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Shipping & Returns

Shipping

Carriers per country

PostNL: NL& BE.
DHL: AT, DE, HR, HU, PL, RO, SI, SK.
DPD: CZ, DK, EE, FR, LI, LU, LT, LV, MC, SE.
UPS Standard: BG, CH, ES, FI, GB, GR, IE, IT, NO, PT.
UPS Express: CY, MT.

Cut-off times

  • PostNL
    Your order will be shipped the same day if you place it before 11:45 pm on business days and before 6.30 pm on Saturdays. This means an order placed on Saturday after 6.30 pm will leave our warehouse on Monday.
    PostNL does not deliver on Mondays in the Netherlands.
  • DHL
    Your order will be shipped the same day if it is placed on working days before 4 pm. This means an order placed on Friday after 4 pm, will leave our warehouse on Monday.
  • DPD
    Your order will be shipped the same day if placed on business days before 10 pm. This means an order placed on Friday after 10 pm, will leave our warehouse on Monday.
  • UPS Standard & Express
    Your order will be shipped the same day if placed on business days before 4 pm. This means an order placed on Friday after 4 pm, will leave our warehouse on Monday.

Shipping costs & days in transit

We do not profit from shipping costs and only charge our actual costs.

Rate
in €
Free
from
Days in
transit
AT 11,50 250 2
BE 6,30 100 1
BG 19,20 450 4-6
CH 24,99 500 2-3
CY 31,55 700 2-3
CZ 10,20 225 3
DE 6,50 100 2
DK 12,25 275 3
EE 21 450 4
ES(1) 14,90 325 3
ES(2) 27,80 650 3-6
FI 18 400 3-6
FR 11,60 175 3
GB 14,50 300 3-5
GR 20 450 4-8
HR 11,50 275 3
HU 12,50 300 3
IE 14 300 5
IT 15,50 350 3
LI 12,95 250 3
LT 15,30 350 4
LU 10,90 225 1
LV 18,55 400 4
MC 13,85 300 3
MT 37,10 800 2
NL 5,25 100 1
NO 22,75 500 2-11
PL 13,20 300 3
PT(1) 16,95 375 3
PT(2) 30,50 725 3-6
RO 15,25 350 3
SE 15,75 350 3
SI 16,50 375 3
SK 12 275 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

What happens to my order if I am not at home?

If you are not present when the carrier arrives with your parcel, you will see this in the tracking link. If your parcel is delivered to a pick-up point, the address should be listed in the tracking link. There will no longer be a note in the letterbox, so always keep an eye on the tracking link!

Can I have my order delivered to another address?

Yes, you can. You can specify a different delivery address for your order in "My Account" or during the checkout process.

The store also provides orders overseas?

No, we deliver only within the EU.

I have not received my order on the agreed date. Now what?

Your order will be delivered within 5 working days, unless stated otherwise. In the Track & Trace that you receive from us you can see if the package has been delivered to a pickup point. If you have not received your order, you can contact our customer service.

The tracking links says delivered, but I haven't received anything. What to do?

Sometimes parcels are delivered somewhere else if you're not at home, but unfortunately this is not always indicated in the tracking link. So if your parcel has been delivered and you do not know where, please let us know as soon as possible, but within two weeks at the latest. We have four weeks to investigate. For this purpose, carriers ask for a non-receipt statement completed and signed by the recipient, which we will send to you. Send this back to us as soon as possible so we can start the investigation for you.

My order is damaged or incomplete

Unfortunately it can sometimes happen that a parcel arrives damaged or incomplete.

Do not accept your package if it has visible damage. Check immediately upon receipt that the contents of your parcel are complete and intact.

If you discover after receipt that there is damage or missing products, take a picture of:

  • The outside of the box
  • The inside of the box
  • The shipping label on the box
  • The damage (detailed)

Then send these photos directly to our customer service so we can come up with a solution as soon as possible. Please keep the box and products until we have responded to your message.

We need the information within 4 days to be able to report the damage to the carrier in time.

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.

I have a questions about the quality of my product

Although we treat our products with the utmost care, unfortunately it can sometimes happen that something is out of order. If you have any concerns about the quality of a delivered product, please let us know as soon as possible! We will fix it, but also want to investigate it properly. Please state as clearly as possible what is wrong. Also send clear photos of the product, packaging, expiration date and Batch Code. Please keep the product until we have responded to your message.

Returns

What to do to cancel or return the products?

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, physically receive the good.

To exercise the right to cancel, you must inform us LiveHelfi of your decision to cancel this contract by a clear statement (e.g. a letter sent by e-mail). You may use the attached model cancellation form, but it is not obligatory. You can send it to our customer service.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. Please note that the processing time for returns is longer than for normal shipments both at the carrier and at our warehouse.

You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

If you wish to exchange a product, please return the product in its original packaging. In order to be able to process everything properly, we ask you to enclose a note with the order number.

The costs of returning, as well as the responsibility for the actual return shipment are for your own account.

Return address

Monta B.V.
Att. LiveHelfi
Hooiweg 11
5165 NL
The Netherlands