FAQ – Levistina

Order Placement

How to place an order?

First of all, choose products that you love, have fun customizing them, click "Preview your personalization" to make sure it will be processed as your wish before adding to cart, and then hit "Checkout".

Fill in your personal data( contact information, shipping address) and apply a discount code (if you have) to complete purchasing. Choose a suitable payment method and complete the order.

That's it! We will do the rest for you.

Why have I not received an order confirmation?

If an order was placed and processed successfully, an automated order confirmation should have been sent to you via e-mail. Please check your Spam/Junk/Promotion mailbox if you do not see any emails in your primary inbox.

If you still could not find it after checking, we recommend you Contact Us so we may investigate this for you.

Do you put the receipts in the package?

The package only shows the Recipient's Name, Shipping Address, and order's Tracking Number. Any information related to the receipt or price tag will not be included.

How to remove items from my cart?

To remove an item from your shopping cart, simply follow these steps:

1) Go to your shopping cart by clicking on the cart icon in the top right corner of the website.

2) Find the item you want to remove and click on the minus ("-") button next to the quantity field to reduce the quantity.

3) The item will be removed from your cart automatically.

Do you accept personal customized requests?

We ensure to provide as many exclusive design as possible on our website. If you couldn't find the design you like or have a need of unique customization, please contact us via this form.

Don't forget to share us the item's name of your interest. Our team will review and give further support regarding your request.

Order Modification/ Cancellation

How to modify my order?

You can modify your order simply by sending your request via this contact form. Please provide all details for your adjustment and your order number.

NOTE:

We try to process our orders extra fast to make sure that they arrive with you as soon as possible so we can't make sure if we're able to change your order address, item variant or quantity. Therefore, your order is only eligible to be modified within 2 hours after placing the order. After that time, the order is locked for processing and can no longer be adjusted. If this is important change for you, please reach out to us without delay, we are willing to assist you.
For modification requests and in the holiday season, orders may reach you a little longer than usual for processing the change.
In some cases, additional fees may required to update the original order.

How do I cancel my order?

We are sorry to hear you wish to cancel your order. If you'd like to cancel your order, please send us your request via this contact form including your order number. If possible, hope you can let us hear about your cancellation reason, we’re always looking for ways to deliver happiness.

NOTE: Your order is only eligible to be canceled within 2 hours after placing the order. After that time, the order is locked for processing and can no longer be canceled.

Can I customize my product without any names?

The good news is YES! All items can be customized without the names.

How to do: Put a space bar at the required box

Payments

Why is my card getting declined?

There may be several reasons why a transaction does not go through. We recommend checking the following list of possible reasons and reaching out to your credit card issuer/bank for further information.

Insufficient funds: Check the funds available in your bank account.
Card is expired: Check the expiry date shown on your credit or debit card.
Withdrawal limit exceeded: You may have reached a daily limit for a single vendor that could be set up by your card issuer or bank. Contact your bank for further information or retry the following day.
Card is blocked: Please try again in 30 minutes. If that doesn’t help, contact your bank or try adding a new card.
A technical error occurred: Please retry the process at a later time.
Bank declined the transaction: Please contact your bank for more information.

Will my card's information be safe?

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy)

Do I have to pay tax?

If you're living in EU countries or Australia, it's your liabilities to pay tax to your government (if you're required to) on your own, we're not collecting any taxes.

What kind of payment method may I use?

We accept payments through various secure methods, including credit/debit cards, PayPal, Venmo, Google Pay and Shopify Pay (You can pay in bi-weekly installments at no interest).

Shipping & Delivery

Do you ship internationally?

Of course! We offer shipping worldwide for FREE. If your country isn’t a supported default option at checkout, please contact us and we will arrange a custom shipping option catered to you.

When will my order process and ship?

All orders are processed and ready to be shipped within 5-7 business days upon receipt of payment. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

How can I track my order?

To track your order, visit our tracking page at Tracking Order.
You will need your order number or tracking number to access your order status.

The tracking shows my order as being delivered, but I haven’t received it?

We’re sorry to hear that you haven’t received your order.

So we can look into this for you please make sure you've done the following.

Carrier may have placed it in a safer location, please check: Mailbox, Porch, Garage, Any area out of potential weather hazards ,Exterior doors and any locations where the package could be placed
Check your mailbox again as some packages come separately from your regular mail.
Check with others in your house that may have accepted it.
If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping
In rare cases, package may show as 'delivered' but could take additional 24 hours.

If you still can’t find your parcel please Contact Us asap with your order information; including order number, email and shipping address and one of our agents will assist you right away.

Order Issues

What is your returns policy?

Unfortunately, a return is not included in our Replacement and Refund Policy.

We offer a replacement or refund if the product you received is damaged, defective, or incorrect. Therefore, feel free to contact us so that we can resolve the issue as quickly as possible within 7 days from the date you received your package.

What if I receive a damaged/defective item?

We're sorry you received a parcel with damaged/broken/defective items! Here’s what you need to do:

It's not recommended to use the product for better inspection.
Promptly contact us here:

Tell us about your problem(s)
Don't forget to attach photos/videos that show the defect/damage condition for better support.
Shipping label showing the tracking number

We will give our best to assist.

What if the items I received are not as described?

We're committed to providing you with high-quality products and services. The preview image is intended to provide a visual representation of the design. It may slightly differ from the actual product due to differences in the printing and manufacturing process.

Therefore, if the difference is unacceptable, don't hesitate to let us know here. Our goal is to gain a deeper understanding of your expectations for the product, allowing us to improve our product and offer a suitable solution.