If you're getting an error when entering your order number in the returns portal, the most likely reason is that you're using a Global-E reference number instead of your Vivobarefoot order number.
What is a Global-E number? When you place an order outside of the UK, your initial order confirmation may come from Global-E, our international payments partner. This confirmation will show a reference number beginning with GE — for example GE123456789DE. This is not your Vivobarefoot order number and will not be recognised by the returns portal.
How do I find my Vivobarefoot order number? Your Vivobarefoot order number will begin with a 2-letter region code that corresponds to where you ordered from, followed by 9 numbers. For example:
- UK orders: UK123456789
- Germany orders: DE123456789
- Rest of World orders: RW123456789
To find it, search your inbox for a separate order confirmation email from Vivobarefoot rather than Global-E. Your Vivobarefoot order number will be clearly shown in that email.
I can only find my GE number — what do I do? If you can only find your Global-E confirmation and can't locate a Vivobarefoot order confirmation, please get in touch with our support team with your GE reference number and we'll locate your Vivobarefoot order number for you.
I've found my Vivobarefoot order number but it's still not working Please check the following before getting in touch:
- Make sure you're entering the full order number including the 2-letter region code at the start
- Remove any # symbols, spaces or extra characters
- Make sure the email address you're entering is exactly the same as the one used to place the order, with no spaces before or after it
If you've checked all of the above and are still having trouble, please contact our support team and we'll get it sorted.
Have a Revivo order? Revivo is our pre-loved footwear brand with its own dedicated support and policies — visit support.revivo.com for help.
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