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FAQs


Just to make your decision a little easier, we have listed for you, our most frequently asked questions. Hope they satisfy your curiosity. If not, please drop us a line at hi.livandco@gmail.com

Where do you deliver?

We provide a same day gift delivery service across Sydney and next day delivery for other areas where applicable. If you would like to arrange a delivery beyond NSW, VIC or QLD please email us at hi.livandco@gmail.com and we will provide a custom quote for you.

I have a question about my delivery, what should I do?

The Liv & Co team can assist you Monday – Friday from 9:00am to 4:00pm. Please send your query to hi.livandco@gmail.com and we’ll get back to you as soon as possible.

I made a mistake on my order, what should I do?

Please notify us of any mistakes as soon as possible by emailing us at hi.livandco@gmail.com. If an incorrect delivery address or incorrect delivery name has been supplied and we have already dispatched the gift, a re-delivery fee will apply. Re-delivery fees are quoted on a case by case basis depending on delivery suburb. Gifts cannot be re-dispatched until payment has been confirmed.

What is the delivery cost for my order?

Delivery costs will be added to your order during the checkout process and the price you pay is determined by the selected delivery method. For a custom quote to a delivery zone that we don’t currently service, please email us at hi.livandco@gmail.com

How do I know when my gift has been delivered?

You will receive a tracking number to track your delivery. Please remember that our delivery partners are busy delivering gifts all day long until 6.30pm. This means you may not receive a confirmation email until after 6.30pm.

What happens if the recipient is not home?

If the recipient is not home and it’s a private residential address, we instruct our drivers to leave the gift in a safe and protected place. If there is nowhere safe to leave, the gift will be returned to our warehouse or local postal depot and a re-delivery fee will be incurred. If the recipient lives in an apartment complex, we will endeavour to leave the gift in a safe place but if we are unable to gain access to the building the gift will be returned to our warehouse and a re-delivery fee will be incurred. Re-delivery fees are quoted on a case by case basis depending on delivery suburb. Gifts cannot be re-dispatched until payment has been confirmed.

What special instructions should I provide?

The more information you can provide about the delivery location, the more smooth the delivery process and the less chance of re-delivery fees being incurred.

Business Address: Please provide the name of the business and whether the gift should be delivered to reception, a loading dock or building concierge.

Hospital Address: Please provide the name of the hospital, the name of the ward and bed number if possible. Once the gift has been delivered to the hospital concierge or front desk, we cannot be held responsible for the gift getting to the patient. If the patient has been discharged the gift will be returned to our warehouse and a re-delivery fee will apply.

Residential Address: Please ensure that our drivers will be able to gain access to the property. If the address is within a secure building please ensure that the recipient will be home on the day of delivery or alternatively specify a safe location where the gift can be left. If our drivers cannot leave the gift in a safe location they will be returned to our warehouse and a re-delivery fee will apply.

What happens if I provide incorrect delivery instructions?

If you provide us with an incorrect address or an incorrect name, we cannot accept responsibility for the failed delivery. We will arrange to re-deliver but a re-delivery fee will be incurred.

The recipient of my order has let me know they have not received the gift on the date requested and I have/or have not received my delivery confirmation email, what are the next steps?

Please notify us at hi.livandco@gmail.com immediately. If we cannot provide an explanation and resolution immediately, and 24 hours has passed since the chosen delivery date, we will launch an investigation with our third party logistics company. We aim to provide a resolution for all investigations within 24 hours of the investigation launch.

If you are dissatisfied, even just a little bit, with any of the products or services provided by Liv & Co, we’d really like to know about it. You can send feedback, comments and questions to hi.livandco@gmail.com and we’ll respond promptly. If there is an urgent issue, please call on 0422092883.