Why Isn't My Order Number Working in the Returns Portal?

The most likely reason is that you're using a Global-e reference instead of your Vivobarefoot order number. Your Vivobarefoot order number is in your "Thank you for your order" email, and it starts with a two-letter code.

What is a Global-e number?
When you order outside the UK, your first confirmation may come from Global-e, our international payments partner. It shows a reference starting with GE, for example GE123456789DE. This isn't your Vivobarefoot order number, and the returns portal won't recognize it.

How do I find my Vivobarefoot order number?
Search your inbox for the email titled "Thank you for your order" from Vivobarefoot, not Global-e. Your order number is in that email. It starts with a two-letter code for where you ordered from, followed by 9 numbers:

• UK orders: UK123456789
• EU orders: EU123456789
• Germany orders: DE123456789
• US orders: US123456789
• Rest of World orders: RW123456789

I can only find my Global-e number. What do I do?
Contact us with your GE reference, the email address you used, and your full name and billing address. We'll find your Vivobarefoot order number and reply to you. [Send a message]

I've found my order number but it still doesn't work
Please check:

• you're entering the full number, including the two letters at the start
• there are no # symbols, spaces, or extra characters
• the email address is exactly the one you used to place the order, with no spaces before or after it
• your order was delivered within the last 100 days, as the portal may not find it after that

If your item is faulty and it's been more than 100 days, see "I think my shoes have a fault. What do I do?" If you've checked everything and it still doesn't work, contact us. [Send a message]

Does my order number matter for anything else?
Yes. The first two letters decide whether you can exchange. Orders starting with EU or DE can be exchanged in the returns portal. See "Can I exchange my item?"

Will my refund show as Global-e?
Refunds for non-UK orders, and for Revivo orders, can show on your statement as Global-e. See "Why does my refund show as Global-e?"

Have a Revivo order?
Revivo has its own support at support.revivo.com.