Shipping Policy

Once your order is placed and payment is confirmed, our fulfilment team begins preparing your items for dispatch. Processing time is separate from and in addition to the delivery transit time. We work Monday through Friday to ensure your order ships as quickly as possible.

Order journey

1. 1

   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.

2. 2

   Processing (1–2 business days)

   Picking, quality inspection, and packaging of your items. There is no cut-off time — orders are picked up for processing as soon as they come in, Monday to Friday.

3. 3

   Dispatch & tracking notification

   Once your order ships, you will receive a dispatch confirmation email containing your tracking number. Please allow up to 24 hours for tracking information to appear in the carrier's system after receiving this email.

4. 4

   Delivery to your door

   Your order is delivered within an estimated 3–5 business days from the date of dispatch. See section 02 for details.

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 are estimates measured from the date of dispatch — not the date your order was placed. These estimates are provided in good faith and reflect typical carrier performance, but are not contractually guaranteed delivery dates unless specifically stated at checkout.

Business days defined: Business days are Monday through Friday, excluding public holidays in the destination country. Weekends and public holidays do not count toward the estimated delivery window.

Total estimated timeframe: Adding processing (1–2 days) and transit (3–5 days) together, most customers receive their orders within 4–7 business days of placing their order under normal conditions.

Delivery estimates are not guaranteed dates: Timeframes shown are carrier estimates only. LMTrade cannot be held responsible for delays caused by carrier network disruptions, 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.

Every Lyvella order ships with a tracking number so you can monitor your delivery from dispatch to your door. You will receive automated notifications by email to keep you informed throughout the journey.

1. 1

   Order confirmation email

   Sent immediately after payment is confirmed. Contains your order number, itemised list of products purchased, delivery address, and estimated dispatch window.

2. 2

   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.

3. 3

   In-transit milestone updates

   As your parcel moves through the carrier network, tracking milestones will update. Occasional short pauses are entirely normal and do not mean your parcel has been held.

4. 4

   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.

5. 5

   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.

Lyvella currently ships to Germany and Austria. We cover the vast majority of addresses in these countries at no additional cost.

Shipping outside these regions: At this time, Lyvella ships exclusively to Germany and Austria. 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.

Lyvella ships within the European Union only (Netherlands to Germany and Austria), so customs duties and import taxes do not apply to any order.

While the vast majority of Lyvella orders arrive safely and on time, we understand that issues can occasionally occur during transit. Please review the guidance below and contact us promptly so we can resolve your case as efficiently as possible.

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. Please contact us within 30 days of the estimated delivery date. 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.

1. 1

   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.

2. 2

   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.

3. 3

   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.

4. 4

   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.

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.

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: +31 6 19937938 — Monday–Friday, 09:00–17:00 (CET/CEST). Please have your order number ready before calling.

Response time expectations: We endeavour to respond to all emails within one business day (Monday–Friday, excluding Dutch public holidays). During peak periods, response times may be slightly longer.