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Order & Payment

What payment methods do you accept?

You can choose to pay with credit card (Visa, Dankort by Visa, MasterCard, American Express) or with PayPal.

Your payment is securely processed with our payment provider Stripe and PayPal. All payment information are directly sent in an encrypted form (SSL).

Can I use multiple promotion codes on a single order?

Only one promotional code can be used per order, if not stated otherwise.

How do I use my e-gift-card?

It’s very easy. Just enter your gift card code in either the shopping card overview page or in the final step of your checkout.

How do I apply my coupon code?

Simply enter your coupon code at its designated place either in the shopping cart overview page or at the checkout page.

How can I cancel my order?

You can change or cancel your order if it has not been shipped. Please contact us at order@kocono.dk as soon as possible and we will do our best to help you.

In case the order has already been shipped, you will have to send your parcel back to us in order to receive a refund. Please note that the the shipping cost will not be refunded. More infos can be found below under “Shipping & Returns”.

Shipping & Handling

What is your shipping policy?

At this time we only ship within Europe.

All orders are being processed within 3 working days and sent by our logistics partners GLS or DAO365 from Copenhagen,Denmark.

For orders from Denmark:

We offer free shipping on all orders above 399 DKK.

For orders sent to a Danish address, you have the following three delivery options:

  1. GLS Pickup Point: for delivery to a GLS Pakkeshop near you. If you select a Pakkeshop, GLS will send you a text message or an email when the products are ready to be picked up. If you do not respond within 5 days the products will be returned to our warehouse. In that case, we will retain the right to charge the incurred shipping fee to cover for the expenses.
  2. GLS Business: for delivery to your workplace
  3. GLS Private: for delivery to a private address. Please note that if you permit the parcel to be placed to a designated spot, kocono is not responsible for possible loss or damage.
  4. DAO Pickup Point: for delivery to a DAO365 Pakkeshop near you. If you select a Pakkeshop, DAO365 will send you a text message or an email when the products are ready to be picked up. If you do not respond within 5 days the products will be returned to our warehouse. In that case, we will retain the right to charge the incurred shipping fee to cover for the expenses.
  5. DAO Pickup Direct: for delivery to a private address. Please note that if you permit the parcel to be placed to a designated spot, kocono is not responsible for possible loss or damage.

After your order is ready to be shipped, the estimated delivery time by GLS is 1-2 working days. Delivery times cannot be guaranteed and should only be regarded as a guideline. We cannot be held responsible for delays when the estimated delivery dates are exceeded by GLS.

For orders within the EU:
The table below indicates the shipping costs and the estimated delivery time by our logistic partner GLS. Please note, that delivery times cannot be guaranteed and should only be regarded as a guideline. We cannot be held responsible for delays when the estimated delivery dates are exceeded by GLS.

Will I get a tracking number?

You will receive a tracking number via email once your order is sent from our warehouse. With this number, you can follow your order from the sender until it arrives at its destination. It may take up to 12 hours until you can track and trace your delivery online. This is because the shipping provider needs to scan your package to enable shipment tracking.

Usually you get an email when the parcel is ready for pickup or is out for delivery.

When will my order be dispatched?

We will always notify you via email, once an order is being processed and ready for shipment. Generally all orders are being processed within 3 business days.

The estimated delivery time from our logistic partner GLS can be found in our shipping policy.

Do you ship internationally?

At this time we are only accepting orders shipping to Europe. However, should you wish to ship internationally, please contact us at hello@kocono.dk and we will try our best to accommodate your wish.

Please note,for sending goods outside of the EU, goods can be detained at customs and custom fee may incur. Kocono is not responsible for the taxes, duty charges, and custom fees.

Do I have to pay extra taxes, duty charges or custom fees?

Kocono is based in Copenhagen, Denmark. That means for any orders within the EU, you pay no extra taxes, duty charges or custom fees. This is due to the freedom of movement of goods within the European Union. So buy in confidence without worrying about unexpected additional customs fees.

Returns & Exchanges

What is your return policy?

We’re sorry you didn’t love your new products! Just send us your unwanted products back. We will gladly provide a refund of the original purchase price if the items are returned in unused and undamaged condition with its original packaging within 14 days of receipt.

Once we have received the parcel your return will be processed. Please be advised all refunds can take up to 14 working days to process. After we have processed your refund, you should expect to receive your refund within 28 working days. A confirmation email will be sent once your return has been refunded.

Please note that we cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and send the products back to your original postal address.

How do I return products?

Returns on orders from Denmark:

1) Print (here) and complete returns form, then  include it inside your parcel.
2) Create your return slip by following the online steps at https://retur.pakkelabels.dk/kocono
3) Print and attach your shipping label to the outside of your parcel.
4) Send parcel with GLS.

Returns on orders from EU:

1) Print (here) and complete returns form, then  include it inside your parcel.
2) Ship to following address:

Kocono ApS
Stampesgade 1, 3. tv.
1702 København V

Can I exchange my products?

If you want to exchange a product, please return the product you don’t want and place another order. For more information, please refer to our return policy.

If your question is still not answered, feel free to write us an email. We are happy to help.