Frequently Asked Questions
COVID-19: SERVICES AFFECTED BY THE CURRENT ENVIRONMENT
Due to the current circumstances surrounding COVID-19, it is possible that delays may occur regarding the delivery of your items. We ask for your patience during these unprecedented times, and if you have any concerns please fill out our contact form with your request and details.
BROWSING
WHERE CAN I PURCHASE VIVA LA GENTIL PRODUCTS?
You can only find and purchase Viva La Gentil products directly from www.VivaLaGentil.com.
HOW CAN I CONTACT VIVA LA GENTIL?
If you have any queries please fill out our contact form, and we will get back to you as soon as possible.
HOW ACCURATE IS THE COLOUR DISPLAY OF THE PRODUCTS?
Each item is photographed as close as possible true to life. Unfortunately, we cannot guarantee an exact colour match. Photographs in particular may vary depending on your screen settings, resolution and brightness.
PRODUCTS
DO YOU TEST ON ANIMALS?
Viva La Gentil does not test on animals, nor do we ask other facilities to conduct animal testing on our behalf. Viva La Gentil focuses beyond face value. Creating products with integrity and versatility.
AVAILABILITY OF PRODUCTS
If we are unexpectedly unable to provide you with the items you have ordered, you will be contacted as soon as possible by email. We will complete a refund of the ordered items that you have paid.
CARE INSTRUCTIONS
HOW DO I CARE FOR AND WASH MY BRUSHES?
When washing the brushes, use warm water and a gentle soap/cleanser, and massage the tips of the bristles in the palm of your hand, and avoid using alcohol and oil-based cleansers. Lay the brushes on a flat and clean surface to air dry. For more in-depth detail on how to care for and wash your brushes, please check out our care guide for your brushes.
GIFTING
WILL MY ORDER BE GIFT WRAPPED?
All orders are elegantly delivered in a white box and tied with a classic brown ribbon, and so no additional wrapping is necessary if your item(s) are to be sent as a gift. When confirming your order you can also choose the option of a blank card or personal message, including hiding the price on invoice. For more information on how your item(s) will be gift wrapped, please see our gifting page.
CAN I INCLUDE A PERSONALISED GIFT MESSAGE WITH MY ORDER?
When confirming your order you are given the option of a blank card, so that you can write the cards personally, or you can select the option for a personalised message. The personalised gift message has a 230 character limit.
IF I PURCHASE A PRODUCT AS A GIFT, WILL MY ORDER INCLUDE AN INVOICE WHERE THE PRICE OF THE ITEMS ARE NOT SHOWN?
When confirming your order you can choose to ‘ADD GIFTING’, which provides you the choice of a blank card or personalised message and the option to hide the price on invoice. This way your item(s) can be delivered without the price of the products included.
AM I ABLE TO PURCHASE A GIFT CARD?
On Vivalagentil.com, you are able to purchase a digital gift card of the values £10, £25, £50, £100. These can be purchased in various quantities to suit your needs. For more information about our digital gift card, please see our gifting page.
HOW DO I CHECK THE BALANCE OF MY DIGITAL GIFT CARD?
To check the balance of your gift card, please view the original email where the giftcard link can be found. Your remaining balance will be located at the top right-hand corner of the VLG gift card.
DELIVERY
HOW LONG WILL DELIVERY TAKE?
Orders shipped via express delivery typically arrive between 3-10 business days depending on the destination. It is possible that delays may occur due to the current circumstances surrounding COVID-19, and so we ask for your patience during this time. If you have any concerns please fill out our contact form.
AM I ABLE TO TRACK MY DELIVERY?
Once your order has been shipped you will receive an email with your tracking number for each order, along with a tracking link.
WHAT COUNTRIES DO YOU SHIP TO?
We deliver our products worldwide with a handful of exceptions. If you require any additional information on the countries we ship to, please fill out our contact form and we will get back to you as soon as possible.
PAYMENT
WHICH MEANS OF PAYMENT ARE ACCEPTED BY VIVALAGENTIL.COM?
We currently accept all major credit cards and PayPal payments. When paying by credit card, ensure your name and billing address matches the address and file with the card issuer.
IS MY PAYMENT SECURE?
All the transactions made on the VivaLaGentil.com website are secure. The padlock symbol next to the address bar of the page beginning with “https” indicates that you are in a secure setting.
ORDERS AND INSPECTION
CAN I CANCEL MY ORDER
Should you wish to cancel your order you would need to notify us that you have decided to cancel via our contact form. Please note, if your order has been dispatched we may not be able to cancel the order, and would instead have to request for a return once you have received your item(s).
I HAVEN’T RECEIVED AN ORDER CONFIRMATION, WAS MY ORDER SUCCESSFUL?
Upon order completion an email confirmation is automatically sent out. If you have not received an email, please check your junk folder as the confirmation may have been blocked by your spam filter. Otherwise, please contact our customer service team here, who will be able to confirm the payment/order status.
MY ITEM ARRIVED DAMAGED
Please inspect your order upon arrival, and contact us as soon as possible via our contact form if any item(s) have arrived defective, damaged or incorrect/incomplete. Ensure to provide any details regarding the damage to the product, along with photographs. This way we can evaluate and review the issue as soon as possible. Please retain the product in its original packaging until any issues have been resolved.
RETURNS AND EXCHANGES
HOW DO I RETURN OR EXCHANGE AN ITEM I ORDERED ON VIVALAGENTIL.COM?
If you would like to return or exchange an item, please take a look at our Returns and Exchanges page. For any additional concerns, please fill out our contact form.
Please note, Viva La Gentil is not responsible for returns shipping cost, or any duties & taxes which may occur.
WHEN WILL I RECEIVE MY REFUND?
You should receive your refund within 15 business days once your returned item(s) are received at our warehouse. Please fill out your details on our contact form.
HOW CAN I EXCHANGE MY ITEMS?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Please be aware that Viva La Gentil cannot offer a refund if a customer refuses to pay custom duties at their end, which may entail the item being destroyed by the local customs office.