Frequently Asked Questions

Browse our collections at lyvellashop.com, add your chosen items to the cart, and proceed to checkout. Enter your delivery address and select your preferred payment method, then confirm your order. You'll receive an order confirmation email within a few minutes. If you don't see it within 15 minutes, please check your spam or junk folder before contacting us.

Yes. You can modify or cancel your order any time while it is still in our processing stage, which typically takes 1–2 business days before dispatch. Email us at info@lyvella-shop.com with your order number and the change or cancellation you need. Once your order has been dispatched, it can no longer be modified or cancelled, but you may follow our Returns & Refunds Policy once delivery has been made.

Once your order is successfully placed and payment is accepted, you will receive an order confirmation email to the address used at checkout. This email includes your order number, item summary, delivery address, and estimated dispatch timeframe. Please save this email as it contains your order reference number — you will need it for any support queries. If you don't receive a confirmation email within 15 minutes, check your spam folder or contact us at info@lyvella-shop.com.

Orders may be cancelled for several reasons: the item became out of stock between the time you added it to your cart and the time we processed your order; a payment verification issue (such as an address mismatch or declined authorisation); a pricing or listing error that was corrected before fulfilment; or a suspected fraudulent transaction flagged by our payment processor. In all cases, if your order is cancelled and payment was taken, you will receive a full refund within 5–10 business days. You will be notified by email with the reason for cancellation.

Yes — guest checkout is fully available at lyvellashop.com. You do not need to create an account to place an order, track your shipment, or initiate a return. Creating an account is entirely optional and simply makes it easier to manage order history and speed up future checkouts. Your personal details are handled in accordance with our Privacy Policy whether you check out as a guest or as a registered customer.

We do not currently offer a dedicated gift wrapping service. However, you can add a personalised gift message at checkout in the order notes field, and we will include it in a printed note with your parcel. If you have specific gifting requirements, contact us at info@lyvella-shop.com before placing your order and we will do our best to accommodate you.

If a product is showing as out of stock, use the “Notify me” button on the product page to register your email address. You'll receive an automatic notification the moment that item is restocked. You can also contact us at info@lyvella-shop.com to ask about expected restock timelines for specific products. We rotate and refresh our catalogue regularly.

Shipping is completely free on all Lyvella orders to Germany and Austria. There are no minimum order values, no shipping tiers, and no hidden delivery charges at checkout. The price you see is the price you pay.

Orders are processed within 1–2 business days, then delivered within 3–5 business days from the date your order is dispatched (not from your original purchase date), for a combined door-to-door timeline of roughly 4–7 business days. This applies to all orders across Germany and Austria. You will receive a tracking number by email once your order has been dispatched, allowing you to monitor progress in real time. Business days exclude weekends and public holidays.

We currently ship within Germany and Austria only. We do not currently ship to other countries. If you are located outside these countries, please check back as we continue to work on expanding our shipping coverage.

Yes, delivery to parcel points and Packstations / Post-Partner locations is available, depending on the size of your order. We strongly recommend providing a physical street address at checkout for the smoothest delivery experience. If you'd prefer delivery to a parcel point, contact us at info@lyvella-shop.com before ordering and we will confirm whether it can be accommodated.

First, check your tracking link — the tracking number was emailed to you when your order was dispatched. Most delays are visible in the tracking feed. If your tracking shows no updates for more than 5 business days beyond the estimated delivery date, contact us at info@lyvella-shop.com with your order number and we will investigate on your behalf and arrange a resolution.

Address changes can be made any time while your order is still in the processing stage, before it has been dispatched. Email us at info@lyvella-shop.com with your order number and the corrected address. Once your order has been dispatched, we are unable to redirect the shipment or update the address, though it may still be eligible for a return. Please double-check your delivery address carefully before confirming your purchase.

No. All Lyvella orders ship within the European Union (from the Netherlands to Germany and Austria), so no customs duties or import taxes apply. The price you see at checkout is the full price you pay — there are no additional border charges.

If your tracking shows a delivered status but you haven't received your parcel, please: (1) check around your property — couriers sometimes leave parcels at a side door, garage, or with a neighbour; (2) check with other household members; (3) look for a delivery notification card in your letterbox; (4) if still not found, contact us at info@lyvella-shop.com within 48 hours of the reported delivery date with your order number and we will open an investigation with the carrier immediately.

We offer a 30-day return window on all eligible orders, counting from the date your order was delivered. To be eligible, items must be unused, in their original condition, and returned with all original tags and packaging intact. Returns outside this window, or items that show signs of use, may not be accepted. Full details are available in our Returns & Refunds Policy.

Email us at info@lyvella-shop.com with your order number, the item(s) you wish to return, and the reason for the return. Our team will respond within 1–2 business days with return instructions and the return address. Please do not send items back without first receiving confirmation from us — unannounced returns cannot be processed and may be refused or delayed.

For change-of-mind returns, the cost of return shipping is at the customer's expense. We recommend using a tracked shipping service and retaining your proof of postage, as we cannot process refunds for items that are lost in return transit without tracking confirmation. For items that arrived damaged, defective, or incorrectly sent, Lyvella will cover the return shipping cost in full — we will provide a prepaid label or reimbursement instructions.

Once we receive and inspect your returned item, your refund will be processed within 5–10 business days. Refunds are issued to your original payment method (card, PayPal, Klarna, Apple Pay, etc.). Depending on your bank or payment provider, funds may take an additional 1–5 business days to appear in your account after we initiate the refund. You will receive an email confirmation when your refund is processed.

Yes — if you would like a different size or colour of a product, contact us at info@lyvella-shop.com within your 30-day return window and we will do our best to arrange an exchange subject to stock availability. If a direct exchange is not possible, we will process a return and refund so you can reorder the correct item. Please include your order number and the details of what you would like instead.

The following categories are not eligible for return: personalised or custom-made items; digital products or downloads; final sale items clearly marked as such at the time of purchase; and any items classified as hazardous materials that cannot be returned by post. If you are unsure whether your item is eligible for return before purchasing, contact us at info@lyvella-shop.com.

Contact us at info@lyvella-shop.com within 48 hours of delivery with your order number and clear photographs showing the damage or defect. We take quality seriously and will resolve the issue promptly. Depending on the circumstances, we will offer a replacement or a full refund — and we will cover all return shipping costs for items confirmed as damaged or defective. Do not discard the original packaging before contacting us.

Each product page includes dimensions and specifications specific to that item. We strongly recommend checking these details before ordering, as sizes can vary between products — especially for lighting fixtures and garden decor. If you are unsure whether a product will suit your space, contact us at info@lyvella-shop.com before placing your order and we will advise.

We strive to display product colours as accurately as possible in our photography. However, the exact appearance of a colour on your screen will depend on your device's display calibration, brightness settings, screen type, and ambient lighting conditions. Slight variations between on-screen appearance and the physical product are normal and do not constitute a defect. If accurate colour matching is critical for your purchase, contact us for additional details before ordering.

Lyvella sources products from a network of manufacturers and suppliers. The country of manufacture varies by product and category. Specific origin information for individual products may be listed on the product page or packaging. We work with suppliers who meet our quality standards. If you need specific sourcing information for a product, contact us at info@lyvella-shop.com.

Where applicable, products carry a manufacturer's warranty — the terms and duration vary by product and brand. Details of any included warranty will be noted on the product page or included in the product packaging. Contact us at info@lyvella-shop.com if you need to make a warranty claim.

Yes — and we actively encourage it. After your order is delivered, you may receive a follow-up email inviting you to leave a review. You can also go directly to the product page on lyvellashop.com and submit your review there. Honest reviews help other customers make informed decisions and help us improve our catalogue.

Yes — all products sold at Lyvella are genuine and accurately described. We do not sell counterfeit, replica, or imitation goods. Products are sourced directly from manufacturers or authorised suppliers. If you ever have concerns about the authenticity or accuracy of a product you receive, contact us at info@lyvella-shop.com with your order number and photographs, and we will address the issue without delay.

Care requirements vary depending on the product — check the product page or any included instructions for specific guidance. As a general rule, most lighting and garden decor items can be wiped clean with a soft, dry cloth, and electrical items should be kept dry and disconnected from power before cleaning. Outdoor items should be checked periodically for weather exposure. If you have a specific care question, contact us at info@lyvella-shop.com.

We accept the following payment methods at checkout:

All payments are processed securely through Shopify Payments and our certified processors. We do not accept bank transfers, cheques, or cash on delivery. Payment is charged in full at the time of checkout. See our Payment Policy for full details.

Yes. Our store is powered by Shopify, which is certified to PCI DSS Level 1 — the highest security standard for payment processing in e-commerce. All data transmitted during checkout is protected by SSL/TLS encryption. Transactions are further secured with 3D Secure (3DS) authentication, which is mandated under EU PSD2. We do not see, store, or handle your card number, CVV, or banking credentials directly at any point.

All prices on lyvellashop.com are displayed and charged in Euros (EUR). Since both Germany and Austria use the Euro, no currency conversion applies for most customers. If your card is issued outside the Eurozone, your bank or card issuer may apply a foreign transaction fee — any conversion fees are charged by your bank, not by Lyvella.

Payment declines are typically handled by your bank or card issuer rather than by Lyvella. Common causes include: insufficient funds or credit limit reached; incorrect card details entered at checkout; your bank flagging the transaction as unusual and applying a security block; 3D Secure authentication not being completed; or a temporary technical issue with your card provider. Try again with a different payment method, or contact your bank directly. If the issue persists after trying multiple methods, email us at info@lyvella-shop.com and we will assist.

No. Lyvella never stores your credit card number, CVV, or full banking details on our systems. All payment processing is handled by Shopify's PCI DSS Level 1 certified infrastructure. When you pay with a card, your details go directly to the payment processor via encrypted connection — they are never transmitted to or stored by us.

Yes — both PayPal and Klarna are accepted for orders in Germany and Austria. At checkout, select your preferred option and you will be redirected to complete your payment securely via that provider's platform. PayPal Buyer Protection applies to eligible purchases made through PayPal, and Klarna's own terms apply to Klarna payment options.

You can reach our customer support team through the following channels: Email — info@lyvella-shop.com, responses within one business day. Phone — +31 6 19937938, available Monday to Friday, 09:00–17:00 (CET/CEST). Email is our preferred and fastest channel for most queries, especially for order issues, returns, and anything requiring documentation or photographs.

Our customer service team is available Monday to Friday, 09:00–17:00 Central European Time (CET/CEST). You can email us at any time outside these hours — messages received on evenings, weekends, or public holidays will be answered on the next working business day.

We aim to respond to all messages within one business day. If you haven't heard from us within 2 business days, check your spam or junk folder — replies occasionally land there. If still nothing, please resend your email or call us at +31 6 19937938.

We resolve the vast majority of issues directly via email at info@lyvella-shop.com. If you feel your concern has not been addressed satisfactorily, you may contact the Dutch Authority for Consumers & Markets (ACM) via consument.acm.nl, or the consumer protection authority in your own country of residence.

We do not currently offer a live chat service. Email is the fastest way to reach us — send your query to info@lyvella-shop.com and you will receive a response within one business day. We find that email allows us to give more thorough, accurate answers than live chat — especially for complex order or returns queries that benefit from review and documentation.

Yes — Lyvella is a brand operated by LMTrade, a company duly registered with the Dutch Chamber of Commerce (KvK 94707278). Our registered address is Trondheimstraat 10, 7559JE Hengelo, Netherlands. We are a fully compliant e-commerce business serving customers in Germany and Austria. If you have any questions about our company structure or need documentation for any purpose, contact us at info@lyvella-shop.com. See our Legal Notice for full company details.