Frequently Asked Questions

Before you contact us

On this page you will find answers to the questions our customers ask us most often. We invite you to read through it before writing to us: the answer to your question may already be here.

How do I contact your customer service team?

Our customer service team can be reached by email at contact@shoppiva.com, Monday to Friday, 9:00 to 18:00. We reply to all requests within 24 to 48 business hours.

So that we can reply to you more quickly, please include your order number and, if your request concerns a product, attach photos of it.

Can I contact you or reply to you by text message?

No. Our customer service team only handles requests by email, at contact@shoppiva.com.

If you receive an automated text message about your order, please do not reply to it: replies to these messages are not read. Write to us by email instead.

The code you receive by text message at checkout is sent by your bank as part of 3-D Secure authentication: it does not come from Shoppiva.

Where can I find my order number?

Your order number is shown in the confirmation email sent to you after your payment has been confirmed.

If you cannot find this email, check your junk mail (spam) folder. If you still cannot find it, write to us at contact@shoppiva.com with the subject line “My order number”, giving your first and last name and the email address used for the purchase: we will send it to you.

How do I cancel my order?

You can cancel your order within 24 hours of its confirmation. Write to us at contact@shoppiva.com with the subject line “Order cancellation”, quoting your order number.

Once the cancellation has been accepted, you will receive a full refund to the payment method used for the order, within 5 to 10 business days depending on your bank.

After this 24-hour period, your order is being prepared and can no longer be cancelled. You do, however, retain your 14-day right of withdrawal and our 30-day returns policy: simply return the item to us after you receive it, following the procedure described in our Returns and Refunds Policy.

Where is my order?

As soon as your order is shipped, you receive a shipping confirmation email containing your tracking number, which lets you follow your parcel's progress.

For any other information about the status of your order, write to us at contact@shoppiva.com with the subject line “My order status”, quoting your order number.

Items are missing from my order: where are they?

Our items may be shipped from different partner warehouses. An order for several items may therefore reach you in several parcels, arriving on different dates.

If your order is still incomplete once the delivery time has passed, write to us at contact@shoppiva.com, giving your order number and the missing items: we will check your shipment and get back to you with a solution.

Where can I find my tracking number?

Your tracking number is sent to you by email when your order is shipped, as soon as the carrier has created it. Our orders are usually shipped within 24 to 48 hours.

Remember to check your junk mail (spam) folder. If you cannot find this email, write to us at contact@shoppiva.com, quoting your order number.

My tracking number isn't working: what should I do?

Don't worry: if you have received your tracking number, your order has been shipped. Depending on the carrier and the shipping method, tracking may simply take a little time to become active after the parcel has been sent.

We suggest checking again in a few business days. If tracking is still not active, write to us at contact@shoppiva.com, quoting your order number: we will check your shipment with the carrier.

I haven't received my order: what should I do?

If your parcel has not arrived within the stated time, or if the tracking shows it as delivered but you have not received it, write to us at contact@shoppiva.com, quoting your order number. We will open an investigation with the carrier to locate your parcel.

If your parcel still cannot be found 10 days after the expected delivery date, we will ask you to allow 5 business days for us to investigate with the carrier. If the parcel is confirmed lost, we will, as you prefer, either resend your order free of charge or refund it. Full details are in our Returns and Refunds Policy.

What are the delivery times?

Orders are usually shipped within 24 to 48 hours (Monday to Friday), then delivered in 3 to 7 business days. The total estimated time between your order and its delivery is therefore 4 to 9 business days. The order cut-off time is midnight (00:00), Paris time.

These times are estimates and may vary depending on the destination. For a more precise estimate, please refer to the information shown on the product page. Full details are in our Shipping Policy.

What are the delivery charges?

Free delivery on all orders.

In all cases, the delivery charges that apply to your order are shown to you before you confirm it.

Where are orders shipped from?

Shoppiva is operated by CPM Consulting FZ LLC, an international company registered in the United Arab Emirates. Orders are prepared and shipped from our logistics centres and partner warehouses located abroad, depending on the delivery destination.

No additional charge is added by us when you place your order, apart from the delivery charges shown to you before you confirm it.

How do I get an exchange?

If the item you received is damaged, defective or non-conforming, we will send you a new product free of charge or refund you, as you prefer (see the question “I've received a damaged or defective product: what should I do?”).

If you would like a different item, you can return yours to us within 30 days from the day after you receive it, under our returns policy, then place a new order for the item of your choice. In this case, the return costs are your responsibility.

In all cases, contact us at contact@shoppiva.com before sending anything back: we will send you the return address that applies to your order.

How do I return an item and get a refund?

You can return an item to us within 30 days from the day after you receive it, under our commercial returns policy. This is in addition to your statutory 14-day right of withdrawal from receipt, which it in no way reduces.

Before sending anything, write to us at contact@shoppiva.com, giving your order number, the reason for the return and, where applicable, photos of the product. We will then send you the return address, which depends on the warehouse from which your order was shipped. Never send your parcel to our registered office address.

For a change-of-mind return, the item must reach us in a condition that allows it to be resold, in its original packaging and with all its accessories. In this case, the return costs are your responsibility.

Once the item has been received and checked by our logistics centre, the refund is made within 2 business days to the payment method used for the order. Please then allow 5 to 10 business days for the amount to appear in your account. All the conditions are set out in our Returns and Refunds Policy.

I made a mistake in my order: what should I do?

If you notice within 24 hours of your order confirmation, write to us at contact@shoppiva.com, giving your order number and the correction you need (product, model, colour, quantity or delivery address): we will correct your order before it is passed to our logistics centre.

After this period, the order is being prepared and can no longer be changed. You can then return the item to us after you receive it, under our 30-day returns policy (see the question “How do I return an item and get a refund?”).

I've received a damaged or defective product: what should I do?

Contact us as soon as possible at contact@shoppiva.com, quoting your order number and attaching photos of the product and its packaging.

You have 30 days from the day after you receive it to return the item to us and obtain, at your choice, a new product sent free of charge or a refund. In this case, the return costs are covered by us.

This period in no way reduces your rights under the legal guarantee of conformity, described on our Warranties page.

Can I change my order?

Yes, within 24 hours of your order confirmation. Write to us at contact@shoppiva.com with the subject line “Change to my order”, giving your order number and the change you would like (model, colour, quantity or delivery address).

After this period, your order is passed to our logistics centre and can no longer be changed. You can then exercise your right of withdrawal or use our returns policy after you receive it, as set out in our Returns and Refunds Policy.

Do you deliver internationally?

We currently deliver to the following countries: Austria, Australia, Czechia, Spain, France, Norway, New Zealand, Sweden, United Kingdom, United States, Canada, and Switzerland.

Delivery times and charges are detailed in our Shipping Policy.

Which payment methods do you accept?

We accept the following payment methods: Visa, Mastercard, Apple Pay, and Google Pay. All payments are processed securely by our payment provider, Stripe.

Your order amount is charged in US dollars as soon as your bank accepts the payment, and not at the time of shipping. Your bank may ask you to confirm the payment (3-D Secure authentication), for example in your banking app or with a code received by text message.

Is my information secure?

Yes. Communications with our website are encrypted, and all payments are processed by our provider Stripe, which complies with the PCI-DSS security standard (the international standard for protecting card data).

Your card details are entered directly with our payment provider: we never have access to them and we do not store them. Once your purchase is complete, we only see your billing and shipping information, your order details and the last 4 digits of your card.

How we use your personal data is detailed in our Privacy Policy.

What do the discount percentages shown mean?

The discount percentages shown on our pages (for example “up to −40%”) indicate the reduction in the unit price when you buy several units of the same item, compared with the price of a single unit bought on its own.

They do not refer to a reduction compared with a price previously charged on our website.

Are my products covered by a guarantee?

Yes. All our products are covered by the legal guarantee of conformity, which lasts two (2) years for consumers in the European Union, as well as by the guarantee against hidden defects.

At checkout, you can also take out an optional one (1) year extended commercial warranty, which is added to the legal guarantee. You can cancel it free of charge within 24 hours of purchase.

To make a warranty claim, write to us at contact@shoppiva.com, quoting your order number, with photos of the defect and a description of the problem. Full details are on our Warranties page.