Order Issues

I received a package, but it wasn’t my order.

We’re so sorry for the mix up with your order! Please email us at hola@vivecosmetics.com with your full name, order number and pictures of the following: the order packing slip with the initials visible, and a picture of the products you did receive. Please note that all order issues must be reported within 10 days of delivery. We’ll get YOUR order sent out asap! 

 

I received the wrong item.

We’re so sorry for the mix up with your order! Please email us at hola@vivecosmetics.com with your order number, a picture of the incorrect items you received, and a picture of the packing slip with the initials visible. Please note that all order issues must be reported within 10 days of delivery. We will get back to you asap! 

 

I am missing item(s) in my order.

Oh no! Please email us at hola@vivecosmetics.com within 10 days of delivery with your order number and a list of the missing items. Please make sure to include a photo of the items you did receive and a picture of your packing slip with the initials visible. We will get back to you asap! 

 

I need to change the shipping address for my order, but my order has shipped!

Unfortunately, after your order has been shipped, we can no longer change the shipping adrdress, but you should still be able to update your address on the USPS website! If your package is returned to us due to an incorrect address, it will be refunded and we will notified you if this happens.

  

Can I change the shipping address for my order?

We will be happy to change the shipping address for your order! Please email us at hola@vivecosmetics.com with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered processing.

 

Can I change the billing address for my order?

Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as you're shipping address is correct, you will be able to receive your order!

 

Can I change the email address associated with my order?

Yes! Please email us at hola@vivecosmetics.com with your order number, original email address, and the updated email address so that we may make the changes for you. Once your email address has been updated, we can resend your order confirmation and/or shipping confirmation emails to the updated address.

 

Can I cancel or modify my order after I’ve placed it?

Unfortunately, no. Once an order is placed, we are unable to cancel or modify the order. All sales are final. So sorry for any inconvenience!

 

I received broken/damaged item(s) in my order.

Oh no! Please email us at hola@vivecosmetics.com within 10 days of delivery with your order number, the names of the broken goodies, and a photo of the damaged items. We will get back to you asap!    

 

I received my package and have a problem!

We do our best to get your order to you in perfect condition, but we understand that mistakes can happen. We love our chingona/chingonx customers and your satisfaction is our top priority and we will gladly assist you with any issues with your order. Please email us at hola@vivecosmetics.com within 10 days of delivery so that we may help you further.

  

HAVE A QUESTION?

Please email us at hola@vivecosmetics.com.