Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at webshop@liewood.com

Order

If you would like to cancel your order, please send an e-mail to webshop@liewood.com with subject line “CANCEL ORDER” or contact us by phone +45 31 41 36 10, during opening hours, as soon as possible. Please note, it is only possible to cancel your order, if our warehouse has not started processing it yet.

Please note that once an order is placed, we are not able to make any changes to it. A new order will need to be placed and the original order cancelled as per policy.

Please send us an email to webshop@liewood.com with subject line “CANCEL ORDER” or contact us by phone +45 31 41 36 10, during opening hours, as soon as possible. Please note, it is only possible to cancel your order, if our warehouse has not started processing it yet.  

If you haven't received an order confirmation, it could be due to these reasons:

1) your order hasn't been approved yet.

2) your order confirmation email could have been caught in your junk mail folder.

3) there is a spelling mistake in your email address. Please contact our customer service at webshop@liewood.com and we will re-send you your order confirmation.

Once your order is confirmed it will be sent from our warehouse within 1-3 business days. If you experience any delays, please feel free to contact our customer service at webshop@liewood.com .

If there is a mistake in your delivery address, please send us an email to webshop@liewood.com or contact us by phone +45 31 41 36 10, during opening hours, as soon as possible. If our warehouse has not started processing the order yet, we will do our best to acommodate your request.

Please note that once an order is placed, we are not able to make any changes to it. A new order will need to be placed and the original order cancelled as per policy.

Please send us an email to webshop@liewood.com with subject line “CANCEL ORDER” or contact us by phone +45 31 41 36 10, during opening hours, as soon as possible. Please note, it is only possible to cancel your order, if our warehouse has not started processing it yet.  

Shipping

You may find our estimated delivery time and shipping cost to your country here. Please note, that it might take 1-3 business days before your order is shipped from our warehouse.

Once your order is shipped, you will receive a shipping confirmation with a tracking link. If you do not receive an email from us, please check your junk mail folder and see if you have provided the correct e-mail address upon checkout. You are always welcome to contact us at webshop@liewood.com should you have any questions.

Depending on the courier your order has been shipped with, the tracking link might not be active in the first 2 business days. You are always welcome to contact us at webshop@liewood.com should you have any questions.

If you are experiencing any delivery issues, you are always welcome to contact us with your order number at webshop@liewood.com . Please note, that delivery delays might occur on international shipping, if the package is held at customs.

Your package could have been sent back to us due to these reasons:


1) no one was at the delivery address during the attempt of a delivery


2) the package was not collected from a parcel shop within the given time frame


3) the delivery address was incorrect or incomplete.


In any of these cases, we will issue a refund within 14 days of your package returning to our warehouse. Please note that the package can not be re-sent. If you wish to receive the items ordered, you are welcome to place a new order instead.

Returns & Exchanges

If you change your mind about a product, we gladly accept returns within 30 days of you receiving your order. If you wish to exchange an item to another size, style or color, please place a new order and return the items you wish to exchange. In order to send return package to us, please choose a business delivery option (not access point), as we are not able to collect packages from parcel shops. For more information about product return, please read here.

Unfortunately we do not offer free returns, therefore you are welcome to choose your local courier. We do recommend sending packages with UPS or GLS.

The refund will automatically take place within 14 days after we receive your return parcel at our warehouse. Refunds will be credited to the original payment method.

Other

If you have received a product with a defect or a wrong item, please contact us at webshop@liewood.com with your order number and a product image and we will look into the matter.

If you are missing some of the products you have ordered, it could be due to these reasons:


1) if products listed in your shipping confirmation e-mail are missing, then there has been a packing mistake and you are welcome to contact us at webshop@liewood.com 


2) if products are missing from your shipping confirmation e-mail, unfortunately our warehouse could not complete your order due to a stock discrepancie. This also means, that payment was taken only for the items sent.


You are always welcome to contact us at webshop@liewood.com should you have any questions regarding your order.

We are sorry to hear that you have had a bad experience with one of our designs.


If the product was purchased at one of our retail partners, then we kindly ask you to contact them. The retailer will handle your claim in accordance with the rules of the country from which our retail partner operates.


If you have purchased the product from our webshop liewood.com, please contact our customer service at webshop@liewood.com with your order number and an image.

We are sorry to hear you had a bad experience with one of our designs.


If the gift was purchased at one of our retail partners, then we ask you to contact them directly. The retailer will handle your claim in accordance with the rules of the country from which our retail partner operates.


If the gift was purchased from our webshop, please contact our customer service at webshop@liewood.com with the order number and an image.

We are not currently able to provide spare parts for our products, but we are working towards providing that service in the future. At the moment it is possible to purchase sports lids for our Anker, Neo and Falk water bottles separately.

The same size could have a different fit for every child, therefore we always recommend that you follow our size guide, which you can be found next to each product in our webshop. Please choose the size according to body measurements and not the childs age, in order to have the best fit possible.

We do sometimes have a campaign where we offer 10% discount on your first purchase after signing up to our newsletter. If you can not find this campaign on our website, then it is not currently available.

We do not currently offer a gift service for products purchased from our webshop. Inside each package we include a packing list without prices. However, there are small price tags on product packaging, which cannot be covered.

We would like to offer a gift service to our customers in the future and our team is currently looking into different possibilities.

Thank you for your interest in our brand and in becoming a Liewood retailer. If you would like our Sales team to review your request, we will have to kindly ask you to submit the Retail Sign Up Form here. Our sales team will carefully review your submitted form get back to you.