Shipping policy

This Shipping Policy explains how VIVAMED processes and delivers orders placed through our website.

1. ORDER PROCESSING

We aim to process and dispatch orders as quickly as reasonably possible.

Orders are normally processed during our business days, Monday to Friday, excluding UK public holidays.

Orders placed outside our normal business hours will generally be processed on the next available business day.

Once your order has been dispatched, you will receive a dispatch confirmation by email. Where tracking is available, the email will include your tracking information.

Please note that an order being placed does not necessarily mean that it has been dispatched. You will receive a separate dispatch confirmation once your order has been handed to the relevant delivery provider.

2. UK DELIVERY

We currently offer delivery within the United Kingdom.

Available delivery options and estimated delivery times will be displayed at checkout where applicable.

Delivery times are estimates and are not guaranteed unless a specific guaranteed delivery service has been purchased and expressly confirmed by us.

Typical delivery timeframes may vary depending on:

  • The delivery service selected.
  • Your delivery address.
  • Courier operating schedules.
  • Weekends and public holidays.
  • Weather conditions.
  • Unforeseen logistical or operational delays.

3. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address at checkout.

Please check your delivery information carefully before placing your order.

If you realise that you have entered an incorrect address, please contact us as soon as possible. We will make reasonable efforts to assist, but we cannot guarantee that an address can be changed once an order has been processed or dispatched.

4. TRACKING

Where a tracked delivery service is used, tracking information will be provided once the shipment has been handed to the delivery provider and tracking information becomes available.

Please allow some time for tracking information to become active after dispatch.

Tracking updates may not appear immediately and can sometimes take several hours or, depending on the courier, longer to update.

5. DELIVERY DELAYS

Although we aim to meet the estimated delivery timeframe, delays can occasionally occur.

Delivery may be affected by circumstances outside our reasonable control, including:

  • Severe weather.
  • Flooding.
  • Strikes or industrial action.
  • Transport disruption.
  • Courier operational issues.
  • Customs procedures.
  • Public holidays.
  • Natural disasters.
  • Government restrictions.
  • Other unforeseen circumstances.

If we become aware of a significant delay affecting your order, we will make reasonable efforts to keep you informed.

Nothing in this policy limits your statutory rights regarding delivery.

6. DELIVERIES THAT DO NOT ARRIVE

If your order has not arrived within the expected delivery timeframe, please contact us so that we can investigate the matter.

Where tracking is available, we may use the tracking information provided by the courier to investigate the status of the shipment.

If a parcel is confirmed as lost in transit, we will take appropriate steps to resolve the matter in accordance with applicable consumer law and your statutory rights.

7. DAMAGED PACKAGES

If your order arrives with visible damage to the external packaging, please contact us as soon as reasonably possible.

Where appropriate, we may ask you to provide photographs of:

  • The external packaging.
  • The shipping label.
  • The damaged product.
  • Any other relevant information.

This helps us investigate the issue with the delivery provider and determine the appropriate resolution.

8. INCORRECT OR MISSING ITEMS

If you receive an incorrect product or an item is missing from your order, please contact us as soon as possible.

Please provide your order number and details of the issue so that we can investigate and arrange an appropriate resolution.

9. INTERNATIONAL SHIPPING

We may offer international shipping to selected countries in the future.

Where international delivery is available, the applicable shipping costs and estimated delivery timeframe will be displayed at checkout.

International orders may be subject to customs duties, import taxes, handling charges or other fees imposed by the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the customer.

Customers are responsible for ensuring that products ordered from VIVAMED are permitted to be imported into their destination country.

We cannot guarantee that a product will clear customs in another country where import restrictions apply.

10. COURIER DELIVERY

Once an order has been handed to the courier, delivery is subject to the courier's operating procedures.

Customers should use the tracking information provided, where available, to monitor their shipment.

If a courier attempts delivery and the customer is unavailable, the courier may leave the parcel in a designated location, arrange another delivery attempt, or provide instructions for collection.

11. PRE-ORDERS AND OUT-OF-STOCK PRODUCTS

Where a product is offered as a pre-order or is temporarily out of stock, the expected dispatch timeframe will be stated on the relevant product page where possible.

If an order contains both available and pre-order products, we may dispatch the available products separately or wait until all products are available, depending on the circumstances.

Any applicable additional delivery arrangements will be communicated to the customer.

12. DELIVERY FEES

Applicable delivery charges will be displayed at checkout before payment is completed.

Delivery charges may vary depending on:

  • Delivery destination.
  • Order value.
  • Delivery service selected.
  • Promotional offers.
  • The size or weight of the order.

Where free delivery is offered, the conditions for the offer will be stated at checkout or within the relevant promotion.

13. CONSUMER RIGHTS

Nothing in this Shipping Policy affects your statutory rights under applicable UK consumer protection law.

Where applicable, goods must be delivered within the period agreed with you or, where no specific period has been agreed, within the timeframe required by applicable law.

If we fail to deliver your order within the applicable timeframe, you may have certain rights to cancel your order and obtain a refund.

14. CONTACT US

If you have questions about delivery or the status of your order, please contact us:

VIVAMED
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

Email: vivamedltd@outlook.com

Website: www.vivamed.uk

We will aim to respond to shipping enquiries as soon as reasonably possible.