Find the answers to the most frequently asked questions
Regarding Orders !!!
1- From where do you ship my order?
We ship all orders within Europe from our European warehouse located in Belgium.
2- Should I pay any duty fee?
European warehouse has been run for this purpose as sometimes customers were complaining about these unexpected fees applied with some European countries but now as we ship out all orders directly from our European warehouse you can make sure that there won't be any extra fees.
If your delivery address is not within Europe, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. Any such additional charges for customs clearance must be borne by you. You should note that customs policies vary widely from country to country. We advise each customer to contact their local customs office for further information.
You should be aware that cross-border shipments are subject to opening and inspection by customs authorities.
3- I bought switches from your distributor and I have a problem now how can I ask for support?
You need to contact our distributor directly and request support.
Because of many complaints and confusement due to the company's name and addresses we would like to clarify that we are not selling directly on any online marketplace (Amazon, eBay, etc) and available distributors are responsible to give direct support and in case there is an issue or disagreement with the seller you may file a claim to their customer protection department as they have full access to your order details and payment.
Here is the list of our official websites which our technical expert team give support for:
To request for support you may simply reply to your order confirmation email that you have received after placing your order on any of the above-mentioned websites and our expert team will get back to you to resolve any issue.
4- I need support but the seller is not selling Livolo switches anymore, what should I do?
Unfortunately, that can always happen whenever you buy Livolo products from unofficial sellers or from online marketplaces because they won't stay in the business for a long time and you will lose support if you get into any problem.
5- How long does it take for my order to be shipped out?
We ship out orders within 1-2 Working days.
6- Do I receive tracking information when you ship out my order?
You will be always provided with tracking information as we hand the parcel to the courier.
It can take some time for the provided information to be visible in their system after the registration of the parcel.
7- How can I ask to return my order?
Please refer to the product return page and follow the easy steps provided there.
8- I would like to be your distributor, How should I apply for that?
You need to send your request along with your Business Plan and Business information including your VAT number to Participant@livoloeurope.eu.
We will be in contact with you but It takes some time for us to study your application.
Regarding Products !!!
1- Can I use a Livolo dimmer switch with LED light?
You can use our dimmer switches with LED lights but make sure that your dimmer is not using any magnetic transformer. The LED light must be leading edge and dimmable.
2- Can I control a single light from 3 different locations?
3- Why there is no Livolo logo on Crystal panels?
This decision has been made by Livolo manufacturer to produce the logo free panels to be used in Europe.
The reason is that in some European countries customers had difficulties to place the panels in the correct direction and the logo was limiting them. The panel without logo makes it possible to place the panel in whatever direction.
4- How many circuits may I control with a touch remote control(VL-RMT-04)?
The maximum possible circuits are 27.
5- Why does my light keep flashing?
This problem happens when your circuit doesn't reach a minimum of 15W in order to work properly. Please note that the minimum power for a dimmer switch is 25W.
6- Can I use Livolo switches outside the building?
Livolo switches are built for indoor use, therefore it's not recommended to be used outdoors. You may only use the Livolo doorbell switch outside if and only if it will not come in contact with rain.
The operating environment for Livolo switches is -30~70 centigrade and less than 95% RH.
7- Can I control your radio Frequency switches over wifi via my smartphone?
Yes, to control our RF switches over wifi you need an external hub like "Broadlink Rm Pro, Orvibo Allone pro* (Recommended)" or any other one in the market which can work at the 433MHZ radiofrequency.
To do that you need to purchase the switch with remote functionality and also purchase our remote control to generate a signal for each individual switch and learn that later with your hub.
Please note that Orvibo can learn the signal directly from the switch, therefore having the remote control is not necessary.
8- I don't find my desired combination on your website, What should I do?
You need to order your desired combination by choosing the desired crystal panel and modules separately via the Mix & Match section.
9- Can I use the ZigBee Gateway to control the switches which have remote functionality?
No, it is not possible! The ZigBee Gateway is a necessary unit to only control our ZigBee series switches over wifi via our Livolo app on your smartphone.
10- Can I synchronize a 2 ways Zigbee switch and a none ZigBee 2 ways switch?
No, it is not possible! you may only synchronize 2 ways switches of the same series.
11- Can I install 2 way switches from different series on one circuit?
No, you can only synchronize the 2 ways switches from the same series with each other.
12- Can I control your WiFi series switches via my Livolo APP?
No you can only control the ZigBee series products via Livolo App, The WiFi series products are our own products (Powered by Livolo Europe) and they can be controlled via Smart life App.