YOUR QUESTIONS

Diatomite is a natural mineral stone made from fossilized aquatic remains. Very porous, it retains up to 150% of its weight in moisture, which gives it a great absorption power. Its almost instantaneous drying prevents the development of bacteria and mold, as well as eliminates bad odors.

1. Before first use, a thin layer of diatomite powder may appear on the surface of the mat, this is normal because the mat is new. Simply wipe it with a damp cloth before using it. Over time, diatomite powder, a colored stain, or a small scratch may appear and this is normal since diatomite is a natural material (absorption quality will not be affected). If you notice a particular smell upon unpacking, don’t worry, it is harmless and non-toxic and will disappear after a few uses.
2. Place your KOOROO mat on a flat surface. The 5 silicone pads already attached under the mat are non-slip and also help air circulate more easily between the floor and the mat, for optimal drying and greater mat longevity.
3. You can now use Kooroo™ after your shower/bath, we recommend draining the excess water from your body before stepping onto the mat to avoid soaking it directly.
4. When you have finished drying yourself, we recommend placing the mat vertically from time to time so that it can evacuate moisture more effectively and for longer (for example, leaning against a wall).

Diatomite stone is antimicrobial due to its physical properties and not by the use of chemicals. In its raw state, diatomite attracts and gathers bacteria and parasites, which it dries out and kills.

These are anti-slip mat pads that also help distribute weight evenly when you walk on the mat, preventing any breakage due to floors that are not 100% level. Finally, it speeds up the drying of your bath mat by allowing air to flow between the floor and the mat.

1. Do not hesitate to place Kooroo™ against a wall from time to time so it can fully air out and regain its original properties.
2. If dust or a stain remains on the surface of the rug, clean with a damp cloth. If that is not enough, lightly sand the area with the sandpaper provided with the rug, then remove the powder with a damp cloth. If you have lost the sandpaper or have none left, buy sandpaper with a grit between 120 and 180.
3. If the stain is still there, use hydrogen peroxide or a natural cleaner of your choice and scrub. You can watch our tutorial video here.
4. For a longer life of your Kooroo™ bath rug, we recommend following these instructions:
   • Handle the rug gently. It could break if it falls or is subjected to impact.
   • Use the rug with clean, bare feet to avoid soiling it.
   • Let the product dry naturally and avoid any direct exposure to sunlight or near a heat source.
   • Do not use soap or detergent to wash the rug as they can alter its absorbency and stain it.
   • Do not expose the rug to colored or greasy substances, as they can stain it.

The lifespan of the Kooroo™ bath mat can vary greatly depending on the number of people using it and the care taken to maintain it. If you notice that the absorption capacity has decreased, sand the entire surface of the mat with the sandpaper provided with it and wipe the powder off with a damp cloth (if you have lost the sandpaper, buy one with a grit between 120 and 180 or similar). Place Kooroo™ vertically immediately after use so it can fully breathe and regain its properties. This will extend its lifespan!

Due to the change in absorption depending on the number of uses, we guarantee your mat for 1 year. Kooroo™ is not a miracle product that will last your entire life but a product made from fossilized natural materials that will evolve over time. It is not unusual to buy a Kooroo™ mat again to replace yours after a certain period.

If your carpet is broken and unusable as is, you can put pieces in a cotton bag and place it in a shoe closet, a wardrobe, the toilet, or a drawer to absorb moisture or deodorize.

• You can wipe it with a damp sponge or cloth to maintain it.

• If a buildup of dry soap forms over time, soak the soap dish in hot water, scrub, and rinse.

• If a stain remains, lightly sand the area with sandpaper (grit between 120 and 180), then remove the dust with a damp cloth.

• If the stain is still there, use hydrogen peroxide or a natural cleaner of your choice and scrub.

• Diatomite stone
• Plant fibers
• Quartz sand

We offer several payment options. You can make your purchases using major credit cards such as Visa, MasterCard, American Express, Apple Pay, JCB, and Discover. We also accept payments via Paypal. Please note that we do not accept payments by check or bank transfer. However, if you have specific needs, do not hesitate to contact us and we will find a suitable solution.

Absolutely! We place great importance on the security of your information. Our payment and account creation page is fully secured with an SSL certificate, thus ensuring that your sensitive data cannot be intercepted by third parties.

Our company never has access to credit card numbers at any point during the transaction. Therefore, we cannot reuse or store them for later use.

In order to prevent fraud risks and ensure the security of your payments, we perform random checks on certain transactions. This process is known as "3D Secure" and aims to verify your identity as the legitimate owner of the bank card used during your order. When you make a payment, you will generally be asked to provide additional authentication by entering a confidential code known only to you.

Our products are stored in France and shipped from our logistics warehouse. We process your order from Monday to Friday, from 9 AM to 5 PM. Preparing your order will take 1 to 2 business days (Monday to Friday).

Regarding delivery, the timeframe varies from 24 to 72 additional hours (it may be a bit longer if you live abroad), depending on the delivery service you choose. During school holidays and peak periods, delivery times may be affected.

Delivery fees depend on the number of items you order and the total amount of your order. Delivery fees will be displayed at checkout.

As soon as your order is shipped, you will receive an email containing the tracking number and the "tracking", which will allow you to follow your package until its delivery.

You can also find your tracking number directly in your customer account.

We ensure the delivery of our products throughout Europe. Unfortunately, we do not offer delivery to the DOM-TOM due to excessively high shipping costs. However, if you still wish to obtain a KOOROO product, please contact us at hello@koo-roo.com explaining your situation. We will do our best to find a solution.

If the carrier requires a signature from you upon delivery and you are not present, you will have the option to schedule a new delivery or pick up the package at a pickup center of your choice, usually the one closest to your delivery address. It is also possible that you will be notified by SMS or email before the delivery to choose a time slot that suits you.

We deliver via different delivery companies: Colissimo, Mondial Relay, DPD, Colis privés, and Chronopost.
Depending on the option you have chosen, you will be notified by email of the tracking number and the name of the carrier. In case you need to contact them, we recommend doing a search directly on the internet (for example, type: "Mondial relay customer service number"), you will then have the most up-to-date information possible.

Customers residing in Switzerland and in countries outside of Europe may be subject to import fees.

Please note that these additional fees are not included in the price displayed on our website and are independent of our company. They depend on the customs regulations of your country. If you are required to pay these fees, they will be your responsibility.

We would be sorry if you receive an incorrect or damaged item. In this situation, please contact our customer service hello@koo-roo.com as soon as possible and send us photos corresponding to your case. We will do everything possible to quickly find the best solution.

We would regret this decision :( However, you just need to contact our team via the e-mail address hello@koo-roo.com

If the return is due to a defective product, the return shipping costs will be covered by our company. However, if you return the product because you changed your mind, you will be responsible for the return shipping costs. Please note that it is important to respect the 30-day return period from the receipt of your order.

Please send your return request by e-mail to hello@koo-roo.com. We will provide you with the instructions to follow 😉. Once we have received and checked the condition of the returned product, we will proceed with the refund.

Due to logistical and hygiene constraints, we do not perform exchanges. However, you will be refunded for the order concerned and you will need to place a new order if you want another product.

If you have requested a refund for your order, depending on the situation, it may be necessary for us to wait to receive the returned product before refunding you. Once our teams have validated the return, the funds will be credited to the payment method you used. The refund will appear on your account within a maximum of one business week from the receipt of the refund confirmation.

You have 15 days from receipt of your order to contact us and return your product(s).

Yes! Our products come with a 1-year warranty against any manufacturing or raw material defects, under normal use. The warranty takes effect from the delivery date. However, please note that the warranty will not apply if the issue results from abnormal use, incorrect handling, intentional damage to the product, or normal wear and tear.

⚠️ Due to the change in absorption depending on the number of uses, we guarantee your mat for 1 year. Kooroo™ is not a miracle product that will last your entire life but a product made from fossilized natural materials that will evolve over time. It is not unusual to buy a Kooroo™ mat again to replace yours after a certain period.