Delivery FAQ

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Which couriers do you use?

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We use a variety of different carriers such as Hermes, Yodel, DPD and more to get your items to you in the safest and fastest time possible. Dependant on the time of day, the weight and quantity of items in your order depends on which carrier we use to dispatch your parcel. You’ll get an email or text message from the carrier to let you know when your order is on its way.

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How can I track my order?

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Once your order is with the courier you’ll receive an email or text message to let you know it’s on its way. This will include a tracking number for you to keep an eye on your parcel as it makes its way to you.

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When will you dispatch my order?

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We want to get your order to you as soon as possible, even if you choose an economy delivery option. That’s why we start preparing your order as soon as we receive payment. We pick, pack and ship most orders the same day we receive them.

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Do I need to be home to sign for my delivery?

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We don’t always need a signature to deliver your parcel. If you’re not going to be home on the day it’s no problem, the courier will just leave a card letting you know which of the following actions they’ve taken:

- Attempt re-delivery – The courier will reattempt up to 3 times before returning the parcel to us
- Leave your order with a neighbour – They’ll let you know which one they left it with
- Leave your order in a safe place – The card will tell you where they’ve left your parcel

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Do you deliver to my postcode?

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We deliver to all mainland UK addresses, including Northern Ireland. We also deliver to the Scottish Highlands and Islands as well as the Channel Islands, Isle of Man, Isle of Wight, the Scilly Isles and internationally. More information on where we can ship to can be found on our Delivery Information page.

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My order hasn’t arrived yet, where is it?

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You can keep an eye on the delivery of your order using the tracking number and details sent to you by the courier. They’ll send this via email or text message. If you haven’t received any tracking details, contact our Customer Service team who will be able to check its progress and provide you with the tracking details.

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What happens if I miss the courier?

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If you’re not around when the courier arrives, they will leave a card letting you know which of the following actions they’ve taken:

- Attempt re-delivery – The courier will reattempt up to 3 times before returning the parcel to us
- Leave your order with a neighbour – They’ll let you know which one they left it with
- Leave your order in a safe place – The card will tell you where they’ve left your parcel

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Tracking says my order was delivered but I haven’t received it, what should I do?

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Please check with your neighbours to see if one of them was given your order by the courier or check previous safe places such as sheds, porches and greenhouses. If you can’t find your parcel, contact our Customer Service team and we will do everything we can to locate your parcel for you.

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My delivery is late, what should I do?

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We will always do our best to get your order to you within the delivery time-frame you chose when placing your order. Occasionally delays can happen which are often beyond our control such as breakdowns, extreme weather and illness. We’re incredibly sorry if your delivery is late but rest assured your delivery will be with you as soon as possible.

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Can I change my delivery address after I place my order?

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Unfortunately we’re unable to change the shipping address once an order has been placed. This is because we cannot guarantee the change in our system will take effect before we ship the order. It also helps to prevent possible fraud. You can try to contact the courier once you have received the tracking information who may be able to help further.

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What should I do if my order arrives damaged?

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We take great care to make sure your order leaves us in tip-top condition; however damage can sometimes occur when the parcel is in transit. If you notice that the contents are damaged or faulty please contact our Customer Service team through sales@vivantage.co.uk

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An item is missing from my order, how can you help?

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If you’ve noticed an item missing from your delivery, please contact our Customer Service team within 48 hours of delivery. Our team will investigate with the courier and our warehouse and come back to you with a resolution. You may be asked for photos of the outer box so please do not throw it away until advised to.

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I received something that I didn't order, what should I do?

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In rare cases we may accidentally send out an incorrect item. We’re really sorry for any confusion or inconvenience it may cause, but please contact our Customer Service team who will help resolve the problem as soon as possible.