{"id":107459,"date":"2024-03-18T07:56:15","date_gmt":"2024-03-18T06:56:15","guid":{"rendered":"https:\/\/www.livebetter.eu\/?page_id=107459"},"modified":"2025-11-27T11:04:39","modified_gmt":"2025-11-27T10:04:39","slug":"faq","status":"publish","type":"page","link":"https:\/\/staging2.livebetter.eu\/en\/faq\/","title":{"rendered":"Faq"},"content":{"rendered":"

On this page you can find answers to 99%
\nOf the normal issues<\/p>\n<\/div><\/div><\/div><\/div><\/div>

ORDER ENTRY PROBLEMS<\/h2><\/div>

<\/i><\/i><\/span>I can't access my restricted area<\/span><\/a><\/h3><\/div>
\n

If you have placed orders before, registration is automatic, so you have an account. If you can't remember your password, you can request a link to reset it here<\/a>:
\nIf, on the other hand, you have never registered, complete the order and your account will automatically be generated. If you have trouble with order entry, check out this tutorial<\/a>.<\/p>\n

Being subscribed to the newsletter does not imply that you are already registered to the site.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>I don't remember the password<\/span><\/a><\/h3><\/div>
You can reset it by clicking here<\/a><\/div><\/div><\/div>

<\/i><\/i><\/span>I can't make the order<\/span><\/a><\/h3><\/div>
\n

Check this out tutorial<\/a>, shows you how to do it.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>Can I change the order?<\/span><\/a><\/h3><\/div>
No unfortunately at this time our systems do not allow you to change orders. We are sorry<\/div><\/div><\/div>

<\/i><\/i><\/span>Do you have a store or can I place an order through you?<\/span><\/a><\/h3><\/div>
No, we do not have a store. The only way to place an order is online.<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

DISCOUNT CODES AND PROMOTIONS<\/h2><\/div>

<\/i><\/i><\/span>Can the discount codes be combined?<\/span><\/a><\/h3><\/div>
No, the discount codes are not cumulative<\/div><\/div><\/div>

<\/i><\/i><\/span>Can I use the coupon with other discounts?<\/span><\/a><\/h3><\/div>
\n

If you have received a value voucher from our customer service department, you can use it with the code of the current promotion. First enter one code, press apply and wait for the page to refresh. Then enter the second code and press apply one more time.
\nCoupons issued by Live Better customer service can also be used on products already discounted on the site.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>Can promo discount codes be used more than once?<\/span><\/a><\/h3><\/div>
Yes, during the validity period of the promo, they can be used multiple times.<\/div><\/div><\/div>

<\/i><\/i><\/span>I forgot to enter the discount can I do anything?<\/span><\/a><\/h3><\/div>
Let us know by replying to the order confirmation email.
\nWe will send you a voucher equal to the difference, which you can use on your next order.<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

PAYMENTS<\/h2><\/div>

<\/i><\/i><\/span>What payment methods do you accept?<\/span><\/a><\/h3><\/div>
\n

Credit card
\nPayPal - also possible pay in 3 installments
\nTransfer
\nScalapay - Pay in 3 or 4 installments
\nCash on delivery (additional cost of \u20ac6.5)<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>Can you pay on delivery?<\/span><\/a><\/h3><\/div>
Yes you can pay on delivery, but it costs \u20ac6.5<\/div><\/div><\/div>

<\/i><\/i><\/span>How long to pay by bank transfer<\/span><\/a><\/h3><\/div>
Your order will be cancelled after 15 days<\/div><\/div><\/div>

<\/i><\/i><\/span>Can I send the accountant?<\/span><\/a><\/h3><\/div>
No, this is unnecessary. Before your order can be shipped, our administration must view the bank transfer.<\/div><\/div><\/div>

<\/i><\/i><\/span>I have problems with payment<\/span><\/a><\/h3><\/div>
We recommend that you first try to check that you have entered the data corectly, 9 times out of 10 that is the problem. In case of problems with your credit card, you can consult your banking institution.<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

SHIPPING AND DELIVERY<\/h2><\/div>

<\/i><\/i><\/span>Can I have my order delivered to a locker?<\/span><\/a><\/h3><\/div>
\n

Yes, we can ship your order to a locker or a pickup point.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>Shipping costs<\/span><\/a><\/h3><\/div>
\n

Shipping costs are \u20ac5.5 including VAT. For orders over 65 \u20ac including VAT and net of discounts shipping is free. Valid only for shipping within Italy.<\/span><\/p>\n

We also ship abroad. Shipping costs are calculated at checkout once you enter the destination country.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>Delivery time<\/span><\/a><\/h3><\/div>
\n

If the order is placed by 2:00 pm and paid by credit card, PayPal, or cash on delivery, it is handed over to the courier the same day.\nOnce your order is shipped, you will receive an email with the tracking number to follow the delivery. The email will be sent from info@livebetter.eu\n. If you do not see it, please check your spam or promotions folder.<\/p>\n

In most cases our shipments are delivered in 24\/48 hours. Islands and Calabria require 3\/4 days.<\/p>\n

During November and December, delivery times may be longer.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>Where is my package?<\/span><\/a><\/h3><\/div>
\n

We sent you an email with the tracking of your package. If you didn't receive it also look for it in your spam or promotions folder, it comes from info@livebetter.eu. You can also find the tracking in your private area by clicking on the ORDER TRACKING button on the related to the order you are looking for.<\/p>\n

In case your shipment has problems please contact us by replying to the order confirmation email and we will help you solve the problems.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>I didn't receive the email with the tracking, how come?<\/span><\/a><\/h3><\/div>
\n

The email with the tracking arrives once the package has left our warehouse from our email info@livebetter.eu. Also check the \"spam\" or \"promotions\" folder of your inbox. You can also find the tracking in your private area, in the \"orders\" section.<\/span><\/p>\n

If the tracking is not there it means your order has not yet left, we usually ship the day after your order: Shipments are not made on Saturday or Sunday.<\/p>\n

From mid-November until Christmas, order shipping times get longer: it can take up to 4\/5 days for the order to be shipped. Please be patient shipping volumes during this period are 10 times higher than normal, so the timeframe gets longer. Delivery times during this period also get longer for the same reason<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>I entered the wrong address<\/span><\/a><\/h3><\/div>
\n

As soon as you realize this, please reply to the order confirmation email indicating the correct address, we will correct it.<\/span><\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>How many steps does the courier make?<\/span><\/a><\/h3><\/div>
The courier makes two passes. Sometimes it writes \"recipient absent\" even though it did not pass. We have reported it hundreds of times but unfortunately they keep doing it....<\/div><\/div><\/div>

<\/i><\/i><\/span>Can it be picked up at the Live Better location?<\/span><\/a><\/h3><\/div>
No, we only have offices in Biassono, the products are in an external logistics.<\/div><\/div><\/div>

<\/i><\/i><\/span>Do you also ship abroad?<\/span><\/a><\/h3><\/div>
\n

We also ship abroad: Austria, Belgium, Finland, France, Germany, Ireland, Luxembourg, Netherlands, Portugal, Spain, Sweden, and Switzerland<\/span><\/p>\n

The shipping cost for the individual country is calculated when you enter the country to ship to in the order. If the price does not come out, it means that we do not ship to that country. In case of shipping outside the Italian territory, shipping costs vary, generally between 12 and 35 \u20ac.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

RETURNS<\/h2><\/div>

<\/i><\/i><\/span>How to make a return<\/span><\/a><\/h3><\/div>
\n

All products purchased enjoy the right of withdrawal within 14 days from the date of purchase, as provided in Article 52 et seq. of the Consumer Code (Legislative Decree 206\/2005), without penalty and without specifying the reason. <\/span><\/p>\n

You will simply email us at ordini@livebetter.eu specifying your order number CHK-XXXXX and which products you wish to return.
\n- Purchased products may be returned, as long as they are undamaged and sealed in their original packaging (so they have not been opened).
\n- The cost of shipping to return the goods is the responsibility of the customer. We can arrange for the product to be picked up by our courier, in which case the cost will be borne by the customer and will be deducted from the refund amount.<\/p>\n

When we receive the package, we will check the condition of the return (undamaged and sealed product) and if consonant we will proceed to refund the amount paid for the returned goods<\/p>\n

Any shipping charges paid by the customer at the time of order will not be refunded<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

PRODUCTS<\/h2><\/div>

<\/i><\/i><\/span>Can I know the expiration date of the product I am buying?<\/span><\/a><\/h3><\/div>
\n

Yes. On the product page you will find the TMC of the batch you are purchasing, next to the wording \u201cbest before\u201d.
\nIMPORTANT: the date shown on non-fresh products is not an expiration date but the TMC (Minimum Shelf Life). The TMC is not a deadline, products remain perfectly safe to consume even after this date.<\/p>\n

To learn more about the difference between expiration date and TMC, read this this insight<\/a><\/strong>.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>Are all your products organic? <\/span><\/a><\/h3><\/div>
\n

Most of them are. Products that are not certified organic are those in which one or more ingredients do not exist in an organic version, collagen for example.
\nImportant: if a product contains even one non-organic ingredient, it cannot be certified organic. In these cases, we still use all the organic ingredients that are available on the market. Simply put, if an ingredient exists in an organic version, we use it.<\/p>\n

Curiosity: organic collagen does not exist. In Europe, the ion-exchange resins used in the collagen hydrolysis process are not allowed for organic certification. The same applies to stevia, which is also produced using these resins, this is why organic stevia does not exist in Europe. In the United States, however, stevia produced with ion-exchange resins can be certified organic. If a product certified organic in the US, containing this stevia, is imported into Europe, it can still be sold as organic in Europe. A legislative contradiction.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>Are all your products ketogenic?<\/span><\/a><\/h3><\/div>
\n

No, not all of our products are ketogenic. On this page<\/a><\/strong> select the CHETOGENIC filter to see which ones are suitable for the keto diet.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>Are all your products gluten-free and lactose-free?<\/span><\/a><\/h3><\/div>
\n

All of our products are gluten-free.\n99% are also lactose-free. To see which ones, on this page<\/a><\/strong> select lactose-free filter<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>I purchased the box, can I order just the cocoa?<\/span><\/a><\/h3><\/div>
Of course! The product is called Chokkino Cocoa<\/a><\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Didn't solve your problem? Write to us<\/p><\/h2><\/div><\/div><\/div>

Live Better is a small company, we are not Amazon, so please try and see if you can find the answer you need on this page.<\/p>\n

In case it is not there send us an email info@livebetter.eu<\/a><\/strong> We will get back to you in a very short time.<\/p>\n<\/div>

Please note: our offices are only open Monday through Friday, so we will not respond on weekends<\/p>\n

If the question is about an order, remember to enter the related number CHK-XXXXX or the first and last name under which you placed the order.<\/p>\n<\/div>\n

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