Frequently Asked Questions
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Delivery
How long does delivery take?
Standard UK delivery takes 3–7 business days. Most orders are dispatched within 1–2 business days of purchase. Delivery cost is shown at checkout.
How much does delivery cost?
Delivery costs vary by product and are shown clearly at checkout before you pay. Standard delivery typically takes 3–7 business days.
Do you ship outside the UK?
We currently ship to UK mainland addresses only. We are working on expanding internationally.
Can I track my order?
Yes. You will receive a tracking link by email once your order is dispatched. You can also use our order tracking page with your order number and email.
Returns & Refunds
What is your returns policy?
You can return most items within 30 days of your order shipping. For a change of mind, return postage is paid by you; if an item is faulty, damaged or wrong, we cover it. Items must be unused and in original packaging where possible, and personalised items can't be returned unless faulty. See our full Returns Policy for details.
How do I start a return?
Email support@vividlook.co.uk with your order number and the items you wish to return. We will respond within one business day with instructions.
When will I receive my refund?
We process refunds within 14 days of receiving your return. Once processed, your bank typically takes 3–5 business days to credit the amount.
My item arrived damaged — what should I do?
Email us with your order number and photos of the damage. We will send a replacement or issue a full refund promptly, and we cover the return postage cost.
Payments
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex) and Apple Pay via Stripe. Your card details are never stored on our servers.
Is it safe to pay on VividLook?
Yes. All payments are processed by Stripe, which is PCI-DSS Level 1 certified — the highest level of payment security. Your connection is encrypted with SSL.
Can I pay in instalments?
Klarna instalment options are displayed on product pages where available.
Account & Orders
Do I need an account to order?
You can check out as a guest. Creating an account lets you track orders, save your addresses, and view your order history.
How do I cancel an order?
If your order has not yet been dispatched, email us immediately at support@vividlook.co.uk and we will cancel it free of charge. Once dispatched you can return it under our 30-day returns policy.
Can I change my delivery address?
If your order has not been dispatched, contact us as soon as possible and we will try to update the address. We cannot guarantee changes once the order is in transit.
Products
Are your products genuine?
Yes. All products sold on VividLook are sourced from UK-based suppliers through Avasam, a UK-based dropship platform, and each supplier is verified through our onboarding process before their products go live.
Are items in stock?
VividLook products are fulfilled via dropship, meaning stock is managed by our suppliers. Product pages reflect current availability.
Can I save items for later?
Yes — use the heart icon on any product to add it to your wishlist. You can view your saved items in your account.