Frequently Asked Questions

Where do you ship to?

We currently ship to all states and territories within Australia. International shipping will be available soon — sign up to our mailing list to be notified when it launches.

How much does shipping cost?

• Standard Shipping: $12.95 — or free on all orders $100 or more.
• Express Shipping (Australia Post Express Post): $15.95 — next business day to most metro areas.

How long does delivery take?

All orders are processed within 1–2 business days. Once dispatched:

• Standard: Typically 3–6 business days depending on your location.
• Express: Next business day to most metro areas within the Australia Post Express Post network. Remote and rural areas may take 2–3 business days.

Do you offer express shipping?

Yes! We offer Australia Post Express Post for $15.95. Select Express Shipping at checkout. Next business day delivery to most metro areas.

How do I track my order?

Once your order has been dispatched you will receive a confirmation email with your Australia Post tracking number. You can track your delivery at auspost.com.au. If you haven't received a tracking email within 3 business days of placing your order, contact us at info@vivocasa.com.au.

My order hasn't arrived — what do I do?

First check your tracking number via the Australia Post website. If your parcel appears lost or there's been no movement for several days, contact us immediately at info@vivocasa.com.au with your order number and we will investigate with Australia Post straight away.

What is your return policy?

We offer a 60-Day Money-Back Guarantee on all full-priced items. If our products don't meet your expectations, contact us within 60 days of receiving your order at info@vivocasa.com.au with your order number and we'll arrange a refund.

Who pays for return shipping?

Return shipping costs are the responsibility of the customer, unless the item arrived faulty, damaged, or incorrect — in which case we cover all return shipping costs.

I bought multiple units — do I have to return all of them?

No. If you purchased multiple units of the same product, you only need to return at least one item in its original unused and unopened condition. You're welcome to use one to genuinely try it out — that's what it's there for.

How do I start a return?

• Email us at info@vivocasa.com.au with your order number and reason for return.
• Wait for approval — do not send anything back before receiving approval from our team.
• Once approved, return the item within 14 days.
• Your refund will be processed to your original payment method within 3–10 business days of us receiving your return.

My item arrived damaged or faulty — what do I do?

We're sorry to hear that. Contact us within 7 days of receiving your order at info@vivocasa.com.au with your order number, a description of the issue, and clear photos. You are entitled to a full refund, replacement, or store credit at no cost to you, and we will cover all return shipping.

Can I return a sale item?

Change of mind refunds are not available on sale items. However, your rights under the Australian Consumer Law still apply to all purchases, including sale items.

When will I receive my refund?

Once your return is received and inspected, your refund will be processed to your original payment method. Please allow 3–10 business days for the refund to appear depending on your bank or payment provider.

What surfaces can the Lucente be used on?

The Lucente is designed for virtually every surface in your home — glass, mirrors, stainless steel, stone, chrome, timber, tiles, shower screens, windows, and more. It cleans streak-free without any chemicals or sprays.

Do I need to use cleaning products with the Lucente?

No. The Lucente is designed to clean effectively with water only. Simply wet the cloth, wring it out, and clean. No sprays, no chemicals needed.

Why does the cloth feel stiff when dry?

That's completely normal. The Lucente firms up as it dries — this is just how this type of microfibre cloth works. Wet it before use and it immediately softens back to full performance.

How do I care for my cloth?

• After each use: rinse thoroughly, wring well, and hang to dry.
• Regular wash: machine wash on a warm cycle with a small amount of mild, fragrance-free liquid detergent.
• Deep clean: soak in a Napisan solution (fully dissolved in warm water) for 1–2 hours, then machine wash.
• Never use fabric softener — it destroys absorbency.
• Never put in the dryer.
• Never use chlorine bleach.

How long will the cloth last?

With proper care, the Lucente is built to last up to 300 machine washes — years of reliable use from a single cloth.

What colours does the Lucente come in?

The Lucente is available in Blue, Yellow, Grey, Green, and Pink. We recommend assigning one colour to each area of your home to avoid cross-contamination between surfaces.

Can I change or cancel my order after placing it?

We process orders quickly, so please contact us as soon as possible at info@vivocasa.com.au if you need to make a change. We will do our best to accommodate your request, but we cannot guarantee changes once an order has been dispatched.

I entered the wrong delivery address — can you fix it?

Contact us immediately at info@vivocasa.com.au before your order is dispatched. Once a parcel has been sent, we are unable to redirect it.

Do you have a minimum order value?

No minimum order. However, free standard shipping applies to orders $100 or more.

What payment methods do you accept?

We accept all major credit and debit cards, as well as Shop Pay, Apple Pay, and Google Pay. All prices are in Australian Dollars (AUD) and include GST where applicable.

Is your website secure?

Yes. Our store is powered by Shopify, which uses industry-standard SSL encryption to protect your personal and payment information. We do not store your card details.