Frequently asked questions
Orders
You can place an order by following these steps:
1. add the items you want to order to your shopping cart.
2. Click on ‘to shopping basket’.
3. Check your order.
4. Click on ‘checkout’.
5. Fill in your personal details and create an account or choose order as guest and click on continue.
6. Choose your preferred payment method and complete your order.
The products in our web shop are grouped into categories. Click on one of the categories and then click on the products you are looking for. Within the menu you can specify further.
If you are looking for a specific product, click on the ‘magnifying glass’ icon at the top right of the screen. Type your search term in the search bar and all products with your search term in the name or description will be displayed.
It is easy to modify the order in the shopping basket. Remove an item by clicking on the ‘cross’ behind the relevant product. If you want to change the quantity, size or colour, go to your shopping basket and click on the item in question. This will take you back to the product page. You can now select the desired colour (or size) and add it to your shopping basket. Then go back to your shopping basket and click on the ‘cross’ to remove the item you no longer want.
When you place an order, you will always receive a final order confirmation by e-mail. This confirmation states the total amount of the order, including shipping costs and other payment details. If you have not received an e-mail, you may have entered an incorrect e-mail address. In that case, please contact our customer service via info@koekawebshop.nl.
Because the order processes are automated, it is not possible to change your order
If you entered your address details incorrectly, please email our customer service at info@koekawebshop.nl. Our ordering process is automated so we have to consider what solution is possible on a per-order basis.
If you want to change a previously used delivery address, you can do so at checkout before you checkout your products. Here you can select to have your order delivered to a different address.
Because the order processes are automated, it is not possible to cancel your order
Make sure there is no typo in your e-mail address and check whether the order confirmation may have ended up in your spam box. If you have not received an order confirmation, this is probably due to a technical problem. You will usually still receive a tracking link. If you also do not receive a tracking link within 2 working days, please contact our customer service via info@koekawebshop.nl.
Unfortunately, it sometimes happens that an article is not available. If we still expect this item to be in stock, you can leave your email address and you will receive a message as soon as the item is available again.
Payment
Ordering at Koeka is completely safe. Payment takes place via the secure Ogone connection. Your privacy is guaranteed and your details will never end up in the hands of third parties. You choose how you want to pay. Credit card payments are made via a secure credit card transaction ‘verified by Visa’ MasterCard or Maestro with 3D SecureCode.
You can pay for your online order in the following ways:
PayPal
Credit card: Visa, Mastercard, American Express, Maestro
Debit card: Revolut
Bancontact/Mr. Cash
Koeka Gift Card
Klarna (post-payment)
You can pay with the following credit cards: Visa, Mastercard, Maestro and American Express (Debit card: Revolut (Visa)). To protect credit card data, your entire data is sent encrypted via SSL servers. Thus they are protected against third-party access. In addition, the Koeka webshop works with a SecureCode for credit cards as standard. This means extra security for yourself. If you do not have this code, you will automatically be linked to your own bank. There you can activate the SecureCode once and then complete the order and payment. When paying by credit card, the card will be charged immediately.
You can enter a gift card code on the shopping basket page. Enter the code and click confirm. Please note the following points when entering the code: What is the expiry date of the code? Is the code entered correctly; upper or lower case letters, no full stops and no spaces (sometimes happens when copying) in the input field.
When ordering, we always ask you to pay in advance using the payment options indicated on the payment page. The order will only be shipped once payment has been received. If the order is cancelled after payment, the order will also be cancelled by Koeka. Likewise, if Koeka receives a negative banking advice after an order, the order will be cancelled.
Once the desired products have been added to the shopping basket, you can order. Click on ‘shopping basket’ at the top right of the screen and then on ‘my basket’.
The ordering procedure is as follows: Select ‘checkout’. You will now enter the payment/checkout process. Log in if you have already created an account or enter your personal details to create a log in or order as a guest. Complete your order. Check your shopping basket and address details. It is possible to enter address changes here. Select the desired payment method. Click on checkout. Payment takes place via Ogone, a secure connection. After placing the order, you will receive an e-mail with the order confirmation.
We monitor our online range constantly and with the utmost care. However, we are dependent on several factors for delivery. Unfortunately, in exceptional cases it may happen that, while processing your order, a product is no longer in stock. In this case, the purchase price of the item, including shipping costs, will be credited to you.
All amounts listed for products sold through the Koeka webshop include VAT and exclude shipping costs.
Delivery
Koeka does its utmost to ship orders placed on working days before 8pm on the same day. Within the Netherlands, your order will usually be delivered the next day on working days. Within Europe the delivery time is 3-5 working days, outside Europe you should take into account a delivery time of 14 days. Sometimes it may happen that your order is delivered a little later due to the busy schedule of the relevant delivery service. The expected delivery date is therefore also an estimate and cannot be guaranteed. For more information, please visit the Delivery page.
You will automatically receive an e-mail when your order has been registered with the delivery service. In this e-mail you will find delivery information and a link with your Track and Trace number. You can also find this tracking code by logging into ‘my account’ and going to ‘orders’. You can then enter this code on the delivery service's website.
If you miss the delivery service or have not received a ‘no-show’ note, we recommend first tracking the parcel using the tracking code. If the tracking code does not help you further, we advise you to ask some immediate neighbours whether they have received your parcel.
If your tracking link does not work yet, it may be that the order has already been registered by us but has not yet been picked up by the delivery service. After you click the link, you can retrace the steps from the visual representation of the delivery process.
Koeka is a Dutch brand, our head office and distribution centre are located in the Netherlands. This is where all orders come from.
You will receive an e-mail from our delivery service when they deliver the parcel to the collection point. Should you still miss the parcel, the delivery service will contact you by e-mail.
If you do not collect your parcel, it will be registered and returned. A fee may be charged for this. Please note that this process is not our normal returns process. It may therefore take a few weeks longer before your parcel reaches our warehouse again and you receive your refund.
Koeka ships its articles all over the world. Different shipping rates do apply for sending an order outside the Netherlands. These rates are different for each country. The shipping costs will be visible once you have placed your order, before you go to the payment page.
Koeka cooperates with DHL. This shipping company has been carefully selected by us.
Shipping costs
In the Netherlands, shipping costs are € 4.99 for any order under € 49.99. From € 49.99 no shipping costs are charged in the Netherlands. You can find the shipping costs abroad under the heading ‘shipping and returns’ at the bottom of the page on the website.
Koeka ships all orders with DHL parcel post (in the Netherlands). This reduces the risk of loss, damage or theft during transport.
Return policy
Returns may be made within 30 days of receipt. Shipping costs for returning are at your own expense. There are also a number of conditions attached to this. You will find the steps to follow under the heading ‘shipping and returns’ or in the ‘general terms and conditions’ at the bottom of the website page.
It is not possible to exchange your article for another article, colour or size. If you want to return an item, you will have to pay the shipping costs. It is up to you whether you send this via normal post or with track and trace. The risk lies with the sender. There are a number of conditions attached to the return. You will find the steps to follow under the heading ‘shipping and returns’ or in the ‘general terms and conditions’ at the bottom of the website page.
Warranty
The legal guarantee applies to all items you buy from us. Legal warranty means that a product must meet what the consumer can reasonably expect of it. Some products are also covered by a manufacturer's warranty. This guarantee does not affect the legal guarantee. If you want to claim under the warranty, please send an e-mail with a photo of the article and a description of the complaint to info@koekawebshop.nl.
Is your product damaged or incorrectly delivered? We apologise for the inconvenience. Please send an email to customer service at info@koekawebshop.nl. Describe what is wrong with the item in the email and attach a clear photo. Our customer service team will contact you within 5 days.
If you have a complaint about our products or our service, please contact us by sending an email to our customer service department at info@koekawebshop.nl. We will respond to your complaint within 5 working days of receiving it.
Are you dissatisfied with the handling of your complaint? Then you can submit it to the Thuiswinkel Disputes Committee, PO Box 90600, 2509 LP in The Hague (www.sgc.nl).
Koeka gift card/discount code
You can enter a gift card or discount code on the shopping basket page. Enter the code and click confirm. Please note the following points when entering the code: What is the end date of the code? Is the code entered correctly; upper or lower case letters, a zero or a letter o, no full stops and no spaces (this can happen if you copy the code) in the entry field. Discount codes are not redeemable in combination with other discount codes.
Please note the following points when entering the code: What is the end date of the code? Is the code entered correctly; upper or lower case letters, a zero or a letter o, no dots and no spaces (sometimes happens when copying) in the entry field. Discount codes are not redeemable in combination with other discount codes.
Discount codes are not redeemable in combination with other discount codes.
In our order system, a cancelled order is processed as a ‘ processed order’ and therefore remains linked to the entered discount code. This entered code is thereby marked as used. As a result, the code cannot be re-entered. To receive a new code, please contact our customer service at info@koekawebshop.nl.
Other questions
Koeka does not have its own shops. All our products are available through the Koeka Webshop. Koeka is also available at large national baby specialty shops, department stores and local baby boutiques. There is always a shop near you. Are you curious about our points of sale? Consult our ‘store locator’ at the bottom of the website page.
On the size charts and fitting overview page at the bottom of the website, you will find a detailed description of the sizes of all our products for which this is relevant. Please note that Koeka uses a double size range for clothing. The numbers of the clothing size represent the length of your child in centimetres.
New products regularly appear in the Koeka Webshop. You can expect the seasonal collections in August and February. If you want to stay up to date with all Koeka news and actions, please sign up for our newsletter and follow us on our social media channels!
For a small fee, we can gift wrap your order. On the ‘shopping basket’ page of the ordering process, select ‘add gift wrap’. Here you can see an example of how your order will be beautifully wrapped and sent with a card with a personal message.
Your payment details via the Ogone online checkout will not reach Koeka. Your address and e-mail details will be included in Koeka's customer database. If you object to this, please let us know by e-mail. Koeka will never provide its customer database or partial data to third parties. See also our privacy regulations.
You can give your Koeka product a personal touch by having it embroidered. All products where the red icon of a needle with thread is mentioned can be personalised. A name, word or quote; it is possible as long as it meets the conditions.
On the product page, you choose the text, font and thread colour in three steps. You can use a maximum of 12 punctuation marks (including spaces) and the text will be a maximum of 8 cm. wide and 2 cm. high. Personalised items cannot be returned so please check the text entered carefully. As embroidery is a manual process, please allow for a longer delivery time of 5-7 working days. The cost of embroidery is 9.99 euros per product.
You can easily change your e-mail address yourself in your personal account details.
At Koeka, we believe it is important that you can shop online with confidence. That is why we are transparent about how product and service reviews are created. After every purchase, we ask our customers to share their experience. These reviews are based on actual purchases and provide an honest picture of our products. To ensure reliability, we check whether a product has actually been purchased and encourage objective and sincere feedback. Koeka's reviews are collected via a third party, Trusted Shops.
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