Returns & Refunds

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.

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.

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 +31 6 19937938 during business hours (Mon–Fri, 09:00–17:00 CET/CEST). Have your order number ready. We will guide you through the process and send written confirmation of your Return Authorisation by email.

1. 1

   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.

2. 2

   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:

   Default return-to addressZhouchao
   4th Floor, Shuanglun Yurong, No. 288-1, Dongkang Road
   Xinfeng Village, Xiaoshan District
   Hangzhou, Zhejiang Province
   Postal code: 311201
   
   Mobile: +86 189 6910 3459
3. 3

   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.

4. 4

   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).

5. 5

   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).

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.

iDEAL: Refunds are issued within 5–10 business days of inspection approval. Your bank typically posts the credit within 1–2 business days after that.

Credit & Debit Cards (Visa/Mastercard): 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.

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

1. 1

   Return parcel received at our facility

   We email you to confirm your parcel has arrived. Day 0 of the inspection period.

2. 2

   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.

3. 3

   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.

4. 4

   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.

5. 5

   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.

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.

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.

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.

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.

1. 1

   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.

2. 2

   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.

3. 3

   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.

4. 4

   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.

Lyvella ships to Germany and Austria. Your statutory consumer rights under applicable EU and national 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.

Germany & Austria: As an EU consumer you have a statutory 14-day right of withdrawal (Widerrufsrecht) under the EU Consumer Rights Directive, as implemented in German and Austrian law. Our 30-day return window exceeds this statutory minimum.

EU Online Dispute Resolution: The European Commission's ODR platform was permanently discontinued on 20 July 2025 and is no longer referenced in our policies. See our Terms of Service for details on how disputes are handled.

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.

Email us: info@lyvella-shop.com — response within one business day.

Call us: +31 6 19937938 — available Monday–Friday, 09:00–17:00 (CET/CEST).