Refund policy

At lilivie, we take every single customer seriously and are committed to resolving their issues to their satisfaction. All of our items undergo strict quality control checks before being sent out to our customers.

If you have an issue or are not satisfied with your purchase, please Contact Us directly, and we will offer you solutions according to your case. We will confirm whether you need to return the item(s) and to which address you return it.

Return policy

  1. Online purchases (Final sale items, accessories, bags and gifts excluded) made through lilivie are valid for exchange and return within 30 days from the date you've received all your item(s).
  2. Items must be unused, undamaged, come with all original tags and their original packaging. If not, the customer is responsible for all incurred fees and no refund will be issued.
  3. Customers are responsible for return shipping charges. Paid shipping fees will not be refunded. Refunds will only be applied to the original form of payment.
  4. Please contact us first before you request a return. We will be in touch with instructions for return after we receive your return request and solve your issue as soon as possible. Any return without our authorization is non-refunded.

*In accordance with our policy, a restocking fee of 10% of the original product value will be deducted from your refund.

*Exchanges are free of charge.

 

How do I return an item?

  1. Please send your to support@lilivie.com, providing the order number and your email as required.
  2. We'll reach out to you with instructions for return after we receive your return request.
  3. Prepare your package and pack your merchandise and all its contents (including box and dust bags) securely.
  4. Deliver your package. Make sure you get a receipt and code for tracking your parcel online.

How to issue a refund or exchange after I return the items?

Paid shipping fees will not be refunded.

Once we receive your returned items, we will process the refund or exchange according to your request.

For the refund, the refund time will depend on the payment method you used for your order. PayPal refunds may take up to 3 business days to process and appear in your account. Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company.

For exchange, it will take up 3 business days for us to arrange the reshipment for you. Once we ship the replacement out, we will send you a confirmation email.

 

*Please note that each item per order may only be subject to a single return or exchange request.