FAQs

At VIVI MARI, you can choose from a range of secure payment methods. Please note that not all payment options may be available for every order or in every country.

An order confirmation is sent automatically after every purchase. If you haven’t received it, please check your spam folder or contact us, as there may be an error in the email address provided. If your payment has been processed, we have received your order.
To help us assist you quickly, please include your full name and address when contacting us.

We begin processing orders as soon as possible to ensure fast delivery. If you would like to cancel or amend your order, please contact us via our contact form and we will do our best to accommodate your request.

Please note that enquiries are reviewed during business days (Monday-Friday) and changes cannot always be guaranteed once processing has begun.

Depending on the shipping provider, you may also have the option to refuse delivery once tracking information has been provided.

Here you will find all information about shipping at VIVI MARI - including delivery times, shipping costs, and delivery countries.

Express shipping is available in some EU countries and, if available, can be selected at the end of the ordering process. Orders received by 10 a.m. on business days (Monday-Friday) are usually shipped the same day. Delivery typically takes 1-3 business days.

We ship to many countries. You can see the main countries we ship to here:

Yes. During checkout, you may enter a DHL Packstation or post office as your delivery address instead of your home address.

Once your order has been shipped, you will automatically receive a shipping confirmation by email with a tracking link. This allows you to check the status of your delivery at any time.

Your order has already been handed over to the shipping carrier and is no longer with us. Tracking updates may be delayed, as shipment data is not always transmitted immediately. In many cases, your parcel is already moving in the background, even if no new status appears yet.
If you still have not received your parcel or a delivery confirmation 7 days after electronic notification, please contact us via our contact form.

You will receive an email from your shipping carrier with your tracking number and delivery updates.

We are sorry about that. Please contact us via the contact form and include your name, address, order number, and details of your concern. We will resolve this as quickly as possible.

Important: If your parcel arrived damaged, please contact us immediately, as your report must be submitted to the shipping carrier within 7 days of delivery. We will provide the damage report form and assist you with any missing details. Once completed and signed, the document must be submitted together with the parcel at a DHL branch, where it must be signed or stamped. Please note that this is not possible at a parcel shop or Packstation.

Please register your return via our return portal. 

Returns of items in perfect condition are possible within 30 days of receiving your order. For sustainability reasons, we do not include a return label in the parcel. You can choose between a refund, a voucher, or an exchange:

Refund: Once your return has been completed, we will refund the amount to your original payment method.

Voucher: Receive a voucher for the amount of your order. In this case, the return shipping is free of charge.

Exchange: Select a new item. Your replacement will be shipped as soon as your return has been received and processed.

Returns within Germany are handled by DH. Returns from all other countries are processed by UPS. 

Please send your items back unworn and clean. Unfortunately, we cannot accept worn or stained items and may have to return them to you or charge you for the equivalent value.

Returns from Switzerland and the UK must be sent using the return label from our return portal. 

Items sent to us directly cannot be accepted and will be sent back to you. We cannot cover any costs for returns sent directly to us. 

Shipments that cannot be clearly identified will be returned to you. Multiple shipments cannot be returned in a single package. 

Returns cause additional shipping, packaging, and processing costs. By charging return shipping fees, we aim to encourage more mindful purchasing decisions and avoid unnecessary returns. At the same time, we cover a large portion of the actual costs, so you don’t have to cover the entire expense. If you choose a voucher or exchange as a refund, the return is free for you.

As soon as we receive your return, it will be reviewed and processed. This usually takes about 5 business days, or up to 14 days in exceptional cases.

Refund options:

Refund: Once the return is complete, we will refund the amount to your original payment method.

Voucher: Receive a voucher for the invoice amount; in this case, the returns shipping is free of charge.

Exchange: Choose a new item. Shipping will be arranged as soon as we have received and processed your return.

1. Sign in: Log in using your order number and email address.
2. Select items: Choose the items you want to return.
3. Choose an option: Select exchange, refund, or a gift card.
4. Shipping: You will receive your shipping label or a QR code via email. Simply drop off your package at the post office (in the UK, a printed copy may be required in some cases).

Important Notes

CH & UK: “Delivered” at the border means the package has been handed over to customs—it is still on its way to us. We can only review and process your return once the shipment has arrived at our warehouse in Germany. 

Refund: Processed within approximately 5 business days after goods are received.

Returns of undamaged goods are only possible within 30 days. After that, you can no longer submit a return through the portal. 

Please check your entries first:

• The order number has to be entered in the format #vivimarixxxxx (not just the numbers).
• Use the email address you used when placing your order.

If you no longer have access to your order number or email address, please contact us here.

Please return each order separately and register them individually in the return portal. That's the only way to ensure each order is clearly identified.

We’re sorry you received a damaged item. Please submit your complaint to our Customer Support Team in advance.

Please note that we can only replace damaged items within the legal warranty period. We will review the case and find a suitable solution—if repair is not possible, you will receive a free replacement.

Please note that we can only replace damaged items within the legal warranty period. We will review the case and find a suitable solution - if repair is not possible, you will receive a free replacement.

Important: Please do not submit your claim via the return portal and do not send the item back on your own, as such shipments cannot be processed. Claims are handled separately.

Does your new piece doesn't fit perfectly, or would you like a different color? No problem. If you choose an exchange (size or style), we'll cover the return shipping costs for you. Please request your exchange here.

Your exchanged item will be shipped as soon as we’ve received and processed your return.

We primarily use recycled, GRS-certified materials in our products, particularly post-consumer polyester from PET bottles and recycled nylon. These vegan fibers are derived from used resources. The yarns we source come from GRS-certified suppliers. The Global Recycled Standard (GRS) verifies the traceability of the materials as well as social and environmental requirements throughout the certified supply chain.

Our caps are made from 100% organic cotton. For our activewear, we rely on polyamide and spandex, as these materials guarantee a functional fit and the performance required for sports.

We select materials for each product category by considering functionality, quality, and sustainability criteria.

Our products are designed with love and the highest standards of design and quality in our Cologne studio and manufactured in China. We work closely with longtime business partners and prioritize fair working conditions, safe production processes, and a reliable, collaborative partnership. We maintain close on-site communication with Cindy. She lives in Shanghai and has extensive experience in developing high-quality fashion and accessories. As the point of contact for VIVI MARI, she is always on site and coordinates production.  China is more advanced than many other manufacturing countries when it comes to working conditions. Wages are fairer, and safety in the factories is higher. 

Of course, not everything is perfect in China either, so selecting the right local partners is always a top priority for us. The result is products that are not only aesthetically pleasing but can also be worn with a clear conscience.

VIVI MARI stands for timeless, urban, and functional products that combine style with practicality for everyday use. We focus on durable, versatile designs rather than temporary trends. We take working conditions and environmental responsibility seriously. Our suppliers are regularly audited for social compliance. Our products are not yet certified, but nearly all of our suppliers are certified. The Global Recycled Standard (GRS) is particularly important to us, as it takes into account social and environmental requirements in addition to the recycled content. We also avoid using separate outer packaging and design our logistics process to minimize waste and conserve resources.

Responsibility and quality are particularly important to us. All VIVI MARI products are and have always been cruelty-free and PETA-Approved Vegan certified.

Please always follow the washing instructions on the care label of the product. 

Our rainwear (rain coats, rain jackets, rain pants, and rain hats) is machine washable at 30 degrees Celsius. Use a detergent suitable for membrane clothing and follow the specific washing instructions. Additional waterproofing is not required, as occasional washing helps maintain the material’s water-repellent properties and breathability. 

Activewear can be machine-washed at a maximum of 30 degrees. We recommend a low spin cycle, washing inside out, and with similar colors. Air dry. Do not iron.

Our bomber jackets, teddy jackets, and vests are also machine washable at 30 degrees and should be air-dried afterward.

If your Padded Bag or PU bag has surface stains, we recommend gently cleaning it with a damp, lint-free microfiber cloth. 

The Bucket Straw Bag should be cleaned with a dry, lint-free cloth. No waterproofing is necessary here either.

Our rainwear is coated with PU (polyurethane). PU makes textiles windproof and waterproof while remaining flexible and abrasion-resistant. This makes it a more environmentally friendly alternative to PFAS-based coatings. By the way: all our products are PFAS-free.

You can find our products at select local retailers. For information on stores near you, please feel free to contact our Customer Support.

Yes, join our Choose better. SOCIETY and receive our newsletter with exclusive updates on new products and sales promotions. That way, you’ll always be the first to know. As a member, you’ll also enjoy free standard shipping within the EU, excluding the UK and Switzerland. Membership is free and can be canceled at any time.

For members of the Choose better. SOCIETY, standard shipping within the EU is free at the time of purchase. The membership has no effect on any return shipping costs. The regulations regarding the right of withdrawal apply.

We’re sorry to hear you no longer want to be part of Choose better. SOCIETY. You can click the unsubscribe link in the footer of any newsletter, send a cancellation request to contact form or mail it to the address listed in the legal notice. Our Terms and Conditions apply.

Send us your inquiry contact form  Alternatively, you can reach us Monday through Friday from 10 a.m. to 2 p.m. at  +49 221 715 989 10. Please note: to protect our employees, we block anonymous calls.