If you have received a defect or broken item or if you want to exchange your product or ask for a refund from the vivascandinavia.com web shop, you will need to send the item(s) back to us.
Please fill out the return form with the reason why you are returning the item(s). To start the return process please send the return form in an e-mail to firstname.lastname@example.org. Please use the subject line ”Return” in the e-mail.
Note that items purchased at a 3rd party or re-seller must be returned at those locations and are subject to their return policy.
We will then contact you for the arrangement of the return shipment. We do require the parcel to be sent by recorded delivery, as there is an electronic track & trace available.
Include the filled-out return form in the package when the items are returned. If the return is a defect or broken item, then please also attach images to show the problem.
Please return items in a saleable, unworn and undamaged condition in its original packaging within 14 days of receipt.
Address: VIVA Scandinavia, Stuifzandstraat 31, 3900 Overpelt, Belgium
We only provide free returns for broken or defective items. We do not provide free returns for exchanges or refunds or for unsuitable items. Items that have been used and become faulty after the purchase are not refundable.
Once we have received the parcel your return will be processed. Please be advised all refunds can take up to 14 working days to process. After we have processed your refund, you should expect to receive your refund within 28 working days. A confirmation e-mail will be sent once your return has been refunded.
We will consider the overall condition of the product returned prior to making a refund.
What is the warranty coverage period for my teapot?
As we strive for our customers to always be satisfied, VIVA Scandinavia offers a 2-year warranty against manufacturing defects. All you have to do is bring the product and receipt back to the shop where you bought it. Alternatively, you can contact VIVA Scandinavia by email or Facebook. We will always do our very best to help you!
Who do I contact when I have a complaint about a Viva Scandinavia product?
You can take the product and its proof of purchase back to the shop where you bought it or contact us through Facebook or by Email.
Can I acquire spare parts of Viva Scandinavia products?
Yes, various parts such as lids, knobs, handles can be acquired by contacting us through Facebook or by Email.
Where can I buy Viva Scandinavia products?
You can buy Viva Scandinavia products online at viva-scandinavia.com or at the better specialist tea shops, cookery shops, and department stores. Please check our website for more information under section “where to buy”.
Which markers can you use on our Andy/Lauren/Emma/Christina Cups?
Any marker will do: Regular pen, ballpoints, and whiteboard markers are best to use.
Can you put our teapots on a stove?
Yes, you can.
Can you put our teapots on a gas stove?
Yes, you can.
Can I pour boiling water over the cooling gel ice cubes carafe?
Yes, you can.
Can I put all Viva Scandinavia items in the microwave oven?
No. You cannot put double-walled glass, nor items with steel in the microwave oven.
Can you put our products in the dishwasher?
Our porcelain items without cork: yes, you can. (Including the Nicola range).
Our porcelain items with cork: hand-wash foamy bath only.
Our glass items without double wall: yes.
When it is double walled hand-wash foamy bath only.
All lids in wood and cork cannot go into the dishwasher: Damped cloth cleaning only.
WARRANTY CLAIM RECEIVED
Our policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
For those rare occasions when a customer receives damaged, defective or mis-shipped (incorrect) items, our Customer Care team is available to make things right. Please contact us within 3 days of shipment receipt and we'll take care of you!
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Tea and gift cards cannot be returned. Any item not in its original condition, is damaged or missing parts for reasons not due to our error or any item that is returned more than 10 days after delivery cannot be returned.
To complete your return, we require a receipt or proof of purchase.
To make a return or exchange request, please contact VIVA Customer Care at email@example.com and one of our friendly team members will be happy to assist you.
Please have the following information available when you contact us:
- your name
- your order number ( can be found on your confirmation email, shipment email & packing slip)
- the item(s) you would like to return/exchange
- the reason for the return/exchange
Unauthorized returns sent to VIVA will not be accepted or issued a refund/exchange.
NOTE: If you purchased items through an Authorized Retailer, please contact the same Retailer regarding their shop policies.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: DKK Enterprises Inc., 240 Richmond Street West, Toronto ON M5V 2C5, Canada.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: DKK Enterprises Inc., 240 Richmond Street West, Toronto ON M5V 2C5, Canada
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
For customers returning packages from the United States, please see how to fill out the USPS customs indicating it is a return package in order to avoid extra charges. VIVA reserves the right upon inspection to issue a 40% damage fee for the return of damaged merchandise.
Please allow up to 3-5 weeks processing time for a refund to be issued.