Frequently asked questions
Orders
How do I place an order?
You can easily place an order via our webshop. Choose your product and size, add it to your basket and complete your order at checkout.
Can I still change or cancel my order?
Please contact us as soon as possible at kovenashop@gmail.com if you want to change or cancel an order. Once an order has been processed or shipped, it may no longer be possible to change or cancel it.
Can I order several products at once?
Yes, you can add several products to your basket and pay for them in a single order.
I haven't received an order confirmation. What should I do?
First check your spam or junk folder. Still can't find the confirmation? Then please contact us at kovenashop@gmail.com and include your name and, if available, your order details.
How long does shipping take?
The average delivery time for your order is 7–10 working days. Once your order has been shipped, you will receive a tracking code, if available, so you can follow the shipment.
My order hasn't arrived yet. What should I do?
Our normal delivery time is 7–10 working days. If this period has passed and you still haven't received your order, please contact us at kovenashop@gmail.com with your order number. We'll be happy to look into the status of your order with you.
Can I track my order?
If your order has a tracking code, you will receive it as soon as your order has been shipped. Please note that it may take some time before the tracking information becomes visible.
My tracking isn't working. What should I do?
It may take some time for a tracking code to become active after your order has been shipped. If the code still doesn't work after a while, please contact us at kovenashop@gmail.com.
My order hasn't arrived yet. What should I do?
First check the tracking information. If the expected delivery time has passed or something seems wrong with the shipment, please contact us so we can help you.
Can my order be delivered in several parcels?
Yes. If you order several products, they may be shipped separately depending on availability and logistics processing. As a result, products from a single order may arrive at different times.
Returns
Can I return my order?
Yes. As a consumer, you generally have the right to cancel your order within 14 days of receipt without giving a reason.
You can find more information in our returns policy.
How do I request a return?
Within the cooling-off period, send an email to kovenashop@gmail.com with your name, order number and the products you want to return. You will then receive the return instructions.
Who pays the return costs?
For a standard return, the direct costs of sending the item back are borne by the consumer, unless stated otherwise.
Can I exchange a product for a different size?
Yes. If you have received a garment that is too big or too small, you can contact us to exchange the product for another available size.
For a size exchange, you only need to send back the product in question.
What if the size I want is no longer available?
If the size you want is no longer available, we will contact you to discuss a suitable solution.
May I try on a garment before sending it back?
Yes. You may try on a garment to assess whether the size and product are suitable. Do not use the product any more than is necessary to assess it.
When will I get my money back after a return?
After a valid withdrawal, we will refund the amount in accordance with the statutory rules. In principle, this happens within 14 days of you notifying us of the withdrawal. We may wait to refund until we have received the product or until you can show that you have sent it back, whichever is earlier.
Products
What if I ordered the wrong size?
If you ordered the wrong size yourself, you can use your statutory right of withdrawal or contact us to see whether a size exchange is possible.
What if I received the wrong size?
Please contact us as soon as possible at kovenashop@gmail.com. Include your order number and, if possible, add a photo of the product you received. We will then help you further.
What if my product arrives damaged or faulty?
Please contact us as soon as possible at kovenashop@gmail.com. Send your order number and clear photos of the problem. We will assess the situation and look for a suitable solution.
The product looks slightly different from the photo. Why is that?
We do our best to show our product photos as accurately as possible. Because of differences in screen settings, lighting and photography, a colour or appearance may differ slightly in real life.
Payment
Which payment methods do you accept?
The available payment methods are shown at checkout in our webshop.
Is paying at Kovena secure?
Yes. Payments are processed via the payment methods and payment service providers offered at checkout. We take appropriate measures to protect your data and payments.
When is my payment processed?
Your payment is processed when you place your order via our webshop.
Contact
How can I contact Kovena?
For questions about orders, returns, products or anything else, you can get in touch via:
Email: kovenashop@gmail.com
We try to answer your question as quickly as possible.
Can I get in touch if I have a different question?
Of course. Is your question not among the frequently asked questions? Feel free to email us at kovenashop@gmail.com. We're happy to help.