FAQs

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FAQ | VIVIMAT

Frequently Asked Questions

Everything you need to know — answered in plain English

📦 Orders & Shipping

❓ How long does shipping take?

United Kingdom:
Express: 3‑5 business days — weight‑based (£4.71–£41.88)
Standard: 8‑12 business days — weight‑based (£3.17–£26.82)
Free standard shipping on orders £89+ (≈ A$179 / NZ$189)

Australia — Metro & Regional:
7‑15 business days — weight‑based (£3.99–£20.47)
Free shipping on orders £89+ (≈ A$179)

Australia — Remote:
8‑20 business days — weight‑based (£4.58–£25.41)
Free shipping on orders £89+ (≈ A$179)

New Zealand:
Express: 4‑7 business days — weight‑based (£3.99–£24.70)
Free shipping on orders £89+ (≈ NZ$189)

Delivery times from dispatch. Remote areas may take +2‑3 days.

❓ Do you ship to my postcode / region?

United Kingdom: All UK postcodes including NI, Scottish Highlands & Islands, Isle of Man, Channel Islands, Isle of Wight, Scilly.

Australia: Metro, Regional & Remote across all states/territories.

New Zealand: 12 of 17 regions (North & South Islands). More being added.

Free shipping on orders £89+ (≈ A$179 / NZ$189). No hidden fees.

❓ How is shipping cost calculated?

Based on total weight + delivery location. Shown at checkout. Free shipping at £89+ (≈ A$179 / NZ$189).

❓ Will I have to pay customs fees?

UK: No customs fees.
AU / NZ: GST/VAT charged at checkout. No extra fees for low‑value orders.
Other countries: import duties are buyer's responsibility.

❓ Can I track my order?

Yes — tracking number emailed after dispatch. If no update for 5+ days (10+ remote), email hello@vivimat.com.

🔄 Returns & Refunds

❓ What is your return policy?

30 days from delivery. Unused, no stains/pet hair, original condition. Custom sizes final sale. See full policy.

❓ Who pays for return shipping?

Change of mind: Buyer pays.
Defective/wrong item: We cover. UK: prepaid label. AU/NZ: reasonable amount covered — contact us first.

❓ My mat arrived damaged. What do I do?

Email within 7 days of delivery to hello@vivimat.com with order number + photo. Free replacement or full refund.

🧼 Product Care

❓ Are VIVIMAT mats machine washable?

Yes (check care label). Cold water, gentle cycle. Air dry or tumble low. No bleach.

❓ Do the colors fade after washing?

High‑density fibers + premium dyes. With cold gentle wash, colors stay bright.

❓ Are your mats non‑slip?

Full TPE non‑slip backing (not just corner dots). Stays firm on tile, wood, laminate, concrete.

❓ Are VIVIMAT mats safe for kids and pets?

Odor‑free, formaldehyde‑free, non‑toxic. Safe for all family members.

📏 Custom Sizes

❓ Can I order a custom size mat?

Yes — contact hello@vivimat.com with dimensions. Free design draft within 1 business day.

❓ Are custom mats returnable?

No — final sale. Double‑check measurements before ordering.

🎨 Colors & Materials

❓ Will the color look exactly like it does on my screen?

Screens vary. Actual mat may look slightly different. Order a sample pack if unsure.

❓ What materials do you use?

High‑density cloud silk fiber, upgraded plush yarns, full TPE backing. Odor‑free, made to last.

📞 Still have questions?

❓ How can I contact you?

Email support@vivimat.com. Reply within 24 hours (usually faster).