Order & Delivery

Where are the products shipped from?

All KO·CEANE products are prepared and shipped from our warehouse in the canton of Neuchâtel, Switzerland.

All items available on our website are physically in stock, allowing us to process orders quickly and keep delivery times as short as possible.


Can I change or cancel my order after placing it?

For any change or cancellation request, please contact us as soon as possible at contact@koceane.ch.

We will do our best to help. However, once the order has been shipped, it can no longer be changed or cancelled.

 

The product I want is unavailable. What should I do?

If an item is unavailable, please email us at contact@koceane.ch.

Our team can let you know about upcoming availability and planned restocks.


I would like to send an order as a gift. Are prices included in the parcel?

No. Invoices are sent exclusively by email and no document showing prices is included in the parcel, making it ideal for discreet gift delivery 🎁.


Shipping costs & delivery times

The following delivery conditions apply to Switzerland and Liechtenstein.

  • Free standard delivery from CHF 65.–
  • Standard delivery for orders under CHF 65.–: CHF 7.50
  • Express delivery: CHF 9.–

Delivery times after dispatch

  • B-Post (standard): 2 to 3 business days
  • A-Post (express): 1 business day

A confirmation email is sent as soon as your order leaves our warehouse.

If your parcel has not arrived within one week after dispatch, please contact us at contact@koceane.ch.

Deliveries are handled by Swiss Post.

 

Order tracking

Your tracking number is provided in the shipping confirmation email sent by KO·CEANE or Swiss Post.

We also recommend checking your spam folder. Tracking is available online at any time.


Free delivery

In Switzerland and Liechtenstein, standard delivery is free for orders of CHF 65.– or more.

A-Post and registered delivery options are available for an additional charge.

If your mailbox is publicly accessible or you have previously experienced delivery issues, we strongly recommend choosing registered delivery with delivery confirmation.

Please note: if a parcel is returned because of an incorrect address or because it could not be received for reasons beyond our control, reshipping costs cannot be covered by KO·CEANE. Please check your details carefully before confirming your order.


Tracking says “delivered” but I have not received anything

First, please check with your neighbours or other people in your household or building.

If the parcel still cannot be found, it may unfortunately have been stolen.

In this case, you can file a report with your local police and contact your household insurance provider.

KO·CEANE cannot be held responsible for parcels once delivery has been confirmed by the carrier. For added security, we recommend delivery with signature.