FAQ
FREQUENTLY ASKED
It can take between 1-4 business days (not including weekends and national holidays) for us to prepare a package for international delivery.
Once your order ships, you will be sent an auto-email containing tracking information. To track your order, please click on the link here: here
If there has been no update on the tracking information for more than 5 business days, please let us know at customer.service@li-vy.com so that we can open an investigation. The investigation to locate a package may take several weeks. If for any reason it is determined the parcel is lost in transit you will be issued a full refund.
You have the right to change your mind!
From the date of receipt of your order, you have 30 calendar days to return your items. Only items returned in perfect conditions can be taken back and refunded:
- Not worn or washed
- With the original tag
- With all the components (straps, removable foams, buttons…)
To declare a return, you just have to log in to the returns portal
Return shipping costs vary depending on the country. The return costs are fully covered for France metropolitan, Switzerland, the United Kingdom, the United States and all European Union countries. For all other countries not mentioned above, a return cost applies and will be deducted from the amount of the returned items.
MY ACCOUNT
If you receive a message that says your email address/password isn’t recognized, follow the steps below:
- Make sure you are using the same email address and password you registered with –
- You may have more than one account so please check
- Check that you don’t have your caps lock on in error and / or are using any special characters that you chose correctly
- If you can’t remember your password, click on the ‘forgotten password’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account
If you still can’t sign in, please contact us at customer.service@li-vy.com giving as much detail as you can about the issue.
Firstly, please close your browser, re-open it and try again.
You may also need to delete your cookies – a cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information about cookies, click here).We suggest that you sign in before deleting your cookies, otherwise the items in your bag or saved items list may disappear.
On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’. We also suggest that you use one of the browsers that are fully supported on the website including IE, Chrome, Safari or Firefox.
If you’re still having problems, please contact us customer.service@li-vy.com giving as much detail as you can about the issue including: - Which web browser you’re using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.) - What you’ve done so far to try to resolve it
Once your order has been validated, it is unfortunately no longer possible to add or delete items or to change one model for another.
Please contact our Customer service customer.service@li-vy.com, we cannot guarantee but we will make the best effort to find a solution.
Many of you have asked us for this option and we've made this possibility come true. The gift package option will be available by the end-of-year celebrations and will be priced at €5 (or equivalent).
Your order will be delivered in a lovely LIVY branded box.
Please note that a gift box can contain a lingerie set (excluding mono-underwire) or a swimwear set, but cannot contain a ready-to-wear piece.
If you wish to add a 2nd gift box, you will need to place a 2nd order.
In case of a return, the gift box cannot be refunded.
ORDERS
It can take between 1-4 business days (not including weekends and national holidays) for us to prepare a package for international delivery.
Once your order ships, you will be sent an auto-email containing tracking information. To track your order, please click on the link : here
If there has been no update on the tracking information for more than 5 business days, please let us know at customer.service@li-vy.com so that we can open an investigation. The investigation to locate a package may take several weeks.
If for any reason it is determined the parcel is lost in transit you will be issued a full refund.
Our approach is to produce reasonable quantities to avoid overproduction and to offer small series.
To keep up to date, sign up for our newsletter and follow us on Instagram.
We also recommend that you sign up for our availability alert. We have weekly deliveries and daily customer returns.
DELIVERY AND SHIPPING
It can take between 1-4 business days (not including weekends and national holidays) for us to prepare a package for international delivery.
Once your order ships, you will be sent an auto-email containing tracking information. To track your order, please click on the link here
If there has been no update on the tracking information for more than 5 business days, please let us know at customer.service@li-vy.com so that we can open an investigation. The investigation to locate a package may take several weeks. If for any reason it is determined the parcel is lost in transit you will be issued a full refund.
Import duties and taxes may apply upon receipt of international orders. These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors, such as:
1. Country/location of origin of the purchased product
2. Local VAT rates
3. Local import taxes
It will be your responsibility to pay these charges if and when asked to by your local authorities.
Our guaranteed landed cost shipping service allows you to prepay all taxes and there will be no additional charges when you receive your package – guaranteed! All you need to do is prepay the duties at our checkout. If prepayment is supported for your order, then you will be quoted as follows:
Prepay xxxx for duties, taxes and fees now to guarantee no additional charges on delivery
Select this option if you wish to prepay duties & taxes. Should you choose to use this option, you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes).
Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout.
The amount of duties & taxes applied depends on the value of the order and the destination country/location. All the orders are shipping from France metropolitan.
If you are concerned about this issue, may we suggest using our guaranteed landed cost shipping service? This allows you to prepay all taxes and there will be no additional costs when you receive your package – guaranteed! Just select to prepay the duties at checkout. If prepayment is supported for your order, then you will be quoted as follows: “Prepay xxxx for duties, taxes and fees now to guarantee no additional charges on delivery”.Select this option if you wish to prepay duties & taxes.Should you choose to use this option, you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes).
Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout.
Customs clearance is completely beyond our control, as are any delays resulting from inspections by the customs authorities.
As only the recipient of the package can make an inquiry with the local customs authorities, for any details regarding the process and its due date, we kindly ask you to contact them directly using the tracking reference number provided in your dispatch confirmation email.
RETURN & REFUND
You have the right to change your mind!
From the date of receipt of your order, you have 30 calendar days to return your items. Only items returned in perfect conditions can be taken back and refunded:
- Not worn or washed
- With the original tag
- With all the components (straps, removable foams, buttons…)
To declare a return, you just have to log in to the returns portal
Return shipping costs vary depending on the country. The return costs are fully covered for France metropolitan, Switzerland, the United Kingdom, the United States and all European Union countries. For all other countries not mentioned above, a return cost applies and will be deducted from the amount of the returned items.
We’re very sorry to hear that your package did not arrive in perfect condition.
In order for us to follow this up with our shipping partner, we kindly ask you to send photos of:
1. The damaged item
2. The inner and outer packaging
Please send these documents to our Customer service at customer.service@li-vy.com
We’re very sorry to hear that you received an incorrect item in your order.
In order for us to process this inquiry, please contact us at customer.service@li-vy.com and send us photographs of the following:
1. The packing slip enclosed with the order
2. The product received
Please be assured that as soon as we receive this information, we will follow up swiftly to resolve this issue. .
We’re very sorry to hear that you did not receive all the products that you ordered. Please let us know at customer.service@li-vy.com what items are missing so that we can investigate what happened.
Returned Items
Please note that returned orders can take up to 21 business days for the funds to credit back to your original payment method as the below steps need to be followed:
1- Shipping time to arrive back to our warehouse
2- Processing and inspection for refund approval
3- Authorization to finance department to issue refund
4- It can take up to 7 business days for the funds to credit back to your payment method once our finance department process the refund.
Should your refund not be processed within the 21 business days, please send us the tracking number for the returned package so that we can investigate further.
Canceled Orders
For orders made by credit card, we only charge when the order ships to you. If you see a charge on your credit card for a canceled order, it is likely to be only a pre-authorization and not a payment. This will be automatically canceled by your payment provider. If you paid by PayPal, then the canceled order should have automatically generated a refund back to your account.
Credit Card Refunds
Please allow up to 7 business days for the funds to credit back to your payment method.
PayPal Refunds
br> These are usually immediate, so if you have received confirmation that a refund was issued but do not see it in your account, please contact us by clicking on the link below so that we can investigate further.
LIVY SERVICES
Check that you have entered the correct model name or reference. If the product does not appear on the site, this means that the item is unavailable.
We advise you to visit the li-vy.com website regularly to view our collections and new items; restocking is carried out every day.
To find your size and its correspondence, please consult the size guide available on each product page.