Frequently Asked Questions
Q: What is your return policy?
A: All returns must be initiated within 14 days from the delivery date. Returns require items to have tags and should be free from damage, odor, or markings. Items must not have been washed. Refunds will be provided through your original form of payment or store credit, with shipping costs deducted. If you are returning an item, please include the free gift; otherwise, its value will be deducted from your refund. It does cost me money if you are not keeping the item you purchased, so I appreciate your understanding!
Please note that items marked as final sale are not eligible for a refund.
You must email me at info@livandroo.com for a return label before returning your order, OR if you purchased REDO (free returns/package protection), complete the return form found in our RETURNS PORTAL before mailing back your items.
Please include the packing slip with your return. The packing slip is included in the bag with your purchase and has all of your information and order number on it. Please wrap your item neatly with good protection so it is not damaged in transit. Items returned with any bad odors will NOT be accepted.
All damaged items must be reported by email within 24 hours of the delivery date and must include an image of the damage. Report damages to info@livandroo.com with the subject line "Damage."
Once we receive your return, please allow 5-7 business days for us to process your return. Once processed, your refund or store credit confirmation will be emailed to you.
Return Policy for Bathing Suits: Returns will ONLY be accepted if the sticker lining is untouched for hygienic reasons.
Q: When will my order be shipped out?
A: We try to get orders out to the post office within 1 business day.
Q: How do pre-orders work?
A: Pre-orders must be purchased separately from in-stock items. Orders will not ship until the pre-order item is in stock.
Q: Can I cancel my order?
A: Due to our super quick processing times, cancellations must be requested within 30 minutes of your purchase.
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 info@livandroo.com, and we will be more than happy to assist you!