FAQ
Thoughtfully designed answers to your most frequently asked questions,
because every detail matters.
Orders & Payments
Everything you need to know about placing an order and paying securely.
What payment methods do you accept ?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay. All transactions are secured with SSL encryption.
Can I change or cancel my order once it’s placed ?
Orders are processed quickly, but if your order hasn't been dispatched yet, we can modify or cancel it. Please contact us as soon as possible.
How do I use a discount code ?
You can enter your discount code at checkout. Only one discount code can be used per order.
I didn’t receive an order confirmation email, what should I do ?
Check your spam or junk folder first. If it’s not there, contact us with your full name and order details.
Shipping & Delivery
Details about delivery times, shipping fees and tracking your order.
What are your delivery times ?
UK and International orders are typically delivered within 6-10 working days.
Do you offer international shipping ?
Yes, we ship worldwide. Delivery times and costs vary depending on your location.
How can I track my parcel ?
Once your order has been dispatched, you will receive a tracking number via email.
What are the shipping costs ?
Shipping fees are calculated at checkout based on your location and order total. We offer free delivery on orders over £85.
What should I do if my order hasn’t arrived ?
Please check your tracking information first. If it's delayed or marked as delivered but not received, contact our customer service.
Returns & Exchanges
Simple and flexible returns if your order isn’t quite right.
What is your return policy ?
You may return your item within 30 days of receiving it, provided it is unworn, unwashed and in its original packaging.
How long do I have to return an item ?
Returns must be initiated within 30 days of delivery.
Can I exchange for a different size or colour ?
Yes, we offer free exchanges for a different size or colour within the UK. Contact us to arrange the exchange.
Do I have to pay for return postage ?
Returns are free within the UK. International customers are responsible for their return shipping costs.
When will I receive my refund ?
Once your return has been received and inspected, your refund will be processed within 5-7 working days.
Sizing & Fit
Guidance to help you choose the perfect size and fit for your body.
How do I choose the right size ?
Use our size guide available on each product page. If you're between sizes, we recommend sizing up for comfort.
Do your items run small or large ?
Our products are true to size, but shapewear is designed to be snug. Refer to the guide for accurate fitting.
Do you offer inclusive sizing ?
Yes ! We proudly offer sizes from XS to 3X and are always working to expand our range.
Are your products comfortable for all-day wear ?
Absolutely. Our designs combine sculpting performance with breathable, flexible fabrics for everyday comfort.
Product Care & Details
Learn more about our fabrics, design features and care instructions.
What’s the difference between your various styles ?
Each style is designed for different levels of support and areas of focus (tummy, waist, hips, etc.). Check the product descriptions for details.
Are your products visible under clothing ?
No. Our products are seamless and designed to stay invisible under most outfits.
How should I wash and care for my items ?
Hand wash or use a gentle machine cycle in cold water. Lay flat to dry. Avoid bleach and fabric softeners.
Can I wear your shapewear every day ?
Yes, our pieces are safe and comfortable for daily use.
Loyalty & Referral Programme
Discover how you can earn rewards and invite friends to shop with us.
Do you offer a referral programme ?
Yes ! Invite friends and both of you receive exclusive discounts when they make their first purchase.
How do I earn and use loyalty points ?
Earn points by shopping, referring friends, or leaving reviews. Points can be redeemed at checkout.
Can I share a discount with a friend ?
Yes ! Use your referral link to give your friends a discount and earn rewards in return.
Account & Data
Manage your account and learn how we protect your personal data.
Do I need an account to place an order ?
No, you can check out as a guest. However, creating an account makes it easier to track orders and manage returns.
How do I reset my password ?
Click "Forgot password?" on the login page and follow the instructions.
How is my personal data protected ?
We comply with GDPR and use SSL encryption to keep your personal details secure.
Can I delete my account ?
Yes. Contact us and we’ll process your request within 5 working days.
Contact & Support
Still have questions? We’re here to help.
How can I contact your support team ?
You can reach us via our contact form or by email at contact@vaiaofficial.com
What is your usual response time ?
We aim to respond within 24 hours during business days.
Are you available at weekends ?
Our support team is available Monday to Friday. Weekend queries will be answered the next working day.