FAQ — Shipping, Subscriptions & Product Questions

Vivana is a premium wellbeing brand designed for adults in midlife—a stage where energy, focus, recovery, sleep, digestion, hormones, and overall vitality start to need more support. Our formulas are backed by science, manufactured in the EU to the highest quality standards, and designed for both men and women seeking to optimize their health naturally.

Yes. All Vivana products are manufactured in European Union facilities that meet GMP (Good Manufacturing Practice), ISO, and HACCP standards. Every batch undergoes rigorous third-party testing for purity, potency, heavy metals, and microbial contaminants to ensure the highest safety and quality standards.

No. Most Vivana products are designed for all adults. Only two products—Balance+ and our upcoming Collagen Pro Powder—are specifically formulated for women, particularly those navigating perimenopause or menopause. All other products are suitable for both men and women.

Most Vivana products are vegan, non-GMO, and Halal certified. However:

• Omega-3 contains fish and uses a gelatin capsule (not vegan)
• Some products contain soy derivatives (phosphatidylserine)
• All products are gluten-free
Full allergen information is clearly listed on each product page and label. Always check individual product details before purchasing.

All Vivana products are:

• GMP Certified (Good Manufacturing Practice)
• EU Manufactured in certified facilities
• Non-GMO
• Third-party tested for purity and safety
• Most are Vegan and Halal certified

Yes! Our formulas are designed to complement each other and can be taken together safely. We offer carefully curated bundles to help you choose the right combinations for your wellness goals. However, this is not medical advice—always consult your healthcare provider if you have specific health concerns or are taking medications.

No. All our products comply with WADA (World Anti-Doping Agency) guidelines and UK/EU regulations. They do not contain prohibited or banned substances, making them safe for athletes and professionals subject to drug testing.

Results vary by individual, product, and consistency of use:

• Some benefits (like better sleep or calm) may be noticed within 1-2 weeks
• Most benefits appear after 4-8 weeks of consistent daily use
• Full benefits typically emerge after 8-12 weeks (which is why we offer a 90-day satisfaction guarantee)
Consistency is key—supplements work best when taken daily as directed. Think of them as a long-term investment in your health, not a quick fix.

Timing varies by product for optimal absorption and effectiveness:

• Cortisol Control: Evening (promotes relaxation and sleep)
• Magnesium+: Evening (supports muscle recovery and relaxation)
• Omega-3: With food (improves absorption)
• Gut Harmony: Empty stomach, 30 minutes before meals (optimal probiotic delivery)
• Balance+, Immuno Balance+: With a meal
Check individual product labels for specific recommendations.

Most products should be taken with food for better absorption and to minimize any potential stomach discomfort. Exception: Gut Harmony works best on an empty stomach, 30 minutes before meals, for optimal probiotic delivery to the gut.

Simply take your next dose as scheduled. Don't double up to compensate for a missed dose. Consistency matters more than perfection—one missed dose won't derail your progress.

We cannot provide medical advice. Please consult your doctor or pharmacist before taking supplements if you're on any medication, especially:

• Blood thinners (anticoagulants) - particularly important for Omega-3
• Immunosuppressants
• Hormone therapies
• Diabetes medications
• Thyroid medications

Please consult your healthcare professional before using any supplements during pregnancy or while breastfeeding. Many of our products are not recommended for pregnant or nursing women due to the potent botanical ingredients they contain.

No. All Vivana products are formulated specifically for adults aged 18 and over. They are not suitable for children or adolescents.

We cannot provide medical advice. Please consult your healthcare provider before starting any supplement regimen, especially if you have:

• Hormone-sensitive conditions (breast cancer, endometriosis, PCOS)
• Autoimmune disorders
• Kidney or liver disease
• Bleeding disorders
• Upcoming surgery (stop supplements 2 weeks before)

Stop taking the product immediately and consult a healthcare professional. Then contact us at support@vivanalife.com to report the issue. While our products are generally well-tolerated, individual reactions can vary. Mild digestive changes when starting probiotics are normal and usually subside within a few days.

Simply browse our products, add items to your cart, and proceed to checkout. You can checkout as a guest or create an account for faster future purchases. An account is required for subscription orders.

We accept:

• Credit and debit cards (Visa, Mastercard, American Express)
• PayPal
• Shopify Payments / Stripe
• Klarna (buy now, pay later)
• Apple Pay
• Google Pay

Yes. All prices displayed include applicable VAT (UK/EU) or sales tax (US) where required by law. The price you see is the price you pay.

Currency depends on your location:

• UK customers: GBP (£)
• EU customers: EUR (€)
• US customers: USD ($)

Yes. We use industry-standard encryption and never store your full payment details on our servers. All transactions are processed through secure, PCI-compliant payment providers (Stripe, PayPal, Shopify Payments). Your financial information is completely safe.

Contact us immediately at support@vivanalife.com:

• Before shipping: Yes, we can modify or cancel your order
• After shipping: You'll need to receive the delivery and follow our 14-day return policy if you wish to return it
We process orders quickly, so contact us as soon as possible to make changes.

First, check your spam or junk folder. If you still don't see it, contact support@vivanalife.com with your name and the email address used during checkout, and we'll resend your confirmation.

We currently ship to the United Kingdom, European Union, and (coming soon) the United States. We're working to expand to more regions in the future.

Orders are shipped from the region closest to you:

• UK orders ship from the UK
• EU orders ship from within the EU
• US orders will ship from the US (once available)
This ensures faster delivery and avoids customs issues.

No, we only ship to physical addresses or designated pickup points. This ensures secure delivery and allows for signature confirmation if needed.

Standard delivery typically takes 3-5 business days from dispatch. This is an estimate—actual delivery times may vary based on your location and carrier performance. Remote areas may take slightly longer.

Yes! Free shipping is available on:

• Orders over €100 / £100 / $100
• All subscription orders (any size)
Note: Some remote locations or islands with high shipping costs may have additional charges, which will be shown at checkout.

Once your order ships, you'll receive a dispatch confirmation email with a tracking link. Click the link to see real-time updates on your delivery status. If you don't receive tracking information within 2 business days of ordering, contact us.

Contact support@vivanalife.com immediately. If the order hasn't shipped yet, we can update the address. Once shipped, we cannot redirect the package—you'll need to contact the carrier directly or wait for it to arrive at the original address.

Most carriers will:

• Leave a delivery note with instructions
• Attempt redelivery
• Hold the package at a local depot for collection
Check your tracking link for specific carrier instructions and options.

No customs charges within the EU. For UK customers, all applicable VAT is included in the price at checkout—no surprise fees upon delivery.

Contact support@vivanalife.com immediately with your order number and photos (if damaged). We'll investigate with the carrier and arrange a replacement or refund at no cost to you. Your satisfaction is our priority.

Not at this time. We currently ship only to the UK, EU, and (soon) USA. We're working on expanding to additional countries—sign up for our newsletter to be notified when we ship to your region.

UK and EU customers have a 14-day right to return products from the date of delivery, in accordance with the Consumer Contracts Regulations. Products must be unopened, unused, and in their original packaging in resaleable condition. Due to hygiene regulations for food supplements, we cannot accept returns of opened or unsealed products.

This is your legal right as a UK or EU consumer to return products within 14 days of delivery for any reason (or no reason at all). To exercise this right:

• Email support@vivanalife.com with your order number within 14 days
• Return the unopened products within 14 days of notifying us
• Keep proof of postage
You're responsible for return shipping costs unless the product is faulty or we made an error. We'll refund you within 14 days of receiving the returned goods.

No. Due to the nature of food supplements and hygiene regulations, we can only accept returns of unopened, unused products in their original packaging. This protects the health and safety of all our customers.

Email support@vivanalife.com with:

• Your order number
• Reason for return (optional but helps us improve)
• Whether you'd like a refund or exchange
We'll provide you with return instructions. You may request a return authorization number for tracking purposes (optional but recommended).

We stand behind our products with a 90-day satisfaction guarantee on your FIRST order only. If you're not satisfied after trying one product consistently for up to 90 days, you can request a refund. To qualify:

• Must be your first order with Vivana
• Only one product per customer is covered
• Contact support@vivanalife.com with your order number and reason for dissatisfaction
• Subsequent orders to the same address or using the same payment method are not eligible
This guarantee does not affect your statutory 14-day return right. We reserve the right to decline refund requests if we suspect abuse of this policy.

Once we receive and inspect your return, refunds are processed within 5 business days to your original payment method. Your bank or card provider may take an additional 3-5 business days to post the refund to your account.

Yes! We're happy to arrange an exchange for a different product, subject to product availability and return conditions (unopened, in original packaging). Contact support@vivanalife.com to arrange an exchange.

You're responsible for return shipping costs unless:

• The product arrived damaged or faulty
• We made an error with your order (wrong product sent, etc.)
In these cases, we'll cover all return shipping costs and provide a prepaid return label.

Contact us immediately at support@vivanalife.com with:

• Your order number
• Clear photos of the damage
• Description of the issue
We'll arrange a replacement or full refund at no cost to you, including return shipping. Your satisfaction is our priority.

Choose your preferred delivery frequency (monthly, quarterly, or annual billing), and we'll automatically deliver your products and process payment on your chosen schedule. You'll save time, never run out, and enjoy free shipping on all subscription orders.

We offer flexible subscription frequencies:

• Monthly: One-month supply delivered every month
• Quarterly: Three-month supply delivered every quarter
• Annual: Three-month supply delivered quarterly, billed annually

Yes! All subscription orders include free shipping, regardless of order value. This is one of the benefits of subscribing—you save on both products and shipping.

You'll receive:

• A renewal reminder email 7 days before your next billing date
• A dispatch confirmation when your order ships
• A tracking link once your package is in transit
These reminders give you time to make any changes to your subscription before the next delivery.

Yes! Log into your account to:

• Pause your subscription for up to 3 months
• Skip an upcoming delivery
• Change your delivery date
Or contact support@vivanalife.com for assistance. Note: Changes must be made at least 7 days before your next billing date to take effect.

Yes! You can swap products in your subscription at any time. Log into your account or contact support@vivanalife.com to make changes. This flexibility ensures your subscription always matches your evolving wellness needs.

If a payment fails, we'll:

• Automatically retry the payment
• Send you an email notification
• After 3 failed attempts, your subscription will be paused
Simply update your payment method in your account settings to reactivate your subscription.

Rarely, but prices may change due to ingredient costs, manufacturing expenses, or market conditions. You'll always receive 30 days' advance notice of any price change. If you don't want to continue at the new price, you can cancel your subscription before it takes effect.

Yes! You can cancel your subscription at any time with no penalties or fees. Three easy ways to cancel:

• Log into your account and click 'Cancel Subscription'
• Email support@vivanalife.com
• Reply to any renewal reminder email
To avoid being charged for the next billing period, cancel at least 7 days before your next scheduled payment date. You'll continue to receive deliveries for any billing periods already paid for.

Yes! We send a renewal reminder email 7 days before each billing date, giving you plenty of time to make changes, cancel, or let it renew automatically. We believe in transparency—no surprise charges.

No, you can checkout as a guest for one-time purchases. However, creating an account offers benefits like faster checkout, order tracking, and is required for managing subscriptions.

Click 'Forgot Password' on the login page, enter your email address, and we'll send you a password reset link. If you don't receive it within a few minutes, check your spam folder or contact support.

Yes! Log into your account and update it in 'Account Settings,' or contact support@vivanalife.com for assistance.

Contact support@vivanalife.com with your name and any order details you remember (order number, shipping address, products purchased), and we'll help you locate your account.

Yes. Contact support@vivanalife.com to request account deletion. This will permanently delete your data in accordance with GDPR requirements. Note that we must retain certain transaction records for legal and tax purposes.

We aim to respond to all inquiries within 24 hours (1 business day), Monday through Friday. For urgent matters, please mention this in your email subject line.

Not at this time. For the fastest and most efficient support, please email us at support@vivanalife.com. This allows us to thoroughly review your issue and provide detailed assistance with full documentation.

Not yet, but our website is fully mobile-optimized for easy browsing and ordering on any device. A dedicated mobile app may be available in the future—stay tuned!

Yes. Every batch undergoes rigorous testing:

• Third-party testing for purity and potency
• Heavy metal screening (mercury, lead, cadmium, arsenic)
• Microbial testing for safety
• Quality control verification
All products are manufactured in GMP-certified facilities that meet the highest EU quality standards.

All Vivana products are manufactured in the European Union in facilities that meet GMP (Good Manufacturing Practice), ISO, and HACCP standards. We work only with certified manufacturers who share our commitment to quality and safety.

Yes. All products, especially our fish oil, are tested for:

• Mercury, lead, cadmium, and arsenic
• PCBs (polychlorinated biphenyls)
• Dioxins
• Other environmental contaminants
Our Omega-3 is molecularly distilled for maximum purity.

Yes. Certificates of Analysis (COAs) are available on request. Contact support@vivanalife.com with your product name and batch number (found on the bottle), and we'll send you the relevant testing documentation.

Food supplements are products containing concentrated sources of nutrients (vitamins, minerals, herbs, amino acids) intended to supplement the normal diet. They:

• Are NOT medicines
• Are NOT intended to diagnose, treat, cure, or prevent disease
• Should not replace a balanced diet and healthy lifestyle
• Are regulated under UK/EU food supplement laws, not pharmaceutical regulations

Our products comply with UK food supplement regulations and are registered with the UK Food Standards Agency. They are notified to EU authorities where required. We make only health claims that are approved under EU Regulation 1924/2006 and UK retained law.

Our products are registered as food supplements in accordance with UK/EU regulations. Food supplements do not require pre-market approval from MHRA (Medicines and Healthcare products Regulatory Agency) or EFSA (European Food Safety Authority) like medicines do. However, all health claims we make are based only on approved nutrition and health claims under EU Regulation 1924/2006.

Potentially, yes. Some supplements can interact with medications. This is why we always recommend consulting your doctor or pharmacist before starting any supplement regimen, especially if you're taking prescription medications. Be particularly cautious with blood thinners, immunosuppressants, and hormone therapies.

Branded ingredients are clinically studied, standardized versions that ensure consistent quality, potency, and effectiveness. Unlike generic ingredients, these premium forms are backed by research showing specific benefits and undergo strict quality control. When you see KSM-66® Ashwagandha or MagTein® Magnesium L-Threonate, you know exactly what you're getting—ingredients proven in clinical trials.

We use a thoughtful combination:

• Natural plant extracts (ashwagandha, rhodiola, mushrooms, holy basil, sage, maca)
• High-quality minerals in bioavailable forms (bisglycinate, citrate, malate)
• Naturally derived vitamins where possible
Quality, purity, and bioavailability matter more than whether something is synthetic or natural. We choose each ingredient form based on scientific evidence of effectiveness and absorption.

Different forms of magnesium are absorbed differently and support different functions in the body. Our 5-form blend ensures:

• Comprehensive magnesium support
• Optimal absorption (bioavailability)
• Support for muscles, nerves, brain, and energy
• Better tolerance (single high doses of one form can cause digestive issues)

Most products are allergen-free. However:

• Omega-3 contains fish (anchovies, sardines, mackerel)
• Some products contain soy derivatives (phosphatidylserine)
• All products are gluten-free
• No products contain dairy, eggs, or nuts
Always check each product page for full allergen information before purchasing.

We use minimal excipients (like microcrystalline cellulose and hydroxypropylmethylcellulose) only where necessary for capsule formation and product stability. We avoid:

• Artificial colors
• Artificial flavors
• Artificial preservatives
• Unnecessary binding agents

Absolutely! Full ingredient lists, supplement facts panels, and allergen information are available on each product page. You can also view product label images showing exactly what's in each capsule.

No. Supplements are designed to complement—not replace—a balanced diet, regular exercise, adequate sleep, stress management, and other healthy habits. They work best as part of a comprehensive approach to wellness. Think of them as nutritional insurance, not a shortcut.

Supplements work gradually by supporting your body's natural processes:

• Nutrients need time to build up to optimal levels in your system
• Adaptogenic herbs work over time to help your body adapt to stress
• Probiotics need time to colonize and balance your gut microbiome
• Cellular changes happen gradually, not overnight
Think of supplements as a long-term investment in your health, not a quick fix. Consistency over time yields the best results.

No. Supplements cannot diagnose, treat, cure, or prevent disease. They support overall wellness and may help fill nutritional gaps, but they are not medicines. Always consult your healthcare provider for medical conditions, symptoms, or health concerns.

Results vary significantly due to:

• Individual biology and metabolism
• Lifestyle factors (diet, sleep, stress, exercise)
• Consistency of use
• Underlying health conditions
• Realistic expectations
If you don't notice benefits after 90 days of consistent use, our satisfaction guarantee allows you to request a refund on your first order. We stand behind our products but understand they may not work for everyone.

We collect only what's necessary to provide our services:

• Name, email, and shipping address (to fulfill orders)
• Payment information (processed securely by our payment providers—we never store full card details)
• Order history and purchase preferences
• Website usage data (cookies, analytics) to improve your experience
Full details are available in our Privacy Policy.

We use your data only to:

• Process and fulfill orders
• Provide customer support
• Send order updates and subscription reminders
• Personalize your experience
• Improve our products and services
• Send marketing communications (only if you consent)
We NEVER sell your data to third parties. Your privacy is sacrosanct.

We only share data with trusted service providers essential to our operations:

• Payment processors (Stripe, PayPal) to process transactions
• Shipping carriers (to deliver your orders)
• Email service providers (for transactional emails)
We NEVER sell your data to marketers or advertisers. All service providers are contractually obligated to protect your data.

Click 'Unsubscribe' at the bottom of any marketing email, or email privacy@vivanalife.com. You'll continue to receive transactional emails (order confirmations, shipping updates) necessary for your purchases, but no marketing communications.

Under UK/EU GDPR, you have the right to:

• Access your personal data
• Correct inaccurate data
• Request deletion of your data (right to be forgotten)
• Restrict processing
• Data portability (receive your data in a machine-readable format)
• Object to processing
Contact privacy@vivanalife.com to exercise any of these rights. Vivana Labs Limited is the data controller for your personal data.

Yes. We use cookies for:

• Essential website functionality (shopping cart, login, preferences)
• Analytics (understanding how visitors use our site to improve it)
• Marketing (showing relevant ads, measuring campaign effectiveness)
You can manage your cookie preferences in our Cookie Settings banner or in your browser settings. Note that disabling cookies may affect website functionality.

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Frequently Asked Questions

1. ABOUT VIVANA & OUR PRODUCTS

2. USING VIVANA PRODUCTS

3. ORDERING & PAYMENT

4. SHIPPING & DELIVERY

5. RETURNS & REFUNDS

6. SUBSCRIPTIONS

7. ACCOUNTS & SUPPORT

8. PRODUCT QUALITY & SAFETY

9. INGREDIENTS & FORMULATIONS

10. WELLNESS & EXPECTATIONS

11. PRIVACY & DATA

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