Frequently Asked Questions (FAQ)
How can I contact you?
You can easily reach us by email at service@kotek.de . Our team will assist you as quickly as possible.
Can I change or cancel my order?
We process orders very quickly – often on the same day. If you require a change, please contact us immediately at service@kotek.de . Adjustments are not guaranteed, but we'll be happy to review them on a case-by-case basis.
Is there a minimum order value?
No, you can order from us without a minimum order value. You only have to pay shipping costs.
How much are the shipping costs?
Shipping costs €4.90 for orders up to €39.90 . Shipping is free for orders above this value.
When will my order be delivered?
Your order usually leaves our warehouse the same day. With DHL, you'll usually receive your delivery within 1–3 business days.
Can I track my order?
Yes. Once your order has been shipped, you will receive an email from us with a tracking link.
What happens if I am not at home when the delivery is made?
DHL will attempt a second delivery. Alternatively, your package will be left at a nearby branch for pickup.
How can I return items?
Please contact us by email to register your return. You will then receive a return label. Returns are free of charge for orders over €39.90 . Otherwise, we charge a flat return fee of €4.90.
How long do I have to return items?
You have 30 days from receipt of the goods to return the item. The postmark date applies.
How quickly will I receive my refund?
Typically within 2–3 business days after receipt and inspection of the returned goods. Refunds will be issued via the original payment method.
Which payment methods do you accept?
You can pay with Shopify Payments (including Klarna, Sofortüberweisung, credit card), PayPal or prepayment.
Why was my payment declined?
Payments may be declined by third-party payment providers. Please try again or choose an alternative payment method such as bank transfer.
When will the amount be debited?
This depends on your payment provider. For credit cards or instant payments, this usually happens immediately; for advance payments, it happens after the transfer is received.
An item is sold out – will it be back?
Only certain sizes will be restocked. If a size is permanently out of stock, it will no longer be produced.
Where can I find information about sizes and fits?
Our size chart gives you a quick overview of all measurements and fits.
Do I need a customer account to place an order?
No – you can also order as a guest. However, a customer account allows you to track your orders and reorder more easily.
How can I reset my password?
In the login area, click on “Forgot your password?” and follow the instructions to reset your password via email.
How do you handle my data?
Data protection is important to us. We treat your data with the utmost confidentiality. You can find all the information in our privacy policy .