Legal
Shipping
Policy
Effective 16 July 2026 · lyvellashop.com
Order Processing
Once your order is placed and payment is confirmed, our fulfilment team begins preparing your items for international dispatch to the United States. Processing time is separate from and in addition to the delivery transit time.
Order journey
Order placed & payment confirmed
Your order enters our fulfilment queue immediately upon successful payment confirmation. You will receive an order confirmation email with your order number and a summary of items purchased.
Processing (1–2 business days)
Picking, quality inspection, packaging, and customs documentation preparation for your items.
Dispatch & tracking notification
Once your order ships, you will receive a dispatch confirmation email containing your international tracking number. Please allow up to 48 hours for tracking information to appear in the carrier's system after receiving this email.
Delivery to your door
Your order is delivered within an estimated 7–15 business days from the date of dispatch, including international transit and U.S. customs clearance. See section 02 for details.
Orders placed on weekends or public holidays will begin processing on the next available business day. The processing window of 1–2 business days starts from that next business day.
During high-volume periods such as Black Friday, Cyber Monday, Christmas, and New Year, processing and international transit times may be slightly extended. Any applicable notice will be displayed on our website at the time of ordering.
If you need to modify or cancel your order, please contact us at info@lyvella-shop.com as soon as possible. We can accommodate changes only while your order is still in the processing stage. Once dispatched, orders cannot be modified or cancelled, but may be eligible for return under our Returns Policy.
Processing confirmation: You will receive an email at each stage: order confirmation, dispatch with tracking, and delivery confirmation. If you have not received your order confirmation email within 30 minutes of placing your order, please check your spam or junk folder before contacting us.
Delivery Timeframes
Delivery timeframes are estimates measured from the date of dispatch — not the date your order was placed. Because orders ship internationally to the United States, timeframes include ocean/air transit and U.S. customs clearance. These estimates are provided in good faith and reflect typical carrier performance, but are not contractually guaranteed delivery dates unless specifically stated at checkout.
| Destination | Shipping Cost | Est. Delivery | Tracking |
|---|---|---|---|
| Continental United States | FREE | 7–15 business days | Included |
| Alaska & Hawaii | FREE | 10–18 business days | Included |
All Shipping is FREE — no minimum order required.
Every single Lyvella order ships with free tracked delivery, regardless of order value or item category. All import duties and tariffs are already included in the price — there are no hidden shipping fees and no thresholds to meet. What you see at checkout is what you pay.
Business days defined: Business days are Monday through Friday, excluding public holidays. Weekends and public holidays do not count toward the estimated delivery window.
Total estimated timeframe: Adding processing (1–2 days) and international transit with customs clearance (7–15 days) together, most customers receive their orders within 8–17 business days of placing their order under normal conditions.
Delivery estimates are not guaranteed dates: Timeframes shown are carrier and customs estimates only. LMTrade cannot be held responsible for delays caused by carrier network disruptions, customs processing delays, severe weather events, force majeure circumstances, or an incorrect delivery address provided at checkout. If your order is significantly overdue, contact us and we will investigate with the carrier on your behalf.
Tracking Your Order
Every Lyvella order ships with an international tracking number so you can monitor your delivery from dispatch to your door, including customs clearance milestones. You will receive automated notifications by email to keep you informed throughout the journey.
A dispatch confirmation email containing your tracking number and a direct tracking link is sent to your registered email address once your order has been collected by the carrier. Please allow up to 48 hours for tracking information to activate in the carrier's system — this is normal and does not indicate a problem with your order.
Order confirmation email
Sent immediately after payment is confirmed. Contains your order number, itemised list of products purchased, delivery address, and estimated dispatch window.
Dispatch confirmation & tracking number
Sent once the carrier has collected your parcel. Contains your unique tracking number and a direct link to the carrier's tracking page.
In-transit & customs clearance updates
As your parcel moves through the carrier network and U.S. customs, tracking milestones will update. Occasional pauses during customs processing are entirely normal and do not mean your parcel has been held for any issue on your part.
Out for delivery notification
Many carrier partners send a notification on the day of delivery. Please ensure someone is available to receive the parcel where possible.
Delivery confirmation
A final notification is sent when your parcel is marked as delivered. If you receive this but have not received your parcel, check with neighbours or building reception, then contact us within 48 hours at info@lyvella-shop.com.
If your tracking number shows no movement for more than 5 business days beyond the estimated delivery date, please contact us at info@lyvella-shop.com with your order number. We will open a formal investigation with the carrier on your behalf. Please do not open a bank dispute while an investigation is active — this will not accelerate resolution.
Shipping Regions
Lyvella currently ships to all 50 U.S. states. We cover the vast majority of U.S. addresses at no additional cost.
Coverage
- All 50 U.S. states, including Alaska and Hawaii (additional transit time applies)
- U.S. territories may be available on request — contact us to confirm before ordering
- PO Box delivery available for eligible shipping methods
Shipping outside the United States: At this time, Lyvella ships exclusively within the United States. If you are located in another country and would like to place an order, please contact us at info@lyvella-shop.com — we are continually working to expand our shipping coverage.
Customs & Duties
Lyvella ships to the United States from our fulfilment facility abroad. Following the U.S. government's elimination of the “de minimis” duty-free exemption, formal customs entry and applicable duties now apply to international shipments regardless of order value.
To keep things simple, Lyvella ships on a Delivered Duty Paid (DDP) basis: all applicable U.S. import duties, tariffs, and customs processing fees are calculated in advance and included in the price you pay at checkout.
United States — duties included, no surprise fees
- All applicable U.S. import duties and tariffs are prepaid by Lyvella and included in your order total at checkout
- You will never be contacted by customs, the carrier, or a broker for additional payment on delivery
- Formal customs clearance is handled on your behalf as part of our shipping process; this is already reflected in the 7–15 business day delivery estimate
- Consumer protections are governed by applicable U.S. federal and state consumer protection law
“Delivered Duty Paid” means Lyvella, not you, is responsible for paying import duties and taxes. The price shown at checkout is the total price — there is nothing further to pay when your parcel arrives, no matter which state you live in.
Occasional customs holds: Independent of duties owed, a small percentage of shipments may be selected for routine customs inspection, which can add 1–3 business days to transit time. This is already accounted for in our estimated delivery window and does not require any action from you.
Package Issues
While the vast majority of Lyvella orders arrive safely and on time, we understand that issues can occasionally occur during international transit. Please review the guidance below and contact us promptly so we can resolve your case as efficiently as possible.
Email: info@lyvella-shop.com
Phone: +1 (800) 555-0134
Hours: Monday–Friday, 9:00 AM–5:00 PM (ET)
Always include your order number when contacting us about a package issue.
Lost package: If your tracking shows no movement for more than 5 business days beyond the estimated delivery date, or if your parcel has not arrived within 30 days of dispatch, contact us immediately. We will open a formal investigation with the carrier. Once the carrier confirms the parcel as lost, we will arrange a full replacement or issue a complete refund — your choice, at no cost to you.
Wrong item received: If you receive an item that does not match what you ordered, contact us within 7 days of delivery with your order number and a photo of the item you received. We will arrange a prepaid return label and send the correct item as a priority, or issue a full refund. You will not incur any cost for return shipping or re-delivery in these circumstances.
If your order arrives with visible damage to the packaging or the item itself, you must report it to us within 48 hours of confirmed delivery. Email info@lyvella-shop.com with your order number and clear photographs of the outer packaging, inner packaging, and the damaged item. Do not discard any packaging — the carrier may require it as evidence.
Document the damage immediately
Photograph the outer packaging from multiple angles, then the inner packaging and the item itself. This must be provided to us within 48 hours of delivery.
Contact Lyvella with your evidence
Email info@lyvella-shop.com with the subject line "Damaged Item — Order #XXXXX". Attach all photographs and briefly describe the damage. We aim to respond within 1–2 business days.
We investigate with the carrier
We will open a formal damage claim with the carrier on your behalf using the evidence provided. You may be asked to retain the damaged packaging until the claim is resolved.
Resolution — replacement or refund
Upon claim resolution, we will issue either a full replacement or a complete refund — whichever you prefer. We will not ask you to pay return shipping for items damaged in transit.
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
If your tracking shows “Delivered” but you haven't received your parcel, contact us — we will investigate.
Package theft is an unfortunate reality in some areas. If your carrier tracking status shows "Delivered" but you cannot locate your parcel, please take the steps below before contacting us.
Step 1 — Check your surroundings: Check with neighbours, communal areas or building reception, any safe location near your property, and with household members who may have collected it on your behalf.
Step 2 — Contact us within 30 days: If the parcel cannot be located, email us at info@lyvella-shop.com with your order number. We will contact the carrier to obtain a Proof of Delivery (POD) and GPS delivery coordinates where available.
LMTrade is not liable for parcels confirmed as delivered by the carrier to the correct address that are subsequently stolen. However, we will always investigate fully and work with you and the carrier to find the best resolution. Filing a police report for stolen parcels is recommended.
Contact Us
Our customer support team is available Monday through Friday to answer any questions about your order, shipping, tracking, or this policy. We aim to respond to all enquiries within one business day. Please always include your order number in any correspondence.
Email support: info@lyvella-shop.com — our primary support channel and the fastest way to reach us for shipping queries, tracking updates, and package issue reports.
Phone support: +1 (800) 555-0134 — Monday–Friday, 9:00 AM–5:00 PM (ET). Please have your order number ready before calling.
LMTrade (trading as Lyvella)
Trondheimstraat 10
7559JE Hengelo, Netherlands
KvK 94707278 · VAT NL005103934B84
This is our registered business address. For customer support, please use email or phone above. · lyvellashop.com
Response time expectations: We endeavour to respond to all emails within one business day (Monday–Friday). During peak periods, response times may be slightly longer.
We strongly encourage you to contact us directly before initiating a bank dispute or payment chargeback. Chargebacks typically take 30–90 days to resolve and do not accelerate any carrier investigation. LMTrade maintains full shipping records, tracking data, and carrier correspondence for every order. Contacting us directly is always the fastest path to resolution.
Questions? We're here to help.
Our team responds to all emails within one business day, Monday through Friday.
LMTrade (trading as Lyvella)
Trondheimstraat 10
7559JE Hengelo, Netherlands
KvK 94707278 · VAT NL005103934B84