Returns
How do returns work?
Not completely satisfied with the articles you received? Returning items to us is no problem. Here are the instructions for returning items. For general questions about returns, please refer to the FAQs.
What is the return period?
Is the article still not what you are looking for and is the article in its original condition and meets the return conditions? Then you have 14 days after receiving the order to notify us that you wish to return an item. You then have another 14 days to return the item. After this period, we may reject and return the return if it is sent back.
Who bears the return costs?
The return costs are borne by the customer. The reason we charge return costs is because we want to minimise our impact on the environment. Because the return costs are not free, customers are more aware of their purchase. This leads to fewer shipments back and forth. We recommend using our size chart. If you cannot find it, please contact our customer service team.
What does it cost to return a parcel?
For orders from the Netherlands, Belgium and Germany, you can purchase a return label via our returns module. Click here to create a return label. This costs € 5.95 for the Netherlands and Belgium and € 7.95 for Germany.
Of course, you are free to create a shipping label elsewhere should you not wish to use the module. The parcel should be sent to:
Koko Noko (Van Gennip Textiles B.V.)
Returns Department
Celsiusstraat 2
6003 DG Weert
Netherlands
If you return the entire order, you will be refunded the full purchase amount plus the shipping costs. This does not apply to the cost of returning the parcel. If you keep one or more items from the order, the shipping costs will not be refunded.
Please note! Should you send the package uninsured, this is your own responsibility.
How can I return my items?
You can return the items with a return label from UPS via Sendcloud.
To do so, please go to the Koko Noko returns module. In this module, you can pre-register the items with the return reason.
If you do not use a Sendcloud return label, we kindly ask you to add a note with your order number to your return shipment. So that we can trace who the parcel comes from.
We would appreciate it if the item is returned in its original packaging.
Tip: always keep the proof of postage of your return until your return has been fully processed.
How quickly will I receive my money back after a return?
After your return has been delivered to us, we will refund the purchase amount as soon as possible via your original payment method. After receipt, it can take up to 14 days for us to fully process your refund. If the refund is still not in your account after this period, we will be happy to help you using your order number and proof of posting.