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Frequently asked questions
How do I order a book at VIVA?
You must have an account to place an online order. You can create one during the ordering process.
Will I receive a Track-and-Trace code?
You will receive a Track-and-Trace code per email from PostNL when your package is packed and ready to be shipped.
How much do I pay for shipping?
Shipping costs €5,95, regardless of the size of the order.
Who provides the books?
Your books will be provided by the VU Bookstore, on behalf of VIVA . PostNL will deliver the books.
How long until my package arrives?
The books that we have in stock will be delivered the next working day. We can therefore supply most textbooks very quickly. If the book is out of stock, you can expect Dutch textbooks to be delivered in 2 and non-Dutch textbooks in 7 working days (exceptions excluded).
Any questions? You can email us at click here . We are happy to help.
I have not received my order (yet), what should I do?
You can check the status of your order online. If your order status has switched to 'shipped', but you have not received anything, please check the Track-and-Trace code you received in your mailbox first.
If you still have not received your order 3 working days after it has been sent, please send an email to click here .
We kindly request that you include your ordernumber, so we may help you as soon as possible.
Which payment methods are accepted?
You can pay with iDEAL or with credit card.

Where can I find information about my invoices and payments?
You can check the status of your orders and view your invoices online via my account.

How long will it take for my payment to be processed?
Your payment via iDEAL will be processed immediately. Proof of payment will show up on your invoice, and you will receive an email from Worldline, our partner in digital payment processing.

I would like to have a copy of the invoice. How do I get it?
You can easily download a copy from my account.

Can I still change the details on my invoice?
You cannot change the invoice yourself. If you want a customised invoice, you can contact us via email: click here .

I have returned or cancelled my item. When will I get my money back?
We aim to refund returns and cancellations as quickly as possible. If you have not received anything after a week, please send us an email stating your name and the title of the book:
Email: click here .
How do I cancel my order?
If you have changed your mind and you would like to cancel your order, please contact the VU Bookstore. Send us an email at click here . Do not forget to include your order details.

I cancelled my order, but the book was delivered anyway. What should I do?
If a cancelled order is still delivered, that most likely means the order was already too far along for us to intercept it. In this case, please contact us by email. Do not forget to state the order details in the communication.
Email: click here
Undamaged books can be returned in accordance with Sections 6, 7 and 8 of our Terms of Delivery . The Buyer has the obligation under the Distance Selling Act to examine upon delivery whether the goods comply with the contract.
If this is not the case, the Buyer must inform the Seller in writing or by email within ten working days of receipt.
If it has been demonstrated that the goods do not comply with the agreement, VIVA has the choice of replacing the products in question with new products after their return or refunding the invoice value of the products.

If you want to return a book, you must send (a copy of) the receipt or invoice with the shipment.

You can never return textbooks in the last week before the exam period, nor after the exam period has ended.

Can I return my book to VIVA ?
Yes, you can send it per post, or you can drop it off at the VU Bookstore. Only orders made online have up to 14 days after receiving your order to return it. Always make sure you include (a copy of) your receipt or invoice when you return your book(s), and clearly state that it concerns a purchase made via VIVA . You must meet the above conditions to return a book.

Are there books I can NEVER return?
Returned goods that show visible signs of use can NOT be returned. Apart from that, books that were sealed in plastic wrapping and have been unwrapped, or included an access code to a digital learning environment will NOT accepted. The ONLY exception to this is if the access code is, for whatever reason, inaccesible and cannot be used.

Who pays the return shipping?
The seller pays for return shipping if the item was damaged, faulty, or doesn’t match the listing description. In any other scenario the shipping costs are your responsibility. VIVA' return policy states that Buyers are responsible for return shipping. Always ask for a Track-and-Trace code when returning items per post.

How long do I have to wait until I receive my refund?
If your return meets the above conditions, the amount will be refunded to your bank account within 2 to 3 business days by Worldline INGENICO. If you personally return the book(s) to the VU Bookstore, you will be refunded in cash immediately.

How do I create an account?
You can create an account while you are ordering your books. During the ordering process, enter your address details and choose the delivery method. You can then view and modify your data via my account.
The next time you order, you can also make changes to the delivery address and to the billing address.

I forgot my password. What should I do?
You can easily retrieve your password from the website via my account. After entering your email address, we will send you a password reset link.

I moved. How do I change my address?
You can change the delivery address before you place your next order in my account. If you already placed the order before you moved, please contact the VU Bookstore per email . Do not forget to mention your order details.

I have a different email address. Where can I report this?
You can adjust your email address in my account.

I want to send my order to a different address than my home address. Would that be possible?
We will send the books to the address you provided to us when you placed your online order. Is this not the right address? Send us an email here if that is the case.
Please, do not forget to mention that you placed the order via VIVA.
Discounts on English books
As a member of VIVA, you will receive a 15% discount on English textbooks.

I only became a member of VIVA after I already ordered and paid for my books.
If you became a VIVA member after you already bought your textbooks, we can refund the discount you missed out on.

This only applies from August 1st to September 15th, and only on English textbooks!

How do I become a VIVA member?
You can join VIVA online when you are ordering your books, or at the checkout in the VU Bookstore. You are also welcome to drop by the VIVA office located in the university.

Can I also get a discount on my textbooks if I buy them directly at the VU Bookstore?
As long as you can prove your membership, you can also get discounts on your textbooks at the VU Bookstore.
Does VIVA sells second-hand textbooks?
Second-hand books are sold via this website to members of VIVA.

What price do I pay for a second-hand book?
That depends on the book. We offer 'used' and 'heavily used' textbooks. In the latter case, you pay even less, but then there are more markings in the book.

For any additional questions, you can reach us here!
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