Your Order
- Where is my order?
If you purchased shipping with tracking, you may track your order via the link provided in your shipping confirmation email. If you didn’t receive a shipping confirmation email, please message us here or at - Do you combine orders?
Sorry, we do not combine orders. Thank you for your understanding. Please make sure your order is correct before checking out. - How long will it take to receive my order?
After your order has been marked as shipped and picked up by the USPS, please allow minimum 2-15 business days for it to arrive if you are in France, and up to 6 weeks for it to arrive if you are outside of France. You may track your order using the tracking number in your email if you purchased shipping with tracking. - Can I cancel my order?
Before your order has been shipped, you may cancel your order by messaging us here or at contact@koelhyn.com. - Can I refund my order?
If you would like a refund on your order, please shoot us a message here or at contact@koelhyn.com and we’ll do our best to help! Refunds are handled on a case-by-case basis. Shipping cost to return the product will be deducted from the total refund. - I think my order is lost.
We ask that you wait 4 weeks in France. and 8 weeks outside of France. until a package is declared lost. After that time, please contact us here or at contact@koelhyn.com for help. - My order was marked as “delivered” but I haven’t received it.
Sometimes the USPS will mark a package as delivered 1-2 days before the package arrives. If, after these 1-2 days, you still have not received your package, the first step will be to check with your neighbors or your building to see if they received your package. Next, check with your local post office, call the USPS at 1-877-275-8777, or file a claim with the USPS for missing mail here. If you are still unable to find it, please contact us here or at contact@koelhyn.com. Lost packages are handled on a case-by-case basis. - My order is missing an item.
Sorry about that! Shoot us a message here or email us at contact@koelhyn.com with your order number and missing item. - I need to change my address.
If your order has already been shipped, we unfortunately cannot change your address. But if it has not yet been processed, please shoot us a message here or at contact@koelhyn.com with your new address and order number!
Still have questions?
Send us a message here or by emailing us at contact@koelhyn.com.
