FAQs
ABOUT VIVO
VIVO Clothing connects you to exclusive and hard-to-find activewear from trusted sources. We're here to make rare styles more accessible while keeping authenticity at the core of everything we do.
ARE YOUR ITEMS AUTHENTIC?
Yes — every item we sell is 100% authentic. We source exclusively from a network of verified suppliers, and every piece is hand-checked by our in-house authentication team before it's listed. Our team is trained to inspect stitching, labels, tags, packaging, and construction details to verify legitimacy. We never deal in counterfeit goods, and if we're ever unsure about an item, it doesn't make it onto the site.
ARE YOUR ITEMS NEW OR USED?
The vast majority of items at VIVO are brand new with tags attached. A small number of our more exclusive or rare pieces may be pre-owned, and these will always be clearly described in the product listing. Please read product descriptions carefully before purchasing, as pre-owned items are excluded from our standard returns policy (your statutory rights remain unaffected — see below).
HOW DO I CHOOSE THE RIGHT SIZE?
We list each item in the size shown on the garment's label. Activewear sizing varies between brands and silhouettes, so we recommend checking the brand's official size guide before ordering. If you're unsure about the fit of a specific item, send us a message on Instagram @vivoclothing_ before purchasing and we'll do our best to help.
DO YOU RESTOCK SOLD-OUT ITEMS?
Most of our pieces are sourced in limited quantities, so once an item sells out it may not return. Where a restock is possible, we'll announce it via our Instagram and our VIP WhatsApp Group. To be the first to know about new drops and restocks, follow us on social or join the WhatsApp group linked at the bottom of this page.
WHAT PAYMENT OPTIONS DO YOU ACCEPT?
At checkout, you can pay using all major debit and credit cards (Visa, Mastercard, American Express), PayPal, Shop Pay, Apple Pay, and Google Pay. We also offer flexible Buy Now, Pay Later options through Klarna and Clearpay, so you can spread the cost of your order into manageable instalments. Simply select your preferred payment method when you reach checkout.
Buy Now, Pay Later is available to UK residents aged 18 and over, subject to status. Terms and conditions apply. Missed payments may affect your ability to obtain credit in the future. Please spend responsibly.
CAN I CHANGE OR CANCEL MY ORDER?
We aim to dispatch orders quickly, so we can only make changes or cancel an order before it has been processed. If you need to amend a size, address, or cancel your order, please contact us on Instagram @vivoclothing_ as soon as possible after placing it. Once an order has been picked, packed, or dispatched, we're unable to make changes — but you'll still be covered by our returns policy and your statutory cancellation rights (see below).
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
All orders are dispatched within 1–3 working days of purchase. We ship using (Royal Mail / Evri / UPS — confirm carriers), and standard UK delivery typically takes a further (1–3 working days) once dispatched. Next-day and express options are be available at checkout.
Once your parcel is collected by our courier, you'll receive a tracking number via email or text — depending on the contact details you provided at checkout. If you'd prefer text updates, please make sure to include a mobile number when completing your order.
HOW MUCH DOES SHIPPING COST?
UK shipping is calculated at checkout based on your chosen delivery option and the size of your order. (Free standard UK shipping is available on orders over £150). Exact rates will be displayed before you complete payment.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship to a number of international destinations. Shipping rates and estimated delivery times are calculated at checkout. Please note that import duties, customs charges, and local taxes are the responsibility of the customer and are not included in the price you pay at checkout. We cannot accept returns or exchanges on international orders — please order carefully.
HOW DO I TRACK MY ORDER?
Once your order is dispatched, you'll receive a tracking link via email or text. You can use this to follow your parcel through to delivery. If your tracking hasn't updated within 3 working days of dispatch, please get in touch and we'll chase it with the courier.
MY PARCEL IS LATE, LOST, OR MARKED AS DELIVERED — WHAT NOW?
If your tracking shows your parcel as delivered but you haven't received it, please:
- Check with neighbours and any safe places the courier may have used.
- Look for a calling card or delivery note.
- Contact the courier directly with your tracking number.
If you still can't locate your parcel after 48 hours, message us on Instagram @vivoclothing_ with your order number and we'll open an investigation with the courier on your behalf. Please note that lost parcel claims can take up to 30 days to resolve, depending on the carrier.
WHAT IS YOUR RETURNS POLICY?
We offer a 14-day return and exchange policy on all eligible UK orders, starting from the day you receive your parcel.
To be eligible for a return, items must be:
- In their original condition
- Unworn, unwashed, and free from odours (including smoke and fragrance)
- With all tags attached
- Returned in the original packaging
We cannot accept returns on items sold as pre-owned or used, as these are clearly described before purchase. International orders are not eligible for return or exchange.
Returns are sent at the customer's expense via Royal Mail, Evri, or UPS. We recommend using a tracked service, as we can't be held responsible for parcels lost on their way back to us. Original delivery charges and return postage costs are non-refundable.
HOW DO I START A RETURN?
To start a return or exchange, send us a message on Instagram @vivoclothing_ or email returns@vivoclothing.co.uk with your order number and the reason for return. We'll guide you through the process and confirm where to send your parcel.
Returns must be dispatched back to us within 14 days of your return being approved.
WHEN WILL I RECEIVE MY REFUND?
Once we've received and inspected your return, refunds are processed within (3–5) working days to your original payment method. Depending on your bank or card provider, it may take a further (2–10) working days for the funds to appear in your account. We'll email you to confirm once your refund has been issued.
WHAT IF MY ITEM IS FAULTY, DAMAGED, OR INCORRECT?
If your item arrives faulty, damaged, or you've received the wrong product, please contact us on Instagram @vivoclothing_ within 48 hours of delivery with:
- Your order number
- Clear photographs of the issue
- A short description of the problem
We'll review your case and arrange a replacement, exchange, or full refund as appropriate. Your statutory rights under the Consumer Rights Act 2015 are not affected by our standard returns policy.
YOUR RIGHT TO CANCEL (UK CUSTOMERS ONLY)
Under the Consumer Contracts Regulations 2013, UK customers have the right to cancel an order within 14 days of receiving it, without giving a reason. To exercise this right, please notify us in writing via Instagram @vivoclothing_ or returns@vivoclothing.co.uk within that 14-day period.
You'll then have a further 14 days to return the item to us in its original condition. We'll refund the price of the item and the standard delivery charge within 14 days of receiving the goods back. Return postage costs are the responsibility of the customer. This right does not apply to items that fall outside the legal exemptions (for example, sealed hygiene items once opened).
PRODUCT CARE
To keep your item looking its best for as long as possible, we recommend regular cleaning using suitable cleaning materials and products. For longevity, store your items in a cool, dry place, away from humidity and direct heat. Proper care and storage will help maintain both the quality and appearance of your purchase.
We also highly recommend referring to the manufacturer's care guide on the item's label for the best results.
RESELLER STATEMENT
VIVO Clothing operates as an independent reseller of branded activewear and is not affiliated with, endorsed by, or sponsored by any of the brands we stock. As we are not the manufacturer, any manufacturer warranties (where applicable) should be claimed directly with the brand.
We stand behind the authenticity and condition of every item at the point of sale. Items returned showing signs of wear, misuse, alteration, or damage caused after delivery will not be eligible for refund or exchange under our returns policy. Nothing in this statement affects your statutory rights as a consumer under the Consumer Rights Act 2015.