Frequently Asked Questions

When will my order be delivered?

To keep prices consistently attractive, Vivienne Hart ships orders directly from the manufacturer or from trusted partner warehouses. Orders are usually processed within 3–4 business days (Monday–Friday). Shipping within Canada generally takes approximately 6–9 business days (Monday–Friday). The total delivery time is typically 9–13 business days (Monday–Friday).

My order is delayed – what should I do?

In most cases, delivery is on time. However, if your order has not arrived after the regular delivery time plus 3 additional days, please contact our customer service.

Does shipping cost me anything?

No, at Vivienne Hart shipping is always free for all orders within Canada.

Which payment methods can I use?

At Vivienne Hart, we offer secure and convenient payment options. You can choose from:

  • Visa
  • Mastercard
  • American Express
  • Maestro
  • Union Pay
  • Elo Payments
  • Discover Payments
  • Diners Club
  • Google Pay
  • Shop Pay
  • Apple Pay

All payments are processed through Shopify Payments or other trusted and secure payment providers.

Part of my order is missing – what should I do?

For larger orders, your items may be shipped in multiple packages for logistical reasons. In this case, you will usually receive the missing products within 1 to 3 business days after the first package.

The package arrived damaged – what should I do?

Unfortunately, despite careful packaging, transport damage can occur in isolated cases. If your order arrives damaged, please contact us within 48 hours to initiate a resolution.

Important: Please do not return the package without consulting us. Without photo evidence, we cannot guarantee a replacement. Our customer service will find a solution as quickly as possible.

Did you order the wrong product or the size doesn't fit?

We do not offer direct exchanges. If you want another size or color, please return your item and order the size or color you want through the website.

Do you have any further questions?

Email: info@vivienne-hart.com
Address: 50 O’Connor St, Ottawa, ON K1P 6L2, Canada

Business Hours:
Monday – Friday: 9:00 AM – 6:00 PM (EST)
Saturday & Sunday: 9:00 AM – 4:00 PM (EST)

Response time: within 24 hours