Frequently Asked Questions
Everything you might be wondering about LiVelle, our mystery bundles, orders, shipping and more.
Still can't find what you're looking for?
Email us at hello@livelle.co.za and we'll be happy to help. đ¤
đ¤ About LiVelle
What is LiVelle?
LiVelle is a South African online boutique created to elevate everyday moments through thoughtfully assembled mystery bundles, beautiful stationery, self-care treats and carefully selected lifestyle products.
What makes LiVelle different?
Every mystery bundle or product(s) order is hand-packed, colour coordinated where possible, and curated with genuine excitement. We choose items we'd love to receive ourselves, creating a beautiful unboxing experience from start to finish.
Where are you based?
We're proudly based in Cape Town, South Africa.
đĻ Mystery Bundles
What is a Mystery Bundle?
Our Mystery Bundles are carefully assembled surprise boxes filled with beautiful products chosen around a specific theme.
Every bundle is unique, making the unboxing experience part of the fun.
What themes do you offer?
We currently offer:
đ Bookish Mystery Bundle
𩷠Self-Care Mystery Bundle
⨠Super Mystery Bundle (our biggest bundle combining the best of both collections)
Can I choose my colours?
Absolutely!
Simply leave your favourite colours, aesthetic or preferences in the Order Notes during checkout and we'll do our very best to create a bundle you'll love while keeping the surprise alive.
Can I request specific products?
Because our bundles are designed to be a surprise, we can't guarantee specific items.
However, we'll always do our best to consider any preferences you include in your Order Notes.
Will I receive duplicate items?
We take care to avoid unnecessary duplicate items within the same mystery bundle wherever possible.
Will my bundle look exactly like the photos?
Not necessarily.
Our mystery collections are continually growing and changing, so product images are intended as examples of the style and aesthetic you can expect.
Every bundle is uniquely assembled.
Can I order more than one Mystery Bundle?
Absolutely!
If you order multiple bundles, we'll do our best to make each one feel unique while considering any preferences you've shared.
đ Orders
When will my order be shipped?
Orders are typically processed within 1â3 business days.
You'll receive a confirmation email once your order has been packed and dispatched.
Can I change my order after placing it?
If your order hasn't been packed yet, please contact us as soon as possible and we'll do our best to help.
Once an order has been packed or shipped, changes may no longer be possible.
Can I cancel my order?
If your order has not yet been processed, please contact us immediately.
Once your order has been packed or shipped, our Returns & Refunds Policy will apply.
đ Shipping
How much does shipping cost?
We offer two convenient shipping options:
- Standard Courier â R100
- Express Courier â R150
We also offer FREE Standard Shipping on orders over R998.
Where do you deliver?
We currently deliver anywhere within South Africa.
Unfortunately, we don't offer international shipping at this stage.
Which courier do you use?
We partner with trusted national couriers to ensure your order arrives safely, with RAM being our preference.
You'll receive tracking details once your parcel has been dispatched.
How long does delivery take?
Delivery typically takes 2â5 business days after your parcel has been collected.
Can I collect my order?
Yes!
You're welcome to collect your order from us in Bellville, Cape Town once you've received confirmation that it's ready for collection.
Please note that collections are by appointment only.
What if my parcel arrives damaged?
We're so sorry if this happens.
Please contact us within 48 hours of receiving your parcel and include photos of the packaging and damaged items so we can assist you as quickly as possible.
âŠī¸ Returns & Refunds
Can I return a Mystery Bundle?
Because Mystery Bundles contain surprise items, we don't accept returns simply because you didn't enjoy the contents.
If there's a problem with your order, please get in touch and we'll do our best to help.
What if I receive a faulty or damaged item?
Please contact us within 48 hours of delivery.
We'll review the issue and, where appropriate, arrange a replacement or suitable solution.
Can I exchange my Mystery Bundle?
Unfortunately not.
As every Mystery Bundle is uniquely assembled, exchanges aren't available unless an item is faulty.
Where can I read your full Returns Policy?
You can find our full Returns & Refunds Policy at the bottom of every page on our website when you click on Terms & Policies.
đŗ Payments
Which payment methods do you accept?
We accept secure online payments during checkout using our available payment options.
Your payment information is processed securely and is never stored by LiVelle.
Is it safe to shop on LiVelle?
Absolutely!
Our website uses secure encryption to protect your personal and payment information throughout the checkout process.
Can I pay via EFT?
Yes!
EFT is available during checkout. Please use your order number as your payment reference to help us process your order as quickly as possible.
đ¤ Giving Back
How does LiVelle support Fallen Angels?
We donate 5% of every sale to Fallen Angels Pet Rescue to help give abandoned and rescued animals a second chance.
Every order you place helps support the incredible work they do.
Can I donate even if I'm not placing an order?
Absolutely!
You can visit the Giving Back page on our website for more information on how to support Fallen Angels directly.
đ Contact
How can I get in touch?
You can contact us anytime via our Contact page or by emailing hello@livelle.co.za.
We'll get back to you as soon as possible.
How quickly will I receive a reply?
We aim to respond to all enquiries within 1â2 business days.
Still have a question?
We'd love to help!
If you can't find what you're looking for, simply get in touch via our Contact page or email us at hello@livelle.co.za, and we'll get back to you as soon as possible.