FAQ

Frequently asked questions

How long does shipping take?

Orders are dispatched within 1–2 business days. Delivery then typically takes 7–12 business days, depending on your location. Standard shipping is free on every order.

How do I track my order?

As soon as your order ships you'll receive an email with a tracking number. You can follow your parcel at any time on our Track Your Order page. Tracking events can take 24–48 hours to appear after dispatch.

How do I choose the right size?

Measure around your thigh about 5 inches above the center of your kneecap. Then pick the size that matches: S (13–15 in), M (15–17 in), L (17–19 in), XL (19–21 in), XXL (21–23 in), XXXL (23–25 in). If you're between sizes, we recommend sizing up for comfort during longer wear.

What is your return policy?

You have 90 days from delivery to return any unused item in its original condition for a full refund or exchange. Email support@vivenlo.com with your order number and we'll walk you through it. Full details are in our Refund Policy.

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, Shop Pay and PayPal. All payments are processed through Shopify's secure, encrypted checkout; we never see or store your card details.

Where do you ship?

We ship worldwide. Free standard shipping is available to every country we serve, and an Express Insured option ($4.99) adds priority handling and free replacement if a parcel is lost in transit.

How can I contact you?

Email support@vivenlo.com or use the form on our Contact page. We reply within one business day.

Can I change or cancel my order?

Yes, as long as it hasn't been dispatched. Email us as soon as possible with your order number and the change you need (size, address, or cancellation). Once an order has shipped we can't modify it, but you can still return it under our 90-day policy.