Overview
All products featured on our website are stored at our European warehouse located in Kaunas, Lithuania. This strategic location enables us to offer free delivery throughout Europe (except Greece) and typically, deliveries within the European region are completed within approximately 7 working days. Additionally, we provide delivery to other international destinations, with shipping charges applying and delivery times ranging approximately from 7 to 14 working days. We ensure that all orders placed on a business day before 16:00 (UTC+2) are prepared and handed to our courier partners on the same day. We collaborate with DPD, FedEx, GLS, and Postal Services to manage both our European and International deliveries efficiently.
Delivery Conditions
Shipping costs are calculated by weight, which is listed under the 'Additional Information' tab on each product page. Because item weights may vary slightly, exact delivery rates are displayed at checkout once items are added to the cart and a shipping address is entered.
Estimated delivery dates provided in the table below are indicative only and may be subject to minor delays due to courier-related issues or other force majeure events. Such delays are beyond our control and do not constitute grounds for liability.
Europe
International
* For countries not included on the list, we charge a shipping fee of 100 €, subject to a maximum cart weight of 14 kg.
Important information regarding VAT and Duty costs
- Prices provided in the table are VAT excluded. VAT does not apply to customers outside European Union, including United Kingdom, Monaco, Switzerland and Norway.
- Customers in the United Kingdom are obligated to pay UK duties and VAT on orders with a value greater than £135. It is important to note that VAT is applied to the total value, which includes both the price paid for the goods and the shipping costs.
- If the customer refuses or fail to pay these charges, the courier may return, abandon, or destroy the shipment at your cost, and we do not refund the goods or shipping.
- If the courier is unable to collect these charges from you and invoices us instead, we reserve the right to add the outstanding amount to your next order, and we may withhold fulfillment of that order until it is paid.
US / Canada Shipments
- Orders shipping to the United States and Canada are sent DDP (Delivered Duty Paid): all applicable import duties, taxes and customs fees are covered by us and included in your order. Customer will not be charged any additional fees on delivery.
Shipping Address Responsibility & Non-Refundability
Please ensure your shipping address is accurate and complete before completing your purchase. Because our products are perishable consumables shipped internationally, we cannot issue refunds, replacements or accept returns for orders that fail to deliver due to an incorrect or incomplete address provided at checkout.
Once an international order has been dispatched, address modifications are generally not possible. If a package is returned to us due to an invalid address, it must be destroyed in compliance with health and safety regulations and cannot be resold. If your order is returned or delivered incorrectly due to an address error, a new order will need to be placed.
Refund Policy
Customers may return an item within 14 days of receipt. To qualify for a return, the item must be unused, in the same condition as it was received, and contained in its original packaging. A receipt or proof of purchase is required to complete the return. Please note that diapers are considered a hygiene product; therefore, if a diaper pack has been opened, it will not be eligible for return.
Return Inspection and Refund Process
Upon receiving a returned item, we will inspect it and notify the customer of the receipt. We will inform the customer about the status of their refund after the inspection is completed. If the return is approved, we will initiate a refund to the bank account from which the order was paid. The funds will appear in the customer's account within a specific number of days, depending on their bank's policies.
Shipping and Refund Costs
Shipping costs are non-refundable unless the refund is due to an error by kobioki.com, in which case we will cover all associated shipping costs. If a refund is requested for any other reason, the customer must cover the return shipping costs, which will be deducted from the refund.
Additionally, if a shipment is not claimed due to the customer's scheduling issues or failure to respond to notifications, and is returned by the courier, the refund will exclude original shipping costs, regardless of whether free shipping was provided.
In all cases where a refund is initiated for reasons not caused by kobioki.com, the customer must cover both the initial shipping and return shipping costs. Shipping fees are applied according to the standard delivery fee table, even if free shipping was originally provided during the purchase. Return shipping costs are calculated as the original shipping cost plus an additional 30%.
For details on shipping costs, please refer to the "Delivery and Return" page under the "Delivery Conditions" section on kobioki.com.
For any questions regarding our refund policy or to initiate a return or refund, please contact us at [email protected].
Frequently Asked Questions
Shipping
We ship globally to over 200 countries. You can find a detailed list of available countries on our "Delivery & Return" page.
Shipping costs vary depending on the destination and the weight of your order. You can view the estimated shipping costs at checkout after entering your shipping address. Alternatively, you can calculate approximate costs on our "Delivery & Return" page.
Delivery times vary based on the shipping method and destination. Standard shipping within Europe usually takes up to 7 business days, whereas international shipping outside of Europe can take up to 14 business days.
Yes, once your order is shipped, we will send an email with a tracking number and active link to tracking page.
If you suspect your order is lost, the fastest recommended approach is to first check where your shipment was last recorded. If it appears to be stuck locally, we advise contacting the local delivery service to investigate the issue further. Should this not resolve the matter, please reach out to our customer service team. We will initiate a trace with the carrier, and if the package is deemed lost, we will either resend your order or offer a refund.
Refund
Customers can return items within 14 days of receipt. To be eligible for a return, items must be unused, in the same condition as received, and in their original packaging. A receipt or proof of purchase is necessary. Please note that opened diaper packs are not returnable due to hygiene concerns.
Please contact us at [email protected] to initiate a return. Follow the instructions provided to ship your item back to us.
After receiving your returned item, we will inspect it and notify you about the status of your refund. If approved, a refund will be issued to the original method of payment. The timeframe for the refund to appear in your account depends on your bank’s policies.
Shipping costs for returns are non-refundable and will be deducted from your refund unless the return is due to an error on our part, in which case we will cover all shipping costs.
If you receive a defective or incorrect item, please contact our customer service immediately at [email protected]. We will arrange for the item to be returned at no additional cost to you and organise a refund or replacement.