Frequently Asked Questions

Simply browse our shop, add products to cart, go to checkout, fill in your shipping details, choose a payment method, and click Place Order. You will receive a confirmation email once the order is placed successfully.

Yes, you can cancel your order anytime BEFORE the item is dispatched. To cancel, go to My Account → Orders → Cancel, or contact our support team with your order number. Once shipped, you can request a return within 7 days of delivery.

After dispatch, we send you a tracking link via SMS & email. You can also log in to your Vivid Mart account → Orders → View Order for real-time tracking updates.

Contact us immediately (within 24 hours of delivery) with photos of the product, packaging, and the courier manifest. We will arrange a free return pickup and send a replacement or full refund as you prefer.

Yes! We offer special pricing for bulk purchases, corporate gifts, and dealer inquiries. Please fill out our Enquiry form or call our sales team for a personalized quotation.

We accept Visa / MasterCard Credit & Debit cards, Internet Banking, UPI-style payments via Razorpay (Sri Lanka & India), Stripe for international cards, and Cash On Delivery (COD) for eligible areas.

Absolutely! All online payments are processed through Razorpay and Stripe, which are PCI DSS Level 1 compliant payment gateways. The entire website uses SSL (HTTPS) encryption. We never store your card details on our servers.

Occasionally payments may be authorized but not captured due to network issues. If this happens, the amount is automatically reversed by your bank within 5-7 working days. Send us the transaction screenshot and we will resolve it within 24 hours.

Sorry, promo codes and discounts cannot be applied after an order is placed. Coupons must be entered at checkout before final payment.

We are working on introducing EMI options with select banks. Please check our website or follow us on social media for updates. Currently, we support one-time full payment at checkout.

Most orders are dispatched within 1-2 business days and delivered in 2-5 days depending on your location. Colombo & suburbs: 2-3 days. Outstation: 3-5 days. Remote areas: 5-7 days.

Yes! We deliver across all 25 districts of Sri Lanka via our trusted courier partners.

Shipping charges are calculated at checkout based on your pincode, order weight, and product size. Orders above LKR 10,000 qualify for FREE island-wide shipping!

Currently we only deliver within Sri Lanka. For international enquiries (Maldives, Singapore, etc.) please submit a custom enquiry form and our team will get back to you with shipping options.

The courier will call your phone before delivery. If missed, they usually attempt redelivery the next working day (up to 2 attempts). After that, the item is returned to our warehouse. You can also call the courier to reschedule.

We offer a 7-Day Return Policy. If the product you received is damaged, defective, incorrect, or does not match the product description, you can return it within 7 days of delivery for a full refund or exchange.

If the return is due to our error (wrong, damaged, or defective product), we arrange a free pickup and bear all costs. For change-of-mind returns, return shipping fees and a 5% restocking fee may apply.

Personal hygiene products (ear tips, earbuds, face masks), digital goods / gift vouchers, custom orders, perishables, and sealed software/media with broken tamper seals cannot be returned — unless they arrived defective.

Once we receive and inspect the returned product (usually 2-4 days after pickup), refunds are initiated within 24 hours. The actual time to appear in your account depends on your payment method: Wallet / Bank transfers — 2-3 days, Credit/Debit cards — 5-10 working days.

Most of our electronics come with official manufacturer warranties (specific warranty period listed on each product page). Warranty claims are processed as per the brand's official policy. Contact us and we will help you with the entire process.

Not necessary! You can checkout as a guest without creating an account. However, creating an account lets you track orders, save shipping addresses, manage wishlists, and get exclusive member discounts easily.

Click on Login → Forgot Password. Enter your registered email address and we will send you a secure password reset link. The link is valid for 60 minutes.

Log in → Go to My Account → Profile Settings. Here you can edit your personal details including name, email, phone, and addresses. For security reasons, changing your registered email may require verification.

Absolutely! We take data privacy seriously. Our full approach is documented in the Privacy Policy page. We never share, rent, or sell your personal data. Your passwords are stored with strong encryption.

We're sorry to see you go! To request permanent account deletion, email [email protected] from your registered email. Your data will be removed within 30 days (subject to any legal retention requirements).