Delivery & Returns

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

Regarding delivery, the time ranges from an additional 24 to 72 hours (it can be a little more if you live abroad), depending on the delivery service you choose. During school holiday periods and busy periods, delivery times may be affected.

Delivery costs depend on the number of items you order and the amount of your order. Delivery costs will be displayed when finalizing your order.

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

Also find your tracking number directly in your customer account.

We ensure delivery of our products throughout Europe. Unfortunately we do not offer delivery to the French Overseas Territories due to high delivery 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 collect the package from a collection center of your choice, usually the nearest one. of your delivery address. It is also possible that you will be notified by SMS or email before delivery to choose a 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. If you need to contact them, we recommend that you do a search directly on the internet (type for example: "Mondial relay customer service number"), you will then have the most up-to-date information possible.

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

Please note that these additional charges are not included in the price displayed on our website and are independent of our company. They depend on your country's customs regulations. If you are required to pay these costs, 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 we can to quickly find the best solution.

We would regret this decision :( However, simply contact our team via the email address hello@koo-roo.com

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

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

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

If you have requested a refund for your order and 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 in your account within a maximum of one working week from receipt of the refund confirmation.

You have 30 days from receipt of your order to contact us and return your product(s).

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

⚠️ Due to the evolution of 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 based on fossilized natural materials that will evolve over time. It is not unusual to buy a Kooroo™ mat to replace yours after a certain time.