Frequently asked questions
How long does it take until I receive my order?

The average delivery time for our packages is 5 to 10 business days. We are a company that cares about the environment and wants to do its part to make the world a better place. Once we reach our minimum order quantity, we will ship all orders at once. We hope you understand this and are willing to help us make a difference.
How can I track my order?

Once your order has been shipped, you will receive a tracking number that you can use to track your package online via our tracking page. Please also check your spam folder, as our emails may sometimes end up there. Please note that it may take a few business days for the tracking system to become active.
I’m missing some items — how is that possible?

Some orders are shipped in separate packages due to weight restrictions. To ensure product quality, the items you ordered may come from different suppliers. If you order multiple products at the same time, it’s possible that they won’t all be delivered together. Don’t worry — your order is on its way. The rest of your order is usually delivered within 1 to 3 business days.
What should I do if I receive a damaged delivery?

Unfortunately, it can happen that your order gets damaged during delivery. As a customer, there is nothing you can do to prevent this. In that case, please contact our customer service immediately at support@shoplivia.com and attach photos of the damage to your email.

Please do not return the item without first providing photos, as we may otherwise be unable to find a suitable solution for you. Our customer service team will process your message as quickly as possible and work with you to find the best solution.
It has already been 10 business days and I still haven’t received my package — what should I do?

We’re sorry this has happened. Have you checked the Track & Trace code? Sometimes parcels are held by customs. If that’s the case, please wait an additional 3 days. We apologize for the inconvenience, but in 99% of cases the package is still delivered.

Have you waited 10 business days plus 3 extra days and still haven’t received anything? Then please contact us, and we will work with you to find a solution.
Can I cancel or change my order?

We understand that plans can change. If you need to cancel or modify your order, please contact us as soon as possible. We will do our best to accommodate your request, but please note that we cannot guarantee changes once your order has been processed.
Do you offer refunds or exchanges?

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please contact us within 30 days of receiving your order to arrange a refund or exchange.
Which payment methods do you accept?

We accept the following payment methods: Visa, Mastercard, American Express (Amex), and Maestro, as well as Shop Pay and Apple Pay.
How can I contact customer service?

Our customer service team can be reached by email. You can contact us at support@shoplivia.com. You can also find our contact details on the “Contact” page on our website.