Delivery & Return

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 30 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.