FREQUENTLY ASKED QUESTIONS

 

PLEASE, check if this questions answer your doubts and if none of them works for you, feel free to contact us at contact@livianno.com we are always happy to assist you 🙂

 

ORDERS

HOW DO I CHANGE OR CANCEL MY ORDER?

We know how important your order is, so we aim to fulfill orders as quickly as possible! Email us within 24 hours of placing your order, we can process a modification or cancellation. After 24 hours you will have to wait to receive the product and make the return.

MY ORDER WAS CONFIRMED, BUT I JUST GOT AN EMAIL THAT STATES I RECEIVED A REFUND. WHAT DOES THIS MEAN?

One or more of your items may have sold out since your order was processed. But don’t worry! The rest of your order is on its way and you have been refunded for the cost of the out of stock item(s) minus any applicable discount codes used on the order.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, MasterCard, Discover, American Express, PayPal, Amazon Pay, and store credit via Livianno Gift Cards.

I PLACED AN ORDER, BUT NEVER RECEIVED A CONFIRMATION EMAIL.

If you do not receive an email from Livianno within a few hours of placing your order, be sure to check your personal Spam folder. Alternatively, the email address on file might be spelled incorrectly.

If you are still unable to locate the confirmation email for your order, please contact our Customer Care team by emailing contact@livianno.com

 

SHIPPING

WHAT COUNTRIES DO YOU SHIP TO?

We ship worldwide! 

WHERE IS MY ORDER / WHEN DO I RECEIVE MY TRACKING NUMBER?

Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is ready to leave our Distribution Center, you will receive another email with shipping information. Please note that the shipping confirmation email does not necessarily mean that the carrier has picked up your package from our distribution center. Please use the appropriate carriers tracking features to determine when your package has been picked up and is in transit.

Please allow 24-48 hours from the time you place your order for it’s status to update.

WHY HAVE I RECEIVED ONLY ONE ITEM FROM THE TOTAL OF MY ORDER?

To better serve our customers we ship from multiple fulfillment centres around the world. If your order contains items that are not together, you will receive the rest of your order in a different package from one of our international warehouses

MY TRACKING NUMBER DOES NOT WORK, WHAT DO I DO?

If your tracking number does not work, wait 48h and check it again. If it is still not updated, please contact us at contact@livianno.com

WHY IS MY PACKAGE LISTED AS DELIVERED AND I HAVE NOT RECEIVED IT?

Remember, we will always assist you, we know how important your order is. If the tracking information states that your items have been delivered but you have not received it, PLEASE make sure the package has been received by a family member, neighbor, property managers or apartment office before making any enquiry.

Many times the order will be held in your nearest post office. Please contact the postal office and give them the following information: Tracking ID – Full Name – Address

Livianno does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.

 

TAXES & DUTIES

WILL I HAVE TO PAY CUSTOMS?

In 98% of cases you will not have to pay customs, however, this depends on the legislation of each country. Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the specific destination.

Payment of these charges and taxes is the responsibility of the recipient and will not be covered by Livianno further details of charges, please contact your local customs office.

Livianno is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery.

 

PAYMENTS

I HAVE REQUESTED A REFUND AND HAVE NOT YET RECEIVED IT.

Refunds may take between 7 – 14 business days to be reflected in the customer’s bank account. Mostly it depends on the bank issuing the card and the type of card.

CAN I RECEIVE MY REFUND IN A DIFFERENT ACCOUNT?

We are not allowed to refund payments using a different method than the one originally used.

Refunds can only be sent back to the original payment method used for the purchase. It’s not possible to send a refund to a different payment method (e.g., another card or bank account.

If a card has legitimately been closed, you can still perform a refund. Contact your bank or card issuer to arrange the funds to be retrieved.

 

CHANGES AND RETURNS

WHERE DO I SEND MY RETURNS?

The customer support will contact you to provide the address to which the product should be returned. The product must be sent through a postal system that allows tracking, tracking number must be provided to customer support to follow up. Once customer support has received the item, we’ll be able to make the a refund or delivery of a new product.

DO I HAVE TO PAY FOR THE RETURN?

We will be responsible for shipping costs and product refunds for those products that meet the following conditions:

  1. Products with manufacturing defects that make it impossible to use

  2. That the product received is totally different from the order.

The buyer is responsible for shipping costs, if:

  1. The product does not meet customer expectations.

  2. Customer simply want a change for another product or return it.