Terms and Conditions

Terms and Conditions for the online shop www.kocono.dk

Valid from 29.09.2017


  1. General Information
  2. Order of goods
  3. Redemption of campaign and gift vouchers
  4. Prices and payment
  5. Delivery
  6. Taxes and Duties
  7. Right of cancellation
  8. Complaints
  9. Other conditions 


  1. General Information

These Terms and Conditions (“Terms”) apply to purchases made by customers at this online shop, owned and operated by

Kocono ApS

Strandvejen 75, 1. tv,

2100 København Ø

VAT-ID (CVR): 38643754
Email: hello@kocono.dk

Please carefully read the Terms before shopping at this online shop. Our Terms of trade may be updated periodically. Therefore we ask you to approve the Terms and Conditions each time you shop with us. Any reference to “you” or “your” are directed to you as a user of the website, any reference to “we”, “us” or “our” are directed to Kocono ApS.

  1. Order of goods

By placing and submitting an order via the online order form, you make an offer to purchase the item you have selected under our Terms and Conditions.

Before submitting the order, you have the option to change the information you have entered, including delivery and payment information. You also have the option to change the goods or remove items from your shopping cart. You are responsible for the correct customer information you enter as part of a purchase, as we do not subsequently validate or verify this information.

After submission of your purchase order, you will receive an automatic confirmation email as a receipt that we have received your offer. Please note that this confirmation does not mean that we have accepted your offer. We therefore reserve the right to refuse your offer even if you have received the mentioned automatic confirmation in any of the following situations without being liable for compensation or other costs:

  • Your payment information is incorrect or can not be verified
  • Your order has been submitted for the purpose of committing fraud, etc. or delivered in connection with a criminal offense or other illegal activity
  • An accidental error occurs on our website, such as a payment error, a pricing error, or the like.
  • We have reason to believe you are under 18 years old

If we accept your offer, you will receive an email with a shipment notification from us, confirming that we have accepted your order (order confirmation). The agreement between us has been concluded from the moment the order confirmation has been received.

Following the conclusion of the agreement, the rules for cancellation apply, see below (7. Right to cancellation).

The agreement can only be concluded in the English language.


  1. Redemption of campaign and gift vouchers

Campaign vouchers

Campaign vouchers are issued by kocono for a specific period of validity and in the context of promotional activities and are not purchasable. The vouchers can only be redeemed in the online shop and only within indicated time period.

The campaign voucher cannot be redeemed in cash.

Individual goods may be excluded from the voucher campaign.

Only one campaign voucher can be redeemed per order, if not stated differently.

Campaign vouchers can only be redeemed prior to the conclusion of the order process, and cannot be offset subsequently.

Gift vouchers
Gift vouchers can be purchased and redeemed only in the online shop. The gift vouchers can be redeemed by the end of the third year, starting from the day of purchase.

The campaign voucher cannot be redeemed in cash.

Only one campaign voucher can be redeemed per order, if not stated differently.

Campaign vouchers can only be redeemed prior to the conclusion of the order process, and cannot be offset subsequently.

  1. Prices and Payments

The current price is the one that is stated at the time of the order in the overall statement of the order before accepting. Costs relating to delivery, shipping or postage may vary and be added for each order. All prices are quoted in Danish kroner (DKK) incl. Tax (25%).

We accept the following payment options:

  • Visa / Dankort
  • Mastercard
  • American Express
  • PayPal

Payment system and cardholder communication is via an encrypted Secure Socket Layer (SSL) connection.

For delivery to countries outside of the European Union, additional costs may incur, for which we are not responsible, and have to be borne by you.

  1. Delivery

We ship to Denmark, except Greenland and the Faroe Islands, and the rest of the European Union, unless otherwise agreed in written form.

Goods will be delivered at the shipping address stated at the time of booking. Personal collection is not possible for logistical reasons.

Our current shipping fees and expected delivery time are available through our website (here) or may be provided on request. Delivery times are not guaranteed and should therefore be considered as indicative. Kocono can not be held liable for delay if the indicative delivery times are exceeded by the shipping company.

Please note that you bear the risk of the item after delivery. If the packaging appears to be damaged, you should refuse to receive the item.

  1. Taxes and Duties

From one EU country to another EU country, you will not normally pay taxes and duties as customs in other EU countries are exempted under the rules of the free movement of goods within the EU.

To a country outside of the EU, please be aware that the product may be detained in the customs and may be subject to local taxes, fees and duties. We assume no responsibility for these additional costs.


  1. Right of withdrawal

Under applicable law, you have a right of withdrawal of 14 days after receiving the goods. The right of cancellation does not apply to goods where you have removed the seal/packaging and where the product is not eligible for return due to health or hygiene reasons.

The right of cancellation can be exercised without specifying a reason by sending a notice to us within the mentioned deadline, by e-mail: order@kocono.dk or by using our contact form on the website.

You can not exercise the right of withdrawal simply by refusing to receive the goods or by failing to pick it up at the carrier.


Item Condition when returning

The items returned must be sent in unused and undamaged condition, as well as in undamaged original packaging. Items sealed must not be returned with broken seals. 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.


Return process from Denmark.

Please follow these steps for returns from Denmark

1) Print and complete returns form (download here), 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.

For returns outside of Denmark and within the European Union:

1) Print (here) and complete returns form, then include it inside your parcel.

2) Ship to the address listed below.

The return package must be sent to:

Kocono ApS

Strandvejen 75, 1. tv,

2100 København Ø

Refund of returned goods

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.


  1. Complaints

If you want to complain about your order, please contact us via email to order@kocono.dk or through our contact form on the website. We recommend that you always enter your order number in the message to avoid mistakes and delays.

If we fail to find a solution, you can file a complaint with the relevant board in the area if the conditions for this are met. One of the conditions is that you must have contacted the trader before moving on:


Konkurrence- og Forbrugerstyrelsen,

Carl Jacobsens vej 35,

2500 Valby
Tel .: 4171 5000

You can also use the EU Commission’s online complaint portal, which, however, will most likely be relevant if you are a consumer domiciled outside of Denmark. You can find the complaint portal here: http://ec.europa.eu/consumers/odr/
When submitting a complaint, please include our e-mail address order@kocono.dk.


  1. Other Conditions

Updating the website

We do our best to update the website and ensure that prices, offers, descriptions and other information about the goods are correct. Spelling errors, pricing, quotations, descriptions, and other information about the goods may occur. If we detect an error in the price of an item you have ordered on the website, we will notify you as soon as possible. Under these circumstances, we will notify you with the correct price of the item and allow you to buy the item at the correct price. If we are unable to contact you, we will use our right not to accept your offer.


Force Majeure

We are not responsible for delays or failure to comply with our obligations under the Terms if the delay or failure is due to events beyond our reasonable control.

Completeness of the agreement

These Terms constitute the full terms of the agreement between us. In the event that one or more of the terms in the Terms and Conditions may be declared invalid in whole or in part, the remaining provisions will continue to apply.

Personal Information

We treat your personal information confidently. Please read our privacy policy, which tells you how we use the personal information you provide us in connection with the use of the website.

Applicable Law

Any agreement entered between us under these Terms and Conditions is governed by Danish law. Any dispute that may arise in connection with our agreement, including the existence or validity of the agreement, must be brought before a competent court in Denmark.


Computer and any other end device screens can be set differently and may vary widely in size. Therefore, color rendering may vary widely depending on the screen. Kocono can not guarantee that the colors you see on your screen reflect the exact color of the product. Kocono, however, tries to describe the product as best as possible. You are always welcome to contact us for further information about goods.


Standard withdrawal form

(This form will be filled in and returned only if the cancellation right is applicable)

– To Kocono ApS, Strandvejen 75, 1. tv, 2100 København Ø

I / We hereby declare that I / we (*) wish to make the cancellation right applicable to my / our (*) purchase agreement for the following goods (*) / delivery of the following services (*)

Ordered (*) / Received (*):

Customer Name (Customers’ Name):

Customer Address (Customers’ Address):

Customer Signature (Customers’ Signatures) (Only if the content of the form is communicated on paper):


(*) Not relevant excluded