FREQUENTLY ASKED QUESTIONS
FREQUENTLY ASKED QUESTIONS
Here you will find answers to questions that many have in connection with our online store. Should you not find the answer here you can send an email to support at post@kokonorway.no and we will help you there.
BOOKING
HAS MY ORDER BE REGISTERED?
You will receive an order confirmation email once you have approved your purchase.
I HAVE NOT RECORDED
If you placed an order but did not receive an order confirmation, this is usually because you entered your wrong email address. Then you need to contact us at post@kokonorway.no so we can check your email address and have the correct email address entered. It is important to register the correct email address. If the e-mail address is incorrect, all communication will also be incorrect. with Klarna.
CAN I CHANGE AN ORDER?
If the goods have not been sent then you can send us an e-mail explaining what you want, whether it is cancellation or change of sizes / product. We want to help you. If the goods are shipped then unfortunately it is too late with changes. Then you have to pick up the goods and return them for exchange or cancellation.
CAN I BOOK A PRODUCT?
If it is sold out for the item you want, you can choose to receive a reminder email when the item / size is back in stock. Then go to the product, where you can enter the email address you want to receive the reminder. You cannot reserve a product.
I forgot my password
Click on login and forgot password. Enter your email address which you have registered with koko norway and we will send you a link to change your password.
WHY DO I EMAIL THAT THE ORDER OR PART OF IT IS CANCELED WHEN I CAN ORDER THE GOODS?
Unfortunately, errors can occur in the inventory and then we cancel the item. If you want another item, you must place a new order. If you get very annoyed then you can contact us, we need a tightener occasionally.
DELIVERY
WHERE DO THEY SHIP THE GOODS FROM?
All items are shipped from our warehouse in Fosnavåg in Norway. The items are usually shipped 1-3 days after ordering. Delivery time after shipment is 1-10 days.
WHAT DOES IT COST TO SEND GOODS?
It costs EURO 15 in shipping for orders under EURO 150.
Orders over EURO 150 shipped free of charge.
WILL IT CUSTOMIZE THE GOODS
The goods sent from us will not be subject to any customs duties.
HOW LONG IS THE DELIVERY TIME?
We usually pack the same day we receive the order. If the order is placed early in the day then there are good opportunities for us to send the goods the same day we receive the order. This applies to weekdays. The delivery time is normally 1-5 days after ordering. But we can have longer delivery times in connection with peak seasons.
IS THE ORDER SENT?
When we have finished packing your order we will send you an email confirmation that your package has been sent from us.
HOW IS THE PACKAGE DELIVERED?
Your package will be shipped with Postnord or DHL and you can follow your package along the way with the tracking number found in your shipping receipt by mail. You will be notified by SMS and e-mail when it is ready for pickup at a Postnord or DHL pick up point near you.
CAN I CHANGE DELIVERY PLACE?
For a fee, you can log in to Postnord or DHL and change the delivery location.
WHAT HAPPENS IF I DON'T COLLECT THE GOODS?
If you do not pick up the package, this will be registered as an uncollected package and you will be charged a fee of actual costs of EURO 40 for sending and return cost.
CAN I DELAY DELIVERIES?
You must pick up the package within 14 days or it will automatically return, you cannot delay it. But you can delay delivery from the warehouse.
If you are on holiday or l. And not at home for the next 14 days after ordering, you can request to postpone the shipment for a few days. Please contact us at post@kokonorway.no
CAN WE GET THE GOODS IN STOCK.
We do not have a pick-up in the warehouse.
RETURN
HOW DO I RETURN? If you are going to return an item, please contact us at post@kokonorway. Inform us about which items you are going to return and we will send you a return label. If you send the return on your own, it will be on your own risk, you must then make a return invoice that informs the customs which goods are to be returned. But you can contact us on post@kokonorway.no and we will help you.
WHERE DO I FIND A RETURN LABEL?
Contact us on post@kokonorway.no and we will help you. Inform us what items you want to return. Then you will recive the returnlabel on email.
WHICH ADDRESS DO I SEND THE RETURN TO?
The return adress is on the returnlabel we send you after reciving your information.
UNDO- AND RETURN DEADLINE
You have 14 days to cancel after receiving the goods. After 14 days the withdrawal period is no longer valid, we believe this is long enough to return the item, and we often have new buyers who are on waiting lists, so we stick to the 14 day deadline.
