FAQ
Shipping & Delivery
What shipping options are available?
We ship climate-friendly with DHL and Deutsche Post. Your order will be packed quickly – orders placed before 12 noon usually leave our warehouse the same day and typically arrive within 2-4 business days.
Where is my delivery?
Once your order has been shipped, you'll receive a tracking number via email that you can use to track your delivery at any time. If you haven't received a tracking number, please contact us – we'll be happy to assist you.
Do delivery and returns cost anything?
Shipping costs €4.95 – free for orders over €39. Returns are generally possible, but the customer bears the shipping costs.
What can I do if I ordered to the wrong address?
If you have provided an incorrect delivery address, please contact us within one hour of placing your order via our contact form, email, or phone. If your order hasn't been shipped yet, we'll be happy to update the address for you.
I received a damaged package.
We're sorry! If your package arrives damaged, please contact us immediately – by email, phone, or using our contact form. We'll quickly and reliably find a suitable solution.
Return & Refund
What warranty and complaint options does kela offer?
If you don't like your product, you can easily return it within 30 days – without giving a reason. If your item arrives damaged, please contact our customer support directly. We'll quickly find a solution that suits you.
How does the exchange and return process work at kela?
If you would like to return or exchange an item, please contact us first. You will then return the products to our warehouse. Please note: The return label is not included; shipping is at your own expense. We recommend insured shipping with DHL to ensure your package arrives safely. Upon receipt, we will carefully inspect the condition of the items and refund you within 5-10 business days.
How does the refund of my purchase amount work?
Once your return has been received and inspected at our warehouse, we will refund your purchase amount to your original payment method within 5–10 business days. Our customer support team is available to assist you with any questions.
Can I return multiple orders together?
Yes, you can return multiple orders in one package. Please contact us beforehand and provide both order numbers. This way, we can quickly and correctly allocate your return.
Do I have to pay shipping costs if I return an item?
Yes, shipping costs for returns are currently borne by the customer. We recommend insured shipping with tracking to ensure your return arrives safely.
payment
When will my return be refunded?
Once we receive and inspect your return, your refund will be processed within 5-10 business days using your original payment method. You will receive an email confirmation once the refund has been processed.
How do I get a copy of my invoice?
Your invoice will be sent automatically by email once your order is complete. If you haven't received it, just contact us – we'll be happy to send you a copy.
What payment methods are available?
You can pay securely and conveniently with us – with Shop Pay, debit or credit card, Apple Pay, Google Pay, or PayPal. Simply choose the payment method that suits you best.
My customer account
How do I change my password, email, or name?
You can easily change your personal information yourself. To do so, log in to your Cosumy customer account and select the relevant fields in the "Account Details" section—e.g., password, email address, or name. If you need help, our customer support is always available to assist you.
How can I delete my customer account?
If you would like to delete your customer account, please contact us by email or using our contact form. For data protection reasons (GDPR), deletion is not possible over the phone.