Frequently asked questions
1. Can I cancel my order?
We aim to dispatch your order quickly and efficiently to you, so upon payment your product details are sent to our dispatch offices ready to post out to you, we can not cancel your order / product / size / delivery address / delivery option or payment option.
2. Do you offer refunds?
We hope at Livvy & Will that you are happy with your item (s) if for any reason you would like to return your item (s) you may do so if not a sale item for a full refund (excluding all delivery costs) please complete our returns form that came with your order. Items returned without a completed returns form will result in a delay in processing its return. All the return items must be in the same condition and with tags attached as when the item left our dispatch offices within 14 days of ordering, it is advisable that you send your returns to us either recorded or special delivery, As you will have a tracking number to follow and keep tabs on, as we will not be liable for missing parcels or items. We aim to process your return asap, but please bear in mind that due to busy periods this may take up to 15 days.
Please note the following due to hygiene reasons we will not accept returns on swimwear / lingerie / knickers / bras or boxer shorts, so please make sure that you order the right size, if you are unsure please do not order.
We also photograph each item in detail from our dispatch office for our records before we send onto you, so that no item that we are aware of is sent out faulty to you.
Please note that any sale item that is returned to us, that is faulty, or we sent the wrong size, we will refund you including postage, any sales items that are returned that is not faulty or the wrong size sent, we will issue you with a credit note for the item (s) but not for postage. All Final Sale items we will not refund you, unless the item was sent out to you by us already faulty, of which you were not notified when you ordered at the final sale purchase.
3. Can I change my order?
No, our dispatch process starts upon payment.
4. What courier do you use for shipping?
We use the Post Office and DHL, Livvy & Will cannot be held responsible for any loss or damage for any item sent via any of our courier services.
All delays are out of Livvy & Will control and should be taken up directly with the courier your order was dispatched with.
No refunds will be offered on delayed items.
5. Why has my order not arrived yet?
This could be for a number of reasons, but as orders are dispatched from Guernsey, weather plays a big factor in our orders leaving the Island ie due to fog and very bad weather which is out of our control.
6. My product is faulty, what do I do?
If in the rare circumstances that your item is faulty please email us at hello@livvyandwill.com first, with further details of the fault so that we can check our photographic record of the said item and advise you accordingly, any returns to us, must include a completed returns form that was sent with the item.
7. Do we have retail premises in the UK?
Not as yet, we are an online company only.
8. Do I have to pay Duties and Import Taxes?
Please note that we do not cover customs or any duties or taxes on orders incurred in the country of destination, Any duties and taxes that are incurred in the country of destination are the sole responsibility of the customer. Livvy & Will have no control over duties / taxes or charges that may occur. You will be responsible for payment of any import duties / taxes or charges that are not included and payable on receipt of your order. Please contact your local custom offices for further information before placing your order.
9. How will I know when you send out my order to me?
We will send you an email as soon as your order is ready to be dispatched with the tracking number.
10. I have not yet received my order, what do I do?
If you have not received your order from us within seven days then please input your tracking number with the courier this should give you information on your parcel, if not then please email us at hello@livvyandwill.com, include your full name and address as well as your tracking number.
11. Do you deliver to P.O. Boxes?
No, as all our orders have to be signed for at point of contact.
12. Do you deliver to BFPO Addresses?
Not as yet.
13. Am I able to track my order?
Yes, when your order is ready to be dispatched, you will receive a tracking number by email from us, please check your spam box.
14. Is it safe to use my credit / debit card on Livvy & Will Web Site?
On Livvy & Will Web Site, every purchase is secure thanks to certified secure servers and advanced encryption services.
We use Secure Socket Layer (SSL) technology which encrypts and protects the data you send to us over the internet. If SSL is enabled, you will see a padlock at the top of your browser and you can click on this to find out more information about the SSL digital certificate registration.
You will also notice that the URL at the top of the browser begins with ‘https:’ instead of the normal ‘http:’ which means that you are in secure mode to safeguard your credit card purchases, you will always be asked to enter your CVV code for every order. To protect you as the cardholder and the payments made on our site, we may contact you by email if we need to verify your details.
If your card issuer is based in the EU, you may be asked to verify your payment due to new payment security measures under the second Payment Services Directive (PSD2). You’ll be directed to a dedicated page to enter further information or asked to authorize the payment using your mobile phone. Once completed, you’ll return to Livvy & Will website.
15. How much is delivery costs to me?
It's worked out automatically at checkout.
16. How long will delivery take?
We do not know is the honest answer, that would be up to the Courier delivering your order.
17. Return terms and guidelines.
Please read Numbers 2, 6, 18 and 19.
18. How long before I am refunded?
If the item returned is not a sale item, then please allow up to 15 days for the refund to be processed back to either your credit / debit card that was used to pay for your order. If the item was a sale item then please allow up to 10 days to be issued with a gift voucher number to be used as credit against future orders on our website.
19. How do I return my order?
There is included in each order that we dispatch a returns form, this gives you the information on how to proceed, please note that the returns form has to be filled out and included within your return item parcel.
20. For any other questions
Please email us at hello@livvyandwill.com
