FAQs | Orders & Shipments
HOW DO I PLACE AN ORDER?
1.Pick your favourite items from our website. Click on the shopping basket icon on the top right corner of our website. Check the content of your shopping bag and proceed to checkout.
2.At checkout, you can fill out your billing and shipping addresses. If you have an account, please login first to have your personal details added automatically. Make sure to check all details before you proceed. When ready, click on ‘Complete order’.
3.After completing your order, you will receive a confirmation via email. In this email you’ll find an overview of the items you ordered.
HOW ACCURATE ARE THE PRODUCT COLORS ON THE SCREEN?
We are striving for making photographs as realistic as possible. However, actual product colours may vary slightly in real life from what appears on our web shop, due to the many variations in monitors and browsers.
WHAT PAYMENT METHODS DO YOU OFFER?
Payment can be done by different methods such as credit card (MasterCard, Visa, American Express and Maestro), and, depending on your country, iDeal, Bancontact, EPS, Belfius, SOFORT, KBC/CBC, and GiroPay.
You can also use express check out with Paypal, ShopPay, ApplePay and GooglePay, as well as, depending on your country, pay in instalments with Klarna and in3.
DO I NEED TO REGISTER?
Creating an account is optional. It brings the following benefits:
Easy to track your orders | Having an online account means you’re able to track the progress of your order at any given moment in time. You are also able to access your order history; all your past orders are saved in one, convenient place.
Faster checkout next time | By creating an account, entering all your registration information is a one-time activity; your billing details and addresses will be automatically saved, meaning you don’t need to spend time re-entering such details when placing subsequent orders.
CAN I CANCEL AN ORDER?
You can only cancel or modify an order that has not been prepared for shipping yet. Therefore, please contact email@example.com as soon as possible if you wish to cancel an order.
IS DELIVERY TO ANOTHER ADDRESS POSSIBLE?
It is possible to have your parcel delivered to a different address than your billing address; you enter first the shipping address; you will have the opportunity to enter the billing address two pages further, on the payment page.
Please note that if you choose to have your parcel delivered at the office, make sure you enter in the address field the name of the company, as well as the recipient’s name.
DO YOU SHIP WORLDWIDE?
Yes, we ship worldwide.
WHERE DO YOU SHIP FROM?
All online orders are packed and delivered from our headquarters in The Netherlands.
WHAT SHIPPING COMPANIES DO YOU USE?
Shipments are made via the shipping aggregator SendCloud, partner of various courier partners including DPD, DHL and Post NL with their international network of partners.
You will find the name of the shipping company selected for your order in the tracking information.
HOW FAST ARE ORDERS PROCESSED?
Orders placed before 12:00 from Monday to Friday are shipped the same day.
Orders placed after 12:00 from Monday to Friday are shipped the day after.
Orders placed in the week-end are shipped on Monday.
HOW LONG DOES SHIPPING TAKE?
Shipped on Monday to Friday: orders are typically delivered the next day.
Shipped in the week-end: orders are typically delivered on Tuesday the week after.
Orders are typically delivered within 2 to 5 business days, depending on the destination.
If you have not received your order within 6 business days, please contact firstname.lastname@example.org
REST OF THE WORLD
Orders are typically delivered within 2 to 15 business days, depending on the destination.
If you have not received your order within 16 business days, please contact email@example.com
ARE THERE ANY DELIVERY COSTS?
eKodoKi applies flat shipping rates. Our flat shipping rates vary depending on the destination. Flat shipping rates vary depending on the destination. Free shipment is offered for order above a certain amount, depending on the destination too.
Zone 1 | THE NETHERLANDS
€5.95 and free shipping on orders over €75
Zone 2 | BELGIUM, GERMANY
€8.49 and free shipping on orders over €100
Zone 3 | AUSTRIA, DENMARK, LUXEMBOURG
€10.95 and free shipping on orders over €150
Zone 4 | CZECHIA, FRANCE, ITALY
€12.95 and free shipping on orders over €150
Zone 5 | HUNGARY, LATVIA, MONACO, POLAND, PORTUGAL, SPAIN, SLOVAKIA, SWEDEN, UNITED KINGDOM
€14.95 and free shipping on orders over €200
Zone 6 | CROATIA, ESTONIA, FINLAND, IRELAND, SLOVENIA
€17.95 and free shipping on orders over €200
Zone 7 | LITHUANIA, NORWAY, ROMANIA, SWITZERLAND
€19.95 and free shipping on orders over €250
Zone 8 | BULGARIA, GREECE, LIECHTENSTEIN, MALTA
€24.95 and free shipping on orders over €300
Zone 9 | REST OF EUROPE
€27.95 and free shipping on orders over €350
Zone 10 | REST OF THE WORLD
€37.95 and free shipping on orders over €450
HOW DO I KNOW MY ORDER HAS BEEN SHIPPED?
You will receive an e-mail from our the delivery service supplier when your package has been sent. If you didn’t receive an e-mail, please check your spam box.
Track your package with the Track & Trace code via the delivery service supplier website. You can find this code in the email you received when your parcel has left our warehouse.
HOW CAN I TRACK MY ORDER?
After your order has been processed, you will receive a shipping confirmation by email within one working day. This email will provide you with a link to trace your order.
Please note: if you have not received your order within 6 (Europe) or 14 (Global) working days, please contact our customer service.
WHAT CAN I DO IF I RECEIVED A DAMAGED OR WRONG ITEM?
Are you missing an item of your order, or did you receive the wrong item? Is the item you received damaged? Please contact firstname.lastname@example.org with your order number. We will get in touch and take care of the problem as soon as possible and search together with you for the right solution.
CAN I RETURN MY ORDER?
Are you not satisfied with your order? Don’t worry. If the items comply with our return policy, you can return them 30 days after receipt. To return your order, we recommend you to go to your local post office. Here you can return your order to the following address:
5507 RM Veldhoven
The shipping and processing of international returns can take up to 21 days. When we have received your return, we will refund you as soon as possible, no later than 14 days after termination of the agreement.
Any refunds will be issued to the payment method you used to place your order; please check this payment method.
Free Returns in Europe
Returns in Europe are free of charge. We will provide you with a return shipping label; if it is technically not possible to produce such return label for your destination, we will as an alternative reimburse you the return shipping costs.
Returns outside Europe
We offer returns outside Europe, however, as a customer, you are responsible for the return costs. These costs will vary per country. Make sure to declare the package as returned goods. And don’t forget to obtain and keep your postage receipt until you have been fully refunded in case your return gets lost on its way back to us.