Return Policy and Process
WE’RE AVAILABLE BY PHONE MONDAY-FRIDAY, 9 A.M.– 5 P.M. CST AND
BY EMAIL EVERY DAY, 9A.M.– 5 P.M. CST.
- Returns Policy and Process
If you are not 100% satisfied with your Viva La Brisa fan, you can easily return or exchange them within 14 days of purchase. Returns must be unworn, in the state you received them, and in the original packaging. Returns will be processed within 2-3 weeks of receiving them. ** Viva La Brisa discounted items are final sale and cannot be returned or exchanged. **
1) Email us at firstname.lastname@example.org with your order number to let us know you would like to initiate a return. Please indicate if you would like a refund, exchange or store credit. Our customer support team will get back to you to confirm we received your request.
2) Then mail your glasses back to our warehouse to the address below with a note in the box stating your name, order number, and if you would like a refund or exchange. If exchanging for a different style, please notate what style you would like instead. We highly recommend using a trackable service, so you get full visibility of the whereabouts of your package. We will not be liable for lost return packages.
Mail your return to:
Raposos LLC - Viva la Brisa
2400 John Hawkins Parkway
Hoover, AL 35244
3) Once we receive your return package it can take up to 2-3 weeks for us to process your return (store credit/exchange) and issue your refund to the same payment method originally used. You will receive an email notification when your refund, store credit, or exchange is processed. Refund amount will be for the cost of the product only, shipping fees will not be refunded.
- Tracking information
It can take up to 48 hours for the tracking information to update once you have received the automated tracking email. If there is no status or change on the tracking after 48 hours, please contact us via email at email@example.com and we will gladly give you an update or determine the status of your package.
Please allow 24 hours from the time of delivery for your tracking to update. USPS can occasionally mark a package delivered before it actually arrives, and can sometimes arrive 1-2 days later.
- Tracking status shows “Delivered” but I don’t have my package
It's our duty to process your order and ship it to you with tracking. If your order has been delivered according to tracking we are not liable for it's whereabouts beyond that. We recommend contacting the shipping agency USPS with your shipment.
That being said, please allow 24 hours from the time the package is marked as delivered for final delivery to occur. USPS can occasionally mark a package delivered before it actually arrives, and can sometimes arrive 1-2 days later.
- I haven’t received a shipping notification, when will my order ship?
We pack and ship most orders within 48 hours of you placing them. Our warehouse is open Monday through Friday and is closed all weekends and National Holidays.
You will receive an automated email with tracking information on the evening that your package is shipped.
- What if I put the wrong shipping address in my order?
It happens to the best of us! If you accidentally put the wrong shipping address here's what can be done:
If you placed your order within that last 2 hours we are usually able to make changes before your item is shipped. To make the change, you can give us a call at (Toll number, or email us at firstname.lastname@example.org. Please include your CORRECT address so that we can update it as quickly as possible. NOTE: Our offices are open Monday - Friday from 9:00 AM - 5:00 PM CST.
If you already received your tracking information we ask that you contact the shipping company that currently has your package in order to attempt an address change. Once the package has left our facility we have no way of changing this address and we are unable to contact the shipping company on your behalf for security and privacy reasons.
- Can I change or cancel my order once it has been placed?
If you need to update or cancel your order, please contact us immediately. We try to process orders very quickly, and once our warehouse has processed your order we can no longer make changes to or cancel your order.
We do not have the ability to add items to your order once it has been placed. Please place a new order with the items you want to purchase.
- USA Customer Shipping info
USA Domestic Orders ship from our Alabama headquarters. Unless otherwise specified or chosen your order will ship via USPS First Class or equivalent with tracking included. Your order will be processed within 24-48 hours depending on the time it is placed. We will email you tracking once it has been shipped.
Estimated Shipping Times:
First Class Or Free = 4-9 Days
USPS Priority Mail = 2-5 Days
USPS Express Mail = 1-3 Days
All shipments include tracking, we will send this to you via email automatically but you can also request it at anytime via email or phone. We are not liable for packages that show that they have been delivered but have not been received.
- Do you offer rush or express shipping
Yes! We offer USPS Express 1-3 Day.