FREQUENTLY ASKED QUESTIONS
VIVIDMOO®
VIVIDMOO® Carry 22-Momme 6A Grade 100% Real Mulberry Silk Pillowcases | Fashion | Homeware | Lifestyle by Vividmoo. An American brand shop with original designs.
We use the highest grade (6A) long fiber mulberry silk, with a thickness of 22 momme, and enforce the strictest quality guidelines, including non-toxic dyes.
VIVIDMOO® specially commissioned and made to our exacting standards, developed and refined over Twenty years to provide the ultimate combination of shine, thickness, softness, and durability.
An independent third-party lab has scientifically tested VIVIDMOO®.
VIVIDMOO® strives to enhance your life-wear using luxurious silk and our elegant design, inspire our customers, and exceed 100,000+ people to live a more sustainable lifestyle looking and feeling effortlessly glamorous.
ORDERS
Generally, we need about 3 to 5 working days to process an order before sending it out. However, if you request the customization or monogramming service, please allow 7-10 working days in the processing time.
Once items are shipped out, we will send you a shipping email, including a courier track number for Order Details at the website below or through logging into your account.
The shipping time may vary from country to country.
If no tracking number is updated or the tracking information does not update for about five days, don’t hesitate to contact our email info@vividmoo.com.
Bulk Order Program
VIVIDMOO® wants to inspire people to live a more sustainable life. So we officially launched the bulk order program to invite you to join us to make silk available for more. So whether you want to improve your hospitality, airline service, etc., VIVIDMOO® will be a good choice!
General Questions
*What is the minimum quantity of a batch order?
At least 30. (But quantities less than 30 are negotiable)
*Do you offer wholesale accounts or dropshipping partnerships?
Yes. We offer wholesale partnerships now.
*How do I place an order?
Once you’ve received your quote and determined that you’d like to proceed, we will send you an invoice. At that time, we will also ask for your payment information. You can review your invoice and confirm your order before proceeding to payment. Upon receiving your payment information, we will place your order and send you the package tracking number once your order is shipped.
*Do You Offer Samples?
We do not send out samples for now. Please place an order directly through our website if you want to sample a product before ordering.
*Do you offer embroidery/customization services on your products?
Currently, we offer embroidery and size customization for part of the products. Please know that there is an extra fee for embroidery or custom service.
*Can I bulk order items that are out of stock?
If a specific colorway/size of a product you’d like to bulk order is out of stock or only available for pre-order, we’ll consider it after receiving your product list and let you know.
*Can I return all or part of my bulk order?
No. Bulk orders do not support the return policy for now.
More Information
To Receive More Information About Our Pricing or to Receive a Quote on a Potential Order, Contact Us and Provide as Many Specifics Regarding the Order as possible.
Please note that you can shop through the referral discount link you receive and not change the country website to another. For example, if the referral link takes you to our US website, you can only shop through it on the US website since we have different systems for different countries. And if you change it to another country, the link will not work anymore.
Recommender Share Coupon with Friends via Link (Coupon received via Email)
Conditions for Friends to use discounts:
1, Friends did not receive the same rewards discount before
2, Friends are new VIVIDMOO® customers
3, Friends are not the Recommender
4, Code can only use for purchases through the recommended discount link received, rather than changing the country site to another site
5, 20% Off Over $200 (the minimum amount varies by website)
Conditions for Recommender to get discounts:
1, Friends placed an order through the referral discount link sent from you
2, The Recommender was not rewarded by this Friend before
3, The Recommender will receive the coupon code within 48-72 hours after Friends placed the order
Conditions for Recommender to use discounts:
20% Off Over $500 (the minimum amount varies by website)
Please kindly contact info@vividmoo.com if you have further questions. You will receive a reply within 24 hours on working days.
Please note that you can shop through the referral discount link you receive and not change the country website to another. For example, if the referral link takes you to our US website, you can only shop through it on the US website since we have different systems for different countries. And if you change it to another country, the link will not work anymore.
Recommender Share Coupon with Friends via Link (Coupon received via Email)
Conditions for Friends to use discounts:
1, Friends did not receive the same rewards discount before
2, Friends are new VIVIDMOO® customers
3, Friends are not the Recommender
4, Code can only use for purchases through the recommended discount link received, rather than changing the country site to another site
5, 20% Off Over $200 (the minimum amount varies by website)
Conditions for Recommender to get discounts:
1, Friends placed an order through the referral discount link sent from you
2, The Recommender was not rewarded by this Friend before
3, The Recommender will receive the coupon code within 48-72 hours after Friends placed the order
Conditions for Recommender to use discounts:
20% Off Over $500 (the minimum amount varies by website)
Please kindly contact info@vividmoo.com if you have further questions. You will receive a reply within 24 hours on working days.
You can get the first order coupon code at the bottom of the page after signing up for your newsletter.
It will go to a page showing when you enter the email that you received your 10% off coupon code, and also, a confirmation email should send to you to confirm your subscription.
If you have not received your email, please check if you entered the correct email or if it went to the spam folder.
Our confirmation letter is sent out automatically by our ordering system. Contact us immediately if you have yet to receive a confirmation email within 12 hours of placing your order and yet have the payment charged from your credit card/Paypal account. We will confirm your order on our site and send you another email with your order number and details.
There are a few possible reasons that could cause this to happen:
You have entered an incorrect or not frequently used email address when registering on our website. Since our confirmation email was to the email address you registered with us, the letter will be lost.
You used the express checkout feature, which uses the email address associated with your Paypal account. This email address may not be the one you currently use, and I advise you to check both for our confirmation email.
Some email systems have filters that classify our email as junk mail to avoid getting to your inbox. However, recommend that you look into your junk mail folder before contacting us, as there is a big chance your email system blocked it.
The first thing to do is send us an email with all the necessary information or give us a call (email is preferred) stating you wish to cancel your order.
We cannot cancel orders which have shipped out. In other words, you cannot cancel the order once you receive our shipment notice.
Then please wait for your package to arrive and you may either keep it or contact us for return/exchange.
You will have to be responsible for the postage required to send the original item to our collection warehouse. In this case, Refunds return once upon reception of the order at our collection warehouse.
After the order ships out, you will receive a shipment email with the tracking number provided.
1. You can track your order status via Track Order Details.
US STORE: Submit Track Order Details
UK STORE: Submit Track Order Details
CA STORE: Submit Track Order Details
AU STORE: Submit Track Order Details
SG STORE: Submit Track Order Details
2. If you fail to receive the email or get the wrong tracking number, please submit a ticket on the top right, “Online Help” we will get back to you within 24 business hours generally. And if you are at the mobile version, please submit it at the bottom of the page.
Typically, it will take 3–5 business days to process your order, Delivery Time= Processing time+Shipping Time.
Customized or Monogramming Items： Please add 7-10 business days to your shipping time when you request a monogram or customization.
For presale items： your whole order will ship until the presale items are in stock if your order contains presale items.
Meantime, check the estimated ship-out date on the product page. Once we receive the merchandise, we will send your order to you.
We’re sorry that we do not support split shipments at the moment.
For shipping details, please check the Shipping Information page.
Please feel free to contact us if you have further requests.
On occasion, we cannot avoid additional customs or import duties. If there are any duties or fees due to customs inspections or any other costs charged, please keep the receipt of the payment and contact VIVIDMOO® customer service by submitting a ticket or online chat.
Product
How to customize products and monograms on products?
Get up close and personal with VIVIDMOO’s world of monograms and customization. Adding a finishing touch to your silk pieces or customize your goods according to your body exactly, we’ve got you covered. For more details, please refer to the below.
1. Customization
a.Silk Sleepwear:
Please go to the product page and tick the customization form. And then fill in your detailed measurements. Please note an additional USD 50 will charge as a customization fee.
If you still have other special requirements, for example, you want to change the style of the sleepwear, you can leave a message on our website when you check out or submit a ticket. We will reply to you within 24 hours on business days.
b. Silk Bedding
Please submit a ticket before placing your order if you want to customize silk bedding, such as comforters, fitted sheets, and pillowcases. Then, when you offer the necessary information like momme weight, size, silk weight, etc., We will make sure whether we can make that and ask the price of the customized products, and if you can accept the price, we will send you the payment link. Please let us know after you finish payment so we can add the customized products and process your order as soon as possible.
Attention: The reasonable size difference is within 1 inch (2 cm), which means if your item is 1 inch larger or smaller than the measurements you offered, it is not defective.
2. Monogram
a.Silk Sleepwear:
Just go to the product page and click the monogram box. And then, enter the monogram text, select the font and the thread color, and save monogramming. Please note that an extra USD 20 for each monogrammed item.
For any specific demands on the quantity or position of monogrammed items, please submit a ticket on the top right, “Online Help” we will generally get back to you within 24 business hours. And if you are at the mobile version, please submit it at the bottom of the page.
b.Silk Bedding:
If you want to monogram your silk bedding, such as fitted sheets, and pillowcases, the process is the same as monogramming sleepwear. You can see the options on the item page. We are sorry that the silk comforters and pillows are unavailable for the monogramming service.
Attention: All customized and monogrammed products cannot be returned or exchanged once sold.
You can choose from two options: regular or gift packaging.
If you want it in regular packaging, you do not need to do anything. Standard packaging is free of charge, and once your order goes through our website, it will ship in regular packaging.
II. If you want gift packaging for your order, you need to tick the “Gift Box With Ribbon” when you check out (you will be extra charged for gift packaging). Also, you can leave your gift message to the recipient. Here it is easy to manage it.
Although 16mm and 22mm silk pajamas have a lot in common as they belong to silk products, you should know some evident differences.
1. Wear & Tear resistance:
19 momme silk is considered entry-level high-end silk and resistant to wear and tear. However, pajamas and other nightwear are subject to much more helpfulness (and washes), unlike bedding products. As such, the old 19 momme silk could not satisfy our original intention for it to last up to 10 years, while the 22 momme line can easily do so.
2. Durability:
Similar to the point above, but slightly different. While wear and tear resistance is part of the overall durability criteria, durability, in this case, refers to the fabric’s ability to withstand casual or accidental mistreatment that happens on a fairly frequent basis. For instants, it is not rare for silk to be mistakenly thrown into the wrong washing cycle with the wrong materials/detergents, dried with a drying machine for hours on end, etc., and a lot of the time, the owners don’t realize that they might have used the wrong method. Unfortunately, 19 momme silk could be more assertive in its ability to deal with these occurrences when compared with its 22 momme counterparts.
3. Fabrics Aging:
Silk fabrics age over time and become dull, and some factors help determine the speed at which this aging process happens. Some of the most notable characteristics include washing frequency, water quality, and amount of usage, and one aspect overlooked is fabric density. Lower-quality silk, such as the one used in women’s lingerie, can quickly become dull after a few washes. Meanwhile, 19 momme silk generally loses its original shiny exterior after 5-6 months of usage. 22 momme silk can last up to 2 years before you notice that it has begun to dull.
SHIPPING
Yes, we can ship anywhere in the world!
We will provide you with the tracking information after your order ships out.
Usually, the VIVIDMOO team will fulfill the order within 3-5 business days. Customizing customer monogrammed embroidery requirements or dimensions usually takes another 7-10 working days.
In general, it takes about 2 to 10 business days to arrive. The arrival time varies from country to country.
VIVIDMOO is running her business globally. Depending on the items you order, your shipment may come from our Italy, the US, or China warehouse.
For every customer, we include the cost of Customs Duties & Taxes in your order. The price you see at checkout is the price you pay, and there are no additional charges.
PAYMENT
You can try these methods as follows：
1. We suggest you change a device or browser and try again. Sometimes certain aspects of checkout won’t display or function properly.
2. And you should try and check out using PayPal express check out to see if that helps.
3. If you still need help, you can give us the SKU, quantity, color, and size you need, and we will send you a payment link for you to pay.
4. And you can also leave a message for an assistant. The phone service is TEL: 609-521-8990 from 9:00 am to 5:00 pm PST (Monday to Friday).
If you still need help, please contact our email info@vividmoo.com and let us know in detail, and we’ll investigate further.
The available credit card options are listed above. The credit card companies listed above are this website’s most commonly used credit cards.
Currently, we provide more straightforward, more efficient, and more secure Paypal payments to ensure you an outstanding shopping experience with us.
A. No need to register, use a credit card or debit card through Paypal
We offer customers a seamless and more secure experience by adding PayPal. This payment method is easy but safe, as you don’t need to register. Just fill in your credit or debit card numbers to pay.
B. Create a Paypal account to make payment
*** Please note ***
No matter what methods you prefer, you need to select your items and add them to your shopping cart, that’s for sure. In addition, registering with us first would be very helpful for shopping with us since you will get rid of the trouble of entering your information repeatedly. Plus, you can manage your account, check your VIVIDMOO® points, and quickly get informed of your order status.
Please consult your card-issuing bank for information about your transactions on our site.
Customers may incur a 2%-3% international transaction fee.
VIVIDMOO® does not collect your credit/debit card number or personal information when you make a payment.
Please get in touch with your credit card issuer for further support if your debit cards might not be acceptable at checkout. We apologize for any inconvenience.
VIVIDMOO® website accepts several payment methods, such as PayPal, Klarna, Visa, MasterCard, Discover, DinersClub, Poli, etc.
Payment may be declined for several reasons since you paid via different payment methods.
If your payment via PayPal is declined, you might need to:
.Confirm the email address associated with PayPal.
.Update the expiration date or billing address associated with your credit or debit card.
.Confirm your credit or debit card, so we know you’re the card owner.
.Go through a security check so we can confirm your identity.
.Resolve a limitation placed on your account.
If you paid via Klarna:
. Attempting too many purchases in a short amount of time may result in being rejected (fraud prevention)
. The approval decision is not based solely on credit score but on multiple internal data points such as past payment history.
If you have trouble paying via credit card:
Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have yet to reach the card limit or that the bank does not suspend your card for review.If your payment is refused, try another card at checkout or pay us via PayPal.
You should contact the payment method provider directly if you want further information about being declined.
Only one coupon code is eligible per order.
On the checkout page, enter your discount code in the Promo code bar, then APPLY, and the coupon will be applied successfully.
The money will execute paid split-second once it is authorized. A confirmation email will be delivered for approval of your order.
But if your card is not endorsed or is under pre-authorization status, payment will not be taken. You may contact your bank or card issuer to authorize the payment.
Please note that even if a payment isn’t approved, the transactions with VIVIDMOO® will continue, which occurs because some card issuers still hold the funds for a short period. We will process your order once we receive the payment, or you can choose to cancel the unpaid VIVIDMOO® order.
1. Please be sure that the code has stayed active.
2. Please be sure that the code meets the conditions of use. Some codes are only available for certain selected items or require more than a specific price.
3. Please note that some promo coupon codes apply only to full-priced items. They will not apply to an item that is on sale.
To check how many VIVIDMOO® Points you have accumulated please log into your VIVIDMOO® account->select the “MY POINTS” section.
You must create an account on our website first to be eligible for the reward points.
If you want to apply the VIVIDMOO® Points you have when you purchase, the suggestion is to sign in to your registered account on our website before adding the items you want to your shopping cart. VIVIDMOO® Points are usable on every purchase you make on vividmoo.com.
When it turns to the checkout page, you apply to wish for the reward points, and an option is given to enter the number of VIVIDMOO® points.
The amount will be applied to the total of your current purchase instantly.
VIVIDMOO® Points earned from the purchase cannot be used for the same investment but will be usable for later purchases.
*Do I need to register on the website first?
–No need to register. Use a credit card or debit card through Paypal to check out.
We recently added Express checkout to allow payment without registration on our website. To use it, you have to log out of our website. Just fill in your debit card or credit card numbers to pay. It’s very safe.
*Attention!
Using this feature will bring you directly to Paypal. It allows you to skip the steps where you have to enter your email and your billing/shipping addresses. The email addresses associated with your Paypal account will automatically use instead.
*Are there any limitations?
Yes, there is a drawback. Since you have yet to register from our system, you will not be able to check the status of your order from our website and must rely on the tracking number of the delivery companies. You could decide if you prefer better tracking or a quicker checkout.
Detailed personal information may be required to authorize your order.
If you have asked to authorize your order, it has been randomly selected and placed on hold by our fraud prevention team for further verification.
It is our responsibility to protect our shoppers from any unwanted billings.
If the order has not been authorized after one week, we are forced to believe it is fraudulent, and the order will be subject to cancellation without further notice.
*We accept the following currencies:
US Dollar, Australian Dollar, Canadian Dollar, Euro, Pound Sterling, Singapore Dollar,
Japanese Yen, Swiss franc, Mexican Peso, Swedish Krona, New Zealand dollar, Danish Krona
MY ACCOUNT
To create a VIVIDMOO.COM customer account, we will ask you to provide us with an email address and choose a password. Once your account creation, you can enter your billing address, create a delivery address book, and save your favorite VIVIDMOO® stores so that they appear when you complete your order.
You can modify your password, the email address linked to your account, and your address book. You can also manage the payment methods you have registered as favorites. You must access your customer account and go to the “Personal data” section.
If you’ve forgotten your password, you can reset it in the REGISTER section. You’ll receive an email with instructions on how to change your password.
If you don’t receive the email, you may not have an account with us or have placed orders as a guest.
Yes, click on the “Be the first to receive the latest news” section on the home page or user account.
Enter your email and select your preferences to receive information about the latest news, lookbook, and VIVIDMOO® events.
The e-receipt is a commitment to minimize environmental impact and reduce paper consumption.
You will only receive an e-receipt with all your online orders.
– EMAIL The e-receipt will be attached in PDF format in the shipping confirmation email
– WEBSITE You can access it in My account> Invoices
SECURITY & PRIVACY
The security and privacy of your personal information are of the utmost importance to us.
All the transactions made on VIVIDMOO.COM are secure, and we recommend using PayPal payments, which are safer worldwide. The padlock symbol next to the page’s address bar beginning with “HTTPS” indicates that you are in a secure setting.
We also utilize a secure socket layer (SSL) technology where any personal information obtained through VIVIDMOO.COM is private, maintained in a safe and protected environment, and will never be released to any unaffiliated third parties.
We will use your data (collected online or in person), among other purposes, to manage your registration as a user, to manage your purchases of products or services, to respond to your queries, and, if you wish, to send you our customized communications.
We have legal standing to process your data for various reasons. The main one is that we need to process them to perform the contract you accept with us when you register and when you purchase or enjoy any of our services or functionalities. However, other reasons also enable us to use them, such as our interest in responding to your queries or the consent that you give us to send you our newsletter, among others.
We share your data with service providers who provide us with assistance or support, these being companies in the Inditex Group or third-party collaborators with whom we have agreed.
You have the right to access, rectify or delete your data and to lodge a complaint with your national data protection authority at any time. To object to us using your data or their portability is entitled to other rights.
SILK GUIDE
Momme [mom-ee] measures silk fabrics’ quality, indicating the silk’s weight. One momme = 4.340 grams per square meter. Eight mommes is approximately 1 ounce per square yard or 35 grams per square meter. Momme, often abbreviated as mm, is defined as the weight in pounds of a piece of fabric sized 45 inches x 100 yards.
***Higher momme count silk is heavier with a denser weave and thicker individual silk fibers than lower momme count silk.
***Higher momme count silk is also more costly. The thicker or heavier the silk, the more it drapes.
***Higher momme count silk is also longer it lasts.
More reputable suppliers measure the momme at different stages during the production process rather than at the end.
Vividmoo customers have repeatedly remarked how amazed they are.
A quick look at the typical momme (mm) range for common weaves of pure silk can further clarify the meaning:
Not all silks are equal. The most well-known and popular type of silk is Mulberry Silk – while it is esteemed silk steeped in history and our preferred silk here at Gingerlily, it is not the only type of silk. There are several different types of silk, made from various sources and produced differently. We explain more about each type of silk and why we think Mulberry silk is the finest silk to use in VIVIDMOO® merchandise.
*** Charmeuse *** 12 to 30 momme (typically used in a silk pillowcase， bedding， nightwear, and fashion)
Woven with a satin weave, Charmeuse is a soft, lightweight fabric with a nice drape. Often confused with satin, Charmeuse also has a lustrous shine on one side and a dull matte finish on the other. The difference between the two is that Charmeuse is a shinier fabric.
*** Chiffon *** 6 to 8 momme
A sheer, elegant fabric with a slightly rough gauze-like texture and a beautiful drape made from fine twisted fibers, Chiffon silk, is a lightweight fabric with a slight stretch.
*** Dupion Silk ***
Textured appears a plain-weave, tightly woven double-thread silk with a crisp. Woven with different-sized weft and warp threads produce a robust and durable fabric with a lustrous shine. Notice the occasional black speck which may run through the weave, which is part of the original cocoon of the silkworm.
*** Silk Satin***12 to 30 momme (typically used in a silk pillowcase， bedding， nightwear, and fashion)
Oozing lux textured, pure satin is a precious material with a rich look and feel. The glossy, shiny surface is smooth to the touch and emits a mesmerizing shine.
*** Velvet ***
A luxurious, medium-to-heavy-weight silk fabric made with multiple warps and wefts. Unusually soft and creates a beautiful drape with a premium shine that catches the light in different ways.
Mulberry Silk
Mulberry Silk is the world’s favorite silk and accounts for around 90% of silk produced globally. It is popular because it considers being the highest quality silk produced by the mulberry silkworm Bombyx mori.
Mulberry silk is the most popular and finest quality silk. It is exceptionally soft and shiny. Muga, tussar, and eri are the different types of silk.
The difference is in the type of worms producing the yarn and the kinds of leaves they eat.
Mulberry Silk is obtained from BOMBYX MORI feeding on MULBERRY leaves.
Tussar Silk is obtained from ANTHEREA MYLITTA, feeding on ARJUN and ASAN leaves.
Muga Silk obtains from ANTHEREA ASSAMENSIS feeding on SOM and SUALU leaves.
Eri Silk obtains from CYNTHIA RICINI, feeding on CASTOR OIL leaves.
The eri silkworm is the only completely domesticated silkworm other than Bombyx mori.
STANDARD 100 by OEKO-TEX® is one of the world’s best-known labels for textiles tested for harmful substances， which is an independent research and testing institute for product safety and sustainable production in the textile industry.
Textile products award the STANDARD 100 Certification if, based on the extensive OEKO-TEX® criteria catalog, they successfully test by one of the OEKO-TEX® partner institutes for chemicals that pose a health risk and therefore contribute to adequate consumer protection.
For a product to be certified and allowed to carry the STANDARD 100, every component is tested, including zippers, buttons, linings, and sewing thread.
The certification system is, in many cases, more comprehensive and strict than required by national and international standards. So Oeko-Tex® is aiming to be one step ahead. The criteria change consecutively according to new results within medical science. The limit values are updated each year.
Certification is valid for 12 months, and the International Oeko-Tex® Association control tests yearly, at least 25% of all issued certificates by performing the sampling. Oeko-Tex® also controls the product once a year in collaboration with the product owner to ensure it still fulfills the requirements.
*** The burn test ***
Burning natural silk smells like burning our hair. The ash from burning raw silk is crispy and becomes powder once you rub it.
*** Hand touch ***
Touch your silk and get a good feel for its smoothness of it. Natural silk is entirely smooth to the touch, with a soft and almost waxy feeling. And also, rub your fingers on the silk fabric; you will feel very soft and yielding. When rubbing two pieces of silk fabric together near your ear, you will hear a crunching sound like walking on snow.
*** Soak ***
Soak an actual silk fabric sample in chlorine sanitizer or detergent, and it will gradually dissolve.
EXCHANGE & RETURN POLICY
We love our customers. You are our highest priority.
Most of our products are for private and personal use or customization, so please respect the following conditions for returning items:
Items must be returned unworn, unwashed, and undamaged with all original tags attached. Items that include a bag or box or contain complementary items (e.g., covers, labels, etc.) should return in their original condition, Which is why they come with a protective device (sticker or small plastic strip). If they are producing, it’s essential they still have this protection and are in the same condition in which they received it.
①Silk Underwear② Lingerie③Customized Items,④Monogrammed Items.
These are in contact with intimate areas or customization, and the above items cannot be returned, refunded, or exchanged.
①Silk Pillowcases②Bedding③ Nightwear ④Fashion⑤Accessories
All of them come in cardboard packaging. These could return in their original packaging, intact and sealed. Packaging must have yet to open/handle.
Product packs
Product packs (packs of more than one item), e.g., packs of eyemasks, lingerie, etc., are treated as one item, so their packaging must not be open and partial packs or individual items cannot return.
Exchanges or returns of commodities altered and personalized at the customer’s request cannot accept, nor can items purchased in another country.
We only accept returned items that were sent back by you directly after checking with us first. Note: Please make sure that you will return the package to our agreed return address. Or it will affect the processing of your return.
Suppose there is doubt about the condition for return. In that case, VIVIDMOO’s specialized staff’s criteria will always prevail, after inspection and checking of the item, to guarantee that products fraudulently return when they have been used or are in poor condition.
You can check the status of your return or exchange under your VIVIDMOO Account.
You must request a return by emailing info@vividmoo.com within one week (7 days) of receiving the item.
If you return for a refund, it will be issued to your original payment method within 3 to 5 business days of receipt of your item(s) or in the form of online credit. Refunds cannot return to alternate cards or different forms of payment. Please note that payment processing is beyond our control and may take up to 7-10 additional business days for the funds to credit to your account used during checkout.
If you return for exchange, the replacement order will dispatch within one week.
Note: Please keep the tracking number or return receipt for checking.
We apologize genuinely for the inconvenience caused and thank you for your kind understanding.
Please note that the exchange option is not available. If you wish to receive another item, you will have to proceed first with its return and make a new purchase.
Please refer to their specific conditions in the “Gift Card” section for returns of physical gift cards purchased online.
If you have received a defective or stained item or a wrong item you did not order, please submit “ Help” we will get back to you within 24 business hours generally. And you can also contact us via Live Chat on business days.
Please make sure not to return anything before sending the message so we can process the return for you and provide you with the necessary information for the return.
When sending the message, please enclose
*** the order number,
*** the SKU number of the item,
*** a description of the issue,
*** a few clear photos to show us the exact problem.
We will get feedback to you ASAP.
We will offer a full refund for you on all returned unworn, unwashed, and undamaged items with all original tags attached. (exclude return shipping fee and unreturnable items)
Coupon codes and VIVIDMOO.COM points will not refund as monetary value.
We are sorry if this happened. Our Customer Service Team will take care of this issue for you. Don’t hesitate to get in touch with us at info@vividmoo.com
SILK CARE
Typically and traditionally, silk is hand wash and dry clean only. Ours, the highest quality, are machine washable but still silk and need as much care as given.
ALWAYS use a ph neutral liquid detergent/fabric softener. Silk is a natural protein fiber, and washing in a solution that’s too acidic or alkaline can cause the silk to harden in a single wash. If you can’t find a detergent that specifies ph level, go for one that identifies silk. Do not use bleach products.
Another essential factor is water temperature. Even slightly above 30 degrees Centigrade or 85 degrees Fahrenheit can change silk dramatically. The safest method if your machine doesn’t specify exact heat settings is either cold or just one level above cold.
A soft bag is optional, depending on your washing machine and whether or not it tends to grab items and tear them.
If you wish to maximize the life of your silks, hand washing is the ultimate method.
The gentler you wash your VIVIDMOO® silks, the longer they will keep their sheen. The shinier it is, the better it will ‘slip,’ which is one of the benefits of its health and beauty qualities.
The same goes for drying your silks, do not place them in the tumble dryer.
In other words, the better you care for your VIVIDMOO® pure silks, the better it will care for you.
Hand-washing silk is our recommended mode of cleaning silk. Almost all silk can be hand washed (preshrink before sewing to keep fabric shrinking away). If you have hard water, add a spoonful of borax to the washing water.
Use lukewarm water, mild, non-alkaline soap (such as Ivory Liquid), or baby shampoo. While rinsing, you can add a few tablespoonfuls of distilled white vinegar to the rinse water to neutralize alkali traces and dissolve soap residue. Or, add a few drops of hair conditioner to the final rinse water for an extra silky feel.
Avoid soaking silk for any more than a few minutes.
Do not use harsh detergents that contain bleaches or brighteners.
Do not wring or twist; roll in a towel to extract water.
We recommend hand washing silk, even those garments labeled safe for machine washing. If, however, you do wish to machine wash silk, please use Delicate Cycle and mild detergent (such as Woolite®)
Do not use detergents that contain enzymes and brighteners.
Use the shortest spin cycle.
In a top-loading machine, we strongly recommend using a mesh bag for extra protection (this step would not be necessary for a front-loading device)
Always separate your colors.
Hang silk to dry. The silk garment will hold its shape.
Like any fine fabric, never use direct sunlight to dry silk clothing. Doing so can damage the silk fiber and fade the color. Wet silk may turn yellow in direct sunlight or on a radiator.
Don’t use a wooden drying rack, as the dyes & finishes can leave stains.
We do not recommend drying silk in a clothes dryer since it can damage silk in two ways:
(1) excessive temperature and heat dull the silk fabric and may also shrink it.
(2) friction with the dryer drum might cause yarn breaks or white streaks.
If you wish to use a dryer, use the heatless AIR FLUFF setting.
Silk Care: Green Organic Dry Cleaning
Most of the silk marketed by VIVIDMOO® company can be hand-washed and does not need dry cleaning.
Perchloroethylene (commonly known in the trade as “perc”) is the most widely used solvent in the dry cleaning business. It is highly toxic and carcinogenic. Any garments dry-cleaned from such chemicals should lift in an airy outdoor environment for some time so the fumes go into the garment entirely.
Better yet, we recommend that our customers look into green dry cleaners or organic dry cleaning services that use safer and non-toxic methods such as liquid CO2 or silicone-based solvents.
Researchers found that liquid CO2 and silicone-based solvents (used by organic and green dry cleaning establishments) were safer n a test conducted by the Consumers Union and much more effective dry cleaning agents compared to conventional toxic solvents.
To locate organic/green dry cleaners in your area that use silicone-based solvents, please refer to the website of Green Earth Cleaning (organic/green dry cleaners):
http://www.greenearthcleaning.com/rostersearch.asp
For more information on liquid CO2 cleaning (a green/organic dry-cleaning system), please refer to the website of Cool Clean Technologies:
http://www.co2olclean.com/process
Some Dry Clean Only fabrics (rayon, lace, etc.) are delicate and cannot withstand a washing machine’s agitation. Other Dry Clean Only materials (wool, for example) would shrink if washed in water.
Occasionally, however, the Dry Clean Only label may mean that the manufacturer needed to be more careful and did not bother to preshrink the fabric or chose dyed fabrics that were not colorfast.
The silk fabric used in our production is guaranteed to preshrink. After hand-painting, every garment goes through an elaborate process to ensure colorfastness.
If necessary, press the silk garment inside out while damp using a cool iron setting (“Silk” setting on the iron)
Do not wet locally, as this may cause water stains.
Too much heat can dull, pucker, or burn silk fabric. Remove most silk wrinkles by steamer generates gentle, long-lasting steam do the ironing for you!
Minor silk wrinkles should disappear if the garment hangs overnight
can remove stubborn wrinkles with a cool iron set on “silk.”
Better yet, hang your silk garment in the bathroom during a shower. Humidity will remove the wrinkles for you.
Please consult with your dry cleaner.
As with all delicate fabrics, NEVER use chlorine bleach on silk, as it will erode the fiber (not to mention the fabric discoloration)
Please consult with your dry cleaner.
As with all delicate fabrics, NEVER use chlorine bleach on silk, as it will erode the fiber (not to mention the fabric discoloration)
Silk Care: Travel Tips
Pack your silk commodities as you would any other clothing. Hang it after unpacking. Minor wrinkles should disappear overnight.
Better yet, hang your silks, removing wrinkles by steamer for you.
We’d love to hear from you. Inquires- info@vividmoo.com
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