Shipping & Returns

Shipping

Processing Times

All orders are handpacked with care. Please allow 1–3 business days for processing before your order is dispatched. During peak periods (Christmas, Mother’s Day, Valentine’s Day) processing may take up to 5 business days. You will receive a dispatch confirmation email once your order is on its way.

Domestic Shipping (New Zealand)

If you are located in a rural area, please ensure your rural delivery address is entered correctly at checkout. Vivura is not responsible for delays caused by incorrect address information.

Free Shipping

We offer free standard shipping on New Zealand orders over $80. This threshold may change from time to time and will be displayed at checkout.

International Shipping

At this time we primarily ship within New Zealand. If you are based overseas and would like to place an order, please contact us at kate@vivura.co.nz and we will do our best to assist. Please note that international customers are responsible for any customs duties, taxes, or import fees charged by their country.

Candle Shipping Note

Candles are fragile and temperature-sensitive. We pack them carefully to minimise movement in transit. In very warm weather, wax surfaces may shift slightly — this does not affect the quality or performance of the candle.

Returns & Refunds

Change of Mind Returns

We want you to love your Vivura purchase. If you change your mind, we accept returns within 14 days of the delivery date, provided the item is:

• Unused and in its original condition
• In its original packaging, undamaged
• Not a sale or clearance item
• Not listed as a non-returnable item (see below)

Return shipping costs for change-of-mind returns are at the customer’s expense. We recommend using a tracked service as we cannot be responsible for items lost in transit.

Faulty or Damaged Items

If your order arrives damaged or there is a fault with your item, please contact us within 7 days of receiving it at kate@vivura.co.nz with your order number and photos of the damage. We will arrange a replacement or refund at no cost to you, in accordance with the New Zealand Consumer Guarantees Act 1993.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they are faulty:

• Lip balms, body butters, and skincare products (once opened)
• Foot baths, bath salts, and bath soaks (once opened or used)
• Personalised or custom-made items
• Gift boxes that have been opened or partially used
• Items marked as final sale

Refunds

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–7 business days. Original shipping costs are non-refundable unless the return is due to a fault or error on our part.

How to Start a Return

To initiate a return, please email us at kate@vivura.co.nz with your order number and reason for return. We will respond within 2 business days with instructions.