1. CERTAIN DEFINITIONS
Yes! We’re currently still able to accept orders and ship domestically. We’d recommend ordering to addresses that you know you’ll be able to access, such as your home, as opposed to business addresses that may have restricted access.
ARE YOU GUYS SHIPPING AS NORMAL?
We’re doing our best. Small delays are happening internationally. Our most recent operational change is that we're indefinitely only shipping from our warehouses from Monday to Friday. However, we'll be catching up on weekend orders at the start of the week, so it may take a few days for you to receive your shipping confirmation email. So don't panic, we've received your order & are working as quickly as we can to dispatch it, without compromising the safety of our team. We're closely monitoring the pandemic and will work towards returning to normal operations instructed by governmental advice. We’ll be sure to communicate any significant delays with you using the email address that you enter at checkout.
CAN I CHANGE MY DELIVERY ADDRESS?
We understand that you may now need to amend your delivery addresses, and some couriers have a self-service option that allows you to do this. If this option is available to you, it’ll be included in the tracking information sent to you when your order’s left the warehouse. If the option isn’t available on your tracking link, then the courier doesn’t have the ability to do this. Unfortunately, Vivid Customer Support Team aren’t able to amend the delivery address of your order once it’s been placed.
SO WHAT IF I’M NOT THERE TO RECEIVE MY PACKAGE?
If you can’t change your delivery address, and no one else can accept the delivery, it will be returned to us and you’ll be refunded in full. The courier may leave your order in a safe place at the address if it’s student accommodation or your place of work, for example, so we’ve extended the returns period to accommodate for that!
HOW LONG DO I HAVE TO RETURN?
Well, don't rush at all, let's ensure the comfort at which you experience Vivid. We’ve extended our returns policy to 45 days to give everyone plenty of time to return items to us when it’s safe to do so. Please check and follow the guidelines set by your local county or government, which may step back the operating systems and hours of your local drop-off points or classify returning items as non-essential travel. Remember, be safe!
HAS COVID-19 IMPACTED VIVID'S SUPPLY CHAIN?
Currently, our production operations haven’t been impacted by the spread of COVID-19. We’re monitoring the situation very closely, working with local authorities in affected regions and following the advice of the World Health Organization. The welfare and health of our suppliers are a top priority for us. Should the authorities recommend taking additional action, we’ll be sure to follow their guidance. Online technology has been and continues to be a great tool to engage with our supply chain team. In some positive light, we've improved our infrastructure communication systems within their facilities, which has increased opportunities for workers and management to communicate effectively and efficiently. There is fantastic opportunity to improve our technology to support factory staffs and we continue looking for openings to create the conditions for technology to be more easily adopted and leveraged by our suppliers.
WHAT ARE VIVID FOOTWEAR DOING TO ENSURE THE SAFETY & WELLBEING OF STAFF WITHIN OUR BUSINESS & OUR SUPPLY CHAIN?
Vivid Footwear will always be a priority, and we’re doing all we can to protect the safety and wellbeing of our family across the world, while continuing to provide the best Vivid experience possible, as safely as we can. For now, working from home has become the everyday norm for our entire team, with the only exceptions to this being the team members with’ business critical’ roles who must be physically present in our office. This is a very small percentage of our entire team and we are strictly following official advice to uphold social distancing and the highest standards of hygiene for this key group. Our office in Florida and distribution centers in the United States have made operational changes, too - including more regular cleaning, entry/exit control and restrictions in common areas – to protect the wellbeing of anyone and everyone in the office. Our attitude and approach is exactly the same throughout our supply chain. We’ve increased focus on our distribution centres to maximise safety, enforcing social distancing and minimise the spread of COVID-19. Ensuring the highest possible customer experience has always been our main driving force. In these times the health and safety of people throughout our supply chain must be our priority, so this may mean a slight delay to orders, but we trust you’ll understand, and support, the steps we’re taking in these global circumstances. Vivid Footwear is operating as safely as we can, while giving our best to operate at the highest standards we can. We’re taking every opportunity to offer our team support and guidance as closely as possible, even while separated by distance. Our message to the Vivid Family is straightforward: Stay Home. Stay Safe. Save Lives.
I HAVE MORE QUESTIONS
Please contact our support team here: www.vividfootwear.com/pages/contact-vivid-footwear