Frequently asked questions
GENERAL QUESTIONS
Which payment methods can I use ?
We accept Bancontact, PayPal, iDeal, American Express, Visa and Mastercard
How can I search for products on the website ?
You can visit all our products by navigating through the website. At the top of the page you can make a selection in the menu. In the footer you will find several other links.
How can I buy a gift voucher ?
Gift cards will be available for purchase soon.
How can I contact ?
Do you have any questions or comments? Our dedicated customer service team is here to help. Reach us via WhatsApp from Monday to Friday between 09:00 and 18:00 at , or send an email to info@koxalparfums.com. Wij are here to help you.
DISPATCH
Pay your shipping costs with an order in the webshop ?
For orders under €75,- you pay €4,95 shipping costs. From €75,- shipping is free.
Which delivery time should I take into account ?
If your order is received by us before 18:00 on Monday to Friday, and the package is delivered to your home, your order will be delivered to your home the next business day. Ordered before 16:00 on Saturday, delivered on Monday.
How can I follow my package ?
Great that you have placed an order in our webshop! You have received a confirmation of this by e-mail. As soon as the package has left our sorting center, you will receive a track & trace by e-mail. With this you can follow your order.
Did you not receive an order confirmation? Then we advise you to wait for the e-mail with the Track & Trace code. Please note: it is possible that the e-mails end up in your mailbox for spam/SPAM. So check this mailbox even if you have not received the e-mail(s).
I have not had a track & trace mail, which now ?
On the day we ship your order, we will normally send you an email with a Track & Trace code. This email will be sent no later than midnight. Did you not receive this email? Then follow the steps below:
- Check your spam box: Sometimes our emails accidentally end up in the spam or junk folder.
- Check your other folders: Depending on your email settings, the email may also have ended up in other folders such as 'Promotions' or 'Social'.
If you still can't find the email, please contact our customer service. We will make sure you still receive your Track & Trace code.
I did not receive my package, which now ?
Of course, that is very annoying. Don't worry, we are happy to help you. First follow these steps to solve the problem:
1. Check the Track & Trace code
In the shipping confirmation you received from us, there is a Track & Trace code. With this code you can check if the delivery time has changed.
2. Check your delivery address
Please check that the delivery address you provided is correct.
3. Check your carrier app
It is possible that your package has been delivered to your neighbours or that the delivery person has scheduled a new delivery time.
4. Ask your neighbors
Sometimes a neighbor accepts the package without the delivery person clearly indicating this. So check with your neighbors if they have accepted the package.
Have you gone through all these steps and your package is still not there? Please contact our customer service. We will look into it for you.
RETURNS AND EXCHANGES
When can I expect my reimbursement ?
From the moment you receive a refund confirmation, it can take 3-5 business days. In all cases, please allow up to 7 business days. If you still have not received your refund, please contact us.
What is your return policy ?
For more information about returns, please see our refund policy in the footer of the website.
What should I do if I receive a defective item in my order ?
Contact us immediately and describe the problem. If you qualify, we will provide you with a return address where you can return the product for an exchange or refund.
The shipping costs are reimbursed if I return a package ?
We will only refund you the shipping costs if there is a defect in your purchase up to an amount of 10 EUR. If the shipping costs exceed this amount, you are responsible for the remaining amount.