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FAQ

Who do I contact with questions?
If you have any questions, don’t hesitate to send us an email to support@livi-shop.com,  and you will get a reply within 72 hours.

Do you have a store I can visit?
Not yet, as of now you can only buy LIVI exclusively on our website www.livi-shop.com.

I placed a successful order but why didn’t I receive a confirmation email?
If your order was successful then check if the confirmation email has landed in the spam folder. If it for any reasons have not landed there then please send an email to support@livi-shop.com and we will send a new confirmation email to you.

How long will it take for my order to arrive?
It depends on the delivery address and the chosen shipping alternative when you check out. Express shipping generally takes 1-2 days and for economy shipping it can take between 2-6 days. You can track your order or contact our customer service if you have any questions regarding your order.

Can I order overseas?
Yes, we ship to most locations worldwide. At the checkout choose your country to see cost and delivery time.

What about customs and import charge outside EU?
For customers within the European Union, VAT (25%) is included in all prices. For customer outside the European Union (excluding Norway), VAT/sales tax is NOT included in the prices. VAT/sales tax is instead charged by customs agencies when your package reaches your country of residence.     

Do you restock your sold out items?
Most of our designs are limited but some of the items will be re- stocked once sold out. You will be notified when an item is in stock again, but make sure you are subscribed to our newsletter to not miss out on any notifications.

If I want something that is out of stock, what can I do?
Sign up to our newsletter to be informed when we have re-stocked a sold out item.

Can I get a refund or make an exchange?
Yes, LIVI has a 14 days return and exchange policy. Find more information here.

How do I cancel/change my order?
You need to be quick. If you want to cancel/change your order contact us as soon as possible so that we can change or refund it for you. We are fast in processing orders so as long as your order has not been shipped already we can cancel it straight away. If it has already been shipped you would have to make a return. Find more information here.

Where do I ship returns?
All returns are shipped to:

LIVI
Fågelviksvägen 9
145 84, Stockholm
SWEDEN

Can I update my billing address?
Yes, you can update your address when you log in to your account.

What do I do if my card is declined?

The first thing you should do is contact your bank or card issuer. The number to contact is usually located on the back of your credit/debit card. If the bank says there are no problems on their end, you should contact us by email.

How can I check the status of my order?
We always send a confirmation email when an order has been successfully placed. We will always inform you  as soon as the order has been shipped.

If your chosen shipping alternative is express, the fastest way to check the status of your order is to track your order at dhl.com using your tracking number.
If your chosen shipping alternative is economy then your items will be delivered to your home or you can collect them at a distribution point in your local area. You will be informed via SMS, email or regular mail when your item is on its way or is ready for collection at a partner outlet.

What if the item I’m interested in is sold out in my size?
Most of our designs are limited but some of the items will be re- stocked once sold out. You will be notified when an item or size is in stock again, but make sure you are subscribed to our newsletter to not miss out on any notifications.

I still haven't received my package. What do I do?
If you haven’t received your package at the expected delivery time then we always encourage our customers to check the status of the order - either track your order using the tracking number or contact us immediately and we will look it up for you.

How do I become a LIVI ambassador?
Please send us your Instagram page or any other social media accounts associated with you and we will review it and reply if we think you are a good fit for LIVI.

 

Size Chart
suizeguide

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