Frequently asked questions

General

Does Koeka have its own stores that I can visit in order to view your products?
No, Koeka does not have stores of its own. Our products are available in the Koeka Webshop, as well as in existing stores, however, and there may well be one near you. If you would like to find out more about the stores that stock our products, please consult our Storefinder. Alternatively, you can also contact our Customer service department for further information about stores.

How can I change my e-mail address if I have a new one?
Informing us of a new e-mail address is very simple and is something you can do yourself. All you have to do is log on to your personal account and change your details.

How will I know whether the clothing will fit my child?

In our product descriptions, we always state as accurately as possible how each product is sized. Unless otherwise stated, the item will be of a normal fit. If you have any questions or comments or you are looking for advice, then please contact Customer service. We will always aim to reply within two working days.

Login

I'm having trouble creating a new account, what can I do?
If you have problems logging in please call +31 (0) 35 6931691 or send an email to info@koekawebshop.com
Tip 1: When entering a date of birth please fill in all numbers. So for example 25-04-1983 instead of 25-04-83.
Tip 2: When you have trouble creating a new account, you can try to go to the homepage to create an account first and then after that you can add items in your basket. So if you have added items in your basket first, go back to the homepage, press refresh (F5) and then click the button 'Login consumers' and enter your details. After that you can start shopping.

Ordering

How do I select the right products?
The products in our webshop are arranged in categories. To view a category, first go to our homepage and then select ‘shop online’. Then select the category and the products you are looking for. If you click on a product, you will see more details about the item concerned. You can also add items to your basket. Need more information? If so, just click on the plus sign alongside 'Extra information’.

How do I find a particular product quickly?

If you are looking for a particular product, all you have to do is to type the search term into the box next to the magnifying glass symbol at the top right of the screen. Once you have clicked on the magnifying glass, a list of all products that contain the search term in their name or description will then appear.

Can I make changes to my basket along the way?

Changing the items in your shopping basket is simplicity itself. You can remove an item by clicking on the ‘dustbin’ icon that appears after the product concerned. If you want to change the quantity, size or colour of a product, go to the shopping basket and click on the item in question. You will then be taken back to the product page. All you do then is select the right size and/or colour and add the item to your basket. You then go back to your basket and click on the ‘dustbin’ symbol. The item you no longer want will disappear.

Has my order been received?
When you place an order, you will always receive confirmation by e-mail. Your confirmation will always state the total amount of your order, including postage and packing costs, together with all of the other payment information. If you do not receive an e-mail, please contact our Customer service department.

Are Koeka items always available?
If an item is not in stock, you will see a message to that effect on the Product page. You will then be given a choice of whether to proceed with your order. You can also leave a message asking to be informed when the item is back in stock. If you would prefer to order the item at another time, you can add it to your wish list. Finally, you can simply go ahead and order a product, even though it is temporarily unavailable. We will then send it to you as soon as new stock comes in.

Unfortunately, it can sometimes happen that an item is not available and this is not stated on our website. If that happens, we contact you as quickly as possible. You can then select a different item, receive your money back or cancel your entire order. It goes without saying that we will do everything we can to avoid this type of situation from occurring.

Can I cancel my order?
You can cancel your order by sending an e-mail to Customer service. If you order is already on its way to you or is being prepared for dispatch, then you will not be able to cancel your order, however, as your items will already be in the delivery process.

How soon will my order be delivered?
Koeka will do everything it can to ensure that orders within the Netherlands are delivered with 7 working days. For deliveries in other European countries, delivery may take up to 14 days. For addresses located outside Europe, the delivery period may be up to 30 days. For more detailed information, please visit our Delivery page.

Can I order items from outside of Europe?
Koeka dispatches items all over the world. Different postage and packing costs apply for orders being dispatched to an address outside of the Netherlands and different rates apply for each country. When you place your order, the postage and packing costs will be shown on screen, before you proceed to the Checkout page. Want to know what the postage and packing costs will be before you place your order? If so, please contact our customer service department.

Payment

Which payment methods are available?
You will be asked to pay for the cost of your order, plus the postage and packing costs, in advance. You can pay using Eurocard, Mastercard, Visa, Maestro, iDeal, cash on delivery, Giropay and Sofortueberweisung. iDeal is suitable for use by customers in The Netherlands. Giropay and Sofortueberweisung are suitable for use by customers in Germany. The Ogone internet checkout offers a high level of security to protect you against fraud. Your payment details will be kept by Ogone and will not be made known to third parties.

How does the payment process work?
Once you have added the items you require into your basket, you can then place your order. Click on “My basket” at the top right of the screen. The ordering procedure consists of five steps:

1. Select ‘Order’. You will be taken to the Payment/Payment Methods page. You then need to log in via 'My Account'. If you do not have a Koeka account, you must first create one.
2. Checking your order and your details
3. Verification of your address details. You can change the delivery address at this point.
4. Indicate the desired payment/delivery method.
5. Place your order

1. Before you can purchase items in the Koeka Webshop for the first time, you will need to create an account. All of your address details and delivery addresses are stored within your account. On the first page of the ordering procedure, you will be asked to create an account or log into an existing account.

2. On the verification page, you will see a summary of your entire order, the postage and packing costs and your personal details. You should check these details and amend them if need be. If everything is correct, you can place a firm order by clicking on ‘Order’.

3. We will then need you to provide certain information, in order to deliver your item(s) and provide you with an invoice: your name, telephone number, e-mail address, billing address and delivery address. At this point, you can add a new delivery address, which may be different from your current address. Any information you provide at this point will only be used in order to process your order. For further details, please visit our Privacy page.

4. Payment is processed via Ogone via a secure weblink. You can choose the method of payment you wish to use.

- In the Netherlands, you can pay quickly and easily via your own bank (using iDeal)
- By secure credit card payment using the ‘Verified by Visa' system, Maestro or ‘Mastercard 3D Securecode’.

5. Once you have placed your order, you will receive an e-mail with details of your order and the details regarding the payment method.

Is VAT included in the price of a product?

Yes

What about the shipping cost?
The shipping cost are not included in the product prices we display. The shipping cost are listed separately in the checkout, depending on your country.

I received a Koeka Gift code, where can I use this?
When you have a voucher / coupon code, you can use it in the first step of the checkout. Please check the date before using the code. It is not possible to use different coupon codes. 

Delivery

Which carriers does Koeka use?
Koeka uses PostNL, UPS and TNT, which were selected by Koeka for the transportation of its products.

Do I need to sign for my items on receipt?
We always ask for a signature upon delivery to confirm receipt. That way, we can be sure that you have received your order and/or that it has been delivered to the correct delivery address.

Delivery costs

How much will it cost to dispatch my order?
Koeka charges a minimum of €4.95 for postage and packing in the Netherlands below €50.-
Is your order amount 50,- or higher? There will be no shipping costs in the Netherlands.
In other countries there will be shipping costs.
The costs of postage and packing also depend upon the number of items being sent and the country of destination.

Why must I pay at least €4.95 postage and packing for just one item?
We always send our products using parcel post. Doing this helps us to reduce the risk of lost items, damage or theft during transportation.

Exchanges and returns

Can I exchange an item at any time?
You are always allowed to exchange items within 14 days of receipt. You will however be required to pay the postage and packing costs involved in returning your item. You can decide for yourself if you send it with a track and trace number, the risk is for the sender. On a one-off basis, Koeka will pay the postage and packing costs in order to send the replacement item to you in exchange. Exchanges are subject to a number of terms and conditions. The terms and conditions can be found by clicking on Exchanges & Returns. They also form part of the General Terms and Conditions.

Can I return an item?
Items may be returned within 14 days of receipt. You will be asked to pay the postal charges in order to return your item. Returns are also subject to a number of terms and conditions. You should read them very carefully. You can view them by clicking on Exchanges & Returns. The terms and conditions also form part of the General Terms and Conditions.


Other questions

Who should I contact if I have any questions, complaints or need additional information?
In all of these cases, you can contact our Customer service department and we will make sure that we send you a reply as quickly as we can.

What will happen to my personal information?
The payment details you entered into the Ogone internet check out will not be passed to Koeka. Your address and e-mail details will be added to Koeka’s customer database. If you do not wish this to happen, all you need to do is send us an e-mail to let us know. Koeka will never share its customer database or any information from it, with third parties. For further information, please see our Privacy Policy.

How often are new items added to the site?
New items are added to the Koeka Webshop on a regular basis. Want to be informed about new items or promotions? If so, why not register to receive our Newsletter?

Can I ask for orders to be grouped together?
This is certainly possible in the case of orders being dispatched to addresses in the Netherlands. Grouping is also subject to a number of terms and conditions, however.

- You can only ask for a maximum of 2 orders to be sent together, and only if they have not been printed out by our system.
- You must send us an e-mail quoting the reference numbers of both orders, asking us to dispatch them together.
- If your request has been granted, you will receive confirmation by e-mail from the Koeka webshop.
- The cost of postage and packing, minus €0.27 transaction charges, will be refunded to you.

Do you have any other questions?
If you have any further questions or comments, or if you want more detailed information about a particular product, please contact our Customer service department.