Frequently asked questions
Where do you deliver?
Orders are delivered by contractual courier partners to the address you provide at checkout.
How long does delivery take?
Orders are usually shipped within 1–2 days after receiving your order (Monday for weekend orders, and the first working day after holidays). Once shipped, delivery typically takes 1–3 business days.
How much does delivery cost?
The delivery cost is calculated before you complete your order, based on the current price of the delivery provider. You see the final shipping cost at checkout, with no additional charges afterwards. For orders over 20 EUR, delivery costs are fully covered by Cokonap.
Which payment methods do you accept?
You can pay:
- By cash or bank card on delivery (card only if the selected courier supports it)
- By credit or debit card via Stripe
- Via PayPal to the seller’s account
How does the Cokonap subscription work?
You can subscribe to selected products and receive them automatically at your chosen interval (e.g. monthly, every three months) at a special reduced price that is at least 25% lower than the regular price. The subscription runs for an indefinite period until you cancel it.
What are the benefits of subscribing?
Subscribers get at least 25% off compared to the regular price, plus the product is automatically delivered to your address at each interval. Delivery costs for subscriptions are fully covered by Cokonap. On the homepage, subscription is also advertised with –25% off each order, always free shipping, and the ability to easily pause or cancel.
Can I pause or cancel my subscription?
Yes. You can cancel your subscription any time by emailing info@cokonap.com or by logging into your account and cancelling it under “Subscriptions”. To stop the next shipment in time, cancellations must be made at least 7 business days before the start of the next interval.
Can I change or cancel my order after placing it?
If you think you made a mistake, contact info@cokonap.com as soon as possible, and no later than 2 hours after placing your order. The team will do their best to adjust or cancel it.
What is your standard return policy (14 days)?
In line with consumer protection law, you can withdraw from the contract within 14 days of receiving the goods, without giving a reason. The product must be unopened, unused, in undamaged original packaging, and you need to include proof of purchase. Return shipping costs are covered by the customer. To start the process, send a clear written notice to info@cokonap.com
What is the 90-day satisfaction guarantee?
For Cokonap Sleep Chocolate there is an extra 90-day satisfaction guarantee. If you’re not satisfied, you can request a refund within 90 days of delivery. The guarantee covers one opened product per household, and any unopened items from the same order can also be returned. You’ll need your order number and prior written approval via info@cokonap.com.
When does the satisfaction guarantee not apply?
The guarantee doesn’t apply if the product was misused or not used according to instructions, if the claim is made after 90 days, or if the return was not pre-approved in writing.
What if my product is damaged or incorrect?
If you receive a damaged or incorrect product, email info@cokonap.com within 48 hours of receiving the shipment, including a photo and your order number. Cokonap will then arrange an appropriate solution.
How and when will I receive my refund?
After Cokonap receives and inspects the returned product, they’ll let you know the outcome. If approved, the refund is issued to your bank account. Processing time can vary depending on the bank or card issuer.
