FAQ

SOVÉA™ – Frequently Asked Questions (FAQ)
Last updated: June 2025

1. Contact

How can I reach SOVÉA™?
Email us anytime at liveon.closure@gmail.com. Our customer-service team replies Monday–Friday, 09:00-17:00 CET.

Company details
SOVÉA™ │ Ebweg 37, 2991 LS Barendrecht, Netherlands

2. Ordering

Can I change or cancel my order?
Because we pack orders quickly, please email us within 1 hour of placing the order. After that window the order will already be in fulfilment, but you can still return it for a full refund after delivery.

What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Klarna Pay Later and iDEAL/Bancontact.

When will my order be processed?
Orders are processed Monday–Friday (excluding public holidays). Processing time is 1-3 business days; parcels ship the next working day after processing. We do not ship on weekends.

3. Shipping

Do you ship worldwide?
Yes.

Where do you ship from?
All parcels leave our EU warehouse in Poland.

How long will delivery take?

Region Estimated transit time* Carrier examples
Netherlands & Belgium 2 – 5 business days DHL, DPD
Rest of EU 3 – 7 business days GLS, UPS
UK, CH, NO 5 – 9 business days PostNL Intl.
Rest of world 7 – 15 business days FedEx, UPS

*High-season or customs delays may add a few days.

How do I track my order?
A tracking link is emailed automatically as soon as the parcel is scanned by the carrier.

4. Customs, Duties & Taxes

  • EU customers: No extra duties or VAT—your order ships from within the EU’s single market.

  • Outside the EU: Local duties or taxes may apply. These charges are set by your customs office and are the customer’s responsibility. SOVÉA™ is not liable for delays caused by customs. For details, contact your local authority.

5. Returns & Refunds

How do I return an item?
Email liveon.closure@gmail.com with your order number within 30 days of delivery. We’ll send you a return label and full instructions.

Received a defective, incorrect or damaged item?
Please email us within 7 days of delivery with:

  1. Your order number

  2. Clear photos of the product and packaging
    We’ll send a prepaid return label or a replacement, whichever you prefer.

When will I get my refund?
Refunds are issued to your original payment method within 7-10 business days of us receiving the returned item or approving a cancellation. Your bank may take a few extra days to post the credit.

6. Product & Warranty

Is the SOVÉA™ Ice-Pro™ safe?
Yes—our device carries CE-EMC, CE-LVD, RoHS and REACH certifications and features an automatic skin-tone sensor lock for extra safety.

What’s the warranty period?
All KODO devices include a 2-year manufacturer’s warranty covering manufacturing defects.

Need something else?
Just drop us a line at liveon.closure@gmail.com—we’re happy to help!