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What is Vivo's Return Policy?
We will exchange any item you are not completely happy with for another item (excluding Sale items) within 15 days of the date of purchase.
Items must be accompanied by original receipt, and date and amount of purchase must be validated in our system. Merchandise must either be defective, or in its original condition, unworn and unwashed.
Customer identification may be required before any returns are accepted.
Telephone and Online Purchases
If you wish to exchange an item purchased online, please call us on +254-703-420-780. You will speak to a Sales Associate and arrange to have the item delivered back to our warehouse in exchange for another item. You may also arrange to have the item returned and exchanged at a store.
Need a Different Size?
If you would like to exchange an item for a different size, please contact us within 15 days of your original purchase to let us know that you wish to do so, and indicate the size/color you prefer.
Merchandise sent to us for exchange must be either be defective, or unworn and unwashed with original tags. Our Sales Associate will assist you and your new merchandise will be shipped out as soon as the return is received.
If you prefer to have your items shipped prior to the return’s arrival at our warehouse, you may call +254-703-420-780 to place your order with one of our Sales Consultants, after which you may make your return as outlined above.
Our Delivery/Shipping Policy
We offer the following shipping options:
Next day delivery within Nairobi: Ksh 300/- (24 - 48 hrs after placing an order).
Outside Nairobi deliveries: Kshs 300/- (48 - 72 hrs after placing an order).
Outside Kenya deliveries: Custom FEE as charged by the logistics partner.
Please select your delivery option at Checkout when you shop online. For more information see How to Order.