Frequently asked questions

General questions

What is the status of my order?

Once you have placed your order, we will send you a confirmation email so you can track the status of your order.

Can I change my order?

We can only change orders that have not yet been processed for delivery.

Once your order status is "Preparing for delivery", "Shipped" or "Delivered", we can no longer make changes to your order.

pay

What payment methods do you accept?

We accept the following two main payment methods:

• PayPal: colody.de    primarily uses PayPal to process secure payments. Through PayPal we accept MasterCard, VISA, American Express and Discover. 
• Secure credit card payment:     We also accept credit card payments with Visa, Mastercard, American Express and Discover cards. 

What currency will I be charged in?

All our payments are processed in euros. If your credit or debit card uses a different currency, your bank will use the conversion rate for your chosen currency, depending on which website you are on.

Do you offer 3 or 4 payment options?

We accept 3-way payment.

Transport

Where do you deliver?

We ship worldwide, including Asia, North and Central America, Europe and Oceania, and offer payment options via PayPal and credit card.

How long will it take to ship my order?

Once you have placed your order, it usually takes 3-7 days to process.

The delivery time depends on the delivery method you choose.  

How can I track my package?

Once you have placed your order, we will send you a confirmation email so you can track the status of your order.

What if I'm not home?

If you are not at home, a new delivery will take place the next day or the delivery partner will contact you to arrange a new delivery date, depending on the country and delivery method you have chosen.

You may also need to pick up the package from your local post office if it cannot be delivered to you.

Returns

Do you accept returns?

We accept returns under the following conditions:

- The product must have been sold in our online store

– The product must not have been used in any way

- Requests for returns or exchanges must be made        within 14 days of delivery. 

If you would like to request a refund, please contact our customer service.

Can I exchange the product?

We accept exchanges under the same conditions as returns.

If you want to exchange the product, please indicate when making a return with us that you want to exchange the product for another product.

Are returns free?

To return the product, please contact customer service to obtain a return address. Once you have received the address, pack the product securely in the original packaging and include the receipt.

In some cases, returns are free of charge. If you return a product and the reason for the return is not a Finlandor error, the return costs will be deducted from your refund.

How long does it take to process a refund?

Returns will be confirmed    within 14     days of receiving the package at our warehouse. 

Once your return is approved, your refund, exchange, or credit note will be processed    within 14     days of our customer service accepting the return.