Shipping & returns


Standard shipping times:

US and Canada: 5 - 16 days *

Australia and New Zealand: 7-19 days *

Europe **: 9-17 days *

Latin America: 10-25 days *

Africa **: 10 - 25 days *

Other countries: 14-30 days

Busy season: 20-40 days

Some remote areas may take a little longer, but we'll bring it to you!

  • The delivery dates shown are estimates calculated from the date an order is shipped, taking into account transit time.
  • Deliveries may take longer than expected due to the wrong shipping address, bad weather, strict customs clearance procedures, or other unavoidable circumstances.
  • Please note that import duties and other additional import charges and taxes are not included in the item price or shipping cost. These charges are ultimately the buyer's responsibility.

ORDER CONFIRMATION

After the payment is processed, an order confirmation email will be sent to the email specified at the time of checkout. Once the email confirmation has been sent, your order will be processed.

PROCESSING TIME

The processing time for orders can take up to 1 to 4 working days *. Processing includes checking, packing and sending your orders to the post office. After all these processes, you will receive the tracking number by email.

  • If you place your order after 11:45 AM Central Standard Time on Friday or the weekend (Saturday or Sunday), your order will be shipped the following week.

ORDER PAYMENT

All customers will be charged at the time of purchase. All payments are made in USD ($). If you are paying in local currency , your home bank will do the currency conversion . they will convert the currency from USD to local currency for you.

SEPARATE SHIPMENTS

If you order several items at the same time, they may be shipped separately so that they get to you faster. Due to the storage locations and product availability, items can be sent in separate shipments. You may receive one item before the next. We do this so that you receive your items as soon as possible. In this case you will receive two or more tracking numbers.

ORDER CANCELLATION AND REQUEST FOR CHANGE

We accept a period of 12 hours , in order to cancel an order or update changes such as quantity, color, size and shipping address. Just get in touch with us. We can be reached around the clock at

You can contact us by email :support@canarist.com
Please note that inquiries received after 12 hours will no longer be accepted, as we process orders immediately. Changes to orders can no longer be made after processing.

We will continue to do our best to hold or cancel your order after 12 hours but with no guarantee. In this case, you will be charged a cancellation fee of 15% based on the costs we incur for the item that is already in production.

Our return policy is valid 30 days after receiving your product. To be eligible for a return, your item must be in the condition in which you received it, unused and in the original packaging. For a refund (if applicable) please email info@kokothekat.com with your full name, order number, item description and reason for your return .

Return requests for orders placed and delivered after 30 days are politely refused. We hope you understand. If it has been 30 days since your order was delivered, unfortunately we cannot offer you an exchange or a refund.

Once your return has been received and checked, we will email you to let you know that we have received your returned item. We will also notify you of our approval or rejection of your refund. If approved, your refund will be processed immediately and your credit card (or original payment method) will be automatically charged within a few days - depending on your bank.

Please read our item descriptions carefully. Please note that the photo may be slightly different from the actual item in terms of color due to the lighting during photo taking or the display of the monitor.

Every now and then there may be a problem with an order. We're all human! In this case we will be happy to help you. If the problem occurred due to an error on our part, we will be more than happy to replace or refund the item .

Our responsibility

  • Defective Product: When the product has a manufacturing defect.
  • Wrong Item Sent: If we send you the wrong product, color, or size.

Your responsibility
oops! You might have made a mistake somewhere along the way. If so, it is up to you to clear things up and unfortunately we are unable to refund your item.

Example:

Incorrect address: If you made a mistake in the address. We are not responsible for orders not received due to incorrect delivery addresses provided by the customer at the time of purchase.

Returns / Exchange Process
If you believe that an error has occurred due to an error on our part, please first accept our sincere apologies! Your satisfaction is of the utmost importance to us! We are happy to replace or exchange items that we missed the mark on.

Instructions for Exchange Requirements

Please follow these instructions for the return request:
1. Take a picture of the problem - If the problem is the size, please use a ruler.
2. Send an email with the subject line "Order number" YourOrderNumber "Replacement request" to Support-E-Mail.

  1. Please include :
    - The photos
    - A specific description of the problem
    - The order number - If an order contains multiple products, identify the product with the problem.

    Our support team will respond within one business day and send a return instruction will be provided.

All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original delivery address that was provided when the original order was placed.

Refunds will not be given if the customer ordered the wrong size / color / quantity, etc. We ship exactly the items you selected at the time of purchase. If you need a change to your order, please send us an email immediately. We will do our best to process your request. If your order has already been processed or shipped, we will not be able to make changes to your order and no refund will be given.

Items received that are defective or damaged will be replaced with the same item free of charge. We also offer full refunds for defective or damaged goods.

Late or missing refunds (if applicable)
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company. It may take time for your refund to be officially posted.
Next, contact your bank. It often takes time before a refund is posted.
If you've done all of this and have not yet received your refund, please contact us via support email.