Returns and Refunds

We strive to provide the best customer service. If you are unhappy with your purchase, please get in touch with
us and give us the chance to make it right.

Please note that we only accept returns or exchanges for products bought on our site (www.issviva.co.uk).

Unopened Items in Original Packaging

We hope you’ll be delighted with our products. If for any reason you are not satisfied, you may return products in
their original packaging, unopened and undamaged, back to us within 14 days of receipt of goods for a refund (excl. shipping
costs).

We require you to get in touch with us within 14 days of receipt of goods before returning any product by sending
us an email, including information about your purchase:

Your order number

A clear description for your reason of return

Pictures clearly showing it is unopened

Once we’ve acknowledged your returns request, you will have 14 days to return the products to us. 

Please note that you must return the goods to us at your cost and risk, and we recommend using a tracked service, as
we cannot be held liable if the parcel is lost or damaged in transit. Products that have been opened or damaged will not be refunded.

We aim to issue refunds within 14 days of receipt of the returned items. All refunds are made via your original payment.

Faulty Goods

If you have received an item which is faulty (some exceptions apply*), we will happily replace the product you purchased in
the last 90 days. Please contact us, providing:

Your order number

A clear description of the issue

Pictures clearly showing the fault 

If the product that you ordered is no longer available, we may offer you substituted goods of a similar nature and quality. In
this case, we will contact you and ask if you wish to proceed.

We aim to send out replacement products within 3 working days after your request has been processed.

Received an Incorrect Item

If you have received an incorrect item in the last 60 days, please get in touch; with the following details:

Your order number

Pictures and details of the item you received

We aim to send out replacement products within 3 working days after your request has been processed.

If the product that you ordered is no longer available, we may offer you substituted goods of a similar nature and
quality. In this case, we will contact you and ask if you wish to proceed.

Fine Print

We only accept returns and exchanges for purchases you made on our website (www.issviva.co.uk).

* Does not apply to products marked as not in perfect condition or if we informed you about any fault before you bought
the item. Products damaged by wear and tear, an accident or misuse are also not eligible. Unfortunately, we also can’t exchange your product if you have simply just changed your mind.

If you have any questions about this policy, contact us at [email protected].uk