Legal
Returns &
Refunds
Effective 16 July 2026 · lyvellashop.com
Return Eligibility
We want you to love your Lyvella purchase. If something isn't right, you have 30 days from the date of delivery to request a return. To qualify, items must meet the conditions below. This is a voluntary commercial policy and operates in addition to your statutory consumer rights.
Eligible for return
- Item requested within 30 days of confirmed delivery
- Unused and unworn — in the same condition as received
- All original tags and labels still attached
- Returned in original undamaged packaging
- Accompanied by proof of purchase or order number
- Items that are defective, damaged in transit, or not as described — at any time
Not eligible for return
- Items returned after the 30-day window from delivery
- Items that have been used, worn, or show signs of use
- Clothing items that have been washed or altered
- Items damaged by the customer through misuse or neglect
- Items without original tags, labels, or packaging
- Sale items explicitly marked "Final Sale" at time of purchase
Contact us at info@lyvella-shop.com before sending anything back. We will assess your situation and advise the best course of action — we would always rather help you directly than have you bear unnecessary return shipping costs.
Lyvella product categories: Our return policy applies across all Lyvella products, subject to the eligibility conditions above and the non-returnable items listed in Section 05.
How to Return
Please do not send items back without first obtaining a Return Authorisation (RA) from us. Unauthorised returns may not be processed. Follow the steps below to initiate a return.
Contact us by email (preferred): Email info@lyvella-shop.com with the subject line "Return Request — Order #XXXXX". Include your name, order number, the item(s) you wish to return, and the reason for return. We will respond within 1–2 business days.
Contact us by phone: Call us at +1 (800) 555-0134 during business hours (Mon–Fri, 9:00 AM–5:00 PM ET). Have your order number ready. We will guide you through the process and send written confirmation of your Return Authorisation by email.
Contact us within 30 days of delivery
Email info@lyvella-shop.com with your order number and reason for return before the 30-day window expires. The 30-day period starts from the date your delivery was confirmed, not the date your order was placed.
Receive your Return Authorisation number and return address
We will email you a Return Authorisation (RA) number and confirm the exact return shipping address within 1–2 business days. Do not ship until you receive this confirmation — returns sent without an RA number may not be recoverable. Our default return-to address is below, for reference only:
Zhouchao
4th Floor, Shuanglun Yurong, No. 288-1, Dongkang Road
Xinfeng Village, Xiaoshan District
Hangzhou, Zhejiang Province
Postal code: 311201
Mobile: +86 189 6910 3459
Pack your item securely in original packaging
Repack the item in its original packaging wherever possible. Include your RA number on a note inside the parcel. Ensure all original tags and labels remain attached.
Ship using a trackable service and keep your receipt
Send your return via a tracked postal or courier service. Note: customer pays return shipping costs for change-of-mind returns. We cover return shipping for defective, damaged, or incorrectly shipped items (see Section 06).
Receive your refund confirmation email
Once we receive and inspect your returned item, we will send a Refund Confirmation email. Your refund will then be processed to your original payment method within 5–10 business days (see Section 03).
| Return scenario | Return shipping cost | Paid by |
|---|---|---|
| Change of mind / preference | Customer's cost | Customer |
| Item is defective or faulty | Prepaid label provided | Lyvella |
| Item damaged in transit | Prepaid label provided | Lyvella |
| Wrong item delivered | Prepaid label provided | Lyvella |
| Item not as described | Prepaid label provided | Lyvella |
Refund Processing
Refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting the returned item. Processing times vary by payment method. We do not charge restocking fees.
Every approved return results in a full refund to your original payment method — no deductions, no restocking fees.
Once we confirm your return is approved after inspection, we initiate the refund immediately. You will receive a Refund Confirmation email at this point. Please allow additional time for your bank or payment provider to process and post the credit to your account.
Credit & Debit Cards (Visa, Mastercard, American Express, Discover): Refund issued within 5–10 business days of inspection approval. Your bank may take a further 3–5 business days to post the credit to your statement.
PayPal: PayPal refunds are typically processed within 3–5 business days of inspection approval. The funds will be returned to your PayPal balance or original funding source.
Klarna: Refunds are issued within 5–10 business days of inspection approval, applied to your Klarna invoice, instalment plan, or linked payment method.
Refund Confirmation Email: We send a Refund Confirmation email as soon as your refund has been processed on our end. If you have not received this email, please check your spam folder or contact us at info@lyvella-shop.com.
Refund timeline from return receipt
Return parcel received at our facility
We email you to confirm your parcel has arrived. Day 0 of the inspection period.
Item inspection (1–3 business days)
We inspect the returned item to confirm it meets eligibility conditions. You will be notified of the outcome by email.
Refund initiated — Confirmation email sent
If approved, we initiate your refund and send a Refund Confirmation email. If not approved, we will contact you to explain why and discuss options.
Bank / payment provider processing (1–5 business days)
Your bank or payment provider processes the credit. Total time from return receipt: typically up to 10–13 business days.
Funds appear in your account
The refunded amount is visible in your bank statement or PayPal balance. If funds have not appeared after 15 business days from our Refund Confirmation email, contact us immediately.
Exchanges
We offer exchanges for a different size or colour of the same item, subject to stock availability. Exchange requests must be made within the same 30-day return window from your delivery date.
Exchange eligibility & process
- Request your exchange within 30 days of confirmed delivery
- Exchanges available for a different size or colour of the same item only
- Subject to current stock availability — we will confirm before processing
- Original item must meet return eligibility conditions (unused, original packaging, tags attached)
- We ship the exchange item with FREE tracked shipping once we receive and inspect the return
How to request an exchange: Email info@lyvella-shop.com with subject "Exchange Request — Order #XXXXX". Include your order number, the item you wish to exchange, and the size or colour you would like instead. We will check availability and confirm the exchange before you ship anything back. If your preferred size or colour is out of stock, we will offer you a full refund instead.
Exchange shipping note: For change-of-mind exchanges, the customer is responsible for the cost of returning the original item. We will ship the replacement item to you at no additional charge. For exchanges due to our error, we cover all shipping costs in both directions.
Non-Returnable Items
Certain items cannot be returned or refunded due to their nature. Please review this list before purchasing. For defective or faulty versions of any item, your statutory consumer rights still apply — contact us at info@lyvella-shop.com.
Items that cannot be returned
- Personalised or custom-made items — items made to your specifications, engraved, monogrammed, or otherwise customised
- Digital products — downloadable software, e-books, digital templates, or any product delivered electronically
- Hazardous goods — flammable liquids, aerosols, or any items classified as hazardous for postal transport
- Final Sale items — items explicitly marked "Final Sale" on the product page at the time of purchase
- Gift cards — Lyvella gift cards and store credit vouchers are non-refundable and non-transferable
- Hygiene-sensitive products — items with a hygienic seal that has been broken after delivery
These exclusions apply to our voluntary commercial return policy only. If any of the above items are defective, faulty, or not as described, your statutory rights under applicable Dutch and U.S. consumer protection law still apply. Please contact us and we will assess your claim.
Damaged or Defective Items
If your item arrives damaged, develops a manufacturing fault, or is not as described, we want to make it right. Contact us within 48 hours of delivery for transit damage, or as soon as a fault is discovered. We cover all return shipping costs in these cases.
If your order arrives with visible damage to the outer packaging or to the item itself, report it to us within 48 hours of confirmed delivery. Email info@lyvella-shop.com with photographs of the outer packaging, inner packaging, and the damaged item before any further use.
Document the damage with photographs
Photograph the outer packaging, inner packaging, and the damaged or defective item from multiple angles. Keep all packaging materials until your claim is resolved.
Contact us within 48 hours (transit damage) or upon discovery (manufacturing fault)
Email info@lyvella-shop.com with subject "Damaged/Defective Item — Order #XXXXX". Include your order number, a description of the fault, and your photographs. We respond within 1–2 business days.
We provide a prepaid return label (at no cost to you)
For items confirmed as damaged in transit, defective, or not as described, we will send you a prepaid return shipping label at no cost to you.
Receive a replacement or full refund
Once we receive and inspect the returned item, we will offer you a replacement of the same item (subject to availability) or a full refund. The choice is yours.
What we cover
- Manufacturing defects and faults
- Transit damage (reported within 48 hours with photos)
- Wrong item delivered
- Item significantly different from description
- All return shipping costs for the above
What we do not cover
- Normal wear and tear through regular use
- Damage caused by misuse, accident, or improper care
- Cosmetic damage not affecting item functionality
- Transit damage reported more than 48 hours after delivery
Consumer Rights
Lyvella ships to customers throughout the United States. Your statutory consumer rights under applicable U.S. federal and state law apply in full and are not diminished or waived by this returns policy. Where your statutory rights are more favourable than our commercial policy, your statutory rights take precedence.
Our return policy supplements and does not limit your rights under applicable consumer protection laws.
The 30-day return window described in this policy is a voluntary commercial policy offered by Lyvella that goes beyond any statutory minimum. It operates in addition to any statutory rights you may have. Nothing in this policy constitutes a waiver of your rights under U.S. federal or state consumer protection legislation.
United States: Consumers in the United States are protected by applicable state consumer protection laws and, for goods, by implied warranties under the Uniform Commercial Code (UCC) as adopted by most states. See our U.S. Consumer Protection Law page for full details on your statutory guarantees. Our 30-day return window is a voluntary commercial policy that operates in addition to these statutory protections.
Dispute resolution: If you are unable to resolve a concern with us directly, you may contact the Federal Trade Commission (FTC), your state Attorney General's consumer protection office, or your local Better Business Bureau (BBB) for guidance. See our Terms of Service for details on how disputes are handled.
Contact Us
Our support team is here to help. If you have a question about a return, refund, or exchange, please reach out and we will do everything we can to resolve it quickly and fairly.
We aim to respond to all enquiries within one business day.
Before escalating to your bank or payment provider, please contact us directly. We maintain full records of every order and can typically resolve issues far faster than a bank dispute process, which can take 30–90 days.
Email us: info@lyvella-shop.com — response within one business day.
Call us: +1 (800) 555-0134 — available Monday–Friday, 9:00 AM–5:00 PM (ET).
LMTrade (trading as Lyvella), Trondheimstraat 10, 7559JE Hengelo, Netherlands
KvK 94707278 · VAT NL005103934B84
Need help with a return or refund?
Email us with your order number and we will guide you through the process. We typically respond within one business day.
LMTrade (trading as Lyvella)
Trondheimstraat 10
7559JE Hengelo, Netherlands
KvK 94707278 · VAT NL005103934B84