Contact & FAQs

To place an order, simply add your desired products to the basket. You can browse our wide range of products by visiting our product catalog here. Once you've selected everything you need, go to the basket to review your selections and adjust quantities as needed.

Proceed to the checkout, where you can apply any discount codes or gift cards you have. Just enter your contact information, shipping address, and select a shipping method. Your items will be shipped the next day and arrive in just a few days!

Once your order is placed, it can't be modified directly through our website. However, if your order hasn't been packed yet, we're here to help make any changes you need. Just reach out to us at support@vivamaia.com as soon as possible. We typically respond within an hour, so we can assist you quickly!

We offer a variety of payment options to make your shopping experience convenient:

• Credit and Debit Cards: VISA, Mastercard, Maestro, American Express, UnionPay
• Digital Wallets: Apple Pay and Google Pay
• Klarna Pay Later: for those who prefer to buy now and pay later
• Sofort: a direct payment method for quick transactions
• PayPal: a secure way for making payments online

Using a credit card on our website is entirely safe. We utilize secure payment gateways powered by Stripe, one of the leading providers globally. Additionally, our website is protected with 128-bit SSL encryption technology, ensuring your information is secure during the checkout process. You can shop with confidence, knowing your data is well protected.

Occasionally, we run promotional campaigns where you can receive a free product under certain conditions. To take advantage of this offer, you must manually add the free product to your shopping basket. It won't be added automatically. Please ensure you do this before applying the voucher code at checkout. If the free product is not added to your basket, unfortunately, you won't receive it as part of the promotion.

Additionally, many of our promotions require a minimum order value. Ensure that your order meets this minimum value, excluding the free product, to qualify for the discount. This way, you can make the most of our special offers!

We select carriers based on package size, weight, and destination country to ensure the fastest and safest delivery. In most cases, there will be only one shipping method available. This is because we've optimized and automated the carrier selection process to speed up delivery, minimize errors and damages, and support sustainability efforts.

Our carrier partners include well-known services like DHL, DPD, Swiss Post, Post AT, GLS, Colissimo, and Correos, among others. This approach helps us provide a smooth and efficient shipping experience for you.

We strive to ship orders as quickly as possible. If you place your order before noon, we usually ship it the same day. For orders placed later, over 98% are shipped the next day.

Delivery times vary by country:

• 🇩🇪 Germany: 2-4 business days
• 🇨🇭 Switzerland: 5-8 business days
• 🇦🇹 Austria: 3-5 business days
• 🇪🇸 Spain: 3-6 business days
• 🇳🇱 Netherlands: 3-6 business days
• 🇪🇺 European Union: 3-8 business days

Please note that local holidays may impact delivery times, which is beyond our control. We appreciate your understanding and patience.

🌟 Special Note: Last year, we made significant changes to our supply chain. Now, all orders ship from our warehouse in Berlin, Germany, instead of Mexico. This change has greatly improved our shipping times, allowing us to get your orders to you faster than ever!

We're happy to deliver to all EU countries, Switzerland, and the UK.

🌍 Exciting news: we'll soon be expanding our delivery services to Mexico and the United States! 🇲🇽🇺🇸 To stay updated and be the first to know when we launch in these regions, please sign up for our notification list. This way, we can quickly inform you as soon as we start shipping to your area.

Mexico launch registration

USA launch registration

Once your order is packed and ready to go, you'll receive an email confirmation of dispatch. This email will also include a tracking link, allowing you to monitor your package's journey to your doorstep.

We aim to ship orders on the same day for those placed before noon. For orders placed later, we successfully ship over 98% of them by the next day. This way, your items are on their way to you as swiftly as possible.

Apart from the shipping country, we don't have any shipping restrictions. Our products are safe for transport and are carefully packaged to ensure they reach you in perfect condition. So, rest assured, there's no need to worry.

Additionally, we offer shipping to DHL pack-stations and islands, making it convenient for you to receive your orders wherever you are.

🇨🇭 For our customers in Switzerland: You won't face any customs fees when ordering from us. We handle all the customs clearance for you and then hand over your package to Swiss Post. Please note, the tracking status will update only after customs clearance, which might take up to 7 days. So, a little patience might be needed.

🇪🇺 If you're ordering from the EU: Good news! There are no customs fees for you. All shipments are sent from our warehouse in Germany, ensuring a smooth delivery without the hassle of customs.

🌍 For customers outside the EU and Switzerland: Please be aware that we ship from the EU. We advise checking potential customs fees and the duty-free allowance in your region (e.g., the United Kingdom) in advance to avoid surprises.

⚠️ Caution: If you receive a customs notification, first ensure it's related to a Viva Maia order. Unfortunately, scammers are out there trying to exploit unwary individuals. If in doubt, please get in touch with us directly. We're here to help.

If your order hasn't arrived within the expected timeframe, we recommend first checking the shipment tracking. This can help you verify if your address is accurate, if the package is still in transit, or if it has been delivered to a neighbor or a local shop, which is a common practice. Please note that shops typically hold packages for only a week for pickup, so it's important to act quickly.

Should you confirm that the address is correct, the package isn't with a neighbor or at a shop, and the shipping status hasn't updated in 5 days, please reach out to us at support@vivamaia.com. We're here to assist and ensure your order reaches you as soon as possible.

Once your order is placed, you won't be able to change the shipping address by yourself. Our packages are prepared quickly, often within hours, so it's crucial to contact us immediately if you need an address change. Please email us at support@vivamaia.com, and we'll do our best to make the update for you.

However, please note that we cannot change addresses after the shipping label has been created. At this point, costs have been incurred, and the label is already on the parcel. Prompt communication is key to ensuring your package goes to the correct destination.

We offer free shipping in a few regions:

• 🇩🇪 Germany: free shipping on purchases over 50 €
• 🇪🇸 Spain: free shipping on purchases over 50 €
• 🇦🇹 Austria: free shipping on purchases over 90 €
• 🇳🇱 Netherlands: free shipping on purchases over 90 €

Unfortunately, we cannot offer free shipping to other EU countries and Switzerland at the moment.

For more details on our shipping policies, please visit our Shipping Page.

For a quick overview of our return policy, which you can read in full here:

In short:

Return Window
You have 28 days from receipt to return your products.

Return Costs

• 🇩🇪 Germany: return shipping costs of 4,99 €
• 🇪🇺 Other European countries: return shipping costs vary by location, according to the shipping costs
• Additional costs may apply

Processing Time
Returns are processed within 1 to 2 weeks

If you have specific questions, such as about returning partially opened products, sets, or bundles, please contact us at support@vivamaia.com.

ℹ️ Important Note: Products must be returned unopened. Opened or used products cannot be returned due to health protection and hygiene regulations as per the EU Consumer Protection Directive.

To initiate a return, please reach out to us at support@vivamaia.com, and we'll provide you with a return label. Simply pack the items you're returning in a cardboard box, attach the return label clearly on the outside, and drop it off at a shop as indicated by the carrier on your return label.

ℹ️ Important Note: Please do not attempt to return products without contacting us first. Doing so can significantly slow down the process, sometimes taking up to 6 weeks. Additionally, ensure you do not send returns to our office address to avoid incurring extra fees. We're here to make your return process as smooth as possible.

You're eligible to exchange a product provided it hasn't been opened. Due to health protection and hygiene regulations outlined in the EU Consumer Protection Directive, opened or used products are not eligible for return or exchange. This policy ensures the safety and satisfaction of all our customers.

Exchanging a product involves two additional shipments: one to return the original product and another to send the new product. Unfortunately, we must charge for both of these shipments, according to the shipping costs per region:

• 🇩🇪 Germany: 2 times 4,99 €
• 🇨🇭 Switzerland: 2 times 13,99 CHF
• 🇦🇹 Austria: 2 times 9,99 €
• 🇪🇸 Spain: 2 times 4,99 €
• 🇳🇱 Netherlands: 2 times 10,99 €
• 🇪🇺 Other European Union: 2 times 11,99 €
• 🇬🇧 United Kingdom: 2 times 11,99 €

This ensures that we can manage the exchange process efficiently while maintaining our commitment to health and safety standards.

The return process typically spans 1 to 2 weeks.

Upon arrival at our warehouse, the goods are directed to the appropriate area for inspection. This is where we confirm that the items are indeed unopened, a step we document with photos for transparency. After this verification, we proceed to issue a refund using the original payment method you utilised for the purchase.

According to German law, you will not be charged for the shipping costs of returning items. However, as outlined in our return policy, you may still incur return costs. This means while the initial shipping costs for sending items back are covered, other expenses related to the return process, as specified in our policy, may apply.

Your refund will be processed using the original payment method you used for the purchase. This ensures a straightforward and secure return of funds to you.

At Viva Maia, sustainability is at the core of who we are, not just a policy we follow. Our products are inspired by nature, and its protection is paramount to us. We take great care in our manufacturing processes, growing most of our ingredients sustainably on our own farms in Mexico. For any ingredients we can't produce ourselves, we ensure they are sourced from local, organic suppliers near our manufacturing facilities.

We are proud to say that our entire shipping process, from our workshop to sea transport, and right to your doorstep, is 100% climate neutral. This commitment to sustainability is a testament to our dedication to protecting the environment while delivering high-quality products to you.

To learn more about our sustainability efforts, please visit our sustainability page.

Our commitment to sustainability extends to our packaging materials, which are thoughtfully chosen to minimize environmental impact. We use recycled cardboard and organic ink for our packaging, ensuring that our practices are as eco-friendly as possible. For our product containers, we opt for recyclable glass and aluminum, materials known for their sustainability and ability to be repurposed efficiently.

Our goal is to use the least amount of materials necessary while still providing high-quality and safe packaging for our products. This is why you'll rarely find plastic in our products, and when you do, it's only used when absolutely necessary. We also limit the use of excessive colors to maintain our commitment to having the lowest environmental impact possible.

Our approach to achieving a carbon-neutral supply chain is grounded in conscious decision-making aimed at reducing emissions at every possible turn. From the production phase in Jalisco to the delivery of products to our customers, we prioritize methods and materials that have the least environmental impact. For emissions that cannot be avoided due to operational necessities, we implement compensation measures to achieve net zero carbon emissions. This methodical process ensures that our entire supply chain maintains carbon neutrality, reflecting our commitment to responsible environmental practices.

We ensure sustainable sourcing of ingredients through two key practices:

1. We meticulously select local ingredients, giving preference to those grown or produced in harmony with nature and under fair conditions for everyone involved, such as various types of cacti
2. We cultivate our own crops and collaborate with local farmers who adhere to responsible sustainability practices

This approach allows us to maintain a supply chain that is not only environmentally friendly but also supports local communities and ecosystems.

Our commitment to sustainability and ethical practices is reflected in our product line, which is 100% vegan. We do not use any ingredients of animal origin in our formulations. Additionally, we adhere to a strict policy against animal testing, ensuring that none of our products are tested on animals, whether in Mexico or Germany.

We adhere to a strict no animal testing policy for our products, ensuring that no tests are conducted on animals, both in Mexico and Germany. This commitment is part of our dedication to ethical practices and cruelty-free standards.

On each product page, we provide a comprehensive list of ingredients, presented both in the scientific format (INCI) and in plain English, to ensure clarity and transparency. For those interested in learning more about the properties and benefits of our key ingredients, we offer additional information in our ingredient dictionary. This resource is designed to help you understand the value and purpose behind the ingredients we choose.

We suggest taking our Skin Type Diagnostic quiz, a tool we've developed to help you quickly identify your skin type and its specific needs. The quiz only takes a few minutes to complete.

With this insight, you'll find it easier to select products from our catalog that are tailored to your skin type, ensuring you get the most beneficial and effective skincare routine. Most of our bundles include variants for each skin type, allowing you to choose the option that best suits your individual needs.

For detailed guidance on how to use each of our single products and bundles, tailored advice for different skin types, recommendations on usage frequency, and tips on monitoring the progress of your skin concerns, please visit our How-To library. This resource is designed to provide you with all the information you need to make the most out of our products and achieve the best possible results for your skin.

For detailed guidance on how to use each of our single products and bundles, tailored advice for different skin types, recommendations on usage frequency, and tips on monitoring the progress of your skin concerns, please visit our How-To library. This resource is designed to provide you with all the information you need to make the most out of our products and achieve the best possible results for your skin.

Our products are designed to work well in combination with products from other brands, as long as you adhere to the usage instructions. Embracing the principle that "less is more," we advise against using multiple products for the same purpose to ensure the best results and avoid overburdening your skin. Each of our single products and bundles comes with clear information on their specific benefits and the step they occupy in the Mexican Skincare Routine, helping you to integrate them seamlessly into your skincare regimen.

We advise keeping our skincare products in a dry place and out of direct sunlight. This precaution helps ensure that the products retain their effectiveness for longer and remain in optimal condition.