Customer Service

How to contact us?

Chat : 24/7, immediate response
Email : info@gomovelive.com
Opening hours : Mon-Sun 8:00-19:00 CET, response within 24 hours

Orders and Shipments

When do we ship?

Warehouse (70% products) : 3-5 days
Custom made (30% products) : 5-10 days handcrafted production

Shipping cost?
FREE for orders > €75 (Europe/USA)
Under €75: €5.90 Europe | €19.90 USA/Canada

Delivery times from shipment:

Europe : 5-12 working days
USA/Canada : 8-18 business days

Tracking?
Automatic email with tracking number upon shipment.

Wrong address?
Contact us within 24 hours of placing your order: info@gomovelive.com

Couriers?
GLS/DHL/FedEx (we choose the fastest for your area)

Customs duties?
Europe: included. USA: paid by customer.

Returns and Refunds

Return policy?
FREE RETURNS within 30 days of delivery
Prepaid label included.

Conditions:

Unworn items, tags intact, original packaging
Proof of purchase required

Returns NOT accepted:
❌ Sales
❌ Sports underwear
❌ Swimwear
❌ Products made to order

Jackets Made to Order

Can I return a made-to-order jacket?

No. Made-to-order jackets are not returnable, as they are specifically produced according to the customer's specifications.

Is the jacket covered by a warranty?

Yes. All custom jackets include a 2-year warranty.

What does the 2-year warranty cover?

The warranty covers exclusively:

manufacturing defects
structural problems of the material
production errors (seams, zips, buttons, embroidery, applications)
discrepancies from the order (wrong size or color)

What is NOT covered under the warranty?

The warranty does not cover:

normal wear and tear due to use
damage caused by incorrect washing or improper use
tears, stains or deterioration not related to production
Return or exchange requests for aesthetic reasons or personal preference

How can I request warranty service?

Simply contact customer service with photos and a description of the problem. The team will assess the defect and proceed with the most appropriate solution.

We do not accept returns on made-to-order products . Make sure you choose the correct size by consulting the guide . Are you unsure about the size ? Contact us before ordering !

Process:

E-mail info@gomovelive.com with order number
Get free label + address
Refund within 10 working days on original card

EU law : 14 days withdrawal for any reason.

Artisan Products

Why "tailor-made"?
30% products made after order for:
✅ Zero waste
✅ Fresh artisan quality
✅ Reduced environmental impact

Where do we produce?
Italian design and materials
Production: Italy, France, Türkiye (certified laboratories)

Materials?
Premium Italian technical fabrics (breathable, stretchy, durable)

Quality?
4-step inspection: materials → stitching → fit → packaging

Model sizes?
Generally S (specified in each product sheet)

Payments

Accepted methods:
Visa, Mastercard, Amex + digital wallets

Extra expenses?
NONE – product price only + duties (if applicable)

Payment failed?
Verify:

Billing address
Card enabled for international payments

Do you have any questions?
Chat 24h or info@gomovelive.com
We answer in 24h max .

FAQ