Frequently Asked Questions
DISCLAIMER: I’m just one person running this business, and every order helps put food on the table. While I do my best to make your shopping experience amazing, having clear policies helps keep Liv + Roo in business. Thank you for your support—it truly means the world!
Q: What is your return policy?
Returns must be shipped and scanned by the carrier within 7 days of the delivery date, including weekends. Items must be in their original condition, with tags attached and free from any signs of wear, damage, odors, or markings. If an item does not meet these conditions, the return may be denied. Additionally, if we notice an unusually high number of returns from a particular customer, we may limit or refuse future orders. We encourage you to review all product details carefully before making a purchase to help minimize the need for returns.
We do not offer refunds—returns are only eligible for store credit.
We understand that sometimes things don’t work out as expected. To ensure you have the flexibility to find something that better suits you, we offer store credit. This way, you can choose a new item that fits your style and preferences. Store credit can be applied to any future purchases! We have new arrivals every Sunday at 6:00 PM EST.
If you opted for Redo at checkout for $1.98, you qualify for free unlimited returns for store credit only. If Redo was not purchased, return shipping costs will be the customer’s responsibility.
Final Sale & Non-Returnable Items:
- Items discounted by 20% or more, including all sale items
- Swimwear (unless the hygiene liner is intact)
- Hair accessories
- Drinkware
- Socks
Items returned with strong odors, excessive pet hair, stains (such as makeup), or smoke smell will not be accepted.
If you receive an item that is damaged or defective, you must report it via email to elanisevilla@livandroo.com within 24 hours of delivery, including a photo of the damage.
Once we receive your return, please allow 3-5 business days for processing, as I am currently handling all aspects of the business on my own. A return confirmation will be sent to you via email.
Liv + Roo is not responsible for damage resulting from improper care, handling, or incorrect sizing. Variations in color or pattern due to photography or screen differences are not considered defects. Return shipping will be at the buyer's expense, and store credit will be issued for eligible returns.
Q: How do invoices work?
A: Invoices are first come, first serve. Payment must be made to secure the item, or it will be released to the next customer in line. Unpaid invoices will not be held.
Invoices cannot be canceled once paid. All invoice sales follow our store credit-only return policy.
Q: When will my order be shipped out?
A: We try to get orders out to the post office within 1 business day. During busier seasons, please allow an extra day for processing.
Q: How do pre-orders work?
A: Pre-order items will ship separately from in-stock items as soon as they arrive, usually within 1-2 weeks. If you'd prefer to have everything shipped together, please let me know, and I will hold your order until all items are available.
Q: Can I cancel my order?
A: Orders can be canceled within 30 minutes of purchase, but only for store credit due to our fast processing times. After 30 minutes, we are unable to cancel or modify orders.
Q: What happens if my package is lost or stolen?
A: At Liv + Roo, we provide tracking information for all orders, and it is the customer's responsibility to monitor delivery status. Once a package is confirmed as delivered by the carrier, we are not liable for any loss or theft. In the rare event of a lost or damaged package, please reach out to us and then file a claim with the carrier by Googling USPS Claims Support. We always carry up to $100 worth of insurance on all packages sent. We are not responsible for any delays caused by our mail carriers and will not refund shipping charges if USPS does not meet their guaranteed shipping times. Please contact them directly if your items are not delivered on time.
Q: How can I contact you for further questions?
A: If there are any issues with your order or if you have any additional questions, please feel free to contact us at elanisevilla@livandroo.com, and we will be more than happy to assist you!