ORDERINGBack to FAQ
How do I place an order in the webshop?
To place an order, please select your favourite items in the shop and place them in your shopping cart. You can shop for items throughout the webshop through the buttons ‘shop now’. You can also narrow your search by using the main menu navigation in the left top corner or the drop-down banner on top of the homepage.
You can review your selected items by clicking the shopping bag icon in the top right corner of the webshop. You can remove items from your shopping bag at any time during your visit by selecting the 'trashcan' icon under each specific item. You can change the quantity of your product by updating quantity and clicking ‘update shopping cart’.
Once you have decided what you would like to purchase, click the ‘proceed to checkout’ button where you can check out by logging into a previously created account, or as a guest customer by creating an account after your order has been placed. You will need to enter billing, shipping and card information before you place your order.
Please note: If you are using a voucher code, you can only use one (1) discount code with every order. Tip: if you have multiple vouchers, use the voucher that gives you the biggest discount first.
Fill in your personal details or log in if you are already registered. Choose your delivery preference and select your payment method. Check your data one last time and finalize your order. After completion, your order will be processed by our LIV|VIE customer service within 24-hours. At this moment you will receive a confirmation of your order by email. In case you have not received a confirmation email from us within 24-hours, please check the junk/spam file in your email account. If you still have any questions concerning the status of your order, please contact our customer service at email@example.com.
How do I change currency?
All prices in the LIV|VIE webshop are available in EUR (euro) and USD (US dollars).
You can change the currency by clicking on the currency options at the top right hand corner of the page and select your preferred currency on a desktop.
How do I contact Customer Services?
Our Customer Services team is available Monday – Friday 9:00am-5:30pm.
You can contact us by email at firstname.lastname@example.org or through the contact form here in the LIV|VIE webshop.
You may submit your request in English, Dutch, French, Spanish or German.
Our Customer Service will reach out to you within 2 business days of receiving your request. Any inquiries during the weekend or during holidays will be handled within 2 business days as of the next business day.
If your query is regarding an existing order, please always include your order number.
Do I need to register to place an order?
No. You have the option to checkout without creating an account or registering to our newsletter. However registering is quick and easy and will enable you to access your account using your email address and password. Having an account enables you to safely save your details for faster shopping and gain access to your past orders.
If you register to our newsletter, you will be asked to create an account which will only take a minute. On completion of creating your account, you will be sent a 'Welcome' email with a 5% off gift voucher code (please check the junk or spam file in your email account if you don't receive the email). The 5% discount voucher code can be used on all the products across the webshop. Exclusions may apply to a limited selection of products, these exclusions will be notified in the ‘Welcome’ email including the gift voucher.
What if an item in my shopping cart is no longer available?
We are sorry that it was not possible to complete your order due to an ‘out of stock’ issue. The article selection on the site is 'live' and is linked to the actual stock in our warehouse. This means that items in your shopping cart/bag are not reserved for you before you proceed to checkout. If you have successfully completed the 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.
How will my order be packaged?
At LIV|VIE we place a lot of attention and detail in the packaging of your order. We also value our ecological footprint and maximize our efforts to choose sustainable packaging materials and choices. As such, an order with several items will be packed jointly in ecological tissue paper and will then be placed inside an ecological LIV|VIE webshop box for shipping.
To avoid any extra packaging layers and taking into account your privacy and the confidentiality of your order, no reference is made to LIV|VIE on the outside of the webshop box. Credentials of LIV|VIE can be found on the shipping label.
Each item will be personally inspected by a member of our LIV|VIE Customer Service, before it is packaged and sent out for delivery.
Do the colors in the webshop pictures match with the actual items?
We do our very best to photograph our items as truthfully as possible. However, sometimes the colors in the picture may vary slightly from the actual colors, depending on the light, light incidence or the setting of your screen. In any case, you will find a color description in the description of the item, but if you are still in doubt about the color please contact LIV|VIE Customer Service at email@example.com.
Can I cancel my order?
If you want to cancel an order you can always reach out to our customer service through the contact form or by email at firstname.lastname@example.org. Please always include your order number with your request. Cancellation is only possible if your order has not yet left our warehouse.
Has your order been shipped? Then you can return the package.
How can I return my order?
Log in in the returnportal https://liv-vie.shipping-portal.com/rp/ with your order number and the e-mail address you used to place your original order. Then go through the steps of the return process and you will receive a free return label to download.
You can request the return of your order within 14 days of receiving your order by sending an e-mail to the LIV|VIE Customer Service at email@example.com. Please include in your request your order number, your LIV|VIE account information, the reason for returning the product and in case of a deficiency include evidence of the deficiency.
Our LIV|VIE Customer Service will follow-up on your request within two (2) business days.
Our LIV|VIE Customer Service will confirm your return and provide you with a return form. The customer must complete the return form and include this in the return package. The customer must return the product at their own expense to LIV|VIE BV, to the attention of the LIV|VIE Customer Service, Sporkenlaan 43, 2980 Zoersel, Belgium within 14 days of receipt of the return form.
Can I change the address details of my order?
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 your order number to firstname.lastname@example.org. Afterwards you can place a new order with modified delivery details.
Did I place my order 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 email 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 placed in your shopping cart disappear because they are no longer in stock. If you want to be sure of your purchase, we advise you to finalize the payment of the order of the item as quickly as possible.
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.