Shipping & Returns
Shipping
Order processing and carrier per country
Your order will be processed at our distribution centre and handed over to the carrier on the same day if you place it before the cut-off time below.
| Carrier & country | On working days | Weekends or holidays |
| Post NL NL& BE |
11:45 PM | No processing on Saturdays and holidays. Sunday 5:00 PM. |
| DHL Parcel Connect FR, HR, HU, PL, PT, RO, SI, SK |
4:00 PM |
No processing |
| DHL Paket AT, DE |
11:30 PM | No processing |
| DPD CZ, DK, EE, LU, LT, LV, SE |
11:45 PM | No processing |
| UPS Standard /Express BG, CH, ES, FI, GR, IE, IT, CY, MT |
4:00 PM | No processing |
Shipping costs & estimated days in transit
The table below shows the shipping costs and an estimate of the days in transit from the moment the carrier receives your order.
We do not make a profit on shipping costs and only charge our actual costs.
| Rate (€) |
Free from (€) |
Working 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 and house number, enter 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. Please include your order number.
Damaged or incomplete parcels
If your parcel is damaged or incomplete, take the following photos:
- Outer side of the box
- Inner side of the box
- Shipping label
- Visible damage (close-up)
Send these to customer service within 4 days of delivery, including your order number. Please 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
We stand for exceptional quality. However, if you have any concerns about a product you have received, please send us a message as soon as possible with clear photos of:
- The product
- Packaging
- Expiration date
- Batch code
We will investigate and resolve the issue as soon as possible. Please 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.
Excluded from the right of withdrawal are consumer purchases 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;
Refund
If you withdraw from the contract, you will receive back from us all payments you have made up to that point, including delivery costs (except 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.
How to return a product
The costs of returning a cancelled order are at your expense if you have accepted the package.
Please return the goods without undue delay and in any case no later than 14 days after the day on which you notify us of the cancellation of the agreement.
You are only liable for the depreciation of the goods resulting from the use of the goods beyond what is necessary to determine the nature, characteristics and functioning of the goods. If this is the case, we may deduct the damage from the amount to be refunded.
- 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 your order number and the email address you used to place the order, plus the 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 it 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
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, please include a note with your order number and specify whether you would like a refund or a replacement item.
Monta B.V.
attn. LiveHelfi
Hooiweg 11
5165 NL Waspik
The Netherlands