Order & Delivery Information

Three ways to shop

Urgent Order Postal Rates

Please contact our Merchandise Department on 0117 944 1000 to arrange a premium postal service (Royal Mail Special Delivery, Parcel Force) to ensure your order will arrive on a specified day. Alternatively you can place an order on our web shop, leaving your postal requirements in the 'Comments' field at the checkout stage. e.g I would like my order to be sent next day. As our shop does not currently have the functionality to add special postal rates to an existing order, a member of our Merchandise Team will contact you to discuss your postal options.

Stock Issues

Occasionally products listed on the Viva! Shop are subject to stock shortages. If the product is only temporarily out of stock (7-10 working days) we will part-send the remainder of your order with a note explaining the due date of the product to follow and proceed with shipping the product immediately once it has come back into stock.

If a product (with a value of £10 or less) has become discontinued after receipt of your order or is known to be out of stock for a longer period of time, we will issue you a credit note to spend in the Viva! Shop or contact you to offer a product substitution. If a product (with a value of £10 or more) has become discontinued after receipt of your order we will contact you to offer a product substitution or full refund.

Gift Vouchers 

All gift cards are set to expire after a year after they are issued. You can use our gift cards on the online shop, when placing a catalogue order, or can be used when you phone us to place an order. 

Exchanges and Refunds

Christmas 2023

We have extended our Christmas returns policy. Any orders placed between 24th October 2023 to the 24th December 2023 may be returned until the 21st January 2024 with a valid order number/ dispatch note.

Normal return policy:

Please contact us on merchandise@viva.org.uk or 0117 944 1000 if you aren’t completely satisfied with your purchase. You have 14 days after receiving your order to inform us of an exchange or refund. Unless an item is faulty or damaged, we regret that return postage is not paid and is at your own expense. Refund claims are processed within 14 days upon receipt of returned goods or if the Viva! Shop cannot fulfil your order. All refunds are made via the original method of payment.

Eco Packaging Policy

Here at the Viva! Shop we think its cool to care about the animals, people and the planet too! As part of our commitment to tread lightly on this beautiful planet, we try to think about the materials we use at every stage of the ordering process. Where possible, we will pack your order using carefully selected re-used packaging from cardboard boxes to biodegradable packing chips. This means that sometimes the boxes we use may have come from another supplier or the padded envelope has evidence of a previous shipping label. We like to think this adds character to the packaging but also means we aren't using up more resources and are not reliant on new materials all the time. We never re-use packaging that has been soiled, is damaged or displays personal contact details. 

Delivery Rates

Viva!'s postage and packing rates are based on the total value of merchandise bought and are applied at the checkout stage of each order. We have tried to select delivery rates that we deem to be fair, based on the value to weight ratio of each order, whilst keeping in line with Royal Mail shipping criteria. We regret at this time, we only deliver to UK mainland, Jersey and Guernsey delivery addresses. Please contact merchandise@viva.org.uk if you would like to place an order outside of the UK, although currently we cannot ship outside of the UK due to Brexit.

Wine is delivered independently from the rest of your order, and delivery will be charged separately. Please see our Wine Shop T&Cs for full details of delivery rates. 

PLEASE NOTE: If wine and other items are ordered together, the delivery rates above will both be added to your order.