Faq

 

CONTACT INFORMATION

LIV|VIE BV

Sporkenlaan 43

2980 ZOERSEL

BE0780 759 928

MOBILE +32 (0)474 26 79 66

MAIL: info@liv-vie.be

SALES: sales@liv-vie.be

 

ORDER

How do I place an order on the webshop?

Ordering from the LIV|VIE webshop is actually very simple: you choose your favorite items and place them in your shopping cart. Via the menu you can easily navigate through the various product categories to quickly find what you are looking for. If you have found what you were looking for, click on the icon "shopping cart" in the upper right corner and go through the next steps of the ordering and payment process. Fill in your personal details or log in if you are already a customer. Choose the delivery method and select the payment method. Check your data one last time and finalize your order. After completion your order will be confirmed by e-mail and carefully processed. If there are any questions or problems with your order you can always contact our customer service at sales@liv-vie.be.

I wanted to finalize my order but an item is suddenly no longer available? How come?

What a pity that it was not possible to complete your order. The article selection on the site is 'live' and is linked to the actual stocks in our warehouse. This means that an item is not reserved for you until you have gone through the entire ordering process and successfully completed it. Until then, another customer can order the same item. If that happens, you will receive a notification during the ordering process that the item is no longer in stock.

Are the colors in the pictures correct?

We do our very best to photograph the clothing as truthfully as possible. However, sometimes the colors in the picture may vary slightly from the actual colors, depending on the light or the setting of your monitor. In any case, you will find a color description in the description of the article, but if you are still in doubt about the color, please contact our customer service sales@liv-vie.be.

Can I cancel my order?

If you want to cancel an order you can always send us an email with the order number of your order. You can do this at sales@liv-vie.be. Cancellation is only possible if your order has not yet left our warehouse. Has your order been shipped? Then you can return the package. You can return your order via the returns portal. On the return portal, you fill in your order number and email address with which you placed your order. Then you go through the steps of the return process and you will receive a free return label to download.

Can I change my address details?

Once your order has been placed, it is no longer possible to change the address details for this order. You can cancel the order by sending an email with the order number to sales@liv-vie.be. Please then place a new order with modified delivery details.

Did my order arrive successfully?

Once your order has been successfully completed, you will receive an order confirmation email at the email address you provided. When your package has left our warehouse, you will receive a second e-mail with the track and trace code. With this code you can follow your package until it is delivered.

Can I reserve items?

Unfortunately it is not possible to reserve items. Items remain available to everyone, even if you have placed them in the shopping cart. It is therefore possible that the items you have in your shopping cart during your shopping disappear because they are no longer in stock. If you want to be sure of your purchase, we advise you to finalize the order of the item directly by paying for it.

How can I find my right size?

Are you unsure about your size? Please check out the instructions in our size chart to find the right size.

If your measurements fall between 2 sizes, choose one size smaller for a tighter fit and one size larger for a looser fit. If your chest and waist measurements belong to two different sizes, order the size that belongs to your chest circumference.

PAYMENT AND DISCOUNT CODES

How do I pay?

At LIV|VIE we work with the payment system of Mollie, the pioneer in the payment industry, to handle your online payment. We do not have access to your confidential payment information, nor do we store it. All prices shown on our website include 21% VAT. The shipping costs will be added afterwards. You can choose from the following secure payment methods:

 

Mollie Payments:

- MASTERCARD

- VISA

- BANKCONTACT/MISTER CASH

- IDEAL

 

What if my payment was not successful?

If this is the case, our customer service will contact you to find out what went wrong during your order process. You can also always contact us yourself via the e-mail address sales@liv-vie.be.

Can I use multiple discount codes with my order?

Unfortunately, it is not possible to use multiple discount codes at the same time.

A tip: always use the code that gives the highest discount first.

 

SHIPPING AND DELIVERY

When can I expect my order?

Have you placed your order on a working day before 3 pm? Then your order will be delivered within 2 or 3 days.

Once your package has been shipped, you will receive a shipping confirmation with the track and trace code so you can follow your package.

Exceptionally it may happen that the shipment of your order from our warehouse is delayed, in which case we will inform you as soon as possible.

If the shipment of your order is delayed by the courier service, i.e. after the shipment has left our depot, you will be notified via e-mail by the courier service.

If you order over the weekend, your order will be processed and shipped on Monday.

 

Do I have to pay the shipping costs?

The shipping costs are always for the buyer.

They are automatically added to the total amount of the order.

Can I follow the status of my order?

Once your package has been shipped, you will receive a shipping confirmation at the e-mail address that you have entered during the ordering process, containing the track & trace code with which you can follow your package.

Is it possible that my track & trace code is not working?

Your package can be followed from the moment that the driver has registered his route for the day. It is therefore possible that the code only works 12 hours after receipt.

My parcel has not been delivered! What should I do now?

It may be that your package has been delayed by the courier service. We advise you to first look carefully at the track and trace code. Here is indicated at what time the package will be delivered. If in doubt, please contact our customer service at the e-mail address sales@liv-vie.be. Our customer service will help you within 48 hours.

What if I am not home at the time of delivery?

If you are not at home at the time of delivery, the package can be delivered to another safe place if you register your delivery preferences. This can be at the neighbors or at a safe place around your house. This ensures that your package is always delivered safely even if you are not home for the delivery.

 

MY LIV VIE ACCOUNT

What can I do with a LIV|VIE account?

If you are a new customer, we recommend that you create a LIV|VIE account. A LIV|VIE account will allow you to checkout faster, keep your own address book and view your orders. The next time you order it will be easier to checkout and you won't have to fill in any more details.

How can I change my details in my account?

When you log into your LIV|VIE account, you can change your details very easily.

How can I unsubscribe from the LIV|VIE newsletter?

When you log into your LIV|VIE account you can easily subscribe or unsubscribe to the newsletter.

What happens to my personal data?

LIV|VIE collects and processes the personal and business data received for the purpose of contract performance, customer management, purchases, accounting and direct marketing activities in accordance with the new Belgian Privacy Act of 30 July 2018. The data controller is LIV|VIE BV, Sporkenlaan 43 at 2980 Zoersel.

These personal data will only be passed on to processors, recipients and/or third parties to the extent necessary for the aforementioned processing purposes.

 

RETURNS

Can I return my ordered items?

Is your order not what you expected? Is it the wrong size, or is there another reason why you want to return your order? No problem at all! Within 14 days after receipt you may return the item!

You can return via our returns portal.

Log in with your order number and the e-mail address with which you placed your original order. Then go through the steps of the return process and you will receive a free return label to download.

Upon receipt of your return it will be processed within 5 working days, the refund will be effective immediately thereafter. We will refund you with the same payment method with which you originally placed your order. How quickly the money is in your account depends on your payment method. This can still take 3 to 5 working days.

Within how many days can I return my items?

All items can be returned within 14 days of receipt. Please note that your returned item must meet the following conditions:

 

- The item is unworn.

- The item is undamaged.

- The item has the attached labels.

 

Discounted items are not taken back and returning items is entirely your responsibility.

Within what time frame will my return be processed?

Once we have received your return in good order, we will process it. You will receive a confirmation by email.

Within 14 days the amount of your returned order will be refunded to your account, provided that no damage has been established to the returned clothing.

When I return my order, do I have to pay the return costs as well?

When you return the complete package, the full purchase amount will be refunded.

Within 14 days the amount of your returned order will be refunded to your account, provided that no damage has occurred to the returned clothing.

You can return the items to:

LIV|VIE

Sporkenlaan 43

2980 Zoersel

 

Can I exchange my items?

Unfortunately it is not possible to exchange items purchased through our webshop. We would like to advise you to follow the steps below when you are interested in another item.

Step 1. Return the unwanted item. This item will be considered as a normal return and will be processed within 14 working days. The return amount of your order will be refunded to your account within 14 days.

Step 2. In the meantime, order a new item on our website. If you do this on a working day before 3 pm, you will have the item the next day.

My order has not yet been processed in the system? What should I do now?

When you have sent the package back, it takes up to 14 working days before we have received and processed your return in good order. As soon as your return has been processed by us, you will receive a confirmation e-mail from sales@liv-vie.be.

If you have not received a confirmation email after 14 working days, we recommend you to contact our customer service at sales@liv-vie.be. Keep your Track and Trace code at hand. Without this code we cannot guarantee that we can still process the return.

COMPLAINTS

I have a complaint about my item? What should I do now?

We do everything to deliver a perfect product. If an item of clothing does not meet your expectations, please contact our customer service at the e-mail address sales@liv-vie.be. Always give an accurate description of your complaint. In case of complaints regarding your order, always mention the order number of your order and in case of damage, add a picture of the damage. Our customer service will contact you within 48 hours.

General complaints?

For general complaints, complaints about the website, delivery or conditions, you can contact the customer service at the e-mail address sales@liv-vie.be. Always give an accurate description of the complaint and in case of complaints about the delivery always mention the order number of your order. Our customer service will contact you within 48 hours.

My order is not complete, what should I do?

If you have received your order and it is not complete, please contact our customer service at the e-mail address sales@liv-vie.be. Always mention the order number of your order.

I have received a damaged article? What should I do now?

If you have received your order and one or more items are damaged, please send a photo of the damage to our customer service within 24 hours to the e-mail address sales@liv-vie.be. Always include the order number of your order.  Our customer service will contact you within 48 hours.