Shipping & Returns
Shipping
We ship all orders from Monday to Friday. Our warehouse is closed on weekends and public holidays. Orders placed outside of our operating hours will be processed on the next working day.
We partner with trusted third-party carriers for delivery. While we aim to deliver within the timeframes below, please note that shipping delays caused by the carrier are beyond our control.
Shipping cut-off times
Your order will be shipped the same working day if placed before the cut-off time listed below.
Orders placed after the cut-off time on Friday will ship on Monday.
| Carrier |
Cut-off time on working days |
| Post NL* | 11:45 PM |
| DHL Parcel Connect | 4:00 PM |
| DHL Paket | 11:30 PM |
| DPD | 11:45 PM |
| UPS Standard /Express | 4:00 PM |
*PostNL doesn't deliver on Mondays in the Netherlands.
Carriers per country
PostNL: NL& BE.
DHL Parcel Connect: FR, HR, HU, PL, PT, RO, SI, SK.
DHL Paket: AT, DE.
DPD: CZ, DK, EE, LU, LT, LV, SE.
UPS Standard: BG, CH, ES, FI, GR, IE, IT.
UPS Express: CY, MT.
Shipping costs & estimated days in transit*
| Rate (€) |
Free from (€) |
Estimated days in transit | |
| AT | 8,75 | 200 | 2 |
| BE | 6,95 | 100 | 1 |
| BG | 19,20 | 450 | 4-6 |
| CH* | 24,99 | 525 | 2-3 |
| CY | 37,00 | 850 | 2-3 |
| CZ | 10,75 | 225 | 3 |
| DE | 6,95 | 100 | 2 |
| DK | 12,99 | 275 | 3 |
| EE | 21,75 | 450 | 4 |
| ES(1) | 14,95 | 325 | 3 |
| ES(2)* | 29,75 | 650 | 3-6 |
| FI | 18 | 400 | 3-6 |
| FR | 11,95 | 250 | 3 |
| GR | 20 | 450 | 4-8 |
| HR | 11,99 | 275 | 3 |
| HU | 12,50 | 300 | 3 |
| IE | 14 | 300 | 5 |
| IT | 15,50 | 350 | 3 |
| LT | 15,99 | 350 | 4 |
| LU | 11,50 | 275 | 1 |
| LV | 19,50 | 400 | 4 |
| MT | 37,55 | 800 | 2 |
| NL | 5,95 | 100 | 1 |
| PL | 15,99 | 350 | 5 |
| PT(1) | 15,50 | 375 | 3 |
| PT(2) | 36,50 | 750 | 3-6 |
| RO | 15,75 | 350 | 3 |
| SE | 15,75 | 350 | 3 |
| SI | 12,75 | 275 | 3 |
| SK | 12.75 | 275 | 3 |
ES(1) = Spain excl. the Canary Islands, Balearic Islands and Tenerife.
ES(2) = The Canary Islands, Balearic Islands and Tenerife.
PT(1) = Portugal excl. Azores and Madeira
PT(2) = Azores and Madeira
*CH & Canary Islands (ES2): Please note that customs may charge you additional fees, which are the responsibility of the customer.
Address Accuracy
We only deliver within the EU. If you see address errors at checkout, your location may be outside the carrier’s delivery range.
If your address has no street + house number, input your house name in the Street
field and 0 as the house number.
Please double-check your shipping details at checkout to make sure everything is correct. If an incomplete or incorrect address is provided, your parcel may be delayed, returned, or even lost. If the parcel is lost because of an incorrect address, unfortunately we cannot refund the order (including products and shipping).
Missed Deliveries
If you are not home during delivery, check your tracking link. Your parcel may be redirected to a pick-up point. Physical delivery notes are no longer guaranteed, so always refer to the tracking page.
Order Delays & Tracking Issues
If your order hasn’t arrived within 5 working days after the indicated shipping lead time mentioned above, check the tracking link. If it is marked as delivered but you didn’t receive it, contact us within 2 weeks. We will begin an investigation and may require a signed non-receipt statement. Don’t forget to include your order number.
Damaged or Incomplete Orders
If your parcel is damaged or incomplete, take the following photos:
- Outside of the box
- Inside of the box
- Shipping label
- Visible damage (close-up)
Send these to customer service within 4 days of delivery, including your order number. Keep all packaging until we respond.
Not filing a complaint or not contacting us does not affect the legal warranty. However, you can help us to validate our own claims against the transport company and the transport insurance.
Product Quality Concerns
If you experience quality issues, please email us with clear photos of:
- The product
- Packaging
- Expiration date
- Batch code
We will investigate and resolve the issue as soon as possible. Keep the product until we respond.
Returns
Right of Withdrawal
You have the right to withdraw from the contract within a period of 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you or a third party other than the carrier and indicated by you acquires physical possession of the goods. To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement by email. To meet the withdrawal deadline, it is sufficient to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
When you send your withdrawal to us, we will send you an acknowledgement of receipt of your revocation by email without delay.
Effects of Revocation
If you withdraw from the contract, you will receive back from us all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us) without delay and in any event not later than 14 days after we have been informed of your decision to withdraw from the contract.
We may withhold reimbursement until we have received the products back or until you have proven that they are on their way to us.
We will refund you using the same means of payment you used for the original transaction unless you have expressly agreed otherwise; in any event, you will not be charged for such a refund.
Exclusions
Excluded from the right of withdrawal is a consumer purchase of:
- Products that spoil quickly or have a limited shelf life;
- Products which are not suitable to be returned for reasons of health protection or hygiene and whose seal has been broken after delivery;
- Products that have been irrevocably mixed with other items after delivery;
- Digital products.
How to Return a Product
If you wish to return a product or order, please return the goods in their original packaging.
Return via our website
You can arrange your return order via our website. The advantage of this is that we can refund the purchase amount or send you another product as soon as we can see in the tracking link that the parcel is returning to our warehouse. When reporting the return, please enter:
- Order number
- Email address you used to place the order
- Reason for the return
- In the comment field, indicate whether you would like a refund or a replacement product sent to you.
After online checkout, you can download the return label and then stick the return label on the parcel. The costs we charge for a return label vary per country.
See the table in the section Shipping costs for an overview of the fees per country.
Arrange the return yourself
You can also arrange the return yourself. In that case, the responsibility for the return is entirely yours. Please inform us by email and write on the box the return address mentioned below.
To ensure proper administration, we ask you to include a note with your order number and whether you would like a refund or a replacement item.
We will refund the purchase price once we have received your return at our warehouse. Please note that the processing time for returns both with the carrier and in our warehouse is longer than for regular shipments.
Return Address
Monta B.V.
attn. LiveHelfi
Hooiweg 11
5165 NL Waspik
Netherlands
Contact
If you have questions or concerns, please contact our customer service team (service@livehelfi.com).