FAQs

Is the Vivant Equi website stock controlled?

Yes!! If you can purchase it from the website, it means I have it here in stock to send to you straight away. On the very odd occasion some products will be offered for pre-sale but this will be made very clear if that is the case. 

How does 'Open Bag' shipping work?

Using the open bag shipping option at checkout means you pay no shipping BUT your orders will not be sent until the total value reaches $150 or over which is when orders qualify for free shipping. This means you can take advantage of sales or grab the last one of something without needing to pay shipping on each individual order. I will automatically send all your orders once the $150 threshold is met. Can't remember what value your 'bag' is up to? Drop me a line and I can let you know :) If paying by bank transfer, the same payment rules apply. I.e. your order needs to be paid for within 3 days of purchase. 

Do you ship overseas?

Overseas shipping is available on request. Please get in touch here. Let me know what it is you'd like to purchase and your address and I can give you a shipping quote. 

Why is the shipping on some items more expensive than other items?

Courier Post require liquids to be packaged in boxes with packing. If the item is not packaged in this way and gets damaged, they will not compensate for the cost of the item. 

If I purchase something that doesn't fit, or wasn't right for me can I return it?

You certainly can! To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Your item needs to be returned within 21 days of purchase. You are responsible for the return postage charge and the postal charge for your replacement item. I can send you a different size or refund you (excluding shipping), which ever you prefer. Please ensure the item is adequately packaged when returning to prevent damage. If it arrives back damaged due to lack of packaging, unfortunately I cannot swap or refund you. 

Read the refund policy. 

When will my order be sent?

If your order is made before 6:00pm on weekdays excluding Friday, 99% of the time it will be on the courier the next morning excluding public holidays unless you have select Open Bag shipping. Those orders will be sent when the total value of your orders reaches $150 and over. Orders made on Friday, Saturday and Sunday will be on the courier on Monday morning excluding public holidays. Keep your eye on your inbox for your shipping conformation email and tracking details

What do I do if my item arrives and it's damaged?

Please contact me immediately, retain the item and any packaging. It is vital all the packaging is retained. I cannot send a replacement if this is not done. This is a Courier Post requirement. My courier agent will arrange to have the damaged item and packaging collected from you and I will send you a replacement.

What is the best way to contact you?

Email or Facebook message is the best way to get hold of me. I also have a full time job therefore can't take phone calls during the day. I can however reply to an email or Facebook message when I am on a break. 

What do I do if there is a problem with the product I ordered?

Please get in touch and I will work with you to come to a mutually agreeable solution. If I don't know there is an issue, I can't do anything about it.

My order hasn't arrived yet, what do I do?

Please contact me asap and let me know. I can then get my courier agent to launch an investigation and find out where your parcel might be and what the issue is. Everything that is sent is tracked. Courier Post has a 21 day limit on claims for anything that has gone missing so it is important to get in touch as soon as possible if there is an issue. 

If I subscribe to your newsletter, how many emails do you send?

I will email once a week on a Monday with that week's 'Deal of the week'. I will occasionally send another email during the week if I have other news to tell you about. An exciting new product to share, a competition to enter or something that may affect you going forward. Courier prices changes for example. You can unsubscribe at any time.

If I have unsubcribed from your newsletter in the past, how do I subscribe again?

You will need to email me and I can add you in again.