Frequently Asked Questions (FAQ)

GENERAL INFORMATION

What is Vivacée and what does it mean?

Enkindled by the Italian word “Vivace” (vee-vah-che), which means lively and bright. Vivacée (vee-vah-see) is created to inspire you to think differently about your personal scent and to help you to explore the possibility of designing your own customised fragrance. Vivacée imparts a simple message—discover, design and be delighted with a quintessential perfume that’s yours and yours alone.

What is Define Your Scent?

In Vivacée, we believe every person has a distinguishable scent and sense of smell. The combination of different scents reflects differently for different people. Because of this, Define Your Scent is our interactive experience where you step through a series of dynamic questions and imagery designed to establish the core elements of a fragrance tailored to you.

Can I get Vivacée from retail shops?

Vivacée is available exclusively online and can only be purchased through our official website.

How do I reorder the perfume I have customised before?

Log in to your account, under the tab of My Orders, you will be able to view your purchase history. You can reorder your customise perfume from the link.

Can I request for a sample before placing my order?

We are unable to provide a sample of your customisation perfume. However, upon purchase of any full size perfume, we are giving a complimentary miniature perfume of an alternative scent you may like.

I like the scent of the complimentary miniature perfume I received, can I order it?

Yes, it’s available to purchase on full size, please email to us with the code printing in the sample bottle, we will assist you with the purchase.

MY ORDER

How do I know if my order is successfully placed?

If you order is successful, you will be redirected to our Thank You page and you will receive a Purchase Confirmation via email.

Do I have to register a new account before ordering?

We encourage you to register an account with us, you can save the hassles to enter your personal informations in future. Also, if you would like to reorder your customisation, it’s just one click away in your order history.

Can I send it as a gift?

Yes. You can even give your creation a fragrance name and add on a special message for the receiver towards the end of the process. Just check the box to ship to another address and we will deliver it to your receiver on behalf.

Can you wrap my perfume as a gift?

All our perfume comes with luxury gift box, it is perfect as a gift.

Do I have to subscribe for the newsletter?

We would be happy to keep you updated on our news, specials and promotions, however, it is not mandatory.

PAYMENT AND SHIPPING

How do I pay for my order?

We accept online payment via ipay88 for FPX payment and credit card or via Paypal for credit/debit card. Please note that we do not incur any fees for our payment options.

Are these payment methods secure?

Yes, all payment data are transferred via SSL-secured connection.

Where are you shipping to?

We provide FREE shipping throughout the whole Malaysia. We are gradually expanding and adding more shipping destinations outside Malaysia. So stay tuned!

When will my order be shipped?

Your order will be dispatched within 1 to 2 working days after purchase confirmation.

How long does the shipping take?

For deliveries to major cities of Malaysia, the estimated shipping time would take approximately 1 to 2 working days and 3 to 5 working days for East Malaysia and rural area.

Who is your shipping provider?

We are shipping with DHL.

How do I track my parcel?

Once your order is shipped, you will receive an email confirmation with a tracking number and the instructions to track your order online.

Can I ship to a PO Box?

Currently we are unable to ship to a PO Box

Can I select a different shipping address?

Yes. On the Checkout page please select the checkbox “Ship to a different address“. You then will be able to submit a shipping address that different from your billing address.

RETURN AND REFUND

What if I’m not satisfied with my purchase?

If you have any dissatisfaction with our product, kindly contact us at enquiry@vivacee.co. Our customer support team will get back to you the soonest possible.

What if the product received is damaged or having defect?

Kindly contact us at enquiry@vivacee.co with proof of pictures of product and packaging, our customer support team will get back to you the soonest possible.

How long would a refund take?

Upon verification and approval, products shall be returned to us in their original packaging including undamaged box, we will process your refund within 7 working days. Refunds will be made in the form of store credit.

Returned parcel to be sent to the following:

Vivacee Return
Address : 16, Lorong Teknologi B, Nouvelle Industrial Park, Taman Sains Selangor 1, PJU 5,Kota Damansara, 47810 Petaling Jaya, Selangor
Contact : 012 650 0806

INGREDIENTS

Where do your ingredients come from?

All our fragrances come from IFF, a leading global creator of flavors and fragrances headquartered in New York City. For more information, you may visit www.iff.com.

Who is IFF?

International Flavors & Fragrances (IFF) is an American corporation producing flavors and fragrances and cosmetic actives, which it markets globally. It is headquartered in New York City and has creative, sales, and manufacturing facilities in 35 different countries

We have collaborated with IFF in a unique partnership to create these unique and exceptional fragrances with their talented perfumers.

Where are Vivacée products manufactured?

Our products are manufactured by GMP-approved manufacturer certified by Malaysian Drug Control Authority under the Ministry of Health.

How do I know which ingredients would go well together?

The algorithm in our customisation process automatically filters matching ingredients and fragrance notes that best suit your personal preferences. So rest assured as the ingredient choices presented to you will be complementary to one another.

What is the quality of your fragrances?

We only provide premium quality fragrances, meaning the highest quality in the market. Generally, Eau de Parfum has a fragrance concentration of between 8% to 15%. In Vivacée, we use a fragrance concentration of between 18-20%.

What do I do if I developed an allergic reaction?

If an allergic reaction occurs, kindly consult a medical professional immediately.

REGISTRATION AND DATA SECURITY

Are my personal data secure? What should I do if I gave problems with the site?

We at our best endeavour adhere to the terms of the Personal Data Protection Act 2010 (PDPA) and we will manage any personal data you provide in compliance with PDPA more particularly as set out in our Privacy Policy.

How can I unsubscribe from your newsletter?

To unsubscribe, you can submit your request to our customer support team at enquiry@vivacee.co.

PROMOTIONAL VOUCHERS

When does my promotional voucher expires?

Our promotional vouchers are generally valid for a period of one year after issue. If your are not sure, please feel free to contact our customer service at enquiry@vivacee.co

Can I keep the balance value in my promotional voucher for my next purchase?

If you place an order for a product less than the value of the promotional voucher, no refund or residual credit will be returned to you.

What should I do if my promotional voucher value is insufficient?

You can top up the difference through other payment methods

Can I combine my promotional voucher with other promotional vouchers?

Promotional voucher can only be redeemed once and cannot be used in conjunction with other promotional vouchers.