. We offer handcrafted pieces tailored to your preferences.
Please visit our Customization page or contact us for more details. - For more details, please refer to Customize
Do you offer international shipping?
- Yes, we deliver to all regions where purchases are available.
Delivery times and shipping costs vary by location.You can view the estimated shipping cost during checkout. - For more details, please refer to Payment & Shipping
How long does delivery take?
- Most standard orders are sent out within 3–5 business days.
Customized items typically require 7–24 days, depending on the complexity. For special customization requests, shipping times will be determined on a case-by-case basis, and we will communicate with you in advance. - Delivery times depend on your location. You can track your order using our website’s tracking feature. Once your order is sent out, we will notify you and provide a tracking number.
- To check your order delivery status at any time, go to the Track Order page in the main menu.
What to do if I receive an incorrect or damaged item?
- We carefully inspect each piece before shipping and send you photos and/or videos via email for confirmation. Mistakes are rare, but if one occurs, we will correct it promptly.
- Please record an unboxing video when receiving your package and send it to us.
- If you receive a wrong item, we will either resend the correct product or issue a refund. We kindly ask you to return the incorrect item, and we will cover all return shipping and customs fees.
- If your item is damaged or broken when receiving it, please contact us within 2 hours of unboxing. Our team will assess the situation and guide you through the next steps.
- For more details, please refer to Returns & Warrenty.
Do you offer a warranty?
- We are committed to providing high-quality handcrafted pieces designed to last. We stand behind the quality of our products at the time of delivery.
- Beyond returns or exchanges due to delivery-related quality issues, we offer a free repair warranty within 30 days of receipt for any defects caused by materials or production failure.
- For limited-edition and customized items, we offer paid repair services within two years for defects related to materials or production. In these cases, shipping and customs fees will be the customer’s responsibility.
- Please note that our warranty does not cover:
- Lost items
- Normal wear and tear (including scratches, discoloration, fading of metal or stones)
- Damages caused by exposure to chemicals, water, or excessive force
- Any modifications made by third parties
- For more details, please refer to Returns & Warrenty.
Return & Exchange Policy
Return Eligibility:
To request a return, the following conditions must be met:
- You must contact us within 7 days of receiving your order and receive written confirmation from us before returning the item.
- A clear reason for the return must be provided.
- Items must be in original condition, with no signs of wear or damage.
- All original packaging (including tags, boxes, and pouches) must be included.
- Items purchased as a set must be returned as a complete set. Individual pieces cannot be returned or exchanged separately.
- Returns must be shipped from the same country as the original purchase.
- The item must be shipped back within 14 days of receiving it.
- Shipping and packaging costs for returns are the buyer’s responsibility.
- The buyer is responsible for any damage during return shipping.
Non-Returnable Items:
The following items cannot be returned under any circumstances:
- Customized products (including but not limited to engraving, shape adjustments, nameplates, etc.)
- Intimate or personal wear items
- Original artworks by artists
- Gift cards
- VIVIDAION CLUB subscriptions
- Discounted or promotional items (including clearance, sales, and products with minor cosmetic flaws that do not affect functionality)
Important Notes:
- Shipping fees and customs duties are non-refundable. These costs will be deducted from your refund.
- For limited-edition products, by returning them, 30% of the total price will be deducted as compensation for the item being unavailable to other customers.
- All return and refund requests must be made within the 7-day return window.
- All transactions are subject to our official store policies.
- If your item does not meet our return requirements or exceeds the 7-day return period, it will not be eligible for return or exchange.
If you would like to return or exchange an item, please make sure it complies with the guidelines listed above. We're here to help you with the process.
For more details, please refer to Returns & Warrenty.
Can the VIVIDAION CLUB subscription be canceled?
- VIVIDAION CLUB Subscriptions start from a minimum of three months and can be canceled at any time after the minimum three months period, without any questions asked.
- Our VIVIDAIN CLUB quarterly handpicked items do not support customization services. These items are non-returnable, non-exchangeable, and cannot be converted into cash or vouchers.
- The subscription comes with vouchers that can be used to offset up to 30% of the product purchase price.
- If you have a purchase order in the same month that qualifies for our free shipping policy, we will ship your VIVIDAION CLUB subscription item together with your order at no extra shipping or customs costs to you. Otherwise, you will be responsible for shipping and customs fees.
Will the prices change?
- Our prices may change due to factors such as production efficiency, raw material supply, the artists’ output, and the increasing value of the artists’ work. We will make every effort to keep prices stable.
- We will announce any price increase 30 days in advance, clearly specifying the amount of the increase. This is to help you obtain high-quality products at an affordable price.
- If the price of a product decreases, we will compensate customers who purchased within the previous 30 days for the difference. We strive to provide you with the best purchasing experience possible.
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