FAQ
Where Is My Order
Once your order is processed and dispatched, we will send a shipping confirmation email containing your tracking number and tracking link to your registered email address. You may track your parcel directly via the tracking link or contact our customer service team with your order number to check the latest logistics status. Please note the estimated delivery time consists of order processing time plus shipping transit time. Preorder items have separate production lead time as described in our Preorder Policy. If your tracking information stops updating for several days, kindly reach out to us for assistance.
How Do I Cancel an Order
You may cancel your order for free within 24 hours after placing it, provided the order has not been shipped yet. Once the parcel has been dispatched from our warehouse, cancellation is no longer available. In this case, you can submit a return request after receiving your package. For preorder items, cancellation must also be requested within 24 hours of purchase. Cancellation requests submitted after this window will not be accepted. Please contact our customer service with your order number if you wish to cancel.
How Do I Change My Shipping Address
Address modifications can only be made before your order is shipped. Please contact our customer service team immediately with your order number and your corrected full shipping address. We will update it for you if the parcel has not been dispatched. Once the package has been handed over to the logistics carrier, we cannot change the delivery address. Please double-check your shipping information at checkout to avoid delivery failure or return-to-sender issues.
How to Correct a Wrongly Purchased Product or Size
If you submit the request within 24 hours and your order has not shipped, we can help modify your item, size or color before production/dispatch. Simply contact customer service with your order number and tell us which product/size you want to switch to. We will confirm availability for you. If your order has already shipped, you cannot modify the order directly. You may submit a return or exchange application after receiving the goods, subject to our Returns & Exchanges Policy.
Parcel Marked as Delivered but Not Received
First, please check around your property: mailbox, porch, side door, package locker, or with neighbors/property management. Sometimes carriers mark parcels as delivered in advance. If you still cannot locate your package after 2–3 business days of the “Delivered” status, please contact our support team with your tracking number. We will help file an investigation with the logistics provider. We recommend confirming your delivery address and contact phone number before checkout to reduce missing parcel risks.
What to Do If You Receive Damaged, Wrong or Defective Goods
Please contact us within 24 hours after delivery. Prepare clear photos of the outer packaging, shipping label, defective/damaged parts or incorrect items. Our team will review your submission quickly. Based on the situation, we can offer options such as refund, re-delivery or exchange. All claims must meet our return requirements; items should remain unwashed and undamaged except for the original defect.
How Do I Return an Item
Please contact our customer service team within 14 days from the date your package is marked “Delivered”. Provide your order number, registered email, issue description and relevant photos. After review, we will send you the authorized return address and return instructions. Returned items must be unwashed, undamaged, with original tags and packaging, and kept in resalable condition. Customers are responsible for return shipping fees and any customs charges. We do not accept COD parcels. Once we receive and inspect your returned item, your refund will be processed within 3 business days. Custom-made items, intimate apparel, accessories and clearance goods are non-returnable.
What If I Receive an Incorrect Item
Please contact us within 24 hours after receiving your parcel. Send photos of the product, packaging and shipping label to our support team. We will verify your case promptly. You can choose between an exchange or partial/full refund according to our policy. Do not wash, alter or damage the received item while waiting for our response.
How Long Will It Take to Process My Refund
After we receive and verify your returned goods, we will initiate your refund within 3 business days. Credit Card payments: Funds usually show within 7 business days, depending on your card issuer’s processing speed. PayPal payments: Refunds generally appear in your PayPal account within 48 hours after our processing. Refund arrival times vary between payment providers. If you do not see the refund after the above timeframe, please check with your payment provider first or contact us for help.
Why Are Some Items Missing from My Order
We may ship orders with multiple items in separate packages. Some parcels may arrive earlier than others. Please check your email for multiple tracking numbers. If all parcels show delivered but an item is still missing, contact us with your order number and photos of the outer packaging. We will investigate and resolve the case for you. For out-of-stock items in multi-item orders, we will ship available items first and notify you of the out-of-stock product, and offer alternatives or refunds.
Operating Company: Zestly Commerce LLC
Company Address: 611 WILSHIRE BLVD SUITE 900 #1024,LOS ANGELES, CA 90017
Support Email: service@vivehue.com
Contact Phone: +1 3252275079
Business Hours: Monday to Friday: 9:00 AM-5:00 PM