Please note that canceling after the order has shipped does not apply to bulk orders.
Exceptions to the coverage include: Normal wear and tear, dye transfers caused by external contaminants, modifications made by the user, products that were not installed, used, or maintained in accordance with product instructions and warnings, pilling of textile.
30-DAY SATISFACTION GUARANTEED
Within the first 30 days from the actual delivered date at your address, you are eligible for return our product if you are not satisfied with your purchase for any reason.
You must return the product in its original packaging, that includes tag and box. So please do not discard the original boxes and packaging materials if you want to return your order.
All returns require An RMA (Return Merchandise Authorization) number issued by our Customer Service Department. Please email us at [email protected]
to discuss your issue and obtain our Return Authorization Number. The RMA number needs to be clearly visible on the exterior of the packaging.
Please note that we do not refund shipping charges on the original purchase. Additionally, return shipping charges are the responsibility of the customer.
No refund will be issued if the product has been damaged, altered, or abused.
No returns after 30 days.
If the item is faulty due to an error on our own end, either a replacement or refund will be applicable. In case of replacement due to our end, the shipping fee will be covered by us. If it is by customers' end, the shipping will be covered at customers' cost.
Please prepare all the evidences and proof of purchases and send them to our Customer admin team via [email protected]
(A return may also be required in certain cases)
Once your evidences and return are confirmed, replacement will be processed immediately.
If the item is faulty due to an error on our own end, refund or replacement will be applicable. Please prepare all the evidences and proof of purchases, then send them to our Customer admin team . A return may also be required in certain cases.
Once your evidences are confirmed, refund will be issued within 3 - 5 working days. A credit will automatically be applied to your credit card or original method of payment.
Please note that shipping costs are not refunded.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time (2-5 business days) before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
If you change your mind and want to cancel/ change to other size, colors, or shoe models, please contact [email protected] within 6 hours after placing orders. After the product is shipped, if you still want to change your order, you will be in charge of the entire shipping fees and the difference between models' price.
If the size, color, or model you received is wrong due to our end, your shoes will be replaced at our cost.
Notice: Make sure your shoes is in brand new condition as arrival with remained tags and stamps. luivia could not replaced any used products.
All email sent to [email protected] will be handled within 1-2 business days. Please check your email regularly to get the admin you need as soon as possible.