FAQ

FREQUENTLY ASKED QUESTIONS
Here you will find answers to questions that many have in connection to our online store. If you cannot find the answer here, please contact support at post@kokonorway.no and we will help you.

BOOKING

IS MY ORDER REGISTERED?
You will receive an email with an order confirmation, once you have approved your purchase.

I HAVE NOT RECEIVED ANY CONFIRMATION EMAIL
If you have placed an order, but not receive any order confirmation, please check spamfolder before you contact us. Most common error is wrong email address. Then you need to contact us at post@kokonorway.no so we can check your email address and correct it. It is important to register the correct email address. If the e-mail address is incorrect, all communication will lost, also with Klarna.

CAN I CHANGE AN ORDER?
If the order have not been sent then you can send us an e-mail explaining what you want, whether it is cancellation or change of sizes / product. We want to help you. If the goods are shipped then unfortunately it is too late with changes. Then you have to pick up the goods and return them for exchange or cancellation.

CAN I GET REMINDER IF A PRODUCT IS SOLD OUT?
If the product is sold out, you can choose to receive a reminder email when the item / size is back in stock.  Go to the product, choose what size and enter the email address you want to receive the reminder. You can not make any reservations, sorry.

I FORGOT MY PASSWORD
Click on login and "forgot your password". Enter your email address which you have registered with koko norway and we will send you a link to change your password.

WHY DO I RECIEVE AN EMAIL THAT THE ORDER OR PART OF IT IS CANCELED WHEN THE PRODUCT WAS IN STOCK WHEN PURCHASED?
Unfortunately, errors can occur in the inventory and then we have to cancel the item. If you want another item, you must place a new order. We do apologize for this and If you got very annoyed, please contact us, if you need to blow out some steam.

DELIVERY

WHERE DO THEY SHIP THE GOODS FROM?
All items are shipped from our warehouse in Fosnavåg, Norway. The items are usually shipped 1-3 days after ordering. Delivery time after shipment is 1-10 days.

WHAT DOES IT COST TO SEND GOODS?
Shippingfee is 15€ if orders below 150€.
Orders above 150€ is shipped free of charge. 

DO WE GET ADDITIONAL COST THROUGH CUSTOMS?
The goods sent from us will not be subject to any customs duties.

DELIVERY TIME, WHAT TO EXPECT?
We usually ship your order the same day or next day we receive it. This applies to weekdays. The delivery time is normally 1-5 days after we ship it. But delay can occur close to peak seasons. Check your tracking number.

IS THE ORDER SENT?
When we finish packing your order we will send you an email confirmation that your package has been sent from us.

HOW IS THE PACKAGE DELIVERED?
Your package will be shipped with Postnord or DHL and you can follow your package along the way with the tracking number found in your shipping receipt by mail. You will be notified by SMS and/or e-mail when it is ready for pickup at a Postnord or DHL pick up point near you.

CAN I CHANGE DELIVERY PLACE?
For a fee, you can log in to Postnord or DHL and change the delivery location.

WHAT HAPPENS IF I DON'T COLLECT THE GOODS?
If you do not pick up the package, this will be registered as an uncollected package and you will be charged a fee of actual costs of 40€ for shipping and return cost.

CAN I DELAY DELIVERIES?
You must pick up the package within 14 days or it will automatically return, you cannot delay it. But you can delay delivery from our warehouse.
If you are on holiday, travel or have other reasons not to pick it up within the 14 days, please write a order comment, when you want it shipped. PS! Important that you also send us an email with the order number and date of shipping to post@kokonorway.no so we are 100% sure to catch it.

CAN WE COLLECT THE GOODS AT THE WAREHOUSE.
We do not have a pick-up point at our warehouse, sorry. But if its a "Crisis", please contact us at post@kokonorway.com and we will check if still possible to collect the order there.

CAN I ORDER A GIFT CARD?

At the moment, gift cards, are not available at kokonorway.com

RETURN

HOW DO I RETURN?

If you want to return an item, please contact us at post@kokonorway.no. Inform us about which items you are going to return and we will send you a return label. If you send the return on your own, it will be on your own risk, you must then make a return invoice that informs the customs which goods are to be returned. But you can contact us on post@kokonorway.no and we will help you.

WHERE DO I FIND A RETURN LABEL?

Contact us on post@kokonorway.no and we will help you. Inform us what items you want to return. Then you will receive the returnlabel on email. Print it and use clear tape or a sticky pocket to put it on your return package.

WHICH ADDRESS DO I SEND THE RETURN TO?

The return adress is already on the returnlabel we send you after receiving your information by email. 

UNDO- AND RETURN DEADLINE

You have 14 days to cancel the purchase after receiving the goods. After 14 days the withdrawal period is no longer valid, we believe this is long enough to return the item, and we often have new buyers who are on waiting lists, so we stick to the 14 day deadline.

PAYMENT

PAYMENT AND REFUND?

You will receive an email from us when we receive your return. If you have paid for the goods, the money will be refunded back to the same account/Card that you used when you paid for the goods. In some cases, it can take up to 14 days from the time we register the return until you have the money in your account.

I HAVE A COMPLAINT, WHAT DO I DO?

If you have any complaints, please contact us at post@kokonorway.no.

OTHER QUESTIONS

WHERE DO YOU PRODUCE THE DRESSES?

We produce all dresses in Poland and Lithuania. We have almost daily contact with the factories and feel well taken care of and have a mutual respect for each other.

DO YOU HAVE STORES SELLING THE DRESSES?

Yes we have some good retailers around the world. Check out our dealer list here: DEALER LIST

ARE THERE NORMAL SIZES OF THE DRESSES?

Yes we get feedback that the dresses are normal sizes of dresses. Now the shape and models vary and we point out that there is a big difference between a small model and a wide model. Read about our SHAPES here and find the right shape and models for you. Also try our FITTING ROOM or put your measures directly into our calculator when you are on a detail page for dresses.

WHAT SIZE CORRESPOND TO S, M, L, XL, ETC.

 34 / XS, 36 / S, 38 / M, 40 / L, 42 / XL, 44 / XXL 46 / 3XL, 48 / 4XL, 50 / 5XL

I HAVE RECEIVED THE WRONG ITEMS OR SIZE, WHAT DO I DO?

Please contact us at post@kokonorway.no and we will help you.

CAN I ORDER TAILORMADE DRESSES WITH CUSTOM MEASURES?

No, we do not sew dresses by measure, but we have a rich selection of both shapes and sizes. From size 34 to size 50 - XS-5XL.

If you do not find your answer here, please contact us at post@kokonorway.no

We respond to customer inquiries from Monday to Friday 09:00-16:00 +1 GWT.