Most frequently asked questions

Can I order online during the Canada Post strike?

Yes, all orders are routed through Nationex during the conflict. For most orders in Quebec (with the exception of the Magdalen Islands), you will receive your purchases within the same time frame as usual. You will be able to follow up of your order directly on the carrier's website. 

Will shipping costs be higher during the strike?

No, shipping conditions are the same : same deadlines, same prices and even free for any purchase of $75 or more.

During the strike, how can I return items that don't fit?

You can return them free of charge to the store (with a copy of the invoice) or keep them at home. You can send them back to us when the post office resumes. service. So that you are not penalized, items purchased during the strike from Canada Post benefit from an extended return period. 

If you have any questions, contact customer service.

 

HOW TO CHOOSE THE RIGHT SIZE?

Designed in Montreal, our clothing meets North American standards. Take the size that usually fits you; If you are unsure, consult 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 log in to my account to find out the status of your order.

DO I HAVE TO CREATE AN ACCOUNT TO BUY ONLINE?

No, it is not obligatory. 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 DO I KNOW IF AN ITEM IS AVAILABLE IN STORE?

The easiest way is to callthe store nearest to youand indicate the name of the item, the size you are looking for and the product code. The latter can be found on the web page of each product.

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 WHERE MY ORDER IS?

Log into your Livøm account and clickmy orders. You will see your past orders and the current one, as well as its status.

CAN I CHANGE OR CANCEL AN ORDER?

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

If it has already been picked up, the package is on its way and you will receive your shipping confirmation shortly. Don't worry: you can return your purchases to us using the normal procedure described 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 canceled. The most common cases are linked to a difference between the billing address of the order and the address associated with the credit card, to an inaccurate security code (indicated on the back of your card), to a date incorrect expiration or exceeded credit limit. 

When an order is canceled, it cannot be reactivated or modified under any circumstances. If you still wish to purchase the items that were canceled, 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 PACKAGE TO A PO BOX?

No, we can only deliver to a municipal address, whether a home or a workplace.

Returns and Refunds

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

Except for final sales, you have 30 days from the ship date for clothing orders on our website and for in-store clothing purchases.

HOW SHOULD I RETURN ITEMS THAT ARE NOT SATISFIED TO ME?

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

ARE THERE ANY FEES FOR RETURNING ITEMS?

With the exception of furniture and decorative items, returns in-store and by mail are always free of charge. We will refund you as soon as we receive the returned items. However, please ensure that you comply with the return deadlines and conditions.Click here to learn more.

HOW WILL YOU REFUND ME FOR RETURNED ITEMS?

As soon as we have received the items you are returning to us and 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 in 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 make your request when the reduction you wish to benefit from is still in effect. For in-store purchases, you must come to the store with your invoice. For online purchases, you can request it by email or chat, mentioning your order number. No price adjustments during our special events.

Account and password

DO I HAVE TO CREATE AN ACCOUNT TO BUY ONLINE?

No, it is not obligatory. 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 FORGOTTEN MY PASSWORD, WHAT SHOULD I DO?

Happens a lot! Log into your Livøm account, then clickForgot your password.

HOW DO I CHANGE MY PERSONAL INFORMATION?

Log into your Livøm account and visitMy Dashboard. Your billing address, your delivery addresses: it's all there!

 

Need help or advice?

• Write to us at service@livom.ca;
• Call us: 1 844 740-7678
• Saturday to Wednesday, 9 a.m. to 5:30 p.m.
  Thursday and Friday, 9:00 a.m. to 9:00 p.m.