Frequently Asked Questions

Ordering

How do I place an order?
Choose your product, add it to your basket and follow the checkout. Before you confirm, you see the full price, the delivery charge and the delivery time. You receive a confirmation e-mail as soon as your order is placed.

Do I need an account?
No. You can order as a guest.

Can I change or cancel my order after placing it?
Write to info@ilovekura.eu as soon as possible with your order number. If your order has not yet been prepared, we can usually still change it. Once it has been dispatched, you can still withdraw within fourteen days of delivery — see our Right of Withdrawal page.

Do I get an invoice?
Your order confirmation e-mail shows the full price, the tax included and the delivery charge, and serves as your proof of purchase. If you need a separate invoice, write to info@ilovekura.eu and we will issue one.

Delivery

Which countries do you deliver to?
The Netherlands, Belgium, France, Italy, Spain and Portugal. If your country is not available at checkout, write to us and we will tell you whether we can help.

How long will my order take?
Each product page shows the dispatch time for that item — up to 5 working days for our workshop to prepare it. Transit then takes a further 3 to 5 working days depending on your country. If your order contains several items, we prepare it according to the longest dispatch time.

What does delivery cost?
EUR 59.00 for Nestup Storage, Nestup Storage XL and Nestup Sleep. EUR 19.90 for all other products. The exact charge is shown before you complete your order.

Why did my order arrive in two parcels?
The Nestup sets are large and are normally dispatched as two parcels, which may arrive on different days. You pay the delivery charge once.

Can I track my parcel?
Yes. You receive a tracking link by e-mail as soon as your order leaves us.

Payment

How can I pay?
PayPal, Klarna, or bank transfer in advance. The methods available to you are shown at checkout.

How does bank transfer in advance work?
We send you our bank details with your order confirmation. Quote your order number as the payment reference. We prepare your order once payment reaches our account — for transfers from outside Germany this usually takes 2 to 4 working days.

Are there any extra fees for a particular payment method?
No.

Returns and withdrawal

Can I return something if I change my mind?
Yes. You have fourteen days from delivery to withdraw, without giving a reason. Use our withdrawal form or simply write to info@ilovekura.eu.

Where do I send returns?
To our address in Germany:

SAVELIA COMPANY – Zięciak
Liselotte-Herrmann-Straße 6
02625 Bautzen
Germany

This is the only address for returns. Please do not send returns to our registered office in Poland.

Who pays for the return?
You arrange the return yourself with a carrier of your choice and bear the cost. Depending on the item and your country, this is roughly EUR 9.99 to EUR 69.99. If you are unsure, write to us before sending anything back and we will tell you.

If the item is faulty, wrongly delivered or damaged in transit, we bear the cost.

When do I get my money back?
Within fourteen days of us receiving your notice of withdrawal, using the same payment method you used. We may wait until we have the goods back or your proof of dispatch, whichever comes first.

Can I return a personalised product?
No. Products made to your own specifications are excluded from the right of withdrawal. They are marked as such before you order. Choosing between the colours, sizes or designs in our catalogue is not personalisation — those products can be returned normally.

Products

Do your products fit the IKEA KURA bed?
Yes, that is what they are designed for. I Love KURA is an independent brand with no connection to Inter IKEA Systems B.V. The names IKEA and KURA are used only to describe compatibility. Our products are accessories, not original IKEA products.

The wood looks different from the photograph. Is that a fault?
No. Wood is a natural material, and differences in grain, colour, knots and surface pattern are normal. They are not a fault as long as the product is fit for use.

Do I have to assemble it myself?
Most products are supplied for self-assembly with instructions included. Please follow them carefully and check screws and fixings regularly afterwards.

Are the products safe for children?
Our products are made for children’s rooms, but they must be used under adult supervision. Please check all connections and fixings regularly.

Problems

My parcel arrived damaged. What should I do?
Write to info@ilovekura.eu with your order number and photographs of both the item and the packaging. Tell us promptly so that we can take it up with the carrier.

A part is missing or I received the wrong item.
Contact us immediately with your order number and a photograph. We will sort it out as quickly as we can.

Something broke or is faulty.
Write to info@ilovekura.eu with your order number, a description and photographs. Please do not send anything back before contacting us — we will tell you what happens next. See our Complaints page for the full details.