FAQs & Contact

Once you are logged in, you can click on the 'My Account' icon in the top right corner to see a list of your orders.

After you have logged in, click on the My Account icon in the top right > My Orders. There you can download your invoices.

Unfortunately, this isn't possible with us at the moment. For DHL Standard, you can contact DHL directly to see if the delivery date can be changed. Because UPS delivers quickly, changing the delivery date isn't possible.

We currently offer PayPal, credit card payment, debit card, giropay, ideal, bank transfer, Amazon Pay and WeChat Pay as payment methods.

To cancel an order, it must not have been received yet. Orders are received approximately 1-2 days after payment is received. To cancel an order, please send us an email. We will then check whether the order can be canceled.

Free shipping for orders over 49 euros within Germany. For orders under 49 euros with standard shipping, the flat rate shipping fee is 7 euros.

Please note that the minimum order value is 25 euros and the weight must be less than 25 kg.

For more information, please visit our shipping page.

Currently, we only ship to Germany. We are also preparing shipping services to other European Union countries, which will launch sooner or later.

Delivery via DHL usually takes about 2-3 days.

During holiday seasons and weekends, delivery may take longer than usual. If delivery is delayed, please contact your nearest courier center.

We are planning more delivery options for faster delivery, which will be available soon.

You will usually receive a notification email when your order has been shipped. You can check the delivery status using the shipping number included in the email. Or, after logging in, click the "My Account" icon in the top right corner. You can check the order status using the order number and shipping number on the "Orders" page.

If you would like to check directly, please visit the link below, log in, and check your order details and delivery status directly.https://account.kocket.de/orders

Or if you have registered as a member on the shipping company's website, you can also check this there.

Depending on where you live or your previous experience, you can decide for yourself which shipping service is best for you. UPS is the only option for shipping frozen and refrigerated goods , as delivery usually takes place within 1-2 business days of shipment – this ensures your goods stay as chilled and fresh as possible.

If your order contains refrigerated or frozen items, we ship exclusively with UPS. This is the only way we can ensure the cold chain is reliably maintained.

You can also choose DHL – but only for orders without frozen or refrigerated products . In this case, delivery usually takes place within 1–4 business days after shipment. Please note that we do not guarantee freshness for DHL shipments and cannot provide refunds in the event of quality loss.

The return of the goods must be made within 14 days of receiving the order using the cancellation form. The goods must be returned in the same condition as when received, unworn/unused, with all labels and the original packaging.

Please do not send the goods back to us freight collect without informing us of the cancellation. Check our cancellation policy page.

Refunds will be processed within 14 days of receiving the items.

Yes, Kocket user account is free.

You can simply enter the code in your shopping cart during the payment process – the discount will then be applied automatically.

Yes, if you send us an email with the subject: Reorder, we will get back to you.