Frequently Asked Questions
Shipping & Delivery
Where do you deliver?
Where do you deliver?
We deliver Australia-wide. Metro orders to Sydney, Melbourne, Brisbane, Adelaide and Perth are dispatched fast from our local warehouses. Shipping is calculated at checkout based on the item size and destination.
Is shipping free? Is there a minimum order?
Is shipping free? Is there a minimum order?
Shipping is calculated at checkout based on your postcode and item size, with no minimum order. Metro areas (Sydney, Melbourne, Brisbane, Adelaide and Perth) get our fastest dispatch.
How long does delivery take?
How long does delivery take?
Most orders are dispatched within 1-2 business days from one of our four Australian warehouses (Sydney, Melbourne, Brisbane, Adelaide). Estimated transit times after dispatch:
- Sydney metro — 1 to 3 business days
- Melbourne, Brisbane, Adelaide, Perth metro — 3 to 7 business days
- Regional Australia — 5 to 10 business days
- Remote postcodes (NT, WA outback, FNQ) — 7 to 14 business days
Large or oversized items (pilates reformers, electric scooters, mirrors over 1.8 m) may take an additional 2-3 business days due to specialist freight handling.
Can I track my order?
Can I track my order?
Yes. Once your order is dispatched, you will receive an email with a tracking number and carrier link. You can also reply to that email at any time if you need help locating the parcel.
Do you ship to PO boxes or parcel lockers?
Do you ship to PO boxes or parcel lockers?
Smaller items can be shipped to Australia Post parcel lockers. Bulky furniture and oversized items require a street address with someone available to receive the delivery, as carriers do not deliver to PO boxes.
Is in-store pickup available?
Is in-store pickup available?
Pickup is currently available from our Sydney warehouse (U2/52 Derby St, Silverwater NSW 2128) by appointment only. Please contact us before placing the order to arrange a pickup time.
Returns & Refunds
What is your return policy?
What is your return policy?
We accept change-of-mind returns within 30 days of delivery. Items must be unused, in original packaging and in resalable condition. Some categories (mattresses, opened pilates equipment, custom orders, clearance items) are excluded. See our full Refund & Return Policy for details.
How do I return an item?
How do I return an item?
Email sales@livara.com.au with your order number and a brief description of the reason for return. We will reply with a return authorisation and the closest warehouse address. Do not send returns to the original shipping warehouse without authorisation — they may not be processed.
Who pays for return shipping?
Who pays for return shipping?
- Change of mind — the customer pays return shipping, and a 10% restocking fee may apply on oversized items.
- Damaged in transit — we pay return shipping and either replace the item or issue a full refund.
- Faulty / warranty claim — covered under Australian Consumer Law. We arrange and pay for return freight.
- Wrong item shipped — we cover all costs and prioritise the replacement.
When will I receive my refund?
When will I receive my refund?
Refunds are processed within 3 to 5 business days of the returned item arriving at our warehouse and passing inspection. The refund is credited to your original payment method. Bank processing can add a further 2-5 business days depending on your card issuer.
My item arrived damaged. What do I do?
My item arrived damaged. What do I do?
Please photograph the damage before unpacking further — including the outer carton, any visible damage to the contents, and the shipping label. Email the photos and your order number to sales@livara.com.au within 7 days of delivery. We will arrange a replacement or refund at no cost to you.
Warranty & Quality
What warranty comes with my purchase?
What warranty comes with my purchase?
All Livara products come with a 12-month manufacturer warranty against defects in materials and workmanship. Exact warranty terms for each product are listed on the product page. This is in addition to your rights under Australian Consumer Law, which cannot be excluded.
How do I make a warranty claim?
How do I make a warranty claim?
Email sales@livara.com.au with: your order number, photos or a short video showing the issue, and a brief description of when the issue started. Our team will review and respond within 2 business days with the next steps (replacement, repair or refund).
Are spare parts available?
Are spare parts available?
Yes — common spare parts for pilates equipment, electric mobility devices and large furniture are stocked in our Australian warehouses. Email us with the product model number (found on the product page or the original invoice) and we will quote on the part.
Products & Assembly
Do products come fully assembled?
Do products come fully assembled?
Most large items ship flat-packed for safer transit and require home assembly. Each product page lists the assembly level (No assembly / Light / Moderate / Full). All products include printed instructions, and digital manuals are available on request.
Do you offer professional assembly?
Do you offer professional assembly?
We don't currently provide an in-house assembly service. For complex items (commercial pilates reformers, large game tables, electric mobility devices) we can recommend independent assembly partners in Sydney, Melbourne, Brisbane, Adelaide and Perth — contact us before purchase if you need a referral.
Are the products genuine and Australian-compliant?
Are the products genuine and Australian-compliant?
Yes. All electrical products carry the relevant Australian compliance marks (RCM / SAA). All products are stocked locally in Australia and ship from our Sydney, Melbourne, Brisbane and Adelaide warehouses — never drop-shipped from overseas.
Can I buy in bulk, or for a business?
Can I buy in bulk, or for a business?
Yes — we work with pilates studios, retirement villages, gyms, hotels and property managers on volume orders. Email sales@livara.com.au with the item, quantity and delivery suburb for a trade quote.
Payment & Security
What payment methods do you accept?
What payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay and Union Pay. All payments are processed through Shopify Payments and PayPal — your card details are never stored on our servers.
Is the checkout secure?
Is the checkout secure?
Yes. Checkout runs on Shopify's PCI DSS Level 1 certified platform with 256-bit SSL encryption. We do not see, store or process your full card number at any stage.
Do you offer Buy Now Pay Later?
Do you offer Buy Now Pay Later?
Shop Pay Installments is available at checkout for eligible orders. We are currently onboarding Afterpay and Klarna and expect them to be live shortly — contact us if you'd like to be notified when those options go live.
Orders & Account
Can I change or cancel my order after placing it?
Can I change or cancel my order after placing it?
Contact us as soon as possible by phone (+61 1300 674 395) or email. If the order has not yet been dispatched, we can usually amend or cancel it free of charge. Once a parcel has left the warehouse, the order is treated as a standard return.
Do I need to create an account to order?
Do I need to create an account to order?
No — guest checkout is available. Creating an account lets you track orders, view past purchases and check out faster next time. Account creation is free and there are no recurring charges.
How do I unsubscribe from marketing emails?
How do I unsubscribe from marketing emails?
Every marketing email has an "Unsubscribe" link in the footer. You can also email us and we'll remove you within one business day. Order confirmation, shipping and warranty emails are transactional and will continue until your order is fulfilled.