frequently asked questions
1. How do I know my order is confirmed?
Once you have completed your purchase, we will send you an Order Confirmation email. Please check your junk or spam folder if you can’t find it. Otherwise, contact customer service via our contact us form and we will be able to re-send your confirmation email to your reference.
2. Can I cancel or change my order once it has been placed?
Unfortunately, we are unable to cancel or amend orders once they have been placed. Please make sure to always check your order and details carefully before confirming. You can return your order once you have received it, please find further details in our returns information.
3. What types of payment methods does LIVA Studios accept?
Currently we accept Visa, MasterCard, Postfinance, Payment on Account, TWINT and Paypal.
4. How can I use a gift card or discount code?
As soon as all your favorite items are in the cart, click 'View cart'. Now you can see your shopping cart overview and you can enter your gift card code or discount code. Be sure to click “apply” before proceeding to the next step.
5. How do I know when a product is back in stock?
When the item you like is sold out submit your mail address by clicking 'Remember me by email' to get notified when your favorite item is back in stock.
6. Import charges
International orders may be subject to customs or import duties and tax charges once they reach their destination country outside of Switzerland. These charges are payable by the customer and we do not currently cover this cost.
7. Who do I contact about my invoice?
If you have any questions about your Invoice, please contact us quoting your order number. Customer Care will be more than happy to help answer any questions or resolve any problems.
8. To which countries do you ship?
As of right now we ship within Switzerland and all European countries.
9. How much is shipping?
All orders are free of charge.
10. How long does it take to receive my order?
Switzerland: Orders placed with free standard shipping should arrive in 3-5 business days.
Europe: All international orders are shipped via DHL and should arrive within 2-8 business days.
11. There is an issue with the order I received
Apologies for the inconvenience! Please contact us and make sure to add your order number and a photo of the items you received. We are going to solve the problem!
12. How can I return my package?
You have the option to return purchased items within 10 days after receipt of delivery. For the return, the date of dispatch of the post office is applicable.
If your return is due to an error on our end, we will refund your shipping costs. Otherwise, the cost of the return shipment will be covered by you. If the shipment is lost during return shipping, we will not refund any costs. We recommend to send the return shipment with a provider that offers electronic tracking.
All items returned this way will be examined by us. In order for the return to be accepted, the unworn and undamaged items must be returned in their original packaging. Any non-conforming return will be rejected and the items will be returned to you.
To request a return, please contact us.
13. Do you sell gift cards?
Yes, we do offer gift cards! You can find the gift cards in our shop. All our gift cards are digital as they are more environmentally friendly than hardcover gift cards. You will receive the digital gift card directly in your mailbox. Giftcards are available in the value of CHF 50 to CHF 1‘000.
14. Can I swim, shower or work out with my jewelry?
Yes! Our jewelry is made of 14k gold and other high quality materials, which will last. We still recommend you to follow our suggested care instructions.
15. What are the recommended care instructions?
Clean your bijoux regularly with soft materials like a microfiber cloth. Avoid harsh chemicals like household cleaners. Instead, put your jewelry in white vinegar or a mixture of soap and water. Bonus tips are taking off your jewelry while showering, storing it in a jewelry box and avoiding contact with perfumes or body lotion.