Frequently Asked Questions (FAQ)
Below you will find answers to the most common questions about orders, shipping, returns, payments and customer support. If you still need help, contact us at support@lioraviani.com and include your order number for faster assistance.
Orders
Do I receive an order confirmation?
Yes. After placing your order, you will receive an order confirmation email. If you do not see it, please check your spam or promotions folder.
When is my order accepted?
Your order confirmation email confirms we received your order. In rare cases we may refuse or cancel an order (for example due to a pricing or listing error or suspected fraud). If we cancel an order after payment, you will receive a full refund.
Can I cancel my order?
You can request a cancellation within 3 hours of placing your order. After this window, your order may already be in processing or shipping and cancellation may no longer be possible. To request a cancellation, email support@lioraviani.com as soon as possible.
Can I change my address or phone number after ordering?
If you need to update your shipping details, contact us immediately. Once an order has shipped, we may not be able to change the delivery details.
Shipping
Where do you ship to?
We currently ship to Australia and New Zealand.
How long does processing take?
Processing typically takes 1–3 business days (Monday to Friday). Orders placed after 17:00 (CET) are processed the next business day.
What are the estimated delivery times?
- Australia: 5–10 business days
- New Zealand: 6–12 business days
Delivery times are estimates and may vary due to carrier delays, customs procedures, public holidays, or other external factors.
How much does shipping cost?
We offer free standard shipping on all orders within Australia and New Zealand.
Will I receive tracking?
Yes. Once your order has shipped, you will receive a shipping confirmation email with a tracking number. Tracking updates can take 1–3 business days to appear after dispatch.
My tracking is not updating. What should I do?
Tracking information may update intermittently. If there are no updates after 3 business days, or if the delivery is significantly delayed, contact us at support@lioraviani.com and we will assist.
What if my order is delayed or lost?
If your order has not arrived within the estimated timeframe, contact us and we will work with the carrier to investigate and provide a suitable resolution where applicable.
Do I have to pay customs or import fees?
For deliveries within Australia and New Zealand, applicable local taxes are handled in line with local regulations. Customers are responsible for any additional import duties or charges where applicable.
Returns and Refunds
What is your return period?
You may request a return within 30 days from the date you receive your order.
What items are eligible for return?
To be eligible for a return, items must be unworn, unused, in their original condition, and returned in original packaging. Proof of purchase is required.
How do I start a return?
Email support@lioraviani.com within 30 days of delivery. Include your name, order number, and the reason for the return. We will provide return instructions after review. Returns sent without prior approval may not be accepted.
Who pays for return shipping?
For change-of-mind returns, you are responsible for return shipping costs. We recommend using a trackable service, as you remain responsible until the parcel is received by us.
Do you charge restocking fees?
No. We do not charge restocking fees.
When will I receive my refund?
If your return is approved, your refund will be processed within 14 days and issued to your original payment method. Bank processing times can vary.
I have not received my refund yet. What should I do?
First check your bank account. Then contact your payment provider, as processing can take time. If you still have not received your refund after 14 days from approval, contact us at support@lioraviani.com.
What if my item is defective or I received the wrong item?
If your item is defective, damaged, or incorrect, contact us as soon as possible and include clear photos. Where required under consumer law, we will offer an appropriate resolution such as a replacement or refund, and we will cover return shipping costs for faulty or incorrect items.
Do you offer exchanges?
We do not offer direct exchanges. If you would like a different size or item, please return your original item (if eligible) and place a new order.
What about consumer rights in Australia and New Zealand?
Nothing in our policies limits or excludes your rights under Australian Consumer Law or New Zealand consumer protection laws. If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, or refund depending on the issue.
Payments
Which payment methods do you accept?
We accept:
- Visa
- Mastercard
- American Express
- Maestro
- Apple Pay
- Google Pay
Available payment options may vary depending on your location and device.
Are payments secure?
Yes. Payments are processed via secure, encrypted payment providers. We do not store your full payment details on our servers.
Do you charge payment fees?
We do not charge additional payment processing fees. If any costs apply, they will be clearly displayed at checkout before you confirm your purchase.
Do you accept cash on delivery or bank transfer?
No. We do not accept cash on delivery, direct bank transfers, or cheque payments.
Customer Support
How can I contact you?
You can reach us at support@lioraviani.com or by phone at +31613841655.
What are your support hours?
Monday to Friday: 09:00 – 18:00 (CET)
Saturday and Sunday: Closed
How fast do you respond?
We aim to respond within 1 business day.
Business Information
Trading Name: Liora Viani
Operated by: Nyland
Company Number: 77593944
VAT Number: NL003211375B12
Registered Address:
Vlierboomstraat 299
2564JA, 's-Gravenhage
The Netherlands
Email: support@lioraviani.com
Phone: +31613841655