Frequently asked questions
Do you offer wholesale?
Due to us having very limited stock we struggle to keep our own online shop stocked for very long, alongside our shop in Lewes. This means the wholesale is not something that makes sense for us to offer at the moment. You can email us if you’d like to be added to our list of potential stockists for if we embark on wholesale again.
Do you ship worldwide?
Yes, we ship to most countries! Including all of Europe, the US, Canada, Australia, New Zealand, Japan, Korea.
EU customers please consider that you will have to pay VAT/handling fees upon receipt of your order if it is costs over £135. Unfortunately we cannot accurately predict what these charges might be, or pay them for you.
If you can’t see your country listed at the checkout please enquire via email to studio@livanddom.com about shipping.
When will my order be dispatched?
Orders are currently taking 2-4 working days to ship.
Made to order pieces will take approximately 4-6 weeks to ship.
Please email us if you need your order to arrive before a certain date, we always try our very best to accommodate this.
You will receive an email confirmation when your order has dispatched, if you have not yet received an email then your order is still processing.
The piece I want is sold out! Will you be restocking soon?
We will be back with more stock in late March!
You can subscribe to our mailing list (found at the bottom of the website) to be notified of the exact date and time of all our stock drops.
Which payment methods do you accept?
We accept all major credit/debit cards and Apple Pay. Sorry, we currently do not accept PayPal.
My order hasn’t arrived yet, what shall I do?
Please be patient with your respective shipping providers, particularly for international orders. If you no longer require your order and would like a refund we can arrange this but we will need you to send back the piece if it does arrive.
UK ORDERS - Please get in touch 1 week from your dispatch date and we can either refund you or start making your replacement piece/s.
EU ORDERS - Orders sent with Royal Mail will officially be considered lost 30 working days from your dispatch date. You can get in touch with us before this but unfortunately we will only arrange sending a replacement after the full time has passed.
ALL OTHER ORDERS - Orders sent with Royal Mail will officially be considered lost 35 working days from your dispatch date. You can get in touch with us before this but we will only arrange sending a replacement after the full time has passed. For orders shipped with UPS please contact us 1 week after dispatch if you have not received your order.
Do you have any extra stock that isn’t on the website?
We are keeping some pieces back to stock our physical shop, so while we may have more of a particular piece at our shop/studio, unfortunately we cannot offer it to online customers outside our regular drop times at the moment.
Is there anywhere I can buy your products in person?
Our new studio is open Tuesday - Thursday 10am-5pm and by appointment (via email) at 31 Western Road, Lewes. Currently closed to restock after Christmas
Shipping
You will receive an email confirmation when your order has been dispatched. Dispatch currently takes 1-5 working days.
If there are significant delays or problems with your order we will let you know via email. (please check your spam/junk folder!)
The price of shipping is dependent on the weight/size and total price of your order.
🌿 We use recyclable / sustainable packaging with zero plastics, don’t include invoices or prices and gift wrap all orders 🌿
Orders that include A3 prints/paintings and ceramics together will be sent in two shipments. Please don’t panic if you receive only part of your order first!
UK ORDERS
All UK orders are sent with Royal Mail 48 or Next Day Special Delivery. Your shipment/tracking information will be in your dispatch confirmation email.
Orders £150 and under will be sent Royal Mail 48 tracked - 2 days from dispatch.
Orders over £150 will be sent Royal Mail Special Delivery by 1pm tracked - Next day from dispatch.
INTERNATIONAL ORDERS
International packages will be sent with Royal Mail Tracked. Your tracking information will be in your dispatch confirmation email.
All International orders between will be sent with Royal Mail International Tracked - 7 working days delivery aim but please be aware there may be delays, particularly within the EU where parcels have been taking over 20 days in some cases. US, Canadian and Australian orders are more reliably delivered within Royal Mails delivery aims.
Orders over £250 may be sent in two shipments or sent via UPS express (3 working days delivery aim), if you have ordered less than £250 but would like your order upgraded to UPS express email us as soon as possible after placing your order.
Refunds & Returns
We are happy to replace or refund any lost or damaged item, just send us an email at studio@livanddom.com or use our contact form and we will do our best to make sure you get your purchase!
You can let us know if an international order is taking longer than expected but we will not send a replacement / issue refunds until 32 working days have passed since the shipment date to give the package time to arrive.
If your item is damaged just send an email to studio@livanddom.com and we will send you a replacement for free.
If you receive an incorrect item due to a mistake on our part we will send a replacement for free and pay for the shipment of the sent piece back to us. If you accidentally order the wrong piece we will still send a replacement but will ask that you pay for shipping.
If you are unhappy with the quality of your order simply send it back to us and we can refund you.
If your item gets lost due to an incorrect address being entered at checkout we will ask that you pay for redelivery.