Frequently Asked Questions
Check most frequently asked questions here, if you still need help then please contact us at email@example.com
If you would like to cancel your order, please send an e-mail to firstname.lastname@example.org with subject line “CANCEL ORDER” or contact us by phone +45 31 32 63 11 , 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 email@example.com with subject line “CANCEL ORDER” or contact us by phone +45 31 32 63 11 , 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 has not been approved yet.
2) your order confirmation e-mail 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 firstname.lastname@example.org 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. During busy periods, a delay may occur and you will be notified by our Customer Service team.
If there is a mistake in your delivery address, please send us an email to email@example.com or contact us by phone +45 31 32 63 11 , during opening hours, as soon as possible. If our warehouse has not started processing the order yet, we will do our best to accommodate your request.
If your order is already in transit, you are welcome to adjust the delivery address via UPS tracking link provided.
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 firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org . 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 unless otherwise agreed.
If you have received a wrong order or product, please contact us at email@example.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 firstname.lastname@example.org
2) if not all products ordered are listed in your shipping confirmation e-mail, unfortunately our warehouse could not complete your order due to a stock discrepancy. This also means, that payment was taken only for the items sent.
You are always welcome to contact us at email@example.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 submit your claim case here and we will resolve it within a few business days.
You need to have proof of purchase to submit your claim.
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 and you have an order number, please submit your claim here.
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 lids with straws for our Falk, Warren and Wilson 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.