Shipping Policy

Kovena
Email: kovenashop@gmail.com
Website: kovena.nl

Last updated: 28 September 2026

1. Order processing

At Kovena, we do our best to process orders as quickly as possible.

After you place your order, it is processed and prepared for shipping. Once your order has been shipped, you will receive, where available, a shipping confirmation with a tracking code.

2. Delivery time

Our average delivery time is:

7–10 working days

The delivery time starts once your order has been processed and shipped.

Please note that the actual delivery time may vary due to circumstances beyond our direct control, such as carrier delays, customs checks, busy periods or other logistical circumstances.

The stated delivery time is therefore an estimate and not a guarantee, unless expressly agreed otherwise in advance.

3. Tracking

If your order has a tracking code, you will receive it as soon as your order has been shipped.

It may take some time before the tracking information becomes visible in the carrier's system. This does not automatically mean that there is anything wrong with your order.

Can't find your tracking information, or does the tracking appear not to change for a long time? Please contact us at:

kovenashop@gmail.com

Include your order number so that we can help you as quickly as possible.

4. Delayed orders

Although we do our best to have orders delivered within the stated period, delays may occur during the shipping process.

For example, due to:

carrier delays;
busy periods during holidays or promotions;
customs checks;
logistical problems;
unforeseen circumstances.

If you still haven't received your order after 10 working days, please contact us at kovenashop@gmail.com. We will check the status of your order and let you know the next steps.

This does not affect your statutory consumer rights if an order is not delivered within the statutory or agreed period.

5. Incorrect address

The customer is responsible for entering the delivery address correctly when placing the order.

Did you discover straight after placing your order that you entered the wrong address? Please contact us as soon as possible at kovenashop@gmail.com.

If the order has not yet been processed or shipped, we will try to change the address where possible.

If the order has already been shipped, we may no longer be able to change the delivery address.

6. Not at home or missed delivery

If you are not at home at the time of delivery, the carrier may redeliver the parcel, deliver it to a collection point or make another delivery attempt, according to its own delivery procedure.

Follow the information in your tracking for this.

7. Multiple products in one order

If you buy several products in one order, they may be shipped separately depending on availability and logistics processing.

It is therefore possible that your order consists of several parcels and that they are not all delivered on the same day.

You do not have to pay shipping costs several times for this if they were calculated as one order at checkout.

8. Damaged order

Have you received a visibly damaged parcel? Please check the parcel and its contents as soon as possible after receipt.

Did the product arrive damaged? Please contact us at:

kovenashop@gmail.com

Include your order number and add clear photos of the packaging and the damaged product. We will look into the situation and find a suitable solution.

Your statutory rights regarding faulty or damaged products remain fully intact.

9. Order not received

According to the tracking, has your order been delivered, but you haven't received the parcel? First check whether the parcel may have been delivered to neighbours, a collection point or another location indicated by the carrier.

Can't find the parcel anywhere? Please contact us at kovenashop@gmail.com with your order number and tracking details. We will look into the situation with you as best we can.

10. Customs and import

For orders that may involve international shipping, customs procedures can affect the delivery time.

Any import duties, taxes or other costs that are legally payable by the consumer will be handled in accordance with the applicable legislation and the information provided during the ordering process.