FREQUENTLY ASK QUESTIONS
ORDERS
- Each VILIV piece is designed and created in our small studio in Malaysia.
- Many pieces are handmade or made to order, which means small variations may naturally occur from one piece to another.
- These subtle differences are part of what makes each piece unique.
- Not necessarily.
- Some pieces are ready to ship, while others are made to order or available for pre-order.
- Please check the individual product listing for the specific production time before placing your order.
- If you need to make a change to your order, please contact us as soon as possible.
- Once your order has entered production or has already been dispatched, changes or cancellations may no longer be possible.
- Because many VILIV pieces are handmade or made to order, we are unable to guarantee cancellation once production has begun.
SHIPPING
- Yes, VILIV ships worldwide.
- International orders can now be placed directly through our website.
Simply select your country at checkout, enter your shipping details, and the available shipping options and rates will be calculated automatically.
- We may select or change the courier during order processing depending on your destination, package size and weight, and the most suitable available service.
- For larger orders, we’ll make sure everything is securely packed before shipment.
- Our current international couriers include UPS, Aramex, and SF Express.
Malaysia
- West Malaysia: approximately 2–3 business days after dispatch
- East Malaysia: approximately 3–5 business days after dispatch
International
- Delivery time varies depending on the destination and courier.
- As a general estimate, international orders may take approximately 1–3 weeks after dispatch.
- Remote areas, customs clearance, peak seasons, and circumstances beyond our control may cause additional delays.
Please note that these are estimated delivery times and cannot be guaranteed.
- Most ready-to-ship orders are dispatched within 1–3 business days.
- For made-to-order or pre-order pieces, please refer to the individual product listing for the estimated production time.
- During launches, sales, or peak periods, a little extra time may be required. We truly appreciate your patience while your piece is being prepared.
- Malaysia
– West Malaysia: MYR 7
– East Malaysia: MYR 15 - International shipping fees are calculated based on the destination, parcel weight, and shipping method.
- The shipping fee will be shown before you complete your order.
Shipping fees are calculated automatically at checkout based on your destination, parcel weight, and available shipping method.
Please note that the shipping amount shown in a courier fulfilment email refers to the courier’s base shipping rate for the parcel.
The shipping fee charged at checkout is calculated separately and may include additional logistics costs such as fuel surcharges, handling, packaging, and shipment processing fees, depending on the destination, parcel size, and weight.
Any difference between the courier’s base rate and the shipping fee paid at checkout helps cover these additional costs on our side. We also absorb part of the overall shipping and handling expenses to keep shipping fees reasonable for our customers.
- Possibly. International orders may be subject to customs duties, import taxes, VAT/GST, or other local fees depending on your country’s regulations.
- These charges are not included in the product or shipping price and are the responsibility of the recipient.
- VILIV is not responsible for any customs charges imposed by your country.
- You can go to [ My account ] > [ Order ] to check your tracking number.
- Once your order has been dispatched, tracking information will be provided when a tracked shipping service is used.
- Please allow some time for the tracking information to update after dispatch.
- For international orders, tracking updates may occasionally pause while the parcel is going through customs or being transferred between carriers.
- If your order has passed the estimated delivery window, please contact us with your order number and tracking number so we can help check its status.
- Please note that international parcels may experience delays due to customs clearance, local postal services, weather, holidays, or other circumstances outside our control.
REFUND & RETURN
If your parcel arrives damaged, please contact us within 48 hours of delivery and provide:
- Your order number
- Clear photos of the packaging
- Clear photos of the damaged item
We’ll review the situation and do our best to help with a suitable solution.
- Shipping fees are generally non-refundable, except where required by applicable law or where VILIV agrees otherwise.
- Due to the handmade and made-to-order nature of many VILIV pieces, we generally do not accept returns or exchanges for change of mind, incorrect sizing, or personal preference.
- Please make sure you have selected the correct size and shipping information before completing your order.
- If you’re unsure about sizing or would like help choosing a piece, feel free to contact us before placing your order.
- Please double-check your shipping information before completing your order.
- VILIV is not responsible for parcels that are delayed, returned, or delivered incorrectly due to an incorrect or incomplete address provided by the customer.
- If you notice an error immediately after placing your order, please contact us as soon as possible.
CUSTOM ORDERS & COMMISSIONS
- Selected custom orders and commissions may be available from time to time, depending on our current workload and schedule.
- For commission enquiries, please contact us directly.
- Availability will be announced through our Instagram and other official channels.
- Some pieces may be adjustable or available for modification, while others may not be possible to alter due to their design or construction.
- Please contact us before purchasing if you have a specific request, and we’ll let you know what can be done.
PAYMENT
- For orders placed through our website, available payment methods will be shown at checkout.
- Payments made through our website are processed through our available payment providers. VILIV does not store your full card details.
PRODUCT CARE
VILIV pieces are made with a variety of materials, and care instructions may differ between designs.
As a general rule, avoid prolonged exposure to:
- Water
- Perfume and alcohol-based products
- Sweat and moisture
- Chemicals and cleaning products
- Direct sunlight for extended periods
For specific care instructions, please refer to the product description or contact us.
- Store your pieces in a dry place and handle them gently when not in use.
If you can’t find what you’re looking for here, feel free to contact us.
Instagram: @viliv.official
Email: vilivofficial0102@gmail.com