Overview

Welcome to Vivo Music, your trusted supplier of music resources in South Africa. We’re committed to providing excellent service to our customers. Below, you’ll find our shipping policy detailing how we handle orders, delivery options, and more.

Ordering Options

1. Buy Online:
   • Browse our online catalogue and place your order securely.
   • Choose between three options:
     • Pick Up: Collect your order from our Cape Town store at 1 Duke Road, Rondebosch.
     • National Courier delivery: Have your order shipped to your preferred address through one of our partner couriers at a cost of R100.00
     • Southern Suburbs School Delivery: Have your order sent to your child’s school in the Southern Suburbs area of Cape Town on Thursdays at a cost of R40.00
2. Buy In Person:
   • Visit our physical store in Cape Town at the following address:
     • 1 Duke Road, Rondebosch.
   • Our normal operating hours, unless stated otherwise, are:
     • Mondays-Thursdays: 9am-4pm
     • Fridays: 9am-3pm
3. Email Orders:
   • If you can’t find the item you are searching for, please email your order to orders@vivomusic.co.za.

Collection & Shipping Details

• Collection
  • You will receive an email notification when your order is ready for collection.
• Domestic Shipping:
  • We offer shipping to any city within South Africa through our partner couriers.
  • Shipping cost are R100.00 for orders up to 5kg. Additional costs may apply for larger orders.
  • Estimated order processing time is 3-5 days for items in stock, and 10-14 days for items on backorder.
• International Shipping:
  • At this time, we do not offer international shipping outside of South Africa.

Order Confirmation

• When you submit your order, you will receive an email confirming that we have received your order and it is being processed.

Order Status

• You will receive confirmation of your order on an Invoice after placing your order. Please make sure we have your correct contact details.
• Should you not receive any correspondence regarding the status of your order within 24 hours, it might be that your contact details are incorrect, and we urge you to contact us to update your details.
• Upon receiving payment and if stock is available, we will dispatch the items in your order through your indicated shipping option as soon as reasonably possible. If items are not in stock and must be ordered, we will notify you of this and also communicate the expected time of arrival of the items.

Refunds and Exchanges

Vivo Music reserves the right to inspect any returned goods before any decision will be made on terms of the returns policy. Customers should choose carefully and not frivolously enter into transactions in the false hope and expectation that they may return the item for a refund or exchange.

Refunds

• To be eligible for a refund the following conditions must be met:
  • The item must be unused and in its original condition, or in the case of damaged items, must not be used or further damaged.
  • You must provide proof of purchase (order number, receipt, or email confirmation).
• We offer refunds in the following scenarios:
  • Defective or Damaged Items: If your product arrives defective or damaged, please contact us within 7 days of delivery.
  • Non-Delivery: If your order does not arrive, please inform us promptly.

Exchanges

• To be eligible for an exchange, the following conditions must be met:
  • The item must be unused and in its original condition.
  • You must provide proof of purchase (order number, receipt, or email confirmation)
• We accept exchanges for the following reasons:
  • Incorrect order: If the item you ordered is incorrect.
  • Incorrect Items: If we send you an incorrect item.

Return Process

1. Contact us at orders@vivomusic.co.za to initiate the return or exchange process.
2. Provide the necessary details, including your order number and detailed reason for return/exchange.
3. We will guide you through the next steps, including shipping instructions.

Exchange Shipping Costs

• For exchanges due to the customer ordering the incorrect item, the customer is responsible for return shipping costs.
• In cases of defective or damaged items, we will cover return shipping costs.
• Customers based in Cape Town who bought or collected their items in store are welcome to exchange their books at our store.

Exceptions

• The following items are non-returnable:
  • Digital Downloads: Sheet music or other digital products.
  • Discounted Items: Sale items are final and cannot be returned or exchanged.

Contact Us

Thank you for choosing Vivo Music! If you have any further questions, feel free to reach out to us via email or visit our store in Cape Town.