FAQ


Order

How can I find a product?

Via the "Search" function in the header of our webshop, it is easy to find your product. The main menu also provides a solid navigation towards our product.

How can I order a product?

You can order a product by clicking on the information page of the product, "Add to cart". The article is then placed in your shopping cart. You can then continue shopping, or you can pay for products in the shopping cart.

How do I know what products are in my shopping cart?

The shopping card will show the products in the shopping card. Also, the total amount is displayed directly.

I want to make a change in the shopping cart, how do I do this?

You can make changes within the basket. You can remove a product from the cart by clicking the X in the column behind the product. You can change the quantity of an item in the column "Number". When changes in the basket are made, please click "update shopping card".

How do I know if my order has arrived?

If you place an order online and have passed your email address, you will receive an order confirmation by email. Here you will find an overview of your order details.

I want to cancel or change my order, how do I do that?

This is only possible if your order has not been sent. Contact us as soon as possible for more information.

I want to order from abroad, can I?

You can order within the EC.

Can I check my order now?

You will receive an email containing all details about the delivery. Depending on the type of product (parcel or letter post), there is a track and trace code included that allows you to track your order.

Do the prices include VAT?

Prices shown are all inclusive of VAT

Payment

In what ways can I pay?

You can pay by:

  • iDEAL
  • PayPal
  • Visa / MasterCard
  • American Express
  • Bancontact / Mister Cash
  • SOFORT Banking
  • Belfius Direct Net
  • Bitcoins
  • Bank transfer (€2,50 extra costs)

Do the prices include VAT?

The prices shown are inclusive of VAT

How do I get my money back if I decide to send a return order?

You can return your product. The customer service refunds the total amount back to your account once the product is received in good condition.

I made a payment. How do I know that I paid?

You will receive a confirmation email once the payment is processed.

I paid, but received no order. What should I do?

If you did not receive your order within 5 business days (unless out of stock and / or otherwise) after placing your order, please contact customer service.

Shipping & delivery

See shipping and returns for more information.

Returns

Can I return my order if the product does not meet my needs?

Yes, that is possible. You can return the product within 14 days of return. The costs are at your expense.

Read more about shipping and returns.

Customer Data

How can I request a change in my account details?

Via "My Account", on top of the page, you can edit your account information.

I want to become a customer of the shop, how do I do that?

You can become a customer by creating an account. With this account, you can order quickly and easily. LiveHelfi registers you as a customer, so you do not have to re-enter your information on your next visit.

What are the benefits of a personal web store account?

You don’t need to re-enter all of your personal details in order to place an order. You can also view previous orders.

Complaints

I have a complaint about my order, what should I do?
Complaints are no good for either party. We will do everything to resolve your complaint as soon as possible. We treat your question, comment or complaint within 14 days. You can call (+31634152093) or create a ticket via “my account”. When you are not satisfied how we handled your complaint, you can contact geschillenommissie of the Thuiswinkel Organisatie. You can also contact the European ODR platform.

General

What happens to the information I fill in?

You can read more about this in our privacy policy.

What are the general conditions of LiveHelfi?

The Terms of LiveHelfi can be read here.

Have I guarantee?

LiveHelfi complies with the Dutch legal warranty. That is, a product is or should be what the consumer expect to in all reasonable terms. If a product does not meet expectations, you can return it or request a replacement product. When you return, we reimburse all costs incurred (purchase and shipping)

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