Vivobarefoot Customer Service — Expert Guide

Overview and what to expect

Vivobarefoot operates a centralized customer-service model through its official website (https://www.vivobarefoot.com) and region-specific storefronts. Expect a professional support flow: initial acknowledgement within 24–72 hours, a standard case-management lifecycle (triage → verification → resolution), and escalation paths for complex warranty or repair requests. Many direct-to-consumer footwear brands, including Vivobarefoot, prioritize digital channels (support portal, email, live chat) over phone for efficiency and traceability.

In practice this means most routine issues — returns, size exchanges, delivery queries, and basic warranty claims — are resolved within 3–10 business days from first contact. More complicated issues such as repairs, resoling or cross-border VAT/duties disputes commonly take 2–6 weeks. If you need same-day attention (for example a corporate order or press request), note this explicitly in your first message and provide an order number; Vivobarefoot and similar brands usually triage such cases higher.

How to contact Vivobarefoot and what to prepare

The single most reliable entry point is the Help/Contact section on the official site: https://www.vivobarefoot.com. That portal logs your case and generates a ticket number you can reference in follow-ups. Vivobarefoot typically offers region-aware contact options — email, webform, and live chat — and publishes country-specific shipping and returns pages. If you bought from an authorized retailer, the retailer’s return policy may apply, so have that receipt ready.

When contacting support, prepare clear evidence and concise facts to speed resolution. Include order number, purchase date, model name and SKU, size, a short description of the problem, and time-stamped photos of the defect. For proof of wear vs manufacturing defect, include photos of the entire shoe, close-ups of stitching/sole separation, and a photo of the original packaging or receipt if available.

• Minimum data to include in any claim: order number, country of purchase, model name/SKU, photo of the issue, photo of the shoe sole and inside tag, date of first wear, and whether the item has been altered or repaired locally.
• Optional but helpful: a short video showing the fault under light, a one-sentence timeline (when purchased, when fault noticed), and the preferred remedy (refund, exchange, or repair).

Returns, exchanges and warranty — practical timelines and costs

Vivobarefoot’s online-store return process is designed around an unworn-item standard: most brands accept returns for refund or exchange if shoes are unworn, clean and returned in the original box. Typical direct-to-consumer return windows are 14–30 days; for faster resolution, initiate the return as soon as possible. Expect an authorization or RMA number from customer service; do not ship items without that reference as it can delay refunds.

Warranty claims for manufacturing defects are evaluated differently from simple wear-and-tear. A reasonable working expectation for a footwear warranty is to cover material and workmanship defects for 12 months from purchase — but coverage, exclusions, and evidence requirements vary. For warranty-approved repairs, many brands charge a handling fee or a quoted repair price; repair turnaround is often 2–6 weeks. If cost is a concern, local resoling by a trusted cobbler can be a lower-cost option than a factory repair.

Return shipping and repair fees depend on region and carrier. Within the UK/EU, expect standard return postage in the region of £5–£12 if the brand does not provide a prepaid label; international return postage commonly ranges £10–£30, with duties and VAT handling depending on the purchase flow. Always ask whether the brand issues a prepaid return label and whether return shipping costs will be reimbursed for faulty items.

Repairs, sustainability programs and end-of-life options

Vivobarefoot has emphasized durability and repairability as part of its sustainability positioning. If an authorized repair service exists, the process normally requires a case reference and photos for a formal assessment. Repairs can include sole reattachments, stitch replacement, and part-replacement; average factory repair charges for mainstream brands range roughly £20–£60 depending on the work involved. For major structural defects covered by warranty, the repair may be free.

If the brand offers a trade-in or recycling program, it will normally be listed under “Circularity” or “Sustainability” on the website. These programs may provide a voucher or discount toward new purchases when you return used shoes. If no official program is available, ask customer service for recommended local recycling partners or donation options; many shoemakers partner with third-party charities for usable returns.

Shipping, international support, VAT and duties — what customers should know

When ordering internationally, shipping costs, VAT and import duties are applied at checkout or on delivery depending on the carrier and the seller’s chosen customs arrangement (Delivered Duty Paid (DDP) vs Delivered At Place (DAP)). If Vivobarefoot ships from the region where you bought the shoes (for example EU stock for EU customers), you’ll pay VAT at checkout and avoid surprises on delivery. If the goods ship across borders, expect extra time (7–21 business days) and possible import fees.

For returns from outside the original purchase country, customer service will specify whether to return to a regional returns hub or the original warehouse. Always request a tracked and insured return method for high-value items (many Vivobarefoot shoes retail roughly between £95 and £200). Keep all carrier tracking numbers and ask for a final confirmation once the refund or exchange has been processed.

Pro tips for faster resolution and escalation

Be proactive: open a ticket immediately after discovering a problem, use the support portal so your correspondence is logged, and attach clear photographic evidence. If you purchased from a third-party retailer (brick-and-mortar or an online marketplace), contact the retailer first — retailer return policies often supersede the manufacturer for point-of-sale issues. If you bought direct, reference your web order number and ask for an RMA.

• Escalation path: 1) Support portal ticket (keep ticket number), 2) Follow-up after 48–72 hours if no response, 3) Ask for escalation to a supervisor or warranty team after 5 business days, 4) If unresolved and payment was by card, consider contacting your card issuer about a chargeback after exhausting the brand’s escalation steps.
• Recordkeeping: retain original packaging, photos, and correspondence for at least 90 days — this speeds any dispute resolution and is commonly requested for warranty adjudication.

How long is the Vivobarefoot warranty?

All shoes purchased from us come with a 6-month sustainable guarantee. If your shoes are faulty or haven’t held up as well as they should, please let us know! Just provide proof of purchase, and we’ll be happy to get a replacement pair out to you.

Is Vivobarefoot owned by clarks?

Seventh generation cobblers and cousins Galahad and Asher Clark co-founded Vivobarefoot in 2012. The Clark family are known for founding the iconic British footwear brand Clarks, however the two businesses are entirely separate today.

Is Vivobarefoot an American company?

Based in London, England, Vivobarefoot believes sustainability is not enough. Instead the company focuses on supporting human health through its footwear as well as building a business that will regenerate the planet.

What is the replacement policy for Vivobarefoot shoes?

All shoes purchased from us come with a 6-month sustainable guarantee. If your shoes are faulty or haven’t held up as well as they should, please let us know! Just provide proof of purchase, and we’ll be happy to get a replacement pair out to you.

What is the class action lawsuit against barefoot shoes?

The running world’s recent trend of “minimalist” shoes has earned popularity partly from idea that they’re more natural than regular running shoes. Now, not so much — minimalist shoemaker Vibram has just settled a class-action lawsuit for $3.75 million, agreeing to stop making health claims.

Does Vivobarefoot repair shoes?

Once we receive your footwear, we send you an email confirming they are going into our workshop for repair. Once the repair is complete you will receive another email with a shipping tracking reference to let you know they’re coming home and ready to rock!