Help Page

Our guarantee

We're committed to creating learning products that are safe, beautiful and meaningful for your children. Designed by child development experts, our play products are distilled to their simplest, purest purpose: to be exactly what children need at each stage.

Your satisfaction is of the utmost importance to us at Lovevery. Please contact us with any questions or concerns.

Frequently Asked Questions

My Account

Where do I direct questions, comments or issues?

Reach out to us anytime here. Our business hours are Monday through Friday, 9 am to 5 pm CET.

How do I sign up for your email?

Subscribe to our mailing list below and be the first to get updates on products and offers, as well as tips for parents. You can also follow us on Facebook and Instagram for additional information on parenting and early childhood education.And we love posting adorable pictures of our littlest fans!

How do I unsubscribe from emails?

You’ll find an unsubscribe link located at the bottom of your emails. Reach out to us here for further assistance.

How do I retrieve my username and password?

Your username is your email address, and your password can be reset here.

Can my baby become a Lovevery representative?

Follow us on social media to stay up-to-date on all casting calls. We’re always looking for photos of children playing with Lovevery products: tag @lovevery.europe on Facebook and Instagram.

 

Orders, Shipping and Returns

Where can I buy Lovevery products?

Lovevery products are only available online and can be purchased from our website. We also have several products available on Amazon for purchase or to add to your Amazon baby registry or wish list.

Is my credit card information secure?

All personal and financial Information is collected over a secure SSL communication channel with encryption. We are committed to protecting your privacy!

Will I be charged tax?

VAT taxes are included in the prices for our products. If you live in Norway or Switzerland, you do not have to pay any import costs. The shipping costs are calculated in the final steps of the checkout process and cover shipping, local VAT and import duties. Questions? Please reach out to us here.

Why are the prices different on the US website?

The prices listed on the US website are different because products sold in Europe and the United Kingdom are subject to VAT and import duties. The EU and UK websites show the prices including all taxes and import duties whereas the US website adds sales taxes in the final steps of the checkout process.

How do I apply a discount code?

On occasions where a discount code is available, each code may be redeemed once per customer and must be applied at checkout. Discount codes are not transferable and are not redeemable for cash. Only one discount code can be applied at checkout but the offer can be combined with other automatic discounts, such as prepay discounts on kit subscriptions. Purchases of e-gift cards are exempt from receiving the additional value of the discount. Lovevery reserves the right to discontinue a discount code at any time. US discount codes and coupons do not apply in our EU and UK store. If your discount code does not work, or if you have any questions regarding applying a discount, contact us here.

I did not receive an order confirmation, what should I do ?

Sometimes the order confirmations get sent to your ‘Spam’ box. If this is not the case, please reach out to us here and a member of our Customer Experience Team will be in touch with you as soon as possible.

I accidentally ordered my product in the wrong language, can I still change it? 

As long as the order has not shipped, we might be able to change your order. Please contact our Customer Experience Team here and we’ll do everything we can to accommodate your request. If your order has already been shipped, we can simply send you the Play Guide or other material in the desired language.

How do I check my order status?

After you submit your order, you’ll receive an email with your order confirmation. Once your order ships, you’ll receive another email with tracking information. If you need further assistance, contact us here. We can’t wait for you to enjoy your products from Lovevery!

My tracking number does not work, can you please help me?

Absolutely! Please reach out to us here and provide us with your order number. Our Customer Experience Team is happy to help.

When will my order arrive?

Orders placed before 4 pm CET will be shipped the same business day and orders placed after 4 pm CET on Fridays will be shipped the following Monday. The delivery time depends on the destination country and will be shown in the last step of the checkout process.

How do I cancel an order?

As long as the order has not shipped, you can change or cancel your order by contacting us. We’ll do everything we can to accommodate your request. If your order has been shipped, you can refuse the order upon delivery or simply return the order to us within 30 days after delivery. 

How do I return my or exchange my product?

We want you to be totally satisfied with your Lovevery product. Returns are accepted within 30 days of delivery, and must be in its original packaging. Please reach out to us here with your name, order number and reason for return, and we will issue you a prepaid return label. Return shipping is free of charge for all EU and UK countries we ship to.

How much is shipping?

Ground shipping to Austria, Belgium, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain, and the United Kingdom is free. For all other EU markets, shipping is calculated as a fee based on the purchase price.

Where do you ship from?

Our shipping facility is located in the Netherlands.

What is carbon neutral shipping?

In effort to reduce our carbon footprint and minimize our impact on the environment, all Lovevery items ship carbon neutral. We invest in carbon reduction projects to offset any carbon we emit when shipping to you. We partner with organizations that reduce our environmental impact and support projects that are actively reducing, absorbing or preventing carbon and other emissions from entering the atmosphere.

 

Product Questions

Who are the experts who designed your products?

We consult with child development professionals from many backgrounds and fields of expertise.

Are Lovevery products safe for my baby?

All materials in our products are tested to, and comply with, global toy safety standards. Our third-party lab tests include testing for each coating and material in our products for dangerous chemicals, heavy metals, and phthalates. All of our products are compliant with European Union testing regulations, and all carry the CE Marking.

Where are Lovevery products made?

Our products are designed and expertly curated in Boise, Idaho and manufactured in Ningbo, China. The facility where we manufacture, assemble, and quality-check our products is one of the largest producers of sustainably-harvested wood toys and organic cotton dolls in the world. We are proud to partner with a company that shares our core values: Commitment to ecologically-sustainable and ethical production, and safe working conditions. Our products go through final inspection at our European warehouse before being shipped to our customers.

From what age can I use start using the Play Gym?

The Play Gym is designed for babies from 0-12 months of age, but we see many older babies and toddlers enjoying it, too! Babies 12-18 months of age especially enjoy the Play Gym with the Play Space Cover added.

For what age is the Block Set designed for?

Created with the future in mind, The Block Set, is designed for children ages 18 to 48+ months. Your child will surely enjoy playing with the versatile Block Set long after.

Where can I find assembly instructions for the Play Gym and the Play Space Cover?

Watch our assembly videos here.

How do I store the Play Gym?

The legs disconnect from the connector in seconds and can be laid inside the mat and rolled up for storage. For long-term storage, we recommend saving the box.

How do I clean the Play Gym?

To clean the Activity Mat, Organic Cotton Teething Ring, and Montessori Ball: Remove any cards from the Learn to Focus Zone and close each of the three corner attachment straps to form a circle (this prevents snagging). Prior to washing, close the attachment loops on all 3 corners. Teething Ring preparation: Untie the Crinkle Teether fabric from the ring. Machine wash the fabric items using cold water and gentle cycle. We recommend that all fabric items be air dried. Wipe the wood and plastic parts with a damp cloth and non-abrasive cleaner, as needed. Check regularly to ensure all attachment straps and plastic connection points are secure.

How should I clean the blocks from the Block set?

We advise to clean the blocks by wiping them with a damp cloth and non-abrasive cleaner as needed.

I lost one of my child's Playthings. Can you help?

Yes! We are happy to help you order a replacement plaything if something gets lost or chewed up by a furry friend (it happens!). Contact us and we'd be happy to help.

I have twins, is the Play Gym big enough for two babies?

The dimensions of the Play Gym are 78x28x10 (cm). Depending on the babies age and size, the babies should be able to enjoy the Play Gym together for the first few months.

 

Gifting and Registry

Can I buy an e-gift card?

We currently do not offer e-gift cards for purchase. All e-gift cards that were purchased in the past will remain valid and can be used in our Lovevery EU and UK website. US gift cards are not valid in our EU and UK store and can not be exchanged for EU and/or UK gift cards. If your gift card does not work, or if you have any questions regarding using a gift card, please email us here.

How do I use an e-gift Card?

Enter in the code at time of checkout. Any remaining funds can be used for a separate purchase. If you are trying to use multiple gift cards, please contact us and we’ll take care of you!

Can I add Lovevery products to an existing registry?

Yes! The Play Gym and The Block Set are available on Amazon and may be added to your Amazon baby registry or wish list.

Do you offer gift wrapping and notes?

We currently do not offer gift wrapping and gift notes. Of course you can gift all Lovevery products, simply enter the recipient’s address details as the shipping address and enter your own address as the billing address. If you need any help, please reach out to us here.

I have an e-gift card for the UK shop but I live in the EU. Can I exchange it for an EU e-gift card?

Absolutely! Please reach out to our Customer Experience Team here and provide us with the e-gift card code. We will make sure you can use your e-gift card in the preferred shop and purchase your Lovevery products.

I ordered one of your products as a gift for a friend, can you please make sure there is no invoice in the box?

We do not send an invoice with the package. You will receive a payment confirmation to the email address that you placed the order with. Please also make sure to add your own address details as the billing address.

I have a gift card, do I need to pay for the subscription upfront if I want to use my gift card?

You can use the gift card to benefit from the prepay option, or you can simply use your gift card for your ongoing Play Kit subscription. Any remaining balance on the gift card can be used for the next Play Kit payment.

 

Play Kit Subscription Program

How does The Play Kit subscription work?

The Play Kit subscription program delivers stage-based play products directly to your door every 2 to 3 months, depending on the child’s stage of development. We’ve done the research to develop products that are right for your child’s development stage by stage, accompanied by an in-depth Play Guide that helps you learn right alongside your baby. The products and information in each Play Kit were informed by published research in the field of child development and reviewed by child development specialists from multiple disciplines. And best of all, you get to keep every one of the Playthings!

How do you determine which kits are right for my child?

The recommended Play Kit is based on your child’s birth date and when he or she will grow into the next micro-stage of development.

My baby was born prematurely and/or has a different developmental timeline. What date should I enter?

You may find it most relevant to use baby's due date/adjusted birth date, rather than birth date, to adjust the recommendation appropriately. We recommend basing their Play Kits subscription on their 40 week due date or adjusted birth date. Once you have subscribed, if you find your little one is ready to tackle the next Play Kit early or needs a little more time with a Play Kit, you will be able to make adjustments to your shipping schedule within your Lovevery account. For more specific guidance, please contact us.

What is the difference between Baby and Toddler Play Kits?

Baby Play Kits are designed for baby’s first 12 months of life: (0 to 12 Weeks), and Months 3-4, 5-6, 7-8, 9-10 and 11-12. There are 6 total Baby Play Kits. Toddler Play Kits are designed for toddlers 13-36 months old and are shipped every quarter (every 3 months). There are 8 Toddler Play Kits in total.

Can I buy previous kits that are not in my Play Kit subscription plan?

If you have an active Play Kit subscription and you want to purchase a previous Play Kit, please reach out to our Customer Experience team here and we will do everything we can to accommodate your request.

Can I purchase just one Play Kit item by itself?

We do not sell any Play Kit items on its own. We have crafted each kit to be developmentally appropriate for each age group and as a whole, each kit has even more value than the Playthings do independently.

Can I return the Play Kits after I received the new Play Kit?

The Play Kits are yours to keep! All of our products are made to last so that future generations can still enjoy our timeless products.

I have children of different ages, how many Play Kit subscriptions should I order?

The Play Kit recommendation is based on your child's birth date and when he or she will grow into the next development stage. Each Play Kit is therefore tailored to the age and development stage of your child. If you would like both of your children to have the Play Kit subscription, we suggest you sign up for two subscriptions, each for the specific ages of your children. You could then cancel one of the subscriptions as soon as your younger child reaches the age of your older child, at the start date of the subscription.

I am moving from the US to Europe, can I transfer my subscription to Europe?

US subscriptions can not be transferred to our EU store, please contact us here and our Customer Experience team will help you to set up your EU subscription.

Can I skip a Play Kit in my subscription?

Absolutely, you have the option to skip a Play Kit and update your delivery schedule at any time. If you have a Pay-as-you-Go subscription, simply log in to your Lovevery customer account and go to ‘manage my subscription’. You can find the next Play Kit in your subscription plan and the option to ‘Skip Play Kit’. When skipping a Play Kit, you will receive the first upcoming Play Kit after the skipped kit. If you have a pre-paid bundle subscription, please contact our Customer Experience team here and we will help you to skip the Play Kit and update your schedule.

I am going away for a few months, can I receive my Play Kits earlier than scheduled?

No problem, you can access and manage your delivery schedule at any time in your Lovevery account.

Shipment and Delivery

How do I change my address on my subscription?

Please note that if you have an existing subscription, you will need to change the address associated to the subscription, not just your customer account address. If you need assistance, please contact us.

When will my Play Kit ship?

Your Play Kit will ship on a delivery schedule based on the date entered at the time you subscribe.

Can I change my delivery schedule?

You can always adjust your delivery schedule by going to your customer account.

Why is my next Play Kit shipping so soon?

It can happen that the first 2 Play Kits ship closely together when a baby has almost aged into the next Play Kit at the time the subscription is started. This is a result of stage-based recommendations. We want your Play Kits experience to be fun, not stressful, so please contact us if you need any assistance with your delivery schedule.

I was gifted a Play Kit. When will my next one ship?

That depends on your gift, you may receive one or multiple Play Kits as a gift. You will receive an email from Lovevery that includes a delivery schedule for the gift.

Why do Baby Play Kits ship every 2 months and Toddler Play Kits every 3 months?

Great question. Science tells us that after a child’s first year, his or her developmental path broadens considerably. We’ve packed more Playthings into each Toddler Play Kit to keep your little one busy and engaged for 3 full months, versus the 2-month periods of each Baby Play Kit. Breaking down the cost, the essential monthly price remains the same.

Product questions

When will the 36+ month/3 year old Play Kits be available in the EU and the UK?

We currently have the 0-36 month Play Kits available in Europe and the UK. We do not have a launch date for the 3 year old kits at this time. Naturally we will announce all updates on our website, newsletter and social media channels once we know more!

We have a multilingual home, can I order the Play Guides and the books in multiple languages?

Absolutely! Please find an overview of the materials and the available languages here.

English
Parent Play Guide (0-36 months)
Baby Books (0-12 months)
Toddler Books (12+ months)

Dutch
Parent Play Guide (0-36 months)

German
Parent Play Guide (0-36 months)
Toddler Books (12+ months)

French (coming in September)
Parent Play Guide (0-36 months)
Toddler Books (12+ months)

Spanish (coming in September)
Parent Play Guide (0-36 months)
Toddler Books (12+ months)

Please reach out to our Customer Experience Team here if you would like to purchase an additional Play Guides and books in another language.

Can I buy the prior versions of the Play Kits or the new items in the updated kits separately?

We make sure to provide you with the most updated items and Play Kits. All adjustments and updates we make to our Play Kits products are based on customer feedback and we believe the latest version is always the one your little one will benefit even more from.

Are the Playthings only good for the months indicated on the box?

While the Playthings are designed for a specific micro-developmental period, your little one will likely enjoy them long after that period has passed. We see many children that enjoy playing with the items from previous kits for months or even years after.

When should I introduce each of the Playthings?

Each Play Guide comes with a recommended timeline that orders the Playthings by complexity. However, each baby is different, and we encourage parents to introduce the Playthings one at a time on multiple occasions.Your baby’s favourite toy can change from one day to the next!

I lost an item of one of my Play Kits, can I get a replacement?

Absolutely! You can purchase individual play things to complete your Play Kit. Simply contact our Customer Experience team here.

How are The Play Kits different from The Play Gym? Is there overlap?

The Baby Play Kits and Play Gym complement each other, with very little overlap. Both are stage-based to promote baby's brain development. The Play Gym offers a whole year of play for foundational brain development, while the Baby Play Kits target two-month blocks of development for deeper focus. There are some important concepts (like the use of black and white high-contrast images) that are highlighted in both the Gym and in the first Play Kit in particular, but in different ways (so a rattle, a special first book, etc.). Furthermore, we know that many of our parents like to have Playthings specifically for use with the Play Gym as opposed to a set to put in the diaper bag, take to grandma's house, etc. But we know that every baby plays differently and that needs differ depending on lifestyle

In what languages are the Play Kits available in?

As Lovevery grows, we support your preferred language in our product offerings wherever possible. Please see the language overview below to see which products are currently available in your family’s language.

English
Parent Play Guide (0-36 months)
Baby Books (0-12 months)
Toddler Books (12+ months)

Dutch
Parent Play Guide (0-36 months)

German
Parent Play Guide (0-36 months)
Toddler Books (12+ months)

French 
(coming in September)
Parent Play Guide (0-36 months)
Toddler Books (12+ months)

Spanish (coming in September)
Parent Play Guide (0-36 months)
Toddler Books (12+ months)

For details about which products are currently available in our Play Kits. Regardless, of the language you choose, every Play Kit comes with the same items. If we do not have a particular item in the language you pick, we will ship you that item in English.

Play Kits Payment and Cancellation Policy

When do you charge my credit card?

Pay-as-you-go subscriptions will charge your card when each Play Kit ships. Paid upfront subscriptions will only be charged one time, when the first Play Kit ships and following the paid upfront period will be charged when each Play Kit ships.

How long does a subscription last?

Subscriptions last until we no longer offer products for your child’s age, or until you cancel. Paid upfront subscriptions are auto-renewed on a pay-as-you-go plan unless you cancel or elect to pay upfront again.

Can I order pay upfront and receive all the Play Kits for 1 year at once?

This is not an option we currently offer. If you have a non-standard request, please get in touch with us here.

How do I cancel my Play Kit subscription?

We work hard to provide the best experience possible and the best products for every age; however, you may cancel your subscription at any given time through the Account page on the Website. You can update your preferences in your Account on the website. The Play Kits can be returned up to 30 days after you received the shipment. For a detailed overview please refer to our cancellation policy here, or contact our Customer Experience team. We are happy to answer any question.

Will my subscription automatically renew?

Yes, your Play Kit subscription will automatically renew until you either cancel your subscription or until Lovevery no longer offers products for your child’s age. If you want to cancel your subscription, you can do so at any given time by updating your Account settings or by contacting us here. If you forgot to cancel your subscription and you have received the new Play Kit, you can return it up to 30 days after you received the kit.

I bought a pre-paid bundle, can I still cancel my Play Kit subscription?

If you paid upfront for your bundle subscription and decide to it’s not the right fit, you will be refunded the purchase price of the Play Kits that you have not yet received and will forfeit any prepaid discount.

How do I manage or cancel my subscription?

If you’ve subscribed with our pay-as-you-go option, please log into your customer account and click on Subscriptions. You’ll see when your next Play Kit is scheduled to ship and can also cancel your Play Kits subscription. You are able to stop shipment up to 3 days before ship date using this functionality. If you’ve paid upfront for your subscription, please log into your customer account and click on Subscriptions. You will see when your next Play Kit is scheduled to ship and can also cancel your Play Kits subscription. You will be refunded the purchase price of the Play Kits that you have not yet received and will forfeit any prepaid discount. If you have any trouble logging in to your account, please contact us here.

I canceled my Play Kits subscription. Can I restart it?

We’d love to have you back! You can simply log in to your Lovevery customer account and reactivate your subscription. You can also send us a message and we’ll have you up and running in no time.

What payment methods do you offer?

We offer the following payment methods:

credit/debit card
Apple Pay
Google Pay
iDEAL - Coming soon
SOFORT - Coming soon
Bancontact - Coming soon

How to set up your Play Gym

Adding your Play Space Cover

Need to make a return?

We want you to be happy with your purchase. If for any reason you’re not satisfied with your Lovevery product, email us at https://loveveryeurope.zendesk.com/hc/en-us/requests/new.

Include in your email: your name, order number and reason for return or exchange within 30 days of purchase. Please keep all original packaging, return shipping is free.