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FAQ

FAQ

VIVESONLINE account:

 
What is VIVESONLINE Club?
• Club or your account VIVESONLINE VIVESONLINE allows us to obtain the data necessary for the processing of orders. You have complete control over their personal data. The can be modified from their account or request removal by sending an email to eshop@vivesshoes.com
• Login to your account: ◦ View and modify your data
◦ Check and change your shipping addresses
◦ Change Password
◦ Subscribe to Newsletter
◦ Tracking sponsorship account
◦ Track your gift cupons account
 
• Your account also allows you VIVESONLINE track their orders and their returns online.
• Participate in VIVESONLINE sections: sponsorships, reviews, testimonials, etc ....
 
How to create my account VIVESONLINE Club?
• To open an account:
Click on the "Access My Account" which is shown at the top of your screen on the home page. Then follow the procedure and complete the form under "Is this your first time?". If you experience difficulties, please contact our customer service to give you an answer as soon as possible.
 
How to recover my username and password?
• If you forget the password, click on "My Account" in the upper right and "Forgot your password". We will send a new password to your email automatically.
 
Services
 
How I can reach you?
• Any questions? Information? The customer service of VIVESONLINE is at your disposal:
 
- Our call center specialists contact you to answer all your questions at:
 
· 902 555 787 ext 112
 
· Monday through Friday, from 9 to 14 and 16 to 18 hours.
 
Can I keep my shopping visit to another?
• Have you made a selection that does not want to validate now? Do not worry! If the product is still available, will remain in your cart, along with selected items the next time you visit the website.
 
 
Products and stocks
 
Where to find the technical data of a product?
• while browsing, click on the products you like, you can view the 3D model. Is displayed next to a description in which you are informed of the characteristics and composition of the product.
 
How I can know if an item is available?
• Products that are offered in our stock VIVESONLINE. However, you may wish to purchase the model is not available in your size.
 
What selection VIVESONLINE account?
• VIVESONLINE offers a wide range of brands and appreciated. Our goal is to propose regular shoe brands and models of latest trend.
 
My Order
 
How to order?
• Choose models you crave: VIVESONLINE offers various search possibilities: ◦ Quickly selecting models according to their criteria: Indicate directly from search keywords (color, size, price, etc ...) or use the various filters available.
◦ Search two types: ■ discover which brands fit your style.
■ Select your favorite brand, discover the models recommended in the space reserved for each brand.
 
◦ Top 5 sales: Discover the top 5 sales in each universe VIVESONLINE and brand.
 
• Have you made your selection? Choose your size Item tab and click "Add to Cart" to include it in your cart. Once you are done with your shopping, click "Checkout" and be guided through the ordering process: 1.Datos Delivery: See summary of your order and the shipping address.
2.PERSONAL DETAILS Methods: Choose the payment method and the type of delivery and billing address. Share your comments with us
3.Confirmar: Provide details of the payment.
4.Fin: The procedure is completed. In short, you will receive an email with your order confirmation number and order summary.
 
 
What are the time taken to process my order?
 
All orders placed Monday through Friday before 14 hours, are treated the same day as the store that has the stock is sent to the carrier. Orders placed on weekend or holiday will be sent to the afternoon of the next business day.
As the product is issued, you will receive a confirmation e-mail
 
How I can know if my order is being processed?
• After validating your order online, VIVESONLINE will send you a confirmation email with your order number. Login to track your order at any time from the "My Orders" of your customer account VIVESONLINE. We will inform you by email of the different stages of the tour package.
 
How I can change or cancel my order?
• We can not change the order data and validated. You need to make a claim for reimbursement from your account and create a new order.
 
Payment
 
What are the payment methods?
 
Choose the payment method in the "payment page" to complete your order.
• Payment by credit card: Pay now with a credit card purchases. Select this mode of payment in the secure payment page and then confirm. Enter the card number, expiry date and CVV code found on the back of your credit card.
 
• Pay with a gift coupon VIVESONLINE: Enter your coupon code gift payment page and validate
 
.
• Payment by bank transfer: send VIVESONLINE purchase when we receive the transfer. To transfer, you provide a reference that identifies your order, it is very important to place this reference when making a bank transfer for us to link the payment with your order. To expedite delivery eshop@vivesshoes.com send an email to with proof of transfer.
 
• Payment by cash back: VIVESONLINE allows you to make reimbursement payments.
 
Is it safe to pay online?
• Shop VIVESONLINE no problem with ensuring maximum security. VIVESONLINE devotes his full attention as to the security of online payments. Your bank details will be sent to our server in an encrypted through SSL (Secure Socket Layer) and transmitted in a completely safe environment to our bank, CIC. We do not record this information at any time.
 
How to use my coupon or gift voucher of VIVESONLINE me?
• Follow these 3 steps to use the gift coupon / voucher off your next order: 1.Right your choice and add it to your cart,
2.Make order,
3.In the page "Payment", enter the gift voucher code / voucher of VIVESONLINE in the box provided.
 
• Discount Coupons are not applicable to those goods or promotional discount OUTLET.
 
 
What should I do if my discount code does not work?
• Remember to check the expiration date of your coupon code:
• Vouchers are valid for a period, as it.
 
Enter the code without spaces and respecting the character case.
• If the code works, it will display a text indicating that your coupon is being processed.
• Codes can not be accumulated. If you have several vouchers available, you can only use one when ordering.
 
Do the prices include VAT?
• VAT is included in the price of the items available in VIVESONLINE.
 
Shipping
 
The package in my home, how soon and at what price?
• The deadlines depend on the time when you order and availability of stock under stock
 
1: Peninsular Spain:
 
Shipping with SEUR 7 working days (normal term)
 
? I can receive the package to an address other than my home?
• Your account allows you to register a VIVESONLINE different shipping address.
 
I have not received my package, what do I do?
• Delivered to the delivery address you specified in the order form before signing.
• Should not be in the home, the service will leave a notice indicating the condition of the package collection. The package collection period is usually 15 days.
• It may take several cases:
1. If the package is returned to the sender, our customer service will contact you upon receipt of your package to let them get back in the best way possible.
2. If your package is in the mail service facilities, bring the number of sent and an identification to pick up the package at the office indicated.
3. If you have not received your package within 10 days and has not received any notice from the postal service, please contact us at club@vivesshoes.com.
 
 
 
Return
 
What options do I have to return my package?
 
It offers different possibilities:
1.Cambio: VIVESONLINE models can be exchanged for another size, provided they have in stock.
2.Cupón gift: If you want to exchange an item for another model or if you want to make a new order for the time VIVESONLINE will send a Gift Voucher by email. It will suggest the coupon payment mode automatically when you place your next order.
 
Who is responsible for the cost of return?
• Do not fully satisfied with the product? In VIVESONLINE, has 30 days from the date of receipt of the package or return the item (s).
• You must submit to our headquarters attaching the product to return your purchase invoice, in which case shipping costs bear the cost.
• We only accept items that are returned in new condition and original packaging.
• VIVESONLINE assumes no liability for loss or damage during shipping the package.
 
How I can perform a return?
1.Access your customer account VIVESONLINE indicating your email and password and enter the "Order Management".
2.Select the order that you want to return and press the "Make return".
3.A will then order products.
4.Select the product to make the return and indicate the reason and comments.
5.Nuestro customer service team will be in touch with you to develop the return