Shipping and delivery
Shipping and Delivery Policy
This policy applies to orders shipped to Switzerland, other European countries, the United States, the United Kingdom, Canada, Australia, and New Zealand. Its purpose is to clearly explain our shipping times, procedures, and conditions, as well as how to handle potential delivery-related issues.
Before placing an order with Livia Kupfer, we recommend that you read this policy carefully.
Processing, Shipping, and Delivery Times
- Order processing time: 1–2 business days (Monday to Friday).
- Estimated delivery time: typically between 6 and 12 business days (Monday to Friday).
- Shipping costs: free shipping on all orders.
The stated delivery times are estimates and may be affected by external circumstances such as delays with the shipping carrier, high-demand periods, customs inspections, or other situations beyond our control.
Tracking
Once your order has shipped, a tracking number will be generated, allowing you to check the status of your delivery.
Tracking information may take 1 to 3 days to update after dispatch.
In some exceptional cases, it may take longer for new movements to appear in the tracking, even though the package is still in transit as expected.
If you need assistance or would like to request your tracking details, you can contact us providing your name and order number:
Tracking Issues
If you encounter an issue with tracking your order, we recommend checking the shipping carrier's information first.
Once the package is in the hands of the carrier, their tracking information is usually the most up-to-date source regarding the status of the delivery.
If you require additional information regarding your order, our customer service team will be happy to assist you with the details available.
Delivery Delays
Most orders are delivered within the estimated timeframe.
However, delays may occur due to the shipping carrier, high-demand periods, weather conditions, customs inspections, or other circumstances beyond our control.
If 3 additional days have passed since the estimated delivery date and you have not yet received your order, please contact us at:
Include your name and order number so that we can check the available information and assist you as quickly as possible.
Separately Shipped Products
In some cases, an order may be split into multiple packages for logistical reasons, stock availability, or to simplify transport.
If you have ordered multiple products, it is therefore possible that they will not all arrive on the same day.
If you receive only part of your order, this does not necessarily mean that items are missing. The rest of your order may still be in transit and will typically be delivered in the following days.
If you have not received the remaining items after 3 days, please contact us at:
and we will check the status of your order.
Incorrect or Incomplete Shipping Address
It is the customer's responsibility to verify that the shipping address provided at the time of ordering is correct, complete, and accessible to the shipping carrier.
If you notice an error in your address, please contact us as soon as possible at:
If the order has not yet been processed, we will attempt to change the address.
Once the order has shipped, we cannot guarantee that the shipping address can still be changed, as the package is then under the responsibility of the shipping carrier.
Failed Delivery Attempts
If a delivery attempt cannot be completed, for example, because no one was present to accept the package, the carrier could not access the address, or another delivery-related issue occurred, the customer must contact the local shipping carrier directly to arrange redelivery or collection of the package.
Shipping carriers usually hold packages for only a limited period before returning them to the sender. Therefore, we recommend acting as quickly as possible.
It is the recipient's responsibility to monitor the tracking and follow the carrier's instructions if a delivery attempt has failed.
If you need your tracking number or other available shipping information, you can request it from our customer service team by providing your order number.
Uncollected Packages
If a package is held for collection at a pick-up point, a carrier branch, or an authorized collection point, it is the customer's responsibility to collect the package within the timeframe specified by the shipping carrier.
If the package is not collected within this period, it may be returned to the sender.
In this event, please contact us so that we can review the situation and the available options.
Packages Returned to Sender
A package may be returned to the sender for reasons including, but not limited to:
- An incorrect or incomplete address.
- The shipping carrier could not access the address.
- Multiple failed delivery attempts.
- Absence of the recipient.
- The package was not collected within the timeframe specified by the shipping carrier.
If your order has been returned to the sender, please contact us so that we can check the status of the delivery and the available options.
Order Marked as Delivered but Not Received
If the official tracking from the shipping carrier indicates that the package was "delivered" but you cannot locate it, you should contact the local shipping carrier directly to request further information and, if necessary, file a claim.
Once delivery has been officially confirmed by the shipping carrier, Livia Kupfer cannot accept responsibility for any subsequent loss or disappearance of the package.
The shipping carrier is responsible for investigating any discrepancies related to a delivery marked as completed.
We also recommend checking:
- Whether the package was accepted by another person at the address.
- Whether it was left with a neighbor.
- Whether it was left in a safe place.
- Whether it was left at a nearby pick-up point.
- The latest available information in the carrier's tracking system.
How We Can Help
Although we cannot directly control the delivery process once the package has been handed over to the carrier, our team is happy to assist you with the information available regarding your order.
If available, we can provide you with the following:
- Your tracking number.
- Information about the shipping carrier.
- Details regarding your order.
- Available information on the delivery status.
In cases where the issue must be investigated directly by the shipping carrier, the customer must contact them to initiate the relevant investigation or claim.
Contact
If you have questions regarding the shipping, tracking, or delivery of your order, you can contact us:
Livia Kupfer
Email: kontakt@liviakupfer.com