Here are some of our most Frequently Asked Questions. Click on the section most relevant to your query to find your answer. If you’re experiencing any issues, or can’t find the answer to your question, please contact our Customer Service team.

Where is my nearest store?

Please visit our Store Locator page, type in your area, and it will bring up the nearest stores to you.

What are the store opening hours?

Saturday to Wednesday
08:30 am – 12:00 am (midnight)
Thursday & Friday
8:30 am – 1:00 am
Closed for prayers from 11am to 1pm.

We also have a section dedicated to the opening hours of all our stores. Please visit our Store Locator page to learn more.

I have left some shopping in the store, how can I get this back?

In the event of leaving any shopping in store, please return to store and check if this has been handed in. Please carry your receipt as this will be needed to verify the shopping in question.

How can I pay at VIVA?

All major credit cards & local currency is accepted.

I’ve been charged twice for my shopping, what can I do?

As much as we try and avoid instances such as this, mistakes can happen. Please accept our apologies and return to store with your receipt for a refund of the additional payment taken.

What are the current offers in my store?

Please check all our current offers here.

When do your advertisements and promotions change?

We update our promotions on Wednesday on a weekly basis.

Can I reserve for any promotions or products?

Sorry, we operate a ‘first come first served’ policy on all of our stock. To keep things fair, we don’t reserve any stock in our stores.

An item I was looking for has sold out, what can I do?

Just notify the store manager who will be more than happy to help. We would either place an order or try to arrange it for you if applicable.

I think I lost something in the store, can you help me?

In the event of losing any personal belongings, please return to the store to check if this has been handed in. We will keep the item(s) for 48hrs before disposing.

Can you reserve items for me to collect at a later date?

Sorry, we operate a ‘first come first served’ policy on all of our stock. To keep things fair, we don’t reserve any stock in our stores.

I’d like to purchase a large amount of stock from your store. Is there a limit?

You may speak to the Store Manager for any bulk purchase and we will make further arrangement for you.

I’ve been disappointed with the quality of a product I’ve purchased. What should I do?

Please accept our apologies for your bad experience, we promise to ensure 100% satisfaction. If you may bring the item back to the store with the proof of purchase, we will be happy to replace or refund your shopping. And your feedback is important to us.

I’ve purchased an out of date product from you. What should I do?

We are very sorry you had a bad experience. Please kindly return to the store at your earliest convenience so this issue can be investigated.

I’ve noticed that the price of a product has risen in price recently. Why is this?

Price increases are often out of our control. We do try to hold these back as long as possible because our aim is to offer our customers the best quality, value for money and service that we can. Our buyers work very hard to negotiate the best prices available and when we do obtain any price reductions we pass them on to our customers immediately.

Our general return policy is that you can return an item upon approval. Just bring the item(s) back to any of our stores with the proof of purchase.

Can I return an item with no receipt or label?

Yes. As long as you have some proof of purchase, you can return an item.

What is VIVA’s refund policy?

Please click here for a comprehensive breakdown of our returns policy.

How often will I receive marketing emails from VIVA?

We will send you regular updates via email about great promotions and activities or changes to the service we provide.

How do I sign up for Marketing emails from VIVA?

You can register for our newsletters by entering your email address on the homepage.

How do I unsubscribe from Marketing emails?

To unsubscribe from our emails, you can click on the link at the bottom of our emails and your subscription will be cancelled.

How can I find out about vacancies?

All of our vacancies can be found on our Careers page.