We want to make returning a mylivia.com order as simple as possible, so we're happy to offer a refund within 60 days of delivery – with our money back guarantee, provided items are returned in their full packaging. This gives you an opportunity to try My Livia over at least 2 cycles. If your purchase date has exceeded 60 days, we unfortunately cannot offer a refund OR exchange.
NEED TO RETURN AN ITEM?
Please use our contact us form below to let us know you want to return. Alternatively, you can email your request to email@example.com - Please include your Order Number, item/items you would like to return and the reason for the return.
Once we have received your parcel and allowing for the extra measures for the health and safety of our warehouse team we will be in contact to confirm the receipt of the returned goods and that your refund/exchange has been issued accordingly. Please allow 10-14 working days for your return to be processed and for our customer care team to contact you.
All refunds will be processed back on to the card originally used for purchase.
Unfortunately, products bought online must be returned by post and cannot be returned to any retail outlet or store.
We cannot refund any postal charges you incur to both deliver the item to you or to return the item to us, unless we have sent you the wrong items, or your order is faulty, damaged or not as described on arrival.
We cannot refund any Tax, Customs or Duties charges that you may have incurred at the time of delivery.
PAYMENT WITH GIFT CARDS
Orders paid with a Gift Card or eGift Card will receive a store credit.
PROMOTIONS & GIFTS WITH PURCHASE
Where promotions have been applied, discounts will be applied to each item in the basket. In the event of a return, you will only be refunded the amount paid. If your order contained a free promotional gift, the gift must be included with the return of any related items.
RETURNS FROM OTHER RETAILERS
We can only accept returns for items purchased from mylivia.com. Products purchased from other retailers or etailers can only be returned to the original place of purchase. When you choose to buy through these outlets you are committing to their individual terms and conditions regarding refunds and returns.
Most orders are processed within 24 hours of receipt (processing time does not include days outside of business hours). Others are processed faster! We do everything we can to ensure you get a speedy delivery.
Orders placed on Saturday and Sunday will be processed the following Monday, if it is not a holiday. All purchases are subject to credit authorization prior to processing. Only authorized purchases may be processed and shipped.
Customers are able to check the status of pending orders by visiting the Order Status page on your confirmation email. Alternatively, you may email us or call customer service- we will be happy to assist you. Once your order is shipped, your tracking number (if available) will be displayed or emailed to you. To track your order via the carrier's website, you may click on the tracking number to view the delivery status of your order.
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons for cancellation are:
- Item(s) not available.
- Difficulty in processing payment information.
- Cannot ship to address provided.
- Duplicate order was placed.
- Cancelled due to a customer request.
If you feel there was an error, please do not hesitate to reach out to us to resolve any issues.
If an item selected is temporarily out of stock at the time of your order, you will be notified via email. You will not be charged for any item until it is shipped.
ONLINE PURCHASE RETURN OR EXCHANGE
- If you wish to return a product, please do so within 30 days from the ship date for a refund on the purchase price, less the cost of shipping. Refunds will be credited to the original credit card used for payment.
- Purchases of gift certificates and sale items cannot be returned for a refund or exchange.
- For any bundled purchases, individual components may not be returned separately.
- We are not accepting exchanges at this time.
- Naturally, we cannot take returns or exchanges on any opened/ used products.
To return an item(s) please follow these simple steps:
- Contact customer service and list the items you are returning and your order number.
- We recommend shipping your return with a service that provides tracking and/or insurance as we are not responsible for any packages lost in transit. Return address will be provided to you when a request has been made.
- Your return will be processed promptly upon arrival. Please allow 2-3 weeks from the shipping date for your account to be credited. Shipping and handling fees are not refundable.
- We do not refund shipping unless the return is a result of our error or a faulty item.
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately firstname.lastname@example.org.. Please provide the order number along with your email address and phone number for faster service.
For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
NO PRICE ADJUSTMENT POLICY
We do not offer price adjustments on any products.
MAXIMUM PURCHASE POLICY
Orders are limited to no more than six (6) units of any items with a maximum purchase of £500 (not including shipping, handling and tax) per customer per order per month. Furthermore, frequent orders in a one month period of multiple units may be rejected by mylivia.com.