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How parcels travel, who pays duties, who bears risk.
EFFECTIVE · 2026-07-27
This Policy explains how VivyVeil LLC ships your order, how customs is handled at destination, and where the financial and legal responsibility sits. It is read together with the Terms of Service and the Refund Policy. Where the mandatory consumer-protection law of your jurisdiction grants you a stronger right than the rules below, that mandatory right prevails.
Every order is consolidated at our ingestion point in mainland China. Once the piece passes our pre-shipment inspection we publish the inspection photographs to you and wait for your decision — see Refund Policy §2A for the five-day approval window and what happens if you do not respond. Only after that does it ship by tracked international carrier to the shipping address on the order. We choose the carrier from our approved list (DHL Express, FedEx, UPS, EMS, SF Express) based on destination service availability, parcel weight and dimensions, and the rate quoted at dispatch. Where a destination is served by only one of these, that one is used.
We do not currently offer surface shipping. We do not currently offer hold-at-warehouse consolidation across multiple orders unless you request it before any of the orders has shipped.
Shipping is collected in the order's own ship stage:
Estimated shipping rates shown at checkout are calculated against the carrier's published rates for your destination and item weight. The rate actually charged is the rate quoted at dispatch and may differ from the estimate. We cap any upward variance at 10% of the checkout estimate. Where the dispatch quote exceeds the estimate by more than 10%, we either absorb the excess and charge only the 110% ceiling or pause dispatch for your decision, at our option. Downward variance is passed back to you in full.
International express shipping typically takes three to seven business days from dispatch to delivery, depending on destination and customs throughput. "Dispatch" is the date the carrier physically picks up the parcel from our ingestion point — which is after your photo review under Refund Policy §2A, so the review window sits before this clock starts, not inside it. This is the timestamp on your dispatch-notice email and the moment from which the delivery estimate is counted. Last-mile delivery is by the carrier's local network.
Estimated delivery times do not include customs hold time. Customs holds are unpredictable and outside our control.
You are the importer of record for every international shipment.
Customs duties, import VAT or GST, brokerage fees, and any handling charge from the destination customs authority or carrier are your responsibility, payable directly to the carrier or authority at or after delivery. We do not collect or remit destination duties on your behalf and we do not offer Delivered Duty Paid.
We declare goods at their honest commercial value on the customs invoice. The declared value is what you paid us for the goods, exclusive of shipping and duty, in line with the WTO Valuation Agreement (transaction value). Where the destination authority requires a different valuation basis (for example CIF), we declare on the basis the authority requires. We never undervalue, mislabel, split a single piece across parcels, or otherwise assist duty evasion, regardless of instruction.
For an estimate of likely import duty and VAT or GST before paying, contact support@vivyveil.com with the destination and the piece. Any estimate is non-binding; the carrier's or authority's calculation controls.
Risk of loss passes to you on tender of the parcel to the international carrier.
For consumers, risk of loss passes only at the time required by applicable mandatory consumer law, including where such law provides that risk passes upon physical delivery to the consumer (notably Article 20 of EU Directive 2011/83/EU and section 29 of the UK Consumer Rights Act 2015). Where the mandatory rule applies and the parcel is lost or damaged before delivery to you, we will refund or replace at our cost.
Where the mandatory rule does not apply and the parcel is lost or damaged in transit, we will assist you with the carrier's claim process and forward the full claim payout to you in full, with the carrier-side claim timing reflected in §6 of the Refund Policy for any refundable portion.
Optional declared-value shipping insurance. We do not enroll parcels in third-party shipping insurance by default. If you would like declared-value shipping insurance for your order, request it by emailing support@vivyveil.com with your order number before the parcel is tendered to the carrier; we will quote the additional premium (typically 0.5%–2% of declared value depending on destination) and add it to your invoice for explicit acceptance before dispatch. For high-value orders (over US$1,000 declared value) we will also surface this option proactively in the dispatch-readiness email; we strongly recommend taking it for fragile, hand-finished, or one-of-a-kind pieces.
When your parcel is dispatched, we email you the tracking number and the carrier's tracking URL. The carrier is responsible for last-mile delivery and for arranging redelivery if the first attempt fails.
If the carrier indicates a customs hold that requires your action (for example: missing import documents, duty payable, identity confirmation), please respond promptly. We will help you understand what the carrier is asking for, but we cannot act on your behalf with the destination customs authority.
If you do not respond to the carrier's request within the deadline the carrier sets, or if the parcel becomes undeliverable for any other reason on your side, §7 governs (customs rejection and abandoned shipments): the parcel may be returned to origin, held for re-export, or destroyed by the destination authority, and the refund (if any) is computed under §7's rules. We always notify you in writing before treating an order as abandoned, and we wait at least thirty days for your response.
If a shipment is rejected by destination customs (for example: a product category that turns out to be import-restricted in your country, an undisclosed prohibited material, refusal to pay duty), the shipment may be (a) returned to origin, (b) held for re-export, or (c) destroyed by the customs authority. The same applies if a shipment is undeliverable because you refuse delivery, refuse to pay duty, or are unreachable for an extended period.
If the customs rejection or undeliverability is caused by an error or omission of ours (a mis-declared HS code, an incorrect invoice value we prepared, or a piece sourced for you that we should have flagged as import-restricted), we bear the cost and refund you in full.
If the customs rejection or undeliverability is caused by you, by the destination country's import rules, or otherwise outside our control:
We always notify you in writing before treating an order as abandoned, and we wait at least thirty days for your response.
We screen all orders against applicable US, EU, and UK sanctions and export-control lists at order placement and again before dispatch. We may decline or cancel any order where shipping the piece to the destination would violate US, EU, or UK law, or where the recipient or address is the subject of an applicable sanction. Where we cancel for this reason, we refund in full and notify you in writing within five business days of order placement — or, where the flag arises only at the pre-dispatch screen, within five business days of the flag — with a high-level explanation that does not compromise the screening process.
Please double-check the shipping address before checkout. Address changes are possible up to the moment the parcel is dispatched to the international carrier; after dispatch, the carrier's address-correction process applies and any fee charged by the carrier is for your account.
System-attributable errors. If a delivery fails because of an error on our side — for example, the address you entered was truncated by our form, our system dropped a unit number, or we transmitted the wrong address to the carrier — we bear the resulting carrier address-correction fee, return-shipping, and any re-shipping cost, and we refund or replace the piece at no cost to you if it is lost as a result. You can verify what we transmitted on the dispatch-notice email; report any discrepancy to support@vivyveil.com as soon as you notice it and we will own the correction.
For any shipping or customs question, email support@vivyveil.com with your order number. We aim to respond within two business days; for an active customs hold or a parcel in transit we will respond more urgently and, where helpful, contact the carrier on your behalf.