FAQs
VIVO BAREFOOT SIZE FAQS
What’s Special About Our Soles?
Barefoot shoes are foot friendly and foot shaped! The natural foot is wide, flexible and sensory – with thousands of nerve endings on the soles of your feet providing your brain with all the information it needs for skilful movement. Our soles are stable, strong and ultra thin; precisely engineered to maximize all that useful sensory feedback by minimizing interference between your feet and the ground.
All of our soles (except the Ultra) have a patented Pro 5 puncture resistant layer, with up to 5x the puncture resistance of other minimal shoe brands.
Sadly, it isn’t possible for our soles to be entirely puncture proof without compromising on the barefoot experience, and we wouldn’t to do that!
If All Your Shoes Are Barefoot, Why Do You Have Different Soles?
Because our soles are designed with the true nature of your feet in mind, it's only natural that we make a variety of soles to provide you (and your kids) the barefoot experience wherever you find yourself- from the trail, to the city or the office.
How Do I Clean/Care For My Vivo’s?
When possible, it’s best to use natural products for cleaning and weather protection. Soapy cold water beats a washing machine when it comes to our performance shoes. Products such as Nikwax for leather great too! We’re also partnered with Liquiproof spray, which uses Nano-technology to create an effective liquid repellent coating for your shoes, safeguarding against pesky spills and splashes.
Should I Wear Socks Or Insoles With My Vivo?
It’s all a matter of personal preference. On a cold day, for instance, you might appreciate a pair of our Thermal Insoles. We recommend lightweight, non-restrictive socks, but they aren’t required if you’re sock averse. We believe that the ideal barefoot experience is insole free, but no one’s watching, so the decision is yours!
Our product pages will let you know if a shoe comes with a pair of our performance, thermal or everyday cork insoles, and they’re all available individually.
I Have A Medical History Of Injury, Can I Still Transition?
Yes, but it’s best for any transition to be gradual and supervised by a medical professional, especially if you’ve been using corrective footwear. We’d recommend our Everyday shoes as an entry point, for everything besides long walks and running.
Vivo’s Appear To Have Less Components Than Regular Shoes, So Why Are They Expensive?
Because we pay more for less! Our commitment to minimal shoes that are perfect for feet demands material of the highest quality, and an awe inspiring level of care and craftsmanship is put into each shoe.
What Is My Size & How Do I Work This Out?
Our Size Guide is here to help! Our shoes fit 'big' deliberately – we call this ‘the rule of thumb’. Your toes need wiggle room! This is especially important for running. If you can fit your thumb in-between the end of your toe and the front of the shoe, you’ve more than likely found your ideal size.
After some time with our shoes, your shoe size may need to increase, as your toes splay out more naturally.
Why Don’t You Offer Half Sizes?
We don’t currently have that kind of capacity! Thanks to the nature of our shoes however, we find that everyone is generally able to find a size that works for them.
Why Do Your Sizes Vary Across Styles?
This often comes down to materials and production. For example you may find our Handcut Leather collection seems slightly smaller, a result of the (initial) tightness of the leather, especially compared to a flexible mesh running shoe.
If your shoe feels a little tight, you may find that removing your insole will give you all the extra room you need!
Where Does Your Leather Come From, And Is It Ethically Sourced?
Most of our leather comes from ‘wild hide’, free roaming cattle reared by families and communities in and around Ethiopia.
We’re always on the lookout for more durable and sustainable alternatives however, and we’re working towards a circular economy, where new stuff is made from existing stuff, and minimal virgin resources are tapped.
We’re proud to work with Pittards, PLC, who have a 200 year history of expertise and innovation.
VIVO BAREFOOT RETURNS & EXCHANGES
What Do I Do If My Shoes Are Faulty? / Do You Offer A Guarantee On Products?
We aim to provide products of the highest standard and quality, all shoes purchased from us come with a 6-month sustainable guarantee from date of original purchase. If an item is received with a defect, please contact us and our team will advise of the returns process and help resolve the problem as swiftly as possible. If the shoe is deemed a wear related fault for example a wear related flex groove sole issue, then the shoe will be repaired.
Please note that we may request photos of the defect/fault in order to speed up the returns process. Where necessary, Motu Vita Australia & NZ will reimburse the cost of the return postage for faulty goods.
What Happens If I Require A Refund On An Order Made Using My Promotional Code?
If you request a refund for your order, you will be refunded the purchase value of the order after the discount was applied. If you return other items in the order, these will be refunded minus the price of the FREE or discounted item.
Where Shall I Send My Returns?
WITHIN AUSTRALIA: We offer a complimentary return per order within Australia. Simply initiate a return request by selecting the "INITIATE RETURN" button found at the end of our Returns Policy page and our friendly Customer Service team will email you a pre-paid return shipping label, so you can return your parcel free of charge.
OUTSIDE OF AUSTRALIA: Customers outside of Australia are required to pay return postage, however, we will reimburse you up to the value of NZD $22. Simply initiate a return request by selecting the "INITIATE RETURN" button found at the end of our Returns Policy page and our friendly Customer Service team will email you the details.
Where Is My Refund?
We process refunds as quickly as possible. Please allow 14 working days, and if you haven’t received your refund by then please contact our customer care.
Do You Offer Refunds Or Exchanges?
MOTU VITA SHIPPING POLICY
- Standard Shipping: $9.95 AUD.
- Free Shipping: Enjoy FREE SHIPPING on orders above $100 AUD.
- Signature on Delivery: All orders are dispatched with a requirement for signature upon delivery. If you wish to modify this preference, please inform us.
If you have any shipping queries, feel free to call us at +61 04 9963 3359 or email at info@motuvita.com.au
MOTU VITA RETURN POLICY
100-Day Return Window:
You have 100 days from your purchase date to decide if you're satisfied with our product.
Conditions for Returns:
- The product must be unworn, unused, and have all original tags attached.
- The item should be in its undamaged branded shoebox.
- Purchases should be from the last 100 days and made through the Motu Vita Australia website.
Note: We cannot process returns of shoes with dirty or scratched soles. Test the shoes on a carpet initially to avoid this.
Return Process:
- Arrange your own courier for the return.
- Products must be in their original condition & packaging.
- Retain a copy of your return tracking number.
- Ship to: 4/305 Bradman Avenue, Maroochydore Queensland 4558, Australia.
Sale Items:
Items bought during a sale or from our outlet can only be returned for store credit or exchanged for size/colour.
110% Store Credit:
Opt for a 110% store credit instead of a refund. E.g., for a $100 product, receive $110 in store credit for future purchases.
Exchanges:
Products can be exchanged, and any price difference will be adjusted accordingly.
Refunds:
- Refunds are provided using the original payment method.
- It takes 7-10 business days to process the refund upon receiving the return.
International Orders:
Please note that customs duties and taxes for non-Australian shipments are not refundable.
Important:
Returns that do not adhere to our policy may be refused. You may then be responsible for return shipping costs.
For assistance with returns, contact us at +61 04 9963 3359 or email info@motuvita.com.au
ORDERS
Will I Be Charge Import Taxes Upon Delivery?
All prices on motuvita.com/au are quoted and charged in Australian dollars (AUD) and New Zealand dollars (NZD) respectively and are inclusive of GST unless otherwise specified. Customers are charged the same price regardless of their shipping location.
GST refunds do not apply for online orders. Our policy complies with Australian and New Zealand GST legislation.
The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer.
To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable "merchandise". We are also prohibited by law from marking the order as a "gift", even if the order is placed with the intention of sending to a gift recipient.
For further information, it may be necessary to call your local customs offices to gain further details in order to avoid any unexpected charges.
When Is Stock Due In?
We make every effort to maintain a healthy supply of stock year round, but our shoes move quickly! You can sign up for e-mail alerts when we re-stock on certain styles, however others are more limited, and once they’re gone they’re gone, so if there is a style you’ve been waiting for it’s best to purchase as soon as possible to avoid disappointment!
Where Is My Order? I Haven't Received My Order, What Should I Do?
Don’t Panic! All orders are dispatched from our warehouse in Australia via Australia Post with tracking. (See our Shipping and returns page for more details). If you have any trouble, get in touch with our Customer Care team.
How Do I Cancel My Order?
We pick and pack styles very quickly, so it’s often not possible to cancel prior to dispatch. If you wish to cancel your order, please contact our Customer Care team as soon as possible.
Can I Pre-Order?
We might offer some styles on pre-order to allow you to order your vivos before they sell out.
Where Can I Track My Order?
Once your package ships we will send you a tracking number. You can also check the status of your order by logging into your account.
SUPPORT & LOYALTY
How Do I Create An Account?
Head to the My Account page and simply enter a valid email address and create a password.
How Do I Change My Account Details?
You can update the personal details on your Motu Vita account by logging-in to your account and heading to the Account Dashboard.
I Cannot Login To My Account, What Should I Do?
If you are having trouble logging into your account, firstly please ensure that the email address you are using to access is correct. If you cannot remember your login details or password please follow the link to ‘Forgot your password’.
PAYMENT
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Do You Sell Gift Vouchers?
Yes we do, please head over to our gift voucher page.
Will I Be Charge Import Taxes Upon Delivery?
All prices on motuvita.com.au are quoted and charged in Australian dollars (AUD) and New Zealand dollars (NZD) respectively and are inclusive of GST unless otherwise specified. Customers are charged the same price regardless of their shipping location.
GST refunds do not apply for online orders. Our policy complies with Australian and New Zealand GST legislation.
The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer.
To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable "merchandise". We are also prohibited by law from marking the order as a "gift", even if the order is placed with the intention of sending to a gift recipient.
For further information, it may be necessary to call your local customs offices to gain further details in order to avoid any unexpected charges.
What Payment Options Do You Accept?
We accept VISA, Mastercard, AMEX, Apple Pay, Google Pay.
How Do I Redeem A Promotional / Discount Code?
Just enter your code in your 'checkout page' prior to completing your order!
What Can I Do If I've Forgotten To Apply A Coupon To An Order I've Already Placed?
Unfortunately, if you checkout without applying the promotional code, we can’t amend your order.
Where Can I Track My Order?
Once your package ships we will send you a tracking number. You can also check the status of your order by logging into your account.
SUSTAINABILITY
Where Does Your Leather Come From, And Is It Ethically Sourced?
Most of our leather comes from ‘wild hide’, free roaming cattle reared by families and communities in and around Ethiopia.
We’re always on the lookout for more durable and sustainable alternatives however, and we’re working towards a circular economy, where new stuff is made from existing stuff, and minimal virgin resources are tapped.
We’re proud to work with Pittards, PLC, who have a 200 year history of expertise and innovation.
Where Do You Produce Your Shoes?
We are in the process of moving our main production lines from China to Vietnam. We have offices in Ethiopia and Portugal too. We only work with factories and suppliers of the utmost integrity, and we never compromise our code of conduct or our standards, which are governed by the ILO. We are always striving to improve.
Contact us
Have a question or need help with something? Use the contact form below to get in touch and a member of the Motu Vita team will get in touch with you as soon as possible.
Address:Shop 4/1 Premier Cct, Warana QLD 4575
Email:info@motuvita.com.au