Returns Policy
We want you to be happy with what you carry. If something isn't right, here's exactly how it works.
Looking for help with a fault or defect rather than a change of mind? That's covered separately under our Lifetime Warranty.
30 Day Returns
You have 30 days from the date your order is delivered to return it for a full refund of the item price.
To be accepted, the item must be:
- Unused and unworn
- Free of scratches, marks or any signs of handling
- In its original packaging, with all inserts and cards included
- In resellable condition
We inspect every return. Items that arrive used, marked or without their original packaging can't be refunded, and we'll return them to you at your cost.
Not eligible for return: Items past the 30 day window, Livid Atelier custom or personalised pieces (unless faulty), final sale and clearance items, gift cards, and leather care products once opened.
How to return
- Email support@shoplivid.com with your order number to let us know a return is on its way.
- Post the item back in its original condition and packaging to:
Livid Melbourne
6/281 Balaclava Road
Caulfield North VIC 3161
Australia - Reply with your tracking number so we can watch for it.
Return postage is your responsibility. Please use a tracked service. We can't be held responsible for parcels that go missing on the way back to us, and a return we never receive can't be refunded.
Exchanges
Ordered the wrong model, or want a different colour? Same 30 days, same condition requirements.
Post the item back to the address above, then email us your order number, tracking number and the product you'd like instead. We'll dispatch the replacement as soon as your return arrives and passes inspection.
If your new choice costs more, we'll send a payment link for the difference. If it costs less, we'll refund the difference to your original payment method.
Exchanges are subject to stock. If your chosen item sells out while your return is in transit, we'll offer you store credit for the full amount instead, so you're never left waiting on stock.
Not sure which iPhone model you need? Email us before you post anything back and we'll confirm it. It's the most common reason people end up returning twice.
Refunds
Once your return arrives and passes inspection, we'll email you to confirm.
- Refunds go to your original payment method
- Allow 5 to 10 business days for the refund to appear, depending on your bank
- We refund the item price. Original shipping charges are non-refundable
- No restocking fees. We don't charge them
If it's been more than 10 business days since we confirmed your refund and you still can't see it, email support@shoplivid.com and we'll chase it up.
Arrived damaged, faulty or wrong?
Tell us within 7 days of delivery and we'll treat it as our error:
- Email support@shoplivid.com with your order number
- Attach clear photos of the item, the issue, and the packaging it arrived in
- We'll send a replacement at no cost with priority dispatch, and cover return postage if we need the item back
Faults reported after 7 days are still covered, but they're assessed under our Lifetime Warranty rather than as arrival damage.
Everyday marks such as scratches, scuffs and dents from use aren't faults. Our leather is uncoated, so most of them can be worked out rather than replaced. See our leather care guide.
International returns
The 30 day window and all conditions above apply worldwide.
- Return postage is the customer's responsibility, and we don't provide prepaid labels for international returns
- We refund the item price only. Original shipping, duties, taxes and customs charges aren't refundable, as we never received them
- Mark your parcel clearly as "RETURNED GOODS" on the customs declaration. Parcels arriving with duties owing may be refused, and we can't process a return we can't collect
Cancelling an order
We dispatch quickly, so cancellation isn't guaranteed. Email support@shoplivid.com as soon as you can with your order number and we'll cancel it if it hasn't already been picked. If it's gone, you're welcome to return it under the 30 day policy once it arrives.
Questions
Email support@shoplivid.com. We read every message, and we'd rather help you get it right the first time than process a return.