Frequently Asked Questions

How do I place an order?

Shopping with ViViS is easy

1. Log on to Thevivis.com

2. To add items to your cart, click on “Add to cart” with your desired quantity.

3. To review your items, click on the “Bag” icon located at the upper right corner of the page.

4. Add in if you have an applicable ‘Coupon code’, enter it and click on ‘Apply coupon’. Changes will take effect once you have successfully entered the code.

When you’re ready to place your order:

5. Click on ‘Secure Checkout’ and your order summary will appear for review.

6. Fill in your preferred Shipping Address, Shipping Method and Payment Option then click on ‘Place Order’ to proceed with the payment.

You will receive a confirmation email or SMS shortly after you have successfully placed your order.

Where is my order confirmation number?

After you have successfully placed your order online or via our Facebook page, you will receive an email or SMS that contains the details of your order.

The order confirmation number begins with “#” i.e. #2150

Please note that you need to be logged in to your Thevivis.com account to monitor all of your online orders. Orders will not appear under My Account if you checked out as guest.

If you have not received your order confirmation, please check the entered email address or phone number or contact Customer Service.

How do I know if my order went through?
  • Orders are confirmed immediately if you pay via online payment methods i.e. Bkash, Debit Card, Credit Card, Online Banking etc.
  • If you chose “Cash On Delivery”, you will receive an email or SMS acknowledging that we’ve received your order. Then, one of our friendly customer care representatives will call you and confirm your order over phone.
How do I check the status of my order?
  • You can check the status of your order by logging in to “My Account” via Thevivis.com
  • You may also view your order status online via Order Tracking
  • Guest orders will not be visible under My Account, so please check online via Order Tracking or contact Customer Service if you require assistance.
Can I amend/cancel my order after it has been confirmed and paid for?

If you need to make any changes, additions, cancellations or amendments after you order has been confirmed, please contact our Customer Service team as soon as possible but no later than 3:00pm.

Changes may cause delays or mix-ups in the preparation of your order and shipping. We highly suggest that you review your bag before checking out.

We are unable to make any changes, additions, cancellations or amendments on your order after 3:00pm or once your order has left our warehouse.

I am having issues using the coupon/voucher code

Please check the terms and conditions of the voucher regarding redemption eligibility (expiry date,exclusions, etc) and to see if it’s applicable to the items in cart.

Please note that coupons cannot be used concurrently with other discounts/promotions.

Why does my Order Status show “Pending payment”?

Most online payments (i.e. Debit Cards, Credit Cards, Online Banking etc) are processed immediately. Check your bank or card provider to see if the payment has been deducted from your account.

If you choose “Bkash”, please fill up your BKash Number and Transaction ID during checkout. Once we confirm the transaction, we will manually update the order status.

If the order status does not update within 24hrs, please contact Customer Service.

To prevent duplication, please do not re-create your order.

What kind of payment method may I use?

We currently accept Bkash, Cash on Delivery, Bank Transfer. Bank Card payments are coming soon.

Is it safe and secure to shop at Thevivis.com?

Thevivis.com prides itself on providing a safe and secure shopping experience. Your personal information is kept secure and private during the entire checkout process.

Please refer to our Privacy Policy for more details CLICK HERE

How long is your refund process?

For approved refund, Vivis may provide a refund in a form of credit voucher or via the original payment method. Refund by payment method may take up to 5 working days.

Can I request or suggest a product or brand?

We love to hear from our customers, especially about a product we do not currently carry. Feel free to send your requested brand to Customer Service.

Are your products authentic?

Yes, we work directly with the brands and authorised distributors to ensure that all products we sell are authentic.

Can I get a list of ingredients for a product?

Yes, you can see the ingredients on every product page under the Ingredients tab or you may also contact our friendly Customer Service Team if you need further assistance.

Still have a question?

Please contact us for more information.

Get in touch