FAQ's

Frequently Asked Questions

Where do you ship?

We ship to the destinations currently enabled at checkout. Availability depends on the product and delivery address. See our Shipping Policy for the current destination list and details.

Is shipping free?

Standard shipping is currently free to supported destinations. Any optional faster service or other charge will be shown before you place the order.

How long will my order take?

Orders are prepared within 1–3 business days. Estimated total delivery time for standard shipping is 5–17 business days to the United States and 6–20 business days to all other destinations we ship to. See our Shipping Policy for details. Delivery dates are estimates, not guarantees.

Where are products shipped from?

All orders ship directly from our suppliers' warehouses in China; nothing ships from our registered office in Dubai. Items in one order may arrive in separate parcels.

How do I track my order?

When tracking is available, we email the tracking number after dispatch. It can take 2–5 days for tracking to begin updating. You can also use our Track Your Order page.

Will I pay customs duties or import taxes?

Your country may charge duties, taxes, or brokerage fees. Unless checkout expressly states otherwise, these charges are not included in the order total and are the customer’s responsibility.

Which payment methods do you accept?

The payment methods available for your location are shown at checkout. They can vary by country, currency, and device. See Payment & Security for details.

Is payment secure?

Payments are processed through Shopify and the payment provider selected at checkout using encrypted connections and security controls. VivaLaCozy does not receive or store your complete card number or card security code.

Do I need an account?

No. You can check out as a guest when guest checkout is available. An account can make it easier to view your order history and details.

Can I change my address or cancel an order?

Contact us immediately. We can normally consider address changes or a free cancellation only within 12 hours and before fulfillment begins. Because orders move quickly, we cannot guarantee a change after processing starts. See our Cancellation Policy.

What is your return policy?

You may request a return within 30 days of delivery, subject to the conditions in our Returns and Refunds Policy. Contact us before sending an item back. Returns go to our returns address in China, not to our office in Dubai. For change-of-mind returns you pay the return postage, which can be significant and, for lower-priced items, may cost more than the item itself. Damaged, defective or incorrect items are handled at no cost to you.

What if my item is damaged, defective, or incorrect?

Inspect your order on arrival and contact us promptly. Under our current policy, please report the issue within 7 days of delivery and include your order number and clear photographs. We will arrange an appropriate remedy under the Returns and Refunds Policy and applicable law.

When will I receive a refund?

Approved refunds are sent to the original payment method, normally within 5–7 business days after we receive and inspect the return. Your bank or payment provider may need additional time to post the credit.

Who operates VivaLaCozy?

VivaLaCozy is operated by NEOSTUFF - FZCO, a free zone company licensed in Dubai, United Arab Emirates (trade licence No. 26189, issued by the Dubai Integrated Economic Zones Authority). Our Dubai address is the company's registered office, not a shop or warehouse. Full details are on our Contact page.

How can I contact you?

Email info@vivalacozy.com or call +971 58 595 6007. Please include your order number when asking about an order.