Veelgestelde vragen
To order
What payment options are there?
On LovyPet.nl you can pay with both iDEAL and credit card.
LovyPet works together with payment partner Mollie. You may find this name on your bank statement.
Do I pay delivery costs?
At LovyPet you pay no delivery costs.
How can I change my order?
To change your order, please contact our customer service at info@lovypet.nl with your order number, name and address. We will then see what is possible for you.
Can i cancel my order?
Yes, that's possible. Please contact us as soon as possible via info@lovypet.nl with your order number, name and address. We will then arrange the cancellation.
Deliver
When do I receive my order?
PostNL / DHL delivery
• Ordered today before 10:00 PM, shipped today.
• Ordered on Saturday or Sunday? Then you will receive your order on Tuesday.
• Follow your order via a track & trace code. You will receive this as soon as the package leaves our warehouse.
NB! Due to the crowds at PostNL, it may take a little longer before you receive the package.
Can I pick up the product in the store?
No, unfortunately we do not have a physical store yet.
Do you also deliver in Belgium?
Yes, we also deliver in Belgium! The same conditions apply to delivery and returns in Belgium as in the Netherlands (see above).
*Delivery times for Belgium are longer than those for the Netherlands *
My order has not been delivered, what now?
How annoying that your order was not delivered. We would like to take a look with you:
Track & trace
You have received a track & trace code from us in your mailbox. Check whether the delivery service has adjusted the time slot indication.
'We missed you'
Sometimes we unfortunately missed you or you may not have heard the bell. Check your mailbox to see if there is a note from the delivery service. Then your package was probably delivered to your neighbors or to a collection location.
Delivery address
Check your delivery address and zip code, perhaps a mistake has been made. You can find this information on your order confirmation and in your track & trace code.
Didn't find your package? Please contact our customer service and we will find a solution as quickly as possible!
Returns
How can I return?
Are you not satisfied with your purchase? You can submit a return request within 30 days. Complete the form on this page and we will process your return request within two working days.
We provide a return label with which you can deliver your package to a PostNL point or give it to a parcel deliverer (note: giving it to a deliverer is not possible in Belgium).
Can I return an item to the store?
No, unfortunately we do not have a physical store yet.
Do I pay shipping costs for my return?
LovyPet will cover the costs for forwarding. We try to keep returns to a minimum: it costs money and is not sustainable. But of course it can always happen. That is why we ask customers for a small contribution to the costs of return shipping, this comes down to €6.95 per package . For example, does your order consist of two boxes? Then we charge 2x €6.95 shipping costs.
How long will it take for my payment to be refunded?
Once you have submitted a return request, we will get to work for you as soon as possible. You will receive the owed amount from us within 14 days on the account number with which you made your payment.
Guarantee
How many years of warranty does my product have?
LovyPet offers products of the highest quality. This means that the chance of a defect is minimal. Nevertheless, an incidental defect can always occur with a product. You have a 2-year warranty on manufacturing and material quality. On this page you will find all information about warranty terms and conditions.
How much consideration time do I have?
Legally, you have a 14-day cooling-off period. At LovyPet we give you some extra time to think about your purchase, namely 30 days.
I have received a defective product. What now?
What a shame that your ordered product was delivered broken. Complete the form on this page and we will solve the problem for you as quickly as possible.