Refund policy

Last updated: Jun 3, 2026

At Vivoessentials, we believe style should never come with stress. If your purchase isn’t the perfect fit, we make returns as effortless as slipping into your favorite outfit.

30-Day Easy Returns

At Vivoessentials, we want you to be completely satisfied with your purchase. If for any reason you are not, we provide a simple and hassle-free return process.

Return Conditions

  • Return Window: You may return items within 30 days of receiving your order.
  • Condition: Items must be unused, in their original condition, and include all original packaging.
  • Easy Returns: Returning items is simple, and our customer support team is available to assist you throughout the process.

Return Costs

  • Defective, Incorrect, or Damaged Items: Free returns our responsibility, not yours.
  • Change of Mind / Fit Issues: Customers cover return shipping costs. (This includes situations where the item doesn’t fit your style, size, or space.)
  • Note: Shipping costs are non-refundable.

How to Return an Item

  1. Get in Touch
    Email us at info@vivoessentials.com with your order number (format: VE#####) ,reason for return, and any supporting photos if applicable.
  2. Receive Return Authorization
    Our team will review your request and send you a return authorization along with clear step-by-step instructions.
  3. Return Packaging
    Please pack the item securely, include all original tags and packaging, and attach the return authorization form.
  4. Shipping
    Ship the package using a reliable carrier with tracking. Return shipping costs and any customs fees are the customer’s responsibility, unless the item is defective or incorrect in that case, we’ll cover them.

Return Address

All approved returns must be sent to our business address in Japan:

Vivoessentials / ENLAVIE Co., Ltd.
2-13-8 Hirado, Totsuka, Yokohama, Kanagawa 244-0802, Japan

Please do not send any items back without contacting us first and receiving return authorization. Returns sent without prior notice may be delayed, refused, or may not be eligible for a refund if we cannot identify the order.

To start a return, please email us at info@vivoessentials.com with your order number, reason for return, and any supporting photos if applicable. Our customer support team will review your request and provide clear guidance on how to ship the parcel back to our return address.

Refunds

  • Inspection: Once we receive your return, our team will review it to ensure it meets our return guidelines.
  • Refund Timeline: Approved refunds will be issued to your original payment method within 7 business days (processing times may vary by bank or payment provider).

Exchanges

  • Free exchanges for defective or incorrect items.
  • For all other exchanges, you’ll cover the return shipping.

Non-Returnable Items

For safety and final-sale conditions, the following items are not eligible for return:

  • Custom or personalized items
  • Intimates and swimwear (if opened or used)
  • Clearance or final sale items

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Business Information

Vivoessentials is owned and operated by ENLAVIE Co., Ltd. (株式会社ENLAVIE), a registered company in Japan.

Registered Company Number:
5020001163293

Business Address:
2-13-8 Hirado, Totsuka, Yokohama, Kanagawa 244-0802, Japan

Customer Support Email:
info@vivoessentials.com

Customer Service Hours:
Monday to Friday, 9:00 AM – 5:00 PM (GMT+9)

Customer Support Response Time:
We strive to respond to all inquiries within 48 business hours.

Contact Page:
https://vivoessentials.com/pages/contact