Do the prices include VAT?
Yes, all prices shown include VAT.
How can I pay?
You can pay in different ways:
- American Express
- Bank transfer
Can I have my order delivered abroad?
Yes, we ship to all EU countries.
What are the shipping costs?
See the Shipping and Returns page.
How can I be sure I have paid?
You will receive a shipping confirmation e-mail as soon as your payment has been processed. Did you not receive an e-mail from us? Then it is possible that they ended up in your spam filter. If you have not received an e-mail from us there either, please contact us at email@example.com.
How do I know if my order was successful?
After completing your order you will immediately receive an email with order confirmation. This also contains an overview of your order.
I want to cancel or change my order, how do I do that?
Do you want to cancel your order or change something?
Please send us an email with your order number <ORD*****EN>. In some cases we can still remove the order from the ordering process. The alternative is to refuse the order for delivery. It will then automatically be returned and we will reimburse the purchase amount.
How do I know where my order is?
In the shipping confirmation that you receive by email is a track and trace so you can follow your order. Check the tracking link regularly, because here you will find all the current information about your package and the delivery.
I have not received my order, what should I do?
If you have not received your order within 5 working days, please contact our customer service.
PACKAGE HAS BEEN DELIVERED, BUT NOT TO ME, WHAT NOW?
Unfortunately it sometimes happens that the T&T indicates that the parcel has been delivered, but that it has not been received. In such a case we will start a postal investigation, more information can be found on the page shipping and returns.
My order got damaged, what to do?
If your package or the products in it have been damaged during transport, please send us an e-mail immediately with clear pictures of the box, the address label, the contents and the damage. We need these photos to be able to claim the damage from the carrier.
Can I return my order?
Yes, that is possible. You can return orders within 14 days of receipt. The shipping costs are for your own account. See the page shipping and returns.
Do I have warranty?
Yes, LiveHelfi complies with the legal warranty regulations. A product must be or do what you can reasonably expect of it. If not, you can return it or ask for a replacement. If you return it, we will refund all costs incurred (purchase and postage).
How do I get my money back?
Let us know via firstname.lastname@example.org that you want to return your order and get your money back. We will refund your money once we have received the product.
Using Shop Pay
Shop Pay is a wallet that helps you check out faster on participating stores by automatically filling in your saved email, payment, and shipping details.
The following info is saved and securely encrypted for your future purchases:
- up to 20 shipping address
- credit card details for up to 10 credit cards, including billing addresses
- mobile phone number
After you set up Shop Pay, you can manage your credit card and billing info from your Wallet in the Shop app. You can manage your shipping addresses in the Shipping addresses settings of the Shop app.
To use Shop Pay, you need to have a Visa, Visa Debit, Mastercard or American Express card.
To use a discount code or gift card at checkout, tap Add a discount code or gift card, and then enter the code and tap Apply. Before checking out, review your order to make sure the discount code or gift card was applied.
To redeem multiple gift cards at checkout, you can add each gift card code individually. You can also use a discount code in combination with a gift card at checkout. However, you can only apply one discount code per order at checkout.
What are the advantages of having an account?
How can I change my customer data?
You can change your account details via "My account" in the top right-hand corner of the menu.
Why is my account not recognised?
We have a Dutch, English and German website. These are separate administrative systems. If you try to log in in a language other than the one in which you created your account, your e-mail address will not be recognised. Please try again in another translation. If that does not help, please send an email to email@example.com. We will solve the problem for you as soon as possible.
What happens to the data I enter?
What are the terms and conditions of LiveHelfi?
You can read our terms and conditions here.
Where can I make a complaint?
For complaints about delivery, please contact customer service by email so we can help you as soon as possible.
Where can I report a problem or give feedback?
If you have any questions or problems, please send us an email at firstname.lastname@example.org and we will find a solution.