Help & FAQ
What are the delivery times and costs?
I saw a product on koche.fr that is not online anymore. How can I buy it?
If you cannot find the item on koche.fr, it means that it might be out of stock. We invite you to contact us (firstname.lastname@example.org) in order for us to provide assistance finding a similar item or a local point of sales where the product is still available.
How do I make a purchase?
Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click ‘Add to Bag’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the bag to see its contents in the ‘mini bag’ at any time. When you’re ready to place your order, select Checkout from the mini bag and follow the straightforward prompts to complete our one-step checkout process. If you have any problems, please contact customer care at email@example.com.
How do I know if an item is in stock?
Most items shown are in stock. When you roll over a product, you can immediately see its size availability. If a size is crossed over on the product page, this means the item is out of stock in that size. Items that are not yet in stock may be marked Coming Soon: add these items to your wishlist and you will receive an email when they land. Alternatively, you can inform us of your interest by contacting customer care at firstname.lastname@example.org.
Is it safe to use my credit card online at koche.fr?
We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process.
How will I know if you have received my order?
After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit card details have been approved, the delivery address has been verified and the items located will your order be accepted and the items shipped. At this point you will receive a second email from us confirming your order.
When will I receive my order?
Orders are shipped using our delivery partner UPS. Orders are delivered Monday to Friday between 9am and 5pm. For security reasons, all orders must be signed for upon delivery.
How do I return an item?
You have up to 14 days to return an item, however you must request your returns number within 5 days of receiving your package. For full details on the returns process, see our Customers service form.
Do I have to pay duty and import charges?
In order to assist customers, items are shipped on a DDP (delivery duty paid) basis and all prices shown include the relevant import taxes and duties (where the individual product or total order value is over the relevant country duty threshold).
Is my personal information kept private?
Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the koche.fr terms and conditions statement. In order to register as a user of koche.fr, we ask you to provide us with your name and email address. We may use these details to inform you of new goods and services via email. In order to process credit card orders online we require additional information including your billing address, shipping address, telephone number, credit card number and credit card expiration date. We will only use your billing and credit card information to process your order and inform you of its delivery. Please note that koche.fr does not keep any of your details on the koche.fr website, and therefore these details are protected from any breach of security on the koche.fr website. Navigational information is used only for internal purposes to enhance the customer shopping experience and site usability, and will not be shared with any outside parties.
How do I contact customer care?
If you have any questions which are not currently answered on our site, please contact customer care by email at email@example.com.