FAQs
How do I change or cancel my order?
We fulfill orders quickly, and once your order has been processed in our system, it cannot be cancelled or changed. This occurs within 3 hours of placing your order. To request an order cancellation, contact us immediately by emailing us at customersupport@studiovivir.shop. Enter your order number to see if your order is still eligible for cancellation; if it is, you can request a cancellation directly, if not our contact support team will provide you with your next course of action.
Was I charged twice?
Your card will only be charged one time when your order ships. If you see two charges & just placed your order, then you're seeing a pre-authorization. This is a common bank practice to reserved funds & verify account authenticity. This authorization will disappear within 24 - 72 hours, depending on your bank. If you need to speed this up, then contact the issuing bank of your credit/debit card.
Where is my order confirmation email?
An order confirmation email is sent within 1 hour of placing your order. If for some reason, you did not receive an email, please check your spam folder and add Studio Vivir to your approved senders list. Once your order ships, you will also receive regular shipment notifications including your tracking number.
When will my order ship?
We ship most orders within 1-2 business days. However, processing time varies depending on personalization selection. You can estimate your order arrival date by entering your zip code in the cart and looking at the shipping options available.
How do I track my order?
You may track your order 24 – 48 hours after your order has shipped to view its progress. You will require your order number for the same, which can be found in the order confirmation email sent to you on the email address you register with us.
Will the actual product vary from what I see on your website?
The product images shown have the most accurate color possible. Differences in computer monitors may result in color variations between the actual product and your computer monitor. Please be advised that in some cases variations in leather grain or texture may also occur due to the nature of full-grain leather. We do our best to provide you with the most accurate images, but please be advised that some variation in color & leather texture may exist since leather is a natural product.
What is your return policy?
We gladly accept returns for non-personalized items within 30 days of delivery. Items must be in new and unused condition, with all original packaging including hang tags and stickers. Personalized items are not eligible for return or exchange. You can begin the return process by emailing our support team at customersupport@studiovivir.shop. Please note that for International orders, you will need to arrange your own return shipping, and we recommend using a traceable carrier. In addition, we are unable to refund shipping, brokerage fees, duties, and taxes/GST/HST on International orders.
How long does it take to process my return?
Please allow up to 7 - 14 business days from receipt of your return in our warehouse for it to be processed & please allow up to 1 - 2 billing cycles for the credit to appear on your credit card statement.
Do you offer volume discounts or custom logo personalization?
Yes! Volume discounts are offered on qualifying orders. Logos or custom artwork can be added to most styles. To learn more visit our Corporate Gifting page!