Shipping Policy

Last updated: June 17, 2026

This Shipping Policy explains how orders placed through livena-kids.com are processed, shipped, delivered, and tracked.

By placing an order through our website, you agree to the terms set out in this Shipping Policy.

1. Company Information

Livena V.O.F.
Trading name: Livena
Chamber of Commerce number: 98413767
Establishment number: 000063580756
Legal form: Vennootschap Onder Firma
Registered address: van de Venlaan 11, 5374 GH Schaijk, The Netherlands
Email: info@livena-kids.com
Website: livena-kids.com

Our registered business address is different from our return address. Please see section 15 for the correct return address.

2. Shipping Destinations

Livena ships orders to:

• The Netherlands

• Belgium

• Other European countries

• Selected countries outside Europe

The available shipping option for your delivery address will be shown during checkout.

If no shipping option is available for your country or address, we are currently unable to deliver your order to that destination.

3. Shipping Rates

The following standard shipping rates apply:

Destination	Shipping cost
The Netherlands	Free
Belgium	Free
Other European countries	€15
Countries outside Europe	€40

The applicable shipping cost will be displayed during checkout before you complete your order.

Shipping rates apply per order, unless otherwise stated on our website or as part of a promotion.

Free shipping to the Netherlands and Belgium applies only to the original delivery of the order. It does not include the cost of returning a product.

4. Shipping Carrier

All orders are shipped via PostNL.

This applies to deliveries within the Netherlands, Belgium, other European countries, and countries outside Europe.

For international shipments, PostNL may transfer the parcel to a local postal or delivery partner in the destination country. The local partner may complete the final part of the delivery.

Once your order has been shipped, you will normally receive a shipping confirmation containing a PostNL Track & Trace link or tracking code.

5. Order Processing

Orders are processed after payment has been successfully received or authorised.

We aim to prepare and dispatch orders as quickly as possible. Processing times may be longer during:

• Weekends

• Public holidays

• Product launches

• Promotional periods

• Periods of high order volume

• Circumstances outside our reasonable control

You will receive an order confirmation at the email address provided during checkout.

Once your order has been handed over to PostNL, you will normally receive a shipping confirmation by email.

6. Estimated Delivery Times

Estimated delivery times depend on the destination and the delivery process used by PostNL and its international partners.

Any delivery times shown on our website, during checkout, or in shipping communications are estimates unless a specific delivery date has been expressly agreed.

International orders may take longer due to:

• Customs procedures

• Local postal services

• Public holidays

• Import inspections

• Weather conditions

• Transport disruptions

• Other circumstances outside our control

If no specific delivery period has been agreed, we will deliver the order within the period required under applicable consumer law.

7. Track & Trace

After your order has been shipped, you will normally receive a Track & Trace link or tracking code by email.

You can use this information to follow the delivery status of your parcel through PostNL.

For international orders, the tracking information may also show the local delivery partner responsible for final delivery.

Tracking information may take some time to become active after the parcel has been handed over to PostNL.

Please check your spam or unwanted email folder if you have not received your shipping confirmation.

8. Customs, Import VAT, and Additional Charges

Orders delivered within the European Union will normally not be subject to customs import charges.

Orders delivered outside the European Union may be subject to:

• Import VAT

• Customs duties

• Customs clearance charges

• Administration fees

• Other local taxes or charges

This may also apply to European countries that are not part of the European Union.

These charges are not included in the product price or shipping cost unless expressly stated otherwise during checkout.

The recipient is responsible for paying any customs duties, import taxes, and other charges imposed by the destination country.

Livena has no control over these charges and cannot predict their amount. We recommend contacting the local customs authority before placing an international order.

If a customer refuses to pay applicable import charges and the parcel is returned to Livena, the original shipping costs and any return, customs, or administration charges incurred may be deducted from the refund where legally permitted.

9. Delivery Address

You are responsible for providing a complete and accurate delivery address when placing your order.

Please carefully check the following information before completing checkout:

• Full name of the recipient

• Street name and house number

• Postal code

• City

• State or region, where applicable

• Country

• Email address

• Phone number, where requested

A valid telephone number may be required for international deliveries or customs purposes.

If you notice an error in your delivery address, please contact us immediately at info@livena-kids.com.

We cannot guarantee that an address can be changed after the order has been processed or handed over to PostNL.

10. Incorrect or Incomplete Addresses

Livena is not responsible for delays or failed deliveries caused by incorrect or incomplete delivery information provided by the customer.

If an order is returned because an incorrect or incomplete address was provided, we will contact the customer to discuss reshipment or cancellation.

The actual cost of reshipping the order may be charged if the failed delivery was caused by incorrect or incomplete information provided during checkout.

11. Failed Deliveries and Uncollected Parcels

If PostNL or its local delivery partner is unable to deliver a parcel, it may:

• Make another delivery attempt

• Deliver the parcel to a collection point

• Request additional delivery instructions

• Return the parcel to Livena

Please follow the instructions shown in the Track & Trace information.

If a parcel is delivered to a collection point, it is the customer’s responsibility to collect it within the period stated by PostNL or the local delivery partner.

If an order is returned because it was not collected, we will contact the customer to discuss reshipment or cancellation. The actual cost of reshipping the order may be charged.

12. Delivery Delays

Although we do our best to deliver orders within the estimated delivery period, delays may occur.

Possible causes include:

• High order volumes

• Public holidays

• Delays at PostNL

• Delays at an international delivery partner

• Customs procedures

• Severe weather

• Technical disruptions

• Incorrect delivery information

• Circumstances outside our reasonable control

If your Track & Trace information has not been updated for an unusual period, please contact us at info@livena-kids.com.

Please include your full name, order number, and tracking code.

13. Lost Parcels

If you believe your parcel has been lost, please contact us at info@livena-kids.com.

Please provide:

• Your full name

• Your order number

• Your delivery address

• Your Track & Trace code

We will review the delivery information and, where necessary, contact PostNL to start an investigation.

If a parcel is confirmed as lost before delivery and the customer provided the correct delivery information, we will offer an appropriate solution in accordance with the customer’s legal rights.

14. Damaged, Incorrect, or Incomplete Orders

Please inspect your parcel and product as soon as possible after delivery.

If your parcel or product arrives damaged, incorrect, or incomplete, please contact us as soon as reasonably possible at info@livena-kids.com.

Please include:

• Your full name

• Your order number

• A clear description of the issue

• Photos of the outer packaging

• Photos of the inner packaging

• Photos of the damaged or incorrect product

• Photos or a description of any missing parts

Please keep the original packaging until we have reviewed the issue.

Depending on the situation, we may offer:

• Replacement parts

• Repair

• Replacement of the product

• A refund

• Another appropriate solution

Do not assemble or use a damaged, unstable, incomplete, or incorrectly delivered learning tower.

15. Return Address

Before returning a product, please review our Return Policy and follow the applicable return instructions.

Returns must be sent to:

Livena V.O.F.
Udensedreef 8
Schaijk
The Netherlands

Do not send returns to our registered business address at van de Venlaan 11.

Please include your full name and order number inside the parcel so that we can identify and process your return.

We recommend using a tracked shipping service and keeping proof of shipment until the return has been received and processed.

16. Return Shipping Costs

The shipping rates in this policy apply only to the original delivery of an order.

When exercising the statutory right of withdrawal, the customer is responsible for the direct cost of returning the product, unless Livena has expressly agreed otherwise.

Livena will cover or reimburse reasonable return costs where required by law, for example when a product is:

• Faulty

• Damaged before delivery

• Incomplete

• Incorrectly delivered

• Not in conformity with the purchase agreement

For complete return conditions, please review our Return Policy.

17. Risk During Delivery

For consumer orders, Livena remains responsible for the risk of loss or damage until the parcel has been received by the customer or by a third party designated by the customer, other than the shipping carrier.

If a parcel is damaged or lost before delivery, please contact us so that we can investigate the issue and provide an appropriate solution.

18. Packaging

We carefully package our products to reduce the risk of damage during transport.

Please keep all packaging materials away from children and dispose of or recycle them responsibly.

We recommend keeping the original packaging until you have inspected the product and confirmed that the order is complete and undamaged.

19. Changes to This Shipping Policy

We may update this Shipping Policy from time to time, for example when our shipping rates, delivery areas, business processes, or legal obligations change.

The shipping rates and conditions shown during checkout at the time the order is placed apply to that order.

The latest version of this Shipping Policy will always be published on livena-kids.com.

20. Contact

For questions about shipping, delivery, Track & Trace, customs, damaged parcels, or missing parts, please contact us at:

Livena V.O.F.
Email: info@livena-kids.com
Website: livena-kids.com

Please include your order number when contacting us about an existing order.