Frequently Asked Question

Frequently Asked Questions

Everything you need to know about shopping, orders, delivery, returns, payments and support at Vivonu.

At Vivonu, our goal is to make shopping simple, secure and convenient.

We primarily serve customers throughout South Africa and may also offer delivery to selected international destinations, depending on the product, destination and available courier services.

🛒 How do I place an order?

Shopping with Vivonu is easy.

Browse our products and categories.
Select the product you want.
Choose any available options such as size, color, style, or quantity.
Click Add to Cart.
Review your cart and select Checkout.
Enter your contact and delivery information.
Select an available payment method.
Review your order carefully.
Complete payment.
You will receive an order confirmation once your order has been successfully submitted.

If you experience any difficulty placing an order, contact us:

Email: support@vivonu.co.za
Telephone: +27 79 794 8079

💳 What payment methods do you accept?

Vivonu accepts the secure payment methods displayed during checkout.

Depending on availability, these may include payment options such as:

Credit or debit cards
Paystack-supported payment methods
Electronic funds transfer or bank transfer
Other payment methods displayed at checkout

Available payment options may vary according to:

Country
Currency
Order
Transaction value
Payment provider

All payments must be successfully authorized before an order can be processed.

🔐 Is my payment information secure?

We use payment providers and security measures designed to help protect online transactions.

Payment information may be processed directly by trusted third-party payment providers according to their own security and privacy standards.

Where card processing is handled directly by an external payment provider, Vivonu does not intentionally store your complete payment-card number, CVV, or complete card credentials on its own systems.

📦 How long does delivery take?

Delivery times depend on your destination, product availability, fulfillment location, and courier service.

South Africa

As a general guide, orders may take approximately:

2–7 business days after dispatch

Remote or outlying areas may require additional delivery time.

Selected International Destinations

Where international delivery is available, delivery may take approximately:

7–35 business days after dispatch

International shipments may take longer because of customs clearance, border procedures and local courier networks.

Delivery estimates are provided as a guide and are not guaranteed unless expressly stated otherwise.

The delivery estimate displayed during checkout or communicated for your specific order should be used as the primary estimate.

🌍 Where does Vivonu deliver?

Vivonu delivers throughout South Africa, subject to courier coverage and product availability.

We may also deliver selected products to certain international destinations where international shipping is available.

International availability depends on factors including:

Destination country
Product
Parcel size and weight
Courier coverage
Customs requirements
Import restrictions
Local regulations

Some large, heavy, restricted or specialized products may not qualify for international delivery.

If your country is not available at checkout, contact us before placing your order:

support@vivonu.co.za

🌐 Do you ship internationally?

International shipping may be available for selected products and destinations.

If international delivery is available during checkout, the applicable shipping options and charges will normally be displayed.

If your destination is not listed, contact us before placing an order and we will determine whether delivery can reasonably be arranged.

Email: support@vivonu.co.za
Telephone: +27 79 794 8079

🧾 Will I have to pay customs or import charges?

International orders may be subject to charges imposed by the destination country, including:

Customs duties
Import taxes
VAT, GST, or similar taxes
Customs clearance fees
Brokerage fees
Handling charges
Other import-related charges

Unless explicitly stated otherwise during checkout, these charges may be the responsibility of the customer.

Vivonu cannot guarantee the amount of customs or import charges because these are determined by destination-country authorities and service providers.

📍 How can I track my order?

Where tracking is available, tracking information will normally be provided after your order has been dispatched.

Tracking details may be sent by:

Email
SMS
Courier notification
Another appropriate method

Please allow reasonable time after dispatch for the courier's tracking system to update.

If you have not received tracking information or your tracking has not updated for an extended period, contact:

support@vivonu.co.za

Please include your order number.

🚚 Why hasn't my tracking information updated?

Courier tracking systems do not always update immediately after collection.

There may be a delay while the parcel:

Enters the courier network
Moves between distribution centres
Reaches a regional depot
Passes through customs for international shipments

If there has been no update for an unusually long period, contact us and we will assist with an investigation.

📦 Why did my order arrive in multiple packages?

Some Vivonu products may be stored or fulfilled from different warehouses, suppliers or distribution centres.

As a result, products purchased in the same order may occasionally be shipped separately.

You may receive:

More than one parcel
Separate tracking numbers
Different delivery dates

Receiving one part of an order does not necessarily mean the remaining items are missing.

🛍️ Can I order multiple products at once?

Yes.

You can add multiple eligible products to your cart and complete your purchase in one checkout.

Depending on stock location and fulfillment requirements, some products may arrive separately.

↩️ Can I return my order?

Eligible products may be returned according to our Returns & Refund Policy.

For products that do not qualify for a longer statutory return right, Vivonu may voluntarily accept an eligible change-of-mind return request within 2 days of delivery.

To qualify under our voluntary change-of-mind policy, the product should generally be:

Unused
Undamaged
In its original condition
In its original packaging where reasonably possible
Complete with accessories, manuals, labels and supplied components

This voluntary 2-day policy does not reduce or replace any longer rights you may have under applicable consumer law.

Certain qualifying electronic transactions may also have statutory cooling-off rights.

Please contact us before returning any product.

Email: support@vivonu.co.za

⏱️ Do online purchases have a cooling-off period?

Certain qualifying electronic transactions may have a statutory cooling-off period under South African law.

Where that right applies, a customer may be entitled to cancel an eligible transaction within 7 days after receiving the goods, subject to applicable legal conditions and exclusions.

The direct cost of returning the goods may be the customer's responsibility where permitted by law.

Certain types of products or transactions may be excluded from statutory cooling-off rights.

Please review our Returns & Refund Policy for more information.

🛠️ What if my product is defective?

If a product is defective, unsafe or does not meet applicable statutory quality requirements, please contact Vivonu as soon as possible.

Depending on applicable law and the circumstances, you may be entitled to an appropriate remedy such as:

Repair
Replacement
Refund

Qualifying defective goods may have statutory protections that extend beyond Vivonu's voluntary change-of-mind return period.

Please provide:

Your order number
Product name
Description of the problem
Photographs or video where relevant

Email: support@vivonu.co.za

💰 How do I request a refund?

Contact Vivonu Customer Support:

support@vivonu.co.za

Please provide:

Your full name
Order number
Product name
Reason for requesting the refund
Photos or videos where relevant
Your preferred resolution where applicable

Please do not send a product back before receiving return instructions from Vivonu.

Once an eligible returned product has been received and assessed where necessary, we will notify you of the outcome.

Approved refunds will generally be processed using the original payment method unless another method is required or agreed.

Your bank or payment provider may require additional processing time before refunded funds appear in your account.

📦 What happens if my product arrives damaged?

If your order arrives damaged, contact us as soon as reasonably possible.

Please provide:

Your order number
Clear photographs of the outer packaging
A photograph of the shipping label
Photographs of the product
Photographs of the damage
Video where useful

Please keep the original product and packaging until the matter has been assessed.

We will investigate and provide an appropriate resolution in accordance with our Returns & Refund Policy and applicable law.

❌ What if I receive the wrong product?

Please contact us as soon as possible:

support@vivonu.co.za

Include:

Your full name
Order number
Product ordered
Product received
Clear photographs where possible

We will investigate and arrange an appropriate resolution.

📭 What if an item is missing from my order?

First check whether your order was divided into multiple shipments.

Your dispatch notification may contain more than one tracking number.

If the missing product is not part of a separate shipment, contact:

support@vivonu.co.za

Please include your order number and details of the missing product.

🔄 Can I change or cancel my order?

If you need to change or cancel an order, contact us as soon as possible.

Email: support@vivonu.co.za
Telephone: +27 79 794 8079

We will make reasonable efforts to assist.

However, an order may not be changeable once it has entered:

Processing
Packing
Fulfilment
Courier collection
Dispatch

If the order has already been dispatched, the applicable return or cancellation procedure may need to be followed.

Any statutory cancellation rights remain unaffected.

📍 Can I change my delivery address after ordering?

Please provide:

Your full name
Order number
Current delivery address
Correct delivery address
Telephone number

We will make reasonable efforts to change the address.

However, once a parcel has entered the courier network, address changes may not be possible or may attract additional courier charges.

🚪 What happens if nobody is available to receive my parcel?

Depending on the courier, they may:

Attempt delivery again
Contact you
Leave appropriate delivery instructions
Redirect the parcel to a collection facility
Return the parcel to the sender

Additional delivery charges may apply where legally permitted if a failed delivery resulted from incorrect information or circumstances attributable to the customer.

📦 My tracking says delivered, but I don't have the parcel. What should I do?

Before contacting us, please check where appropriate with:

Household members
Reception
Building management
Security
A designated safe place
A person authorized to receive your parcel
Neighbours

If you still cannot locate the parcel, contact us:

support@vivonu.co.za

Include your order number and tracking information.

We will investigate with the relevant courier.

🌍 What happens if my international parcel is delayed?

International shipments may experience delays because of:

Customs clearance
Border procedures
Import inspections
Weather
Public holidays
Local courier delays
Remote destinations
High-volume periods
Import restrictions
Incorrect address information

The 7–35 business day international delivery period is a general estimate.

If your shipment appears significantly delayed, contact:

support@vivonu.co.za

Please include your order and tracking information.

🌍 What happens if my country charges customs fees?

If customs duties, taxes or clearance charges are applied, payment may be required before the parcel can be released or delivered.

Unless Vivonu has expressly stated otherwise, the customer may be responsible for applicable destination-country charges.

If a customer refuses legally applicable import charges and the shipment is returned, any resulting refund may be subject to lawful shipping or return costs.

🚫 What happens if an item is out of stock?

If a product is unavailable, you may not be able to purchase it until stock becomes available again.

Occasionally, an item may become unavailable after an order has been placed.

If this happens, we may:

Contact you
Offer an appropriate alternative with your agreement
Cancel the affected item
Arrange an appropriate refund

We will not intentionally substitute a materially different product without your agreement.

✅ Do you sell authentic products?

Vivonu aims to supply genuine products through appropriate manufacturers, distributors, suppliers and fulfillment channels.

If you have concerns regarding the:

Authenticity
Condition
Quality
Packaging
Accuracy

of a product you receive, contact:

support@vivonu.co.za

Please include your order number and supporting photographs where appropriate.

We will investigate the matter.

🧴 Are wellness products medicines?

Not necessarily.

Vivonu may sell wellness, nutritional, supplement and personal-care products.

A wellness or nutritional product is not automatically a medicine simply because it relates to health or wellbeing.

Product information on our website is intended to provide general information and should not be regarded as a substitute for professional medical advice, diagnosis or treatment.

Always:

Read the product label.
Review ingredients.
Follow usage instructions.
Check warnings and allergen information.
Consult an appropriately qualified healthcare professional where necessary.

This is particularly important if you:

Are pregnant or breastfeeding
Take prescription medicines
Have an existing medical condition
Have known allergies
Are receiving medical treatment

👶 Are baby and children's products safe to use?

Customers should always follow the manufacturer's:

Age recommendations
Weight limits
Safety warnings
Assembly instructions
Usage instructions

Do not leave infants or children unattended with products where adult supervision is required.

For products such as:

Car seats
Strollers
Baby carriers
Tricycles
High chairs

Always confirm that the product is appropriate for the child's age, weight and height.

If you are unsure about a specific product, contact us before purchasing.

🏋️ What should I know before buying fitness or gym equipment?

Some fitness equipment may require:

Assembly
Professional installation
Adequate floor space
Specific user-weight limits
Safety precautions

Always review:

Product dimensions
Maximum supported weight
Manufacturer instructions
Assembly requirements
Safety recommendations

For large equipment, measure the intended installation area and access routes before ordering.

👕 How do I choose the correct size?

Please use our Size Guide for general sizing guidance.

Where a product has its own size chart or measurements, the product-specific size information takes priority because sizing may vary between manufacturers.

Before ordering, check:

Body measurements
Product measurements
Manufacturer sizing
Fit recommendations
Dimensions

If you are unsure, contact us before purchasing:

support@vivonu.co.za

🪑 How do I know whether furniture or an office chair will fit?

Check the product dimensions carefully before ordering.

For office chairs, consider:

Seat width
Seat depth
Seat height
Overall height
Armrest dimensions
Maximum user weight

For furniture and large products, measure:

Your available space
Doorways
Staircases
Lifts
Passageways

before placing the order.

📧 Will I receive an order confirmation?

Yes.

After successfully submitting an order, you should receive confirmation using the contact information provided during checkout.

If you do not receive confirmation, check:

Your spam or junk folder
The email address entered during checkout

If you still cannot locate your order confirmation, contact us with your name and relevant transaction information.

🎁 Do you offer promotions and discounts?

Vivonu may offer promotions, discounts, sale pricing and special offers from time to time.

Promotions may be subject to:

Specific dates
Minimum order values
Selected products
Limited stock
Eligibility requirements

Promotional terms displayed with an offer will apply.

Unless expressly stated otherwise, promotional codes may not be combined.

📧 How do I subscribe to Vivonu offers?

You can subscribe through the newsletter or email sign-up section of our website where available.

Subscribers may receive information about:

New arrivals
Special offers
Promotions
Product launches
Vivonu updates

You can unsubscribe from promotional email communications using the unsubscribe option provided in eligible marketing communications.

🔒 How does Vivonu protect my personal information?

We take reasonable measures to protect personal information against unauthorized access, misuse, loss and disclosure.

Personal information may also be processed by trusted service providers involved in:

E-commerce
Payments
Delivery
Customer support
Security
Marketing
Analytics

Please review our Privacy Policy for complete information about how personal information is collected and processed.

📞 How do I contact Vivonu?

Our Customer Support team can assist with:

Orders
Products
Payments
Shipping
Tracking
International delivery
Returns
Refunds
Sizing
General enquiries

Vivonu Customer Support

Telephone: +27 79 794 8079
Email: support@vivonu.co.za
Website: vivonu.co.za

For order-related inquiries, please include your order number.

🏢 What are Vivonu's company details?

Registered Enterprise Name: VIVONU
Trading Name: Vivonu
Enterprise Type: Private Company
Company Registration Number: 2026/253949/07

Registered Office:
43 Toronto Ave
Polokwane
Limpopo
0699
South Africa

Telephone: +27 79 794 8079
Email: support@vivonu.co.za
Website: vivonu.co.za

🌎 Shop Vivonu

Quality products for everyday life — delivered throughout South Africa and to selected international destinations where available.

Before purchasing, we encourage customers to review our:

Shipping Policy
Returns & Refund Policy
Terms of Service
Privacy Policy
Size Guide

Need help?

Customer Support: +27 79 794 8079
Email: support@vivonu.co.za