Frequently Asked Questions
Have a question before placing an order, or are you already waiting for it to arrive? Here you’ll find essential information about payments, delivery, order changes, returns and complaints.
If you cannot find the answer you need, get in touch. If your message concerns an existing order, please include your order number so we can look into it more quickly.
Orders and payments
How can I pay for my order?
At checkout, you can choose from the payment methods currently available, including instant online bank transfer, BLIK and card payment. The full list of payment options will be shown at checkout.
Do the prices shown include VAT?
All prices displayed in the store are in Polish zloty and include 23% VAT.
Can I place a bulk or custom order?
Yes. If you are planning to purchase a larger quantity of material, please contact us before placing your order. We will check availability, the estimated dispatch time, and the available delivery options and costs.
Delivery
How long will it take for my order to arrive?
Orders are usually dispatched within 5–7 working days. For particularly large orders, the material may need to be scheduled for production, which will extend the dispatch time. If you need your order by a specific date, please contact us before making a purchase so we can check current availability.
Which delivery options are available?
Due to the size and weight of our products, all orders are delivered by courier. We do not deliver to parcel lockers or collection points.
How much will delivery cost?
Delivery costs are calculated individually for each order based on the number of products, the dimensions of the shipment and the delivery address. The cost will be shown in your order summary before payment.
For particularly large orders or international deliveries, transport costs may require an individual quotation.
Can I collect my order in person?
We do not offer in-person collection. A courier delivers all orders.
Do you deliver internationally?
Yes, we can deliver to selected countries. Availability, cost and estimated delivery time are confirmed individually.
Email kontakt@kokonpro.com with a list of the products you need, the quantities, the destination country and the delivery postcode. We will then check whether we can fulfil your order and provide a transport quotation.
Changes, cancellations and returns
I placed an incorrect order. Can I change or cancel it?
Email kontakt@kokonpro.com as soon as possible, including your order number and details of the changes you need. Orders are passed to our fulfilment team within two working days at the latest.
If we receive your message before the order enters fulfilment, we can change or cancel it. Once the material is being prepared or the order has been dispatched, it may no longer be possible to stop it.
Can I return my order?
Consumers buying online generally have the right to withdraw from the contract within 14 days of receiving their order. Before returning a product, email biuro@kokonpro.com for further instructions.
If you are considering a return, do not cut or install the material. The right of withdrawal may not apply to non-prefabricated products made to the customer’s individual specifications. Full details are available on the Returns page and in the store’s Terms and Conditions.
Warranties and complaints
How long is the warranty valid?
Kokon Pro products come with a 24-month warranty from the date they are delivered to the customer. The detailed scope and terms of cover are set out in the warranty document.
The warranty does not affect consumers’ statutory rights arising from the seller’s liability for goods that do not conform to the contract.
What should I check before installation?
Before cutting the material, check the number of items delivered and their dimensions. Make sure that the product variant you received matches your order.
If anything is missing or you notice another issue, do not begin installation and contact us.
Does installing the product mean accepting its condition?
By cutting or installing the product, the customer confirms that they have checked its quantity, dimensions and visible condition. Any visible issues must therefore be reported before work begins.
How do I make a complaint?
Email your complaint to biuro@kokonpro.com. Include your order number, describe the issue and attach clear photographs of the product. If your complaint concerns delivery, please also include photographs of the packaging.
We will confirm receipt of your complaint and explain the next steps. Do not return the product until you have received our instructions.