Shipping & Delivery Policy

Last Updated: May 7, 2026

At Vivian Vau, we are committed to getting your new kicks to you as quickly and safely as possible. Please review our shipping policies below to understand how we handle orders, deliveries, and international shipments.

1. Processing Time

All orders are processed within 1–3 business days (excluding weekends and holidays) after payment is received. You will receive a confirmation email with your tracking number once your order has shipped.

• Note: During high-volume periods (e.g., new releases, holidays), processing times may extend to 5 business days. We will notify you immediately if there are any delays.

• Custom/Pre-order Items: These items have separate shipping timelines listed on the product page.

2. Shipping Rates & Estimates

Shipping charges for your order will be calculated and displayed at checkout. We offer the following shipping methods:

 

• Handling: All shoes are shipped in their original manufacturer boxes, packed inside an additional protective packaging to prevent damage.

3. International Shipping

We currently ship Worldwide.

• Customs & Duties: International orders may be subject to import duties, taxes, and customs clearance fees. These charges are the responsibility of the customer and are not included in the shipping price or product price.

• Restrictions: We cannot ship to PO Boxes or APO/FPO addresses for international orders.

4. Shipping Delays

While we strive for on-time delivery, unforeseen circumstances such as weather events, carrier delays, or customs hold-ups may occur.

• If your order is marked as "Delivered" by the carrier but you have not received it, please check with neighbors or your local post office before contacting us.

• If more than business days have passed since your estimated delivery date, please contact our support team at info@vivianvau.ee.

5. Address Accuracy

It is the customer's responsibility to provide a correct and complete shipping address.

• Incorrect Addresses: If an order is returned to us due to an incorrect address, you will be charged a reshipping fee of 28€ plus any original shipping costs.

• Address Changes: If you need to change your shipping address, please contact us immediately at info@vivianvau.ee. We cannot guarantee changes once the package has been handed to the carrier.

6. Lost or Stolen Packages

Vivian Vau is not responsible for packages marked as "delivered" by the carrier if they are subsequently stolen or lost. We recommend:

• Using a secure delivery location (e.g., a front desk or package locker).

• Requiring a signature upon delivery for high-value orders.

• Purchasing shipping insurance at checkout if available.

7. Shoe Care & Packaging

We take extra care with our footwear.

• Box Condition: While we protect shoes with an outer box, the manufacturer's shoe box may arrive with minor scuffs or dents due to carrier handling. This does not affect the quality or condition of the shoes inside.

• Damaged Items: If your shoes arrive damaged, please email photos of the damage and the packaging to info@vivianvau.ee within 48 hours of delivery for an immediate replacement or refund.

8. Returns & Exchanges

For information on returning or exchanging your shoes for a different size or color, please visit our [Returns & Exchanges Policy] page.

• Exchange Note: We recommend ordering the new size immediately rather than waiting for the return of the old pair to minimize wait time.

9. Contact Us

If you have any questions about our Shipping Policy, please contact us:

• Email: info@vivianvau.ee

• Phone: +372 641 6440

• Hours: Mon–Fri: 11 AM – 7 PM, Sat: 12 PM - 5 PM, Sun: 12 PM - 4 PM [EET Time zone]