Question 1

Where do I direct questions, comments or issues?

Accepted Answer

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

Question 2

How do I sign up for your emails?

Accepted Answer

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!

Question 3

How do I unsubscribe from emails?

Accepted Answer

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

Question 4

How do I retrieve my username and password?

Accepted Answer

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

Question 5

Can my baby become a Lovevery representative?

Accepted Answer

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.

Question 6

Where can I buy Lovevery products?

Accepted Answer

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.

Question 7

Is my credit card information secure?

Accepted Answer

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

Question 8

Will I be charged tax?

Accepted Answer

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.

Question 9

Why are the prices different on the US website?

Accepted Answer

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.

Question 10

How do I apply a discount code or coupon?

Accepted Answer

If you have received a discount code, each applicable code may only be redeemed once per customer and must be applied at checkout. Discount codes are not transferable and may not be redeemed for cash. Unless otherwise stated in the terms of use that apply to or accompany the applicable discount code, discount codes may only be used by new subscribers, may not be applied towards the purchase of e-Gift Cards, may only be used for purchases within Europe and the United Kingdom and may be combined with other discounts that are automatically applied at checkout (such as prepay discounts on Play Kit subscriptions or standalone products). US discount codes and coupons do not apply in our EU and UK store. Sharing discount codes on Facebook, Instagram, other social platforms, coupon sites, or any other public forum is strictly prohibited. Lovevery reserves the right to terminate or revoke a discount code at any time and for any reason. If you have any questions regarding applying a discount, please contact us here.

Question 11

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

Accepted Answer

Sometimes the order confirmations get sent to your ‘Spam’ folder. 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.

Question 12

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

Accepted Answer

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.

Question 13

How do I check my order status?

Accepted Answer

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!

Question 14

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

Accepted Answer

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

Question 15

When will my order arrive?

Accepted Answer

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.

Question 16

How do I cancel an order?

Accepted Answer

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.

Question 17

How do I return or exchange my product?

Accepted Answer

We want you to be totally satisfied with your Lovevery product. You have 30 days after delivery to notify us that you would like to return a product. Within 30 days after our receipt of this notice, the product must be returned to us unaltered. 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 customers located in the European Union, the United Kingdom and Switzerland.

Question 18

How much is shipping?

Accepted Answer

Ground shipping for all orders over €60/£60 to Austria, Belgium, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain, and the United Kingdom is free. For orders under €60/£60, shipping costs of €5,95 apply in the EU and £3,95 in the United Kingdom. For all other EU markets, shipping for all items is calculated as a fee based on the purchase price. Different shipping rates apply for the Playshelf.

Question 19

Where do you ship from?

Accepted Answer

Our shipping facility is located in the Netherlands.

Question 20

What is carbon neutral shipping?

Accepted Answer

In an 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.

Question 21

Who are the experts who designed your products?

Accepted Answer

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

Question 22

Are Lovevery products safe for my baby?

Accepted Answer

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.

Question 23

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

Accepted Answer

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. 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.

Question 24

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

Accepted Answer

You can watch our Play Gym assembly videos here.

Question 25

How do I store the Play Gym?

Accepted Answer

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.

Question 26

How do I clean the Play Gym?

Accepted Answer

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.

Question 27

How should I clean the blocks from the Block set?

Accepted Answer

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

Question 28

I lost one of my child’s playthings. Can you help?

Accepted Answer

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.

Question 29

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

Accepted Answer

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.

Question 30

Will my subscription automatically be extended now that the 3YO Play Kits are available in EU/UK?

Accepted Answer

If you have received the Free Spirit on or after July 17th 2022, your Play Kit Subscription will automatically continue and you will receive an email about your next Play Kit shortly. If you received the last Play Kit (The Free Spirit) in your subscription before July 17th 2022, you will need to reactivate your subscription by logging into your account, or simply reach out to our Customer Experience Team.

Question 31

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

Accepted Answer

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.

Question 32

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

Accepted Answer

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.

Question 33

When should I introduce each of the playthings?

Accepted Answer

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!

Question 34

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

Accepted Answer

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

Question 35

Do you offer assembly service for the Playshelf?

Accepted Answer

A detailed assembly guide is delivered with the Playshelf. We recommend downloading the Bilt app for guided intelligent, 3D assembly instructions. If you need any additional support or have any questions about the Playshelf instructions, please reach out to our Customer Experience Team.

Question 36

How much is shipping for the Playshelf?

Accepted Answer

Shipping costs for the Playshelf are (i) €25 if shipped to Austria, Belgium, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal or Spain, (ii) €60 if shipped to any other EU country or from Switzerland, (iii) £25 if shipped to the United Kingdom.

Question 37

How do I return the Playshelf?

Accepted Answer

If for any reason you are not satisfied with your Playshelf, you have the right to withdraw the purchase during a 14-day reflection period. You must return the product within 14 days from the date on which you inform us that you are exercising your right of withdrawal. Return shipping will be discounted from your refund in the amount of (i) €25 if shipped from Austria, Belgium, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal and Spain, (ii) €60 if shipped from any other EU country, (iii) £25 if shipped from the United Kingdom. If reasonably possible, we ask that the Playshelf be unassembled, in its original condition and packaging. If you need to return the Playshelf, please contact our Customer Experience Team. We will gladly help you with your request.

Question 38

Can I purchase additional wooden trays and storage bins?

Accepted Answer

The wooden trays and storage bins are currently not available for individual sale.

Question 39

Is the Playshelf only intended for Play Kits or also for other (Lovevery) items?

Accepted Answer

The Playshelf fits up to 6 Lovevery Play Kits and is perfect for any other play items you want to store and/or use for toy rotation.

Question 40

How long should the intervals between toy rotation be?

Accepted Answer

Great question! We advise to rotate toys no more than once a week, and potentially every few weeks. To learn more about toy rotation, please have a look here: Rotating toys the Montessori way

Question 41

What if I am not home at the time of delivery?

Accepted Answer

The Playshelf will be delivered by UPS. You will receive an email with a time indication before the delivery. If you have any questions about the delivery, please contact our Customer Experience Team.

Question 42

Can I buy an e-gift card?

Accepted Answer

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.

Question 43

How do I use an e-Gift Card?

Accepted Answer

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!

Question 44

Can I add Lovevery products to an existing registry?

Accepted Answer

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

Question 45

Do you offer gift wrapping and notes?

Accepted Answer

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.

Question 46

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?

Accepted Answer

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.

Question 47

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

Accepted Answer

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.

Question 48

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

Accepted Answer

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.

Question 49

How does the Play Kit subscription work?

Accepted Answer

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!

Question 50

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

Accepted Answer

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.

Question 51

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

Accepted Answer

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.

Question 52

What is the difference between Baby and Toddler Play Kits?

Accepted Answer

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 13-48 months old and are shipped every quarter (every 3 months). There are 12 Toddler Play Kits in total.

Question 53

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

Accepted Answer

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.

Question 54

Can I purchase just one Play Kit or plaything by itself?

Accepted Answer

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.

Question 55

Do I have to return the Play Kits after I receive the new Play Kit?

Accepted Answer

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.

Question 56

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

Accepted Answer

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.

Question 57

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

Accepted Answer

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.

Question 58

How do I skip a Play Kit in my subscription?

Accepted Answer

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.

Question 59

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

Accepted Answer

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

Question 60

How do I change my address on my subscription?

Accepted Answer

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.

Question 61

When will my Play Kits ship? Can I change my delivery schedule?

Accepted Answer

Your Play Kit will ship on a delivery schedule based on the birthdate entered at the time you subscribe. You can always adjust your delivery schedule by going to your customer account.

Question 62

Why is my next Play Kit shipping so soon?

Accepted Answer

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.

Question 63

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

Accepted Answer

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.

Question 64

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

Accepted Answer

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.

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Frequently Asked Questions

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Orders, Shipping and Returns

Product Questions

The Playshelf

Gifting and Registry

Play Kit Subscription Program

Shipment and Delivery

Play Kits Payment and Cancellation Policy

The Book Bundles

Referral Programme

How to set up your Play Gym

Adding your Play Space Cover

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