Shipping & Returns

Shipping

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, FR, LU, LT, LV, MC, SE.
UPS Standard: BG, CH, ES, FI, GB, GR, IE, IT, LI.
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 5 pm on Sundays. 
  • DHL Parcel Connect
    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.
  • DHL Paket
    Your order will be dispatched the same day if it is placed before 11.30 pm on weekdays. This means that an order placed after 11.30 pm on Friday, will leave our warehouse on Monday.
  • DPD
    Your order will be shipped the same day if placed on business days before 11.45 pm. This means an order placed on Friday after 11.45 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*.

*Unforeseen delays at the carriers are beyond our control

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

Rate
in €
Free
from
Days in
transit
AT 8,75 275 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
GB** 15,10 325 3-5
GR 20 450 4-8
HR 11,99 275 3
HU 12,50 300 3
IE 14 300 5
IT 15,50 350 3
LI 22,60 500 3
LT 15,99 350 4
LU 11,50 275 1
LV 19,50 400 4
MC 14,50 300 3
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 *Please not that additional fees can be charged by customs.
GB **Please note that you must pay VAT and customs duty for orders above 135 pounds when the parcel arrives in GB.

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 and Cancellations

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 (e.g., a letter sent by post or an Email). You may use the attached withdrawal form, but are not obliged to do so. 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.

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.

What to do when cancelling?

Contact Customer Service by email as soon as possible. Cancelling an order is free of charge:

  • as long as the parcel is not yet on its way to you;
  • if you refuse the parcel upon delivery at the door (we will then bear the return costs).

The cost of returning a cancelled order will be borne by you once you have accepted the parcel.

What to do when returning?

If you wish to return a product or order, please return the goods in their original packaging without undue delay and, in any case, no later than fourteen days from the day you notify us of the cancellation of this agreement.

You will only be liable for the depreciation of the goods resulting from the use of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods. Should this be the case, we may deduct the damage from the amount to be refunded.

The cost of returning the goods is for your own account.

You can arrange your return in 2 ways:

  1. 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 the order number and the e-mail address you used to place the order, plus the reason for the return. In the comments 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.

  2. 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 the address below on the box.

    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.

    Monta B.V.
    attn. LiveHelfi
    Hooiweg 11
    5165 NL Waspik
    Netherlands