Shipping Policy

Shipping Coverage

We currently provide insured shipping to all Nordic countries:

• Sweden (Sverige)
• Norway (Norge)
• Denmark (Danmark)
• Finland (Suomi)

All orders are curated and dispatched from our warehouse in Gothenburg, Sweden.

Shipping Cost & Taxes

Free shipping on all orders.

We offer complimentary, tracked, and fully insured shipping on every purchase.

No Hidden Fees: All prices displayed on our website include VAT.

Customs & Duties: For our customers in Norway, we manage all customs clearing through the VOEC (VAT On E-Commerce) scheme. The price you see at checkout is the final price; there are no surprise import fees, duties, or carrier administrative charges upon delivery.

Delivery Times

Estimated delivery times from order confirmation:

• Sweden: 2–3 business days
• Norway & Denmark: 3–5 business days
• Finland: 4–6 business days

Please note: Delivery times are estimates. Orders placed on weekends or public holidays will be processed on the following business day.

Our Logistics Partners

We collaborate with trusted carriers to ensure the safety of your artwork:

• PostNord: Our primary partner, offering both Service Point (Pickup) and Home Delivery options.
• Bring: Specialized handling for our Norwegian community.
• DHL Express: For optimized, time-sensitive shipments.

Tracking Your Collection

Once your artwork is en route, you will receive:

• Shipping Confirmation: An email containing your tracking number and a direct tracking link.
• Real-time Updates: SMS notifications from the carrier (if a mobile number was provided at checkout).
• Account History: You can also track your status within your KoKonna account under "Orders."

Delivery Requirements

To ensure a successful delivery, please ensure your shipping address and phone number are accurate. For high-value gallery pieces, a signature may be required upon delivery.

If you choose pickup at a service point, you will have typically 7–14 days to collect your package before it is returned to us.

Returns & Special Circumstances

Returns Address

In the event of a return or exchange, all items must be shipped back to our central warehouse in Gothenburg, Sweden. Please contact us before initiating a return to receive the correct documentation.

Address Corrections

If you notice an error in your address, contact us immediately at hello@kokonna.shop. Once a shipment has left our warehouse, address changes cannot be guaranteed.

Lost or Damaged Packages

Every shipment is fully insured. In the rare event that your package arrives damaged:

• Contact us at hello@kokonna.shop within 48 hours of receipt.
• Please provide photos of the damaged packaging and the product.
• We will prioritize a replacement or a full refund within 7–10 business days.

Uncollected Packages

If a package is returned to us because it was not collected from a service point or multiple delivery attempts failed due to incorrect information, we reserve the right to charge a flat fee of 250 SEK / NOK / DKK (or 25 EUR) to cover return shipping and administrative costs.

Questions?

Our customer service team is here to help Monday to Friday, 09:00 – 17:00 CET.

• Email: hello@kokonna.shop
• Response Time: Within 24 hours on business days.