Warehouse Transistion Update – A Message from Our Customer Services Team

At Vivobarefoot, we know how exciting it is to receive a new pair of Vivo’s, and we also understand how frustrating it can be when things don’t go as expected. We wanted to take a moment to acknowledge the recent delays and issues some of our customers have experienced.

In February 2025, we moved to a new warehouse in Germany and partnered with a new returns’ provider. Our goal was to improve delivery times across Europe and Globally, while also making returns easier. However, this transition has been more challenging than anticipated, and we sincerely apologise for the impact it has had on your experience with us.

We are actively working with our warehouse and logistics teams to resolve these issues and expect to be back to normal by end of March 2025, just in time for our new Spring / Summer product launches. Our teams both on-site and remotely are working around the clock to ensure that orders are processed as quickly as possible.

If you placed your order while logged into your vivobarefoot.com account, you can track its progress by logging in via the profile icon on our website and selecting Orders on your account homepage. This will provide you with the latest updates on your purchases. Additionally, once your order has shipped, you will receive an email from the carrier with a link to track the delivery.

We have implemented new processes to prevent this from happening again, focusing on better coordination between our global warehouse teams to ensure a smoother experience for our customers moving forward.

If you are still experiencing any issues with your order, please don’t hesitate to reach out to our customer Service team here: (link)

Thank you for your patience and support while we work through this transition. We truly appreciate our community and are committed to providing you with the best possible experience.

Best,

Tom Watsham

Frequently Asked Questions:

• Can I apply a discount code on my existing order?
  • Sadly, that is not possible, once the order has been placed on vivobarefoot.com the order is shared to our warehouse to process, and payment is taken from your payment method of choice. You can use this discount code on any new order on vivobarefoot.com
• I really needed that order before a specific date can you prioritize or upgrade my delivery to express?
  • I wish we could but that would require a manual intervention which would slow down all the other orders including yours and the impact for everyone would be worse. Whilst we appreciate this is not the news you want to hear keeping orders as is will mean we can get everyone’s order to them quicker.
• When my order is shipped how long will it take to get to me?
  • We can’t give you firm delivery dates at the time, the warehouse team are working on orders that are oldest first to ensure that we minimize the impact, we do not have a specific date to share with you, however once it has left the warehouse the normal transit times apply
  • Germany 1-3 days depending on delivery method selected at checkout
  • Europe – 2-4 days depending on delivery method selected at checkout
  • Nordics – 2-4 days depending on delivery method selected at checkout
  • Rest of World – 3-10 days depending on location and delivery method selected at checkout
• Can I cancel my order?
  • Once the order has been submitted on our site the details are shared with the warehouse and your payment provide to ensure that the order is ready to go as soon as possible.  We are not able to intervene in that system to cancel your order.
• I don’t want my order anymore?
  • Unfortunately, once the order is placed, we are not able to stop the order from being picked and shipped to you, however once your order has arrived with you, you can simply return the item back for a refund. Go here: Vivobarefoot Returns to start that process, You could simply refuse the delivery, we would not recommend this due to the length of time it would take for it to arrive back at our warehouse to refund you. Using our return platform will mean you get the money back in 3 working days.
• I am still really not happy about this, what can I do?
  • Firstly we are not happy about either and totally understand the frustration, We are working tirelessly to make sure that this is resolved as quickly as possible for everyone. First point of contact would be to reach out to Customer services here: support.vivobarefoot.com We are feeding back issues and complaints to make sure we improve things moving forward.