We're often asked

1. When is stock due in?
   We make every effort to maintain a healthy supply of stock year round, but our shoes move quickly! You can sign up for e-mail alerts when we re-stock on certain styles, however others are more limited, and once they’re gone they’re gone, so if there is a style you’ve been waiting for it’s best to purchase as soon as possible to avoid disappointment!
2. Where is my order? / I haven't received my order, what should I do?
   Don’t Panic! All orders are dispatched from our UK warehouse, and the further away from us you are, the longer delivery can take. (See our Shipping and returns page for more details)
   If you have chosen our ‘Standard’ shipping method, your items will be dispatched with Direct Link Couriers (a non-tracked service). If you have any trouble, get in touch with our Customer Care team
3. Where is my refund?
   We process refunds as quickly as possible. Please allow 14 working days, and if you haven’t received your refund by then please contact our customer care
4. Do you offer refunds or exchanges?
   Yes! If your order isn’t right for you, you can return it within 100 days of ordering.  Free returns are limited to the UK, US and certain European countries; we don’t offer free returns for worldwide shipping just yet.

   For UK order we do not include returns forms to try to reduce waste. To place a return please follow our online process here.

   For all orders placed outside of the UK:

   If you placed your order on the 8th of February 2021 or onwards, click here to go to our new online returns portal.

   If you placed your order before or on the 7th of February 2021, click here to start your return.

    

   Unfortunately, we don’t currently offer exchanges. If you would like another size or colour, please place another order and follow the returns process for the original order.
5. What is my size & how do I work this out?
   Our Size Guide and Fit Analytics tool are here to help! Our shoes fit 'big' deliberately – we call this ‘the rule of thumb’. Your toes need wiggle room! This is especially important for running. If you can fit your thumb in-between the end of your toe and the front of the shoe, you’ve more than likely found your ideal size.

   After some time with our shoes, your shoe size may need to increase, as your toes splay out more naturally.
6. What do I do if my shoes are faulty? / do you offer a guarantee on products?
   All shoes purchased from us come with a 6-month sustainable guarantee. If your shoes are faulty or haven’t held up as well as they should, please let us know! Just provide proof of purchase, and we’ll be happy to get a replacement pair out to you. It isn’t always possible to provide an identical replacement, but our customer care team will do their best to ensure your replacement pair is fit for purpose.

   We’ll usually ask you to send photos of the style, and in some cases to send them back to us. That way, we can prevent any future faults!
7. How does refer a friend work?
   Refer a friend via the VIVOBAREFOOT website to nab them £25 off of their first pair of VIVO’s and a £25 voucher for yourself!

   Login and head to the ‘Refer a Friend’ page. You’ll get a unique code to share with your friend, and we’ll email you your £25 voucher when they make their first purchase.

   (Your £25 voucher requires a minimum spend of £100)
8. What is Revivo?
   Our aim is to keep as many pairs of Vivo’s out of landfill and provide all products with an end of life solution. And ReVivo is our initial foray into this. Through our partnership with UK-based The Boot Repair Company we have designed a program to turn worn out footwear into revived product, reconditioning them for another life on a new pair of feet. Specialists in all aspects of footwear restoration, their highly skilled team use the latest machinery and eco-friendly products to process slightly worn once loved shoes and revive them back to their former glory.

   All styles have been inspected thoroughly and individually processed and graded, meeting our exacting standards and have been cleaned and refurbished accordingly. Customers can choose whether they wish to buy a product in Excellent, Great or Good condition when selecting their style and size of choice.

   Our ReVivo website provides all the information on how we repair out footwear, allowing you to buy a new pair of refurbished Vivo’s.
9. Where can I track my order?
   For tracking orders placed in the UK click here.

   For tracking orders placed outside the UK click here.