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  Ordering

Shipping

Policies

Troubleshooting

Other Questions



Ordering:

To make sure your shopping experience is successful please refer to our size chart and double check the accuracy of sizes and style colors in your cart before finalizing your order.

Shoe Sizing: All of our shoes run true to their measurements on our Size Chart and we recommend that you always measure your child's feet before ordering shoes as they can have sudden growth spurts! Different styles of Livie & Luca shoes are made on different types of soles, so be sure to compare your child’s measurements with the measurements listed on our Size Chart. Our fit testing team recommends that if your child is in between sizes to round up to the next largest size as a child’s foot can grow very quickly! Having toe-wiggling room is key to healthy foot and leg muscle development!

Payment Options: We accept Paypal, Visa, MasterCard, American Express and Livie & Luca gift certificates and store credit as payment for web-store purchases.

Gift Certificates: Livie & Luca Gift Certificates make the perfect, baby shower, birthday and ceremonial gifts. Let the recipient of the certificate have the joy of choosing the perfect style and right size for their little one.

How long can I keep items in my cart?
Placing an item in your cart does not reserve the item for you. It serves as a record of your interest in a particular size or style. Once you have completed the checkout process and received your order confirmation number then Livie & Luca is responsible for fulfilling the order or contacting you with updates.

Please keep in mind that Livie & Luca is not a "big box" retailer so we cannot ensure all sizes in each style at all times. Each shoe is handmade and in essence, each Livie & Luca collection is a limited edition. If there is a style you must have that is no longer available on our site, we encourage you to shop at any of the fine boutiques that carry Livie & Luca.

Sales & Promotion Codes: To be among the first to know about our next promotion, be sure to join our mailing list! Please note, all purchases made during our sale are final: no exchanges or returns. Any promotional or clearance price applies only to inventory on hand; no rainchecks. Unfortunately, if you did not enter your promo code at checkout, we cannot apply it to your order once it has been placed. Sales prices cannot be combined with any other offer. Discounts do not apply toward previously purchased merchandise or gift certificates.

Any sale items and purchases made during site wide sales and special coupon code promotions are FINAL SALE. No returns or exchanges will be authorized.



Shipping:

Can I get free shipping for my order?
All US orders containing 3 or more pairs of shoes qualifies for free US ground shipping through the United States Postal Service (USPS).
Orders placed separately cannot be combined to qualify for free shipping.

What are my options for shipping and how long does it take?
We ship our shoes using the United States Postal Service (USPS)- you can choose between these options:

Ground
1 pair: $6.50
2 pairs: $9.50
3 or more pairs: free shipping

Priority (2-3 days) | US only
1 pair: $9.50
2 pairs: $12.50
3 pairs: $14.50
4 pairs and up: $16.00

The shipping window begins on the business day your order has been processed through USPS, not necessarily the day you placed your order. When your order has been confirmed as shipped you will receive an email with a tracking number.

Ground shipping for US customers may take 7-10 business days from the date of shipment, while priority 2-3 day shipping will take 2-3 business days from the date the order was processed and shipped. Keep in mind that our warehouse is located in Alabama so depending on where you live you might get your package sooner.

Our shipping days are Monday through Friday, excluding holidays. Please be aware that priority orders must be placed by 6:00PM Pacific Time to be shipped the next business day. Please note that we only offer priority shipping within the US.

Do you offer international shipping?
Yes, we use ground shipping through the US Postal Service and can send orders to the countries accepting USPS.

Canada
1 pair: $10.50
2 pairs: $13.50
3 - 5 pairs: $15.40
5 & up: $17.40

International
1 pair: $21
2 pairs: $31
3 pairs: $34
4 pairs: $37
5 pairs: $40

How do you ship the shoes?
We ship our shoes in boxes inside of poly bags to reduce our environmental impact.

Policies:

Can I return an item?
Yes, full price items can be returned within 14 calendar days after you have received your order by submitting a Return Authorization request via email.

We can only accept returns from our web-store customers who follow our return policies; if you purchased your item from another vendor please contact them directly regarding any return or exchange request.

Returns:
All customers may request a Return Authorization code within 14 days of receiving an order by emailing us at orders@livieandluca.com with the order number and the reason for the return. The return must be postmarked within 7 days of the date you received your Return Authorization number. We can only accept returns of unworn items in their original condition and packaging. Returns must have a copy of the sales receipt (proof of purchase) and the authorization number provided by Livie & Luca to qualify for a full refund (excluding all shipping charges). Once we receive your return, we will happily refund you the original price paid for the item to your original form of payment. Should the return be a result of an error on the part of Livie & Luca, we will gladly refund shipping charges.

Shipment for authorized returned items are your responsibility until received by Livie & Luca. For this reason, we highly recommend using a tracked shipping method.

Troubleshooting:

How do I know if my order was received?
When you place an order you will receive an email from us with an order confirmation number and a list of items in the order. Please note that this is only to acknowledge that your order has been received. Once your order has been processed and shipped you will receive an email with a USPS tracking number.

Can I edit or update my order once I have submitted it?
Here at Livie & Luca we try to process orders quickly so you and your little one can start enjoying our shoes as soon as possible. Because of this, we cannot guarantee a modification or cancellation of an order after it has been submitted. Depending on the change you are looking to make, you may need to place a new order and return your initial order if it is eligible for a return; please reference our return policy.
During all sales promotions, we cannot modify, combine or cancel orders.

What happens if an item in my order is not available?
For our US customers, if an item you have ordered is out of stock our warehouse will process the remainder of your order and send it out to you. They will then notify our customer service that an item was unfulfillable, and our customer service staff will refund your account for the differences in shoe costs and shipping and email you to alert you to the changes in your order.

International customers with orders containing an out of stock item will be contacted and their order held until all details can be arranged.

Other Questions:

My kids and I love our Livie & Luca shoes, but how should I care for them?
We recommend gentle spot cleaning for any dirty shoes, keeping in mind the cleaning limitations of the shoe materials. Follow standard care instructions for leather shoes- leather cleaners and conditioners can be a good way to prolong the life of your shoes. Fabric shoes can be gently spot-cleaned with a mild dish-soap and as little water as possible. If your shoes get soaked, stuff them with newspaper to discourage shrinking as they dry, and make sure to change out the newspaper every few hours to keep it as dry as possible.

Safe materials for precious feet, CPSIA Certified!
Livie & Luca is committed to providing safe shoes for our customers by rigorously testing materials and using environmentally sound practices.
The Consumer Product Safety Commission (CPSC) passed the Consumer Protection Safety Improvement Act (CPSIA) in 2008, creating new regulations and testing requirements for products for children. With few exceptions, these products must not contain more than 100 parts per million (ppm) of total lead content in accessible parts. For paint, this level drops to 0.009 percent (90 ppm) of total lead content in accessible parts. Learn more here.
Our shoes are in full compliance with the CPSIA regulations and do not contain harmful lead levels of lead.

Email List: To join our e-mail list and get updates on all things Livie & Luca, including inventory updates and sales, please send an email to info@livieandluca.com with "mailing list" in the subject line. We will never share or sell your information. If you would like to be removed from our email list please respond to info@livieandluca.com with "unsubscribe" in the subject line.

I have a question or problem with my order, how can I contact someone to help me?
You can call us at 1-888-LIV-LUCA or email us at info@livieandluca.com. Livie & Luca has an efficient e-mail review and referencing system. Only one email is required and we will get back to you as soon as possible.

What should I include in my email?
Please write your main concern in the subject of your email.

In the body of the email let us know your name, the best way to reach you, and the details about your concern or question, including pictures if necessary. Please include your order number as it helps us help you much more quickly!