Refund policy
Delivery
All orders are processed quickly and come with a tracking code, so you can monitor your order. Generally, we aim to ship within 24 hours of placing the order; however, depending on demand, shipping may take 1–2 additional days.
In general, delivery times range from 7 to 12 days, depending on the delivery location. Delivery may take an additional 2–5 days during public holidays.
Return
Our products are made especially for you as soon as you place your order, so delivery takes a little longer. Producing products on demand rather than in bulk reduces overproduction, so we thank you for your considered purchasing choices. Precisely because the products are made especially for you, we do not make returns for size changes or derivatives. Please therefore refer to the size chart on the product page.
IF THE CUSTOMER INADVERTENTLY PROVIDES AN INCOMPLETE ADDRESS OR COMPLETES THE ORDER WITH AN INCOMPLETE ADDRESS.
If the address is incomplete, we will email the customer to request a complete address so that we can proceed with the delivery. If the customer ignores our e-mail or does not respond, we will be responsible for the delay in delivery.
IF THE CUSTOMER CANNOT BE CONTACTED DURING DELIVERY
In the event that the customer does not collect the parcel for the following reasons:
- Absence during delivery;
- provision of an incorrect delivery address
- provision of incorrect contact information;
it is the customer's responsibility to inform us prior to delivery.
After the first unsuccessful delivery attempt, the customer will be notified and given the opportunity to clear the warehouse and collect the order within 7 working days.
If the customer does not collect the package in time, we shall not be liable if the warehouse/delivery agent destroys the order.
IF THE CUSTOMER REFUSES THE ORDER DURING DELIVERY
If the customer refuses the order during delivery, he/she shall not be entitled to a refund.
IF WE DELIVER AN INCORRECT OR NON-FUNCTIONING PRODUCT BY MISTAKE
Due to the large number of orders we have to process, on rare occasions we may make a mistake.
In such cases, we will send the corrected product to the customer a second time, at no additional cost, after he or she has requested it within 14 days of collection of the goods.
In addition, the customer can choose to receive a voucher to the value of the amount spent, a voucher that can be used for all products available in our shop.
If the customer wishes a refund, he must first return the defective or non-functioning product to our warehouse at his own expense.
CANCELLATION OF AN ORDER
Once an order has been accepted, the Customer may only cancel it in whole or in part if he has agreed with the Seller on the terms of such total or partial cancellation. In the event of cancellation or withdrawal of an order by the Customer, the Customer shall compensate the Seller for all damages suffered by the Seller, including at least consequential damages and lost profit, in an amount equal to 30% of the price of the cancelled or withdrawn order(s).
For any other issues that may arise in connection with orders, Live 25 will deal with customer queries within 30 days of placing the order.