Help Centre

Frequently Asked Questions

Need more information or have a question about your order? Find answers to our most frequently asked questions below.

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Last updated: 10/08/2025

Subscriptions

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My Order

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Delivery

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Returns

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Sustainability & Packaging

1. Subscriptions

How does a subscription work?

We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.

Logging into my account

You can log in by clicking HERE

Skip my next delivery

You are able to delay your next order by skipping your delivery by 1, 2 or 3 months. Just log in your account and simply click on the 'Skip' button. Your next billing date will then be set to 1, 2 or 3 months from that moment, depending on which duration you choose. It's as simple as that!

Change the frequency of my deliveries

By default, all subscriptions are set to a 60-day frequency, however rest assured that you can move your next billing date! Just log in your account and make the changes.

Update my payment method

To update your payment method for your next order, head to your account and click on 'edit' next to your billing information. You will be able to add a new payment method and enter your card details directly in the portal.

Update my delivery address

To update your delivery address for your next order, head to your account and click on 'edit' next to your shipping information, where you will be able to enter your new details.

If you're having any trouble doing this, you can submit an email to us here and we'll get back to you as soon as possible to help resolve your issue.

Please kindly note that if you need to update your address, you must do this before your billing date.

How do I cancel my subscription?

We are sorry to hear that you wish to stop your deliveries at this time. To cancel your subscription, just head to your account and cancel it. Simply choose your reason for leaving, confirm it, and you're all set. If you need a helping hand, you can contact us via Live Chat (available Mon-Fri 9.30am-5pm) or Email. Important: Please kindly understand that we will not be able to cancel and refund any recently billed orders, but we'll of course cancel your subscription for any future deliveries.

Can I make a one-time purchase?

We will introduce the one-time purchase option soon, stay tuned!

2. My order

One of my products is faulty, missing or wrong

We're so sorry to hear that your item(s) is faulty but rest assured that we are here to get this sorted for you quickly! Please let us know which item(s) is faulty by speaking to us via Live Chat (Mon-Fri 9.30am-5pm). Upon reviewing, we will replace the item(s) for you as soon as possible and send you a confirmation email to let you know that this has been done. Should our team require any further information, they will be in touch with you directly.

3. Delivery

Delivery methods/costs

We use Australia Post and Sendle to ship all orders from Melbourne.

We offer free standard shipping Australia wide. As our products are heavy and contain glass, we package each parcel with protective EPA foam. The actual shipping cost is significantly higher, but we cover the difference to keep it affordable for you.

Need it faster? We also offer express delivery for $11.95. Delivery usually takes 2–7 business days, depending on your location.

Where is my order?

Please check your email for a tracking link sent by either Australia Post or Sendle after we fulfil your order. In rare cases where we miss an order, please chat to us directly via our website chatting tool.

My order is being returned to sender

We're really sorry to hear that your order is being returned back to us but rest assured we're here to help.

Simply visit our online chat to report your failed delivery and a member of our Customer Service team will be in touch as soon as possible with details of a replacement.

Orders may be returned for a number of factors - This typically includes reasons such as missing or incorrect address details, courier issues or several failed delivery attempts. However, sometimes the reason may be unknown so we apologise if your order is being returned in error.

My order is marked as delivered but I have not received it

Simply visit our online chat to report your failed delivery and a member of our Customer Service team will be in touch as soon as possible with details of a replacement.

My order has arrived damaged

Simply visit our online chat to report your damaged products and a member of our Customer Service team will be in touch as soon as possible with details of a replacement.

4. Returns

How do I return my order for a refund?

Please contact us before initiating a return — we’ll provide you with a return shipping label. Please note: customers are responsible for the cost of return shipping. A flat return shipping fee of $12 will be charged for all returns.

I've returned my order but haven't received my refund yet

In order for our team to check this for you and get your refund processed as soon as possible, please visit our online chat to submit your proof of return postage and a member of our Customer Service team will be able to get your refund sorted for you.

You will then receive an email letting you know once your refund has been processed. Should our team require any further information, they will be in touch with you directly.

5. Sustainability & Recycling

Are your products cruelty free?

We pride ourselves on being cruelty-free and hold this very closely in our values. We're pleased to confirm that our products are 100% vegan and have not been tested on animals.

Can I recycle my products?

We are proud to be free from single use plastic and can confirm that all of our products are delivered in fully recyclable outer packaging.
The caps on the concentrate bottles are made from aluminium which is recyclable. There is a liner in the caps, but that will be sorted at the recycling plant.

Do you use any plastic in your packaging?

All of our products are delivered in fully recyclable packaging and we are proud to be free from single use plastic.

Where are your products made?

Livvy is proudly developed, formulated and made in Australia by our passionate team — with families (and furry friends) in mind.

We chose this path because it allows us to work with skilled partners, maintain strict quality control, and still offer you the best value. We oversee every step of the process, and each batch is independently tested to ensure it’s safe, effective, and something we’d be proud to use in our own homes.

Do you use synthetic fragrances?

Our products are scented with pure essential oils and never use synthetic fragrances. All of our products are also non-GMO and paraben-free.