Frequently Asked Questions

HOW TO CHOOSE THE RIGHT SIZE?

Designed in Montreal, our clothes meet North American standards. Take the size that usually fits you; if you're unsure, check out our size guide.

WHEN WILL I RECEIVE MY ORDER?

Orders are usually processed within 48 business hours and shipping times range from 3 to 7 business days, depending on the service chosen. At any time, you can connect to my account to find out the status of your order.

DO I NEED TO CREATE AN ACCOUNT TO BUY ONLINE?

No, it is not mandatory. You can shop by choosing guest status. Having an account, however, allows you to track your orders in real time and save time with each transaction. And that doesn't commit you to anything.

WHAT PAYMENT METHODS DO YOU ACCEPT?

You can pay for your online purchases with a Visa, MasterCard, American Express or Visa Debit credit card. It is not possible to pay for your online purchases with a gift card at this time.

HOW TO KNOW IF AN ITEM IS AVAILABLE IN STORE?

The easiest way is to call the store closest to you and indicate the name of the article, the size sought and the product code. This can be found on each product's web page.

ARE ONLINE TRANSACTIONS SAFE?

livom.ca is a secure site that uses SSL technology. This guarantees the confidentiality of information and allows you to shop with peace of mind.

Order tracking and delivery

HOW DO I KNOW THE STATE OF MY ORDER?

Login to your Livøm account and click my orders. There you will see your past orders and the current one, as well as its status.

CAN I MODIFY OR CANCEL AN ORDER?

It is only possible to make a cancellation request or a withdrawal (remove an item) in an order. Until your order has been taken care of by our fabulous representatives, customer service will make a cancellation request. 

If it has already been taken care of, the package is on its way and you will receive your shipping confirmation shortly. Don't worry, you can return your purchases to us as normal. here.

WHY WAS MY ORDER CANCELED?

For your security, if the information on the credit card used during payment is incorrect, the order is automatically cancelled. The most frequent cases are related to a difference between the billing address of the order and the address associated with the credit card, an inaccurate security code (indicated on the back of your card), a date incorrect expiration date or an exceeded credit limit. 

When an order is cancelled, it cannot be reactivated or modified under any circumstances. If you still wish to purchase the items that have been cancelled, you must place a new order. Your order may also have been canceled because the selected products are no longer available online at the time of the transaction. In this case, note that credit card companies hold the funds corresponding to the purchase for a period of up to three days.

CAN YOU DELIVER A PARCEL TO A PO BOX?

Non, we can only deliver to a street address, whether it is a home or a place of work.

Returns and Refunds

WHAT ARE THE DEADLINES FOR RETURNING ITEMS THAT DO NOT SUIT ME?

With the exception of final sales, you have 30 days from the ship date for apparel orders on our website and for apparel purchases in store.

HOW DO I RETURN ITEMS THAT ARE NOT SATISFIED?

It's very simple: with the exception of the furniture, you can bring it back to a Livøm store (have the invoice with you) or return it to us by post. The whole procedure is explained here.

ARE THERE CHARGES FOR RETURNING ITEMS?

With the exception of furniture and decor items, returns in store and by mail are always free of charge. We will refund you as soon as we receive the returned items. Make sure, however, that you respect the deadlines and conditions for returns. Click here to find out about it.

HOW WILL YOU REFUND ME FOR RETURNED ITEMS?

As soon as we have received the items you are returning to us and if they are in perfect condition, we will credit the card you used to pay for your order. 

CAN I RETURN AN ITEM PURCHASED ON FINAL SALE?

Products purchased as final sales (50% for clothing, 40% for decoration, 30% for furniture) cannot be returned, exchanged or refunded.

AM I ENTITLED TO A PRICE ADJUSTMENT?

Price adjustments are only possible on items purchased at regular price within 14 days of purchase, and only on permanent discounts. You must complete your request while the discount you wish to take advantage of is still in effect. For in-store purchases, you must come to the store with your receipt. For online purchases, you can request it by email or chat, mentioning your order number. No price adjustment during our special events.

Account and Password

DO I NEED TO CREATE AN ACCOUNT TO BUY ONLINE?

No, it is not mandatory. You can shop by choosing guest status. Having an account, however, allows you to track your orders in real time and save time with each transaction.

I FORGOT MY PASSWORD, WHAT TO DO?

It happens often ! Login to your Livøm account, then click Forgot your password.

HOW CAN I UPDATE MY PERSONAL INFORMATION?

Login to your Livøm account and visit the section My Dashboard. Your billing address, your shipping addresses: it's all here!

 

Need help or advice ?

• Write to us at service@livom.ca;
• Call us: 1 844 740-7678
• Sathurday to Wednesday, 9 a.m. to 5:30 p.m. 
  Thursday and Friday, 9 a.m. to 9 p.m.