Frequently Asked Questions
Can I create a wish list?
Yes! Simply log into your Belevivi account with your email and password. Click the heart logo in the top right corner and you will see your email linked to your wish list. Start shopping and clicking the hearts in the top right of the thumbnail or on the product page and the item will be saved to your wish list.
Do I need a Belevivi account to place an order?
No you do not need an account to place an order and can check out as a guest if you prefer. You can always create an account at a later date. But creating an account will help you be able to review and manage your orders and create wish lists that are linked to your account.
I have forgotten my password - help!
Don't worry - it's easy to reset your password. Simply click on the person logo in the top right corner, below the menu bar on the homepage. Click on the 'Forgotten password' link. From here you will be asked to enter your email address that is linked to your account and you will receive an email containing a link to re-set your password.
I have placed an order but I have not received a confirmation email.
When you place an order, we'll send you a confirmation email to the email address provided. If you haven't received your confirmation email please login to your Belevivi account using the same email address that you used to place the order; click on the 'My orders' tab and you will be able to check the status of your order.
If you can't find your order on this tab please contact our Customer Care team at: email@example.com and one of our dedicated Customer Care Advisors will be able to help you.
Can I cancel my order?
If you would like to cancel your order, please contact our Customer Care Team via email: firstname.lastname@example.org or Live Chat within 2 hours of ordering. As our main priority is quickly processing orders for dispatch to customers, in most cases a cancellation or amendment to an order may not be possible.
Can I track my order?
Once your order has shipped you will reveive a confirmation email with a tracking number for yourorder so you can follow its journey to you!
You can check the status of your order by logging into your Belevivi account and clikcing on the "My Orders" tab.
Can I order or reserve an Out of Stock item?
Most items cannot be ordered when they're out of stock, however you can sign up to receive an email notification when the item comes back into stock.
Is the ordering process secure?
Yes at Belevivi we maintain the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions.
Shipping & Delivery
Where do you ship to?
Currently for our launch we are only delivering to Hong Kong. We plan to expand to other countries shortly. To be notified when we expand our delivery locations sign up for our newsletter to be the first to know.
How do I request a delivery quotation to a country that hasn't got a delivery rate worked out?
If a delivery charge doesn't display for your country, we can do a custom delivery quote for you. Please contact us with your order list and quantities, shipping address, email, phone number. We will repsond within (2) business days with a delivery quotation.
When will my order ship?
Orders will usually be shipped within 2-4 business days of receiving the order. Your product(s) will be shipped to you directly by the individual brand(s) and/or boutique(s), therefore shipping times can vary and your order may arrive in multiple packages. When your order does ship we will send you a confirmation email with the tracking information. Please check your spam folders if you are unable to find this email. We are unable to edit shipping addresses once your order has shipped.
What are my delivery options?
The range of delivery options will be displayed at checkout. As a marketplace, all of our products are dispatched by the individual brands and boutiques who form part of the Belevivi community. With this in mind, there may be multiple shipping charges applied at checkout.
How will I receive my items?
Each brand will prepare and ship your items to you directly, therefore, if purchasing from multiple partners in a single order, it is likely that you will receive your order in several deliveries.
What if my order arrives damaged?
Sometimes damages do occur in the shipping process even though we do our best to deliver your item(s) in perfect condition. If, on the rare occasion, your order arrives and your product isn't in perfect condition, please contact us as soon as you receive your order so we might assist you.
We will need the following information to enable a member of our Customer Care team to advise on the best solution:
- Order number
- Details of the damage/broken item(s)
- Images of damage/faulty items(s)
- Images of inner and outer packaging that has been used to protect the item(s)
My order has arrived and it is missing item(s).
Please contact as soon as you receive your order, email@example.com. We will need the following information to enable a member of our Customer Care team to advise on the best solution:
-Details of the line items that is missing, product name and description
-Images of open package with the items you did receive if you ordered more than (1) item
-Images of packaging including any dmage to the box or packaging.
I have tracked my order with your delivery company and it says it's been delivered but I don't have it, what do I do now?
In rare cases, the chosen couriers can experience a problem or a communication issue. In these cases the parcel may have been left with a neighbour or there's been a tracking issue. If you cannot track your parcel please contact us and we’ll investigate this for you.
What happens if your delivery partner loses my parcel?
This rarely happens but if this situation does arise then please contact us and we'll ingestigate this for you.
Returns & Refunds
Do you accept returns?
Please see our Returns Policy page for more details. We accept returns of unused and undamaged items within 7 days of receipt. All returned items must be accompanied by original packaging, such as boxes, tags and any protection materials. We reserve the right to refuse merchandise if an item is not returned in its original condition, including all packaging and tags.
Please note that some returns might be subject to a 20% restocking fee, dependent upon the item and brand purchased. For any return inquiries, email us at firstname.lastname@example.org. The cost of the return shipping is incurred by the customer. To insure that items are not damaged in transit, consider working with a trusted courier and possibly insuring items.
How will I know when you have refunded me?
Once we've received, processed your return and issued you with a refund we will send you an email to let you know.