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Customer Service

SHIPPING AND DELIVERY

We accept orders for GCC delivery. Unless otherwise stated, delivery will be made from our warehouse to the address provided by you. We shall endeavor to dispatch the product to you within one working day of you placing your order and in any event within 14 days beginning on the day after you place your order.

If we are unable to dispatch the product within that time we will email to let you know and to give you an estimated delivery date. In these circumstances you have the right to cancel the order and receive a full refund. As soon as the product is delivered to you, you are responsible for it.

DELIVERY INFORMATION (U.A.E)

We offer FREE Standard 3 Day Delivery on all product orders AED 200 and over.

Standard 3 Day Delivery (Orders AED 200 and over)

Standard 3 Day Delivery (Orders under AED 200)

FREE

AED 20

Shipping Costs & Delivery Times Orders must be placed by 12:00pm GST+4:00 to start processing on the same day. Processing time usually takes 1 business day. Delivery times are based on orders placed between Sunday-Thursday.

Order

Dispatch

Arrival

Sunday

Monday

Wednesday

Monday

Tuesday

Thursday

Tuesday

Wednesday

Sunday

Wednesday

Thursday

Sunday

Thursday

Sunday

Sunday

Friday

Sunday

Monday

Saturday

Sunday

Tuesday

Orders must be placed by 12:00 pm (GST+04:00) Sunday to Thursday to start processing on the same day. Processing time usually takes 1 business day. Delivery times are based on orders placed between Sunday to Thursday. Viviscal UAE offers FREE STANDARD 3 DAY DELIVERY on all U.A.E orders AED 200 and over. Orders AED 200 and over always deliver for free—no promotion code needed. For orders totaling less than AED 200, there is a delivery charge of AED 20 for Standard 3 Day delivery. Our standard delivery option is Standard 3 Day delivery.

INTERNATIONAL SHIPPING

For other destinations including but not limited to KSA, Qatar, Kuwait, Bahrain, Oman, please see below.

Standard 3 Day Delivery (All Orders)

AED 70

Multiple Deliveries A Single order maybe split into multiple shipments, depending on the availability of the item and / or weight limits for parcels by the courier/postal company. The cardholder should be aware of the possibility that multiple shipments may result in multiple postings to the cardholder’s monthly statement. To ship to multiple addresses, call Customer Service for assistance at 04 335-3839. Our business hours are from Sunday to Thursday, 9:00 am to 6:00 pm (GST+04:00).

Business Days & Holidays All orders ship Sunday-Thursday, excluding holidays within the United Arab Emirates. For Standard 3 Day delivery, 2 Day and 1 Day Shipping: orders must be placed by 12:00 pm to be processed on the same business day otherwise it will be processed the next day.

Tracking Orders When your order is ready to be shipped, you will receive a shipment confirmation e-mail.

The majority of our orders are shipped within 1-2 business days after the order has been placed. The e-mail will contain shipment details, your tracking number, and a link to the selected carrier site. To track the order, click on the tracking number in the e-mail. For more information or questions, please us at info@viviscal.ae or call 04 335-3839 Sunday to Thursday, 9:00 am to 6:00 pm (GST+04:00)

SECURITY AND PRIVACY

SECURITY & PRIVACY:

viviscal.ae is a secure website. To ensure that this is a legitimate secure site, please check the following:

  • That the original URL you are visiting comes from Viviscal.AE.
  • The status of the server certificate is valid, by clicking on one of the server certificate logos displayed on the site.

PRIVACY POLICY STATEMENT:

Viviscal UAE values its customers and respects their privacy. Any information we collect about you (excluding card details) is held with the utmost care and security. Your visit to our website and your use of any of the services or features we provide is subject to our terms and conditions. You will be asked to register if you would like to use some of the services and features we offer on our website. In order to register you will have to provide details including your name, address, telephone number and email address. When you register with us, your information is stored in 'my account'. You can access 'my account' directly to amend any personal details, for example if you change your address or telephone number.

When you give us information, it may be used for:

ADMINISTRATION OF OUR SITE:

The information you give us is necessary to enable us to fulfill your order, make sure it is delivered correctly and to maintain your account.

CUSTOMER SERVICE:

We ask for your contact details, such as your email address and telephone number, to enable us to answer any questions you have about using our website and to notify you about the status of your order.

DIRECT MARKETING:

We want to keep you up to date on our latest products, promotional offers and events. If you have agreed when you registered, we can inform you about these and other services and events we offer by email, post or telephone. You can also choose when registering to receive such information.

You will not be sent any unsolicited material unless you indicate that you want to receive details about products, offers and events when you register. We do not provide your personal details to other companies or individuals for their marketing. From time to time we retain the services of other carefully selected and monitored companies and individuals to perform functions on our behalf in connection with the successful operation and continuous improvement of this website. These companies or individuals may be provided with access to your personal details except payment information, in order to fulfill their function, but may not use such information for any other purpose.

OPT OUT:

All Viviscal UAE subscribers have the option to opt-out of receiving marketing communications from us and/or selected third parties. If you do not wish to continue to receive marketing from us and/or selected third parties you should click on the link located at the bottom of the email and follow the instructions in order to be removed from all future mailing. Alternatively you can opt-out by visiting 'Newsletter Subscription' in 'My Account' on the Viviscal UAE website. You can access 'My Account' once you are logged in to your VTC account.

COOKIES:

The Viviscal UAE online ordering system uses cookies to record a unique reference on your computer. This means that we can recognize your computer when you access www.Viviscal.ae and log into your account with your user name and password. We will not use cookies without your prior consent, so you have the option of choosing whether or not you would like our website to remember your details before you enter the delivery options section of our ordering process. The use of cookies allows us to remember the goods that you placed in your shopping bag and saves you having to enter the basic contact information that you provided us with on setting up your Viviscal Trichology account. Our cookies do not remember your credit card details. You may experience technical difficulties in using our website if you have disabled cookies. If you have disabled JavaScript you will not be able to use this website. You can alter your cookie and JavaScript settings in your browser's preferences which is usually found in the Edit menu.

DATA PROTECTION:

Viviscal UAE is committed to protecting the information we collect from you, which we use to enhance your experience of using our site and to provide you with the merchandise and services you request from us. We use the latest encryption technology to ensure that all transactional information is protected to the highest standard. Transactional information includes your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. Our website terms & conditions comprises of our privacy policy and enables you to understand how we retain and use your personal information. You can at any time change and update the information you have provided by logging into 'my account.'

RETURNS, CANCELLATIONS AND REPLACEMENT

We have a very strict returns policy and product exchanges, or refunds will be dealt with on a case by case basis. Please email us on info@viviscal.ae requesting an exchange or refund and we will get in touch with you. Viviscal UAE hopes that you will be delighted with your order.

Refunds will be done only through the Original Mode of Payment.

CANCELLATION POLICY:

You have the legal right to cancel your order if your order has not yet been processed, you may cancel your order by logging into my account or sending an email to info@viviscal.ae. If your order has been processed and handed over for dispatch, we will refuse cancellation as per our policy.

Your statutory rights are not affected.

www.Viviscal.ae will NOT deal or provide any services or products to any of OFAC sanctions countries in accordance with the law of U.A.E”.

PAYMENT & PRICING

The price of a product shall be as stated on this website at the time you place your order except in the case of obvious error. We try and ensure that all prices on our website are accurate, but errors may occur. If we discover an error in the price of a product you have ordered, we will not be liable to supply that item to you at the stated price, provided we notify you before we dispatch the item to you. In those circumstances, we will inform you of the correct price as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If you cancel, no payment will be taken from your card.

We accept payment by debit or credit card via PayPal and Cash on Delivery (COD) only. COD is only applicable for deliveries within the U.A.E. Payment will be debited from your account at the time of or shortly after the order has been placed by you.

You confirm that the credit/debit card that is being used is yours. All credit/debit cardholders are subject to validation checks and authorization by the card issuer. Fraudulent use of credit cards will be reported to the relevant authorities. If the issuer of your card refuses to authorize payment we will not accept your order and we will not be responsible for any delay or non-delivery and we are not obliged to inform you of the reason for the refusal.

We are not responsible for your card issuer or bank charging you as a result of our processing of your credit/debit card payment in accordance with your order.

ORDERING PROCESS AND VIEWING ORDERS

Your online purchase order constitutes an offer to us to buy the products you select from the Website. All orders are subject to availability and to acceptance by us. We reserve the right to refuse to accept an order. We will send you an email acknowledging receipt of your order. All communications will be addressed to the email address you supply when you register. Please note that this does not constitute acceptance by us. The contract for purchase of the product is formed when we send you an email dispatch confirmation.

You may select items from our range of products, details of which will be added to the "Shopping Cart" by clicking on the "Add to Cart" button. By clicking on the "Checkout" button in the Shopping Cart, you submit an offer to buy the goods in the Shopping Cart.

Before placing an order you can view and amend your order details at any time by clicking on the "Shopping Cart".

You will automatically be sent an email confirming receipt of your order (the "Confirmation Email") with a summary of the details of your order, which we would recommend that you print out and keep for your own records. The Confirmation Email does not constitute our acceptance of your order, it merely records the fact that we have received your order. Please check that all details in the Confirmation Email are correct. If not, or if you do not receive a Confirmation Email please contact us immediately at info@viviscal.ae

ACCOUNT UPDATE AND REGISTRATION

To make it easier for you to order products using the Website, we offer you the opportunity to register for a personal account. If registered any personal data that you provide us with during the registration process will be stored in our database and it will be entered into the order form automatically.

To register, you must supply us via the online registration form with the following information: your name, gender, age range, referral details, password, billing address and, where applicable, different delivery address. Once you click on the "Next Step" button this information will be stored in our customer database. You can access, update or correct your personal account details via the "My Account" button. We will only use the stored data in accordance with our Privacy Policy. You are responsible for maintaining the confidentiality of your password and user name and are responsible for all activities that are carried out under them. We do not have the means to check the identities of people using the Website and will not be responsible for losses suffered by you where someone else uses your password or user name unless this is due to our negligence. You agree to notify us immediately by email to info@viviscal.ae or by phone on 04 335-3839 if you become aware or suspect any unauthorized use of your password or username.