Refund policy

Returns & Exchanges

If you'd like to register a return online, please click here to access our Returns Portal.

We have a 14-day return policy, meaning you must submit your return request within 14 days of your order being delivered.

To be eligible for a return, all items must be:

Unworn and unwashed
In original condition
Returned with all original tags attached
Free from makeup marks, stains, perfume, deodorant, or signs of wear

For hygiene reasons, we ask that you wear underwear when first trying on your items. We reserve the right to refuse returns that do not meet our return conditions.

Proof of purchase is required for all returns.

Please note: Items sent back to us without first submitting a return request through our Returns Portal will not be accepted.

If you have any questions regarding your return, please contact us at help@getlivetta.com.

Change of Mind & Incorrect Size Returns

For customers located outside of the European Union (EU), we do not offer refunds for:

Change of mind
Incorrect size selection
Preference or style changes

Eligible returns for these reasons will be issued as either:

Store Credit, or
Exchange (subject to stock availability)

Store Credit includes an additional 10% bonus credit based on your original order value.

Example: A $100 eligible return will receive $110 in Store Credit.

Please note:

Customers are responsible for 50% of the return shipping label cost for change of mind or sizing returns
Original shipping charges are non-refundable
Exchanges are subject to product availability at the time your return is processed

We recommend reviewing all sizing information carefully before placing your order, including size charts, product descriptions, and fit notes where provided.

EU Customers — Right to Cancel

For customers located within the European Union (EU), you are entitled to cancel or return your order within 14 days of delivery for any reason and receive a refund to your original payment method, in accordance with applicable consumer protection laws.

Returned items must still meet our standard return eligibility requirements outlined above unless the item is faulty.

Please note:

Original outbound shipping charges may not be refundable where permitted by law
Customers may be responsible for return shipping costs unless otherwise required by applicable law

Faulty, Incorrect or Misdescribed Items

We sincerely apologise if you receive an item that is:

Faulty
Damaged
Incorrect
Significantly different to the item shown or described

If this occurs, please submit a return request through our Returns Portal within 14 days of delivery.

As part of the return request process, you may be required to:

Provide your order number
Answer several questions regarding the issue
Upload clear photos of the item, packaging, tags, and fault/issue identified

This information allows our team to properly assess and resolve your claim as quickly as possible.

Where approved, we will provide:

A full refund to your original payment method, or
A replacement item where preferred and available

These returns will not incur any return label or processing fees.

Please note that all faulty or misdescribed item claims are subject to review and inspection. Any signs of fraudulent, abusive, misleading, or dishonest return activity — including intentionally damaged items, false claims, excessive return abuse, or attempts to manipulate our returns process — may result in:

Rejection of the return request
Refusal of future returns
Cancellation of future orders
Permanent restriction or blacklisting from purchasing from our store

For Australian customers, this policy operates in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes or limits any rights you may have under applicable consumer protection laws.

Non-Returnable Items

The following items are not eligible for return:

Final sale items
Gift cards
Personalized or custom-made items
Beauty or personal care products where hygiene seals have been removed

Please contact us before purchasing if you have questions regarding item eligibility.

Return Processing

Once your return has been received and inspected, we will notify you of the outcome via email.

Approved returns are typically processed within 5–10 business days after delivery to our returns facility.

Please note that financial institutions and payment providers may require additional processing time before funds appear in your account.

If you have not received your approved refund after 15 business days, please contact us at help@getlivetta.com.