QUESTIONS / ANSWERS

 

This section provides answers to common questions.

 

The 5 most frequently asked questions

 

1 - Can I exchange something by sending it back to the warehouse?

You can only send an item back to the warehouse for a refund. Your money will be refunded automatically as soon as your package is received. Your account will be credited for the amount of the returned items by our secure payment partner, Adyen. You will receive an email confirming the refund.

 

2 - Is it possible to exchange the item or request a refund in an Livy shop ?

Not yet but we are working for. You only can return your order to the warehouse for a refund.

 

3 - Can I pay with a cheque on the Li-vy.com website ?

Cheques can't be used for payment on Li-vy.com. You can only use these methods of payment in Livy shops.

However, you can use credit or debit cards or the PayPal system to pay for your order online.

 

4 - How will I receive my refund?

If you return an item to the warehouse or if your order arrives incomplete, the refund is made automatically to your bank account. Your account will be credited for the amount of those items by our secure payment partner Adyen. This will take between 2 and 5 working days. You will receive an email confirming the refund.

 

5 - Can I track my orders in “My account”, if I placed an order without creating an account ?

You can't track your orders in the “My account” or access any other personalised services, if you have not created an account.

This option allows you to place orders rapidly.

 

 

If you have not yet found the answer to your question, please choose a topic from the list below.

 

  • ORDERS

 

What are my payment options on Li-vy.com?

You can pay for your order using a credit or debit card or PayPal.

Credit or debit card payment:

Accepted cards include debit cards/E-Card, Visa, Visa Electron, Eurocard/Mastercard, American Express.

The amount debited from your account will not appear on your bank statement until at least 48 hours after the transaction is made.

Payment using PayPal:

With PayPal, you can make online payments without quoting your bank account or card information during the transaction.

Find out more at : http://www.paypal.co.uk/uk

 

Can Li-vy.com guarantee a secure transaction?

The protection of all your account information is guaranteed by the Adyen secure payment system. Your data is encrypted and then sent to the SSL server, where no third party can gain access to it. This information is never sent to our own server. This is also why you are asked to enter your banking information with every new purchase.

 

Can I cancel or change my order?

Once you have confirmed your order, you cannot change it.

 

Can I order an item and send it as a gift?

Not yet ! This option will be available for Chistmas.

 

  • DELIVERY AND SHIPPING COSTS

 

What are the delivery timeframes for my order?

We dispatch orders from Monday to Friday.

Your order will be prepared in 2 to 3 working days. The delivery timeframes are dictated by our partners' shipping practices (Coliposte). Shipping usually will not take more than 5 working days (for shipping within metropolitan France).

Please be aware that during certain busy periods (sales, private sales, promotions, etc.), it may take slightly longer for your package to be shipped due to the increased volume of packages we have to handle.

Claims for late deliveries cannot be made after more than 1 month. Due to Colissimo's delivery practices, we cannot investigate deliveries made more than 30 days previously.

 

How can I enjoy free shipping?

Shipping is free when you spend over €150.

 

Can I track my package until it is delivered?

Within 24 hours of receiving our confirmation email that your package has been sent, you can start tracking your package on the coliposte.net website.

To track your package, go to "My Account"/"My Orders" and select your order. Click on the Colissimo number and then click on the link to www.coliposte.net (remember to have your package number at hand, as you'll need it to track your package).

 

Do you deliver to countries other than France?

Not yet but we are working for.

 

How long do I have to make a claim concerning an Li-vy.com order?

If you are experiencing a problem with the delivery of your order, it should be noted that the timeframe for delivery is about 7 days for metropolitan France. But don't forget, you can track the progress of your package on Coliposte.net.

If you do need to make a claim, you must contact our Customer Services Department within 30 days by visiting the "Contact Us" page in the "My Services" section of the website.

Following up on problems concerning delivery of a package with the French postal system must be done within 30 days.

In addition, once a "claim" file has been opened, requests for refunds can only be honoured if made within 2 months. Due to our accounting system, we can only reimburse customers within 60 days of the original purchase.

 

  • EXCHANGES AND REFUNDS

 

My order is incomplete, how will the money for any items not sent be refunded?

When you order items from Li-vy.com, the total for all items is debited from your account; if an item is not shipped, the amount of that item will be credited to your account.

The refund will be made within 2 to 5 days after the package is shipped.

If the order is incomplete, no delivery will be made later. We advise you to visit the website regularly in order to check for any new stocks of items.

 

How do I return or exchange an item?

No exchanges are possible.

You can only send the item back for a refund.

You may return the item(s) directly to our warehouse.

You must send the completed return slip with the item(s) you wish to return (this return slip is in the original package).

Return shipping is free with the prepaid label sent in your order.

If you return an item to our warehouse, you will be refunded.

In case of you return your order by yourself, you will find below address for returns:

Entrepôt Lingerie Livy / Undiz

ZAC PARIS Oise Batiment D / Cellule 5

Avenue de Madrid

60126 Longueil-Sainte-Marie

France

 

How long does it take to be reimbursed when returning items?

As soon as we receive your package at our warehouse, we will send you an email confirming your refund. In all, it may take about two weeks from the time you send the package.

If the refund seems to be taking a very long time, please write to our Customer Services Department by visitng the "Contact Us" page in the "My Services" section of the website.

 

  • MY LIVY ACCOUNT

 

Can Li-vy.com guarantee the confidentiality of my personal data?

Your personal data is intended for use by the Livy Company only. According to Act no. 78-17 of 6 January 1978 pertaining to the protection of individuals with regard to the processing of personal data, you have the right to access and modify your personal data at any time.

You may allow or refuse to allow the use of your personal information by a third party. To do so, simply send a request by email to customer.service@li-vy.com  or by post to the following address: Entrepôt Lingerie Livy / Undiz - ZAC PARIS Oise Batiment D / Cellule 5 - Avenue de Madrid - 60126 Longueil-Sainte-Marie - France.

 

How can I create an account on Li-vy.com?

You can easily create your account when you confirm an order. Simply select the items you would like to purchase and click on "See my shopping basket" then on "Proceed to payment".

You then must choose between:

1 : Already an Li-vy.com customer

2 : This is my first purchase

You can also create your account by going directly to the "My Account" page.

Whichever option you choose, click the "confirm" button when you are done, and an email will be sent to you to confirm that your account has been created and to remind you of your password. Do not lose this email, as you will need the password next time you want to sign in to the website.

 

I have forgotten my password, how can I receive a reminder?

When you create your account, you will receive an email containing your password.

You can also go to the "My Account" page to access your personal data. Confirm your request for a new password by clicking on "Forgotten your password?" and you will be sent an email containing a new password immediately.

You can also contact our Customer Services Department by visiting the "Contact Us" page in the "My Services" section of the website.

 

How can I change my password?

Sign in to your account at "My Account" and change your password under "My Personal Information".

 

How can I change my email address?

You can change your email address for your next order. All you have to do is change your email address on the "My Account" page under "My Personal Information".

 

Can I track my orders in “My account”, if I placed an order without creating an account?

You can't track your orders in the “My account” or access any other personalised services, if you have not created an account.

This option allows you to place orders rapidly.

 

  • ITEMS

 

Why can't I find an item on the Li-vy.com website?

You may not be able to find an item on the Li-vy.com website if it is out of stock. We advise you to wait a couple of weeks and then log on to the website again to see if a new delivery of the item has come in. Alternatively, you can contact an Livy shop.

 

Are the same collections available online and in-store?

The website features a selection of items from Livy shops.

Prices are the same wherever the purchase is made.

This website is a virtual boutique!

 

Are there often new items on the website?

The Livy website likes to keep up with fashion, so new items appear on the site every week!

 

How can I find out about news, new items and special offers?

All you need to do is sign up for our newsletter; you'll find the button on the lower left-hand side of the page or in the "My Account" section.

With the newsletter you'll receive all the latest news from Livy.

 

How can I find the address of an Livy shop?

All of the Livy shops are listed on the website in the "Stores" section, at the bottom of the website.

 

How can I use a special offer code?

When you have a discount to use on a purchase, just enter the "special offer" code in the special offer box on the "shopping basket" page. Click on "ok" and the discount will be applied to your order.