General Frequently Asked Questions

Q. How do I register?
A. Registering is simple! Just head over to our sign-up page to join our VividLush community to be able to buy our fantastic variety of nutrition supplements.

Q. How do I change my account details?
A. It’s easy to make changes to your details, whether it’s your payment information, password or address book. Log-in to your account and you’ll find all the options you need.

Q. Are my personal details safe if I create an account?
A. There’s no need to worry, we’re DPA-compliant meaning we care about keeping your details safe.
For more information, please visit our Privacy Policy page.

Q. I have forgotten my password. What should I do?
A. Don’t worry, by heading to the log-in page and selecting ‘Forgotten your password’ you’ll be on your way to getting it reset in no time!

Q. How do I unsubscribe?
A. If you don’t want to receive our exclusive offers and promotions, then you can log-in to your account and select the ‘Email Preferences’ option to make this change.
Don’t forget, you can choose to re-subscribe at any time!

Q. How do I track my order on the website?
A. This is currently unavailable on the website. Please contact customer services by sending an e-mail to customerservice@vividlush.com.

Q. I’ve got a new email address; how do I change it?
A. Log onto the website using your old email address and password, click Edit My Details on My Account Screen. Enter your new email address, then your password. Click Save Changes. Your new email address will now be saved, you will need to use this next time you log in.

Q. I have moved to a new house, why haven’t my details changed as I have notified you?
A. The website runs independently, if you have moved to a new house and notified us our main mailing records will be updated, however we are unable to change the details registered against your account on the website. Please therefore login to your online account and edit the details accordingly.
Click on My Account, then Manage My Addresses, enter all the new address details in the fields, enter Password, and click Save Changes. This will then save the new address as the Invoice address and delivery address (if not using a different one!).

Q. Can I see my Order History?
A. Log into your account, go to My Account. On the left-hand side, you will see view previous orders. Click on this, details of all online orders will be shown.

Q. How do I search for the products I want?
A. There are several ways to search for products.
By Ailment, if you know the ailment you are searching for click on the ailment and the products will appear of which aid the ailment. (this also gives a description of the ailment).
Browse by category, which if you know the product type then click the category and the products in this field will appear (this also gives a description of the category).
Search field. You can type in the description of the product or part of the name and this will bring you to the closest matches.

Q. I have put a product in the basket which I don’t want. How do I get it out?
A. In your basket you will notice a quantity box with a minus and plus either side.
At the bottom of the product list is a remove button.
Amend the product you wish to delete to zero by either typing zero or by using the minus button then click remove and the item will be deleted from your order.
Click update and allow the screen to refresh before commencing with your order.
There is also an option of ‘Save for later’ which may be used to hold products until you are ready to place your order.

Q. How do I empty my basket?
A. Go to your basket, click Remove on each product line, until your basket is empty. Then Click Update.

Q. My Visa verification is asking for a password, what is this password?
A. To protect your card online with your bank, you would have chosen a password to authorise payment from your card. If you have forgotten the password, please click the link on the pop up and this should then direct you to your banks website to answer security questions and then reset a new password.
For security reasons our website does require a verification password when taking payment, if you have not yet set this up, please follow the links on the screen where you will be able to set up an applicable password.

Q. I have placed my order, each time I click checkout, I am asked for my full name and address details?
A. If you have previously registered, click sign in on the top of the screen and use the email address and password to enter.
If you are a new customer click new registrations, enter your postcode and house number, then click register. This will bring up a blank form for you to complete with your details, you will also be prompted to choose a password which will be used each time you login to the website.

Q. I have entered a quantity of 4 for a product but I only want 2, how do I change it?
A. In my basket the quantity field next to the product will show 4, click the minus button on the left-hand side twice and wait for the screen to refresh. The quantity should now show 2. The minus and plus buttons are there to reduce or increase the quantity already entered in the quantity box, click update at the bottom of screen.

Q. I am trying to register, but cannot find my country on the drop-down menu, why is this?
A. There are several reasons why a country may be missing from the drop-down list. If you cannot find your country, please e-mail customerservice@vividlush.com

Q. The website won’t take my card.
A. You may be using a card that we do not allow. Please ensure the card you are entering is either a Mastercard, Visa or Maestro. We do not accept any other card type. Ensure that all required card fields are being completed. If using a Maestro, ensure that a start date and / or expiry date or issue number of the card are included.

Q. Am I able to order with a different currency?
A. You can change the currency on the website by clicking on the currently icons at the bottom right hand side of the page. The currency figures will then change to the current exchange rate. However, payment this conversion is for information only, we currently only accept sterling payment based on the rate of exchange at the time of ordering.

Q. Can I re-order the same as last time without adding the products to the basket again and submitting Payment?
A. Unfortunately, we do not have this facility on the website. Please create a new order each time for your requirements.

Q. The website won’t take my card.
A. You may be using a card that we do not allow. Please ensure the card you are entering is either a Mastercard, Visa or Maestro. We do not accept any other card type. Ensure that all required card fields are being completed. If using a Maestro ensure that a start date and / or expiry date or issue number of the card are included.

Q. I want to change the delivery address; how do I do that?
A. To change the delivery address, click on Change delivery address on the right-hand side of the page within the checkout screen. You will see New Address, type in the address details, then click Use address. This will then refresh the checkout screen using the new delivery address. Please ensure your deliver address details are correct before clicking Proceed to Payment. All previous delivery addresses are retained against customer account, allowing use in future if required.
You can view your delivery addresses in your address book by going to My Account, My Address Book.