FAQ - Frequently Asked Questions
1. Orders & Payments
What payment methods are accepted?
We accept payments by credit card (Visa, Mastercard, Amex), SEPA transfer, as well as payment in installments via Stripe or Shop Pay.
Can I pay in installments?
Yes, payment in installments is offered at checkout, depending on the options displayed by our partner Shop Pay.
Can I cancel my order?
As long as your order hasn't been shipped, you can cancel it. Simply contact us at: info@koddel.com .
Delivery & Tracking
What are the delivery times?
– 3 to 5 working days for items in stock
– 6 to 10 working days for out-of-stock items*
(*excluding custom or exceptional parts)
Do you ship internationally?
Yes, we ship to Europe and many international countries. Delivery times may vary depending on the destination.
Are delivery costs free?
Delivery charges may be waived depending on the period and current offers. This will always be specified before confirming your order.
Can I track my order?
Upon shipment, you will receive a tracking link by email. If you have any questions, our customer service team is available to assist you.
International Deliveries
Which countries do you deliver to?
Metropolitan France: Standard and express delivery available
European Union: Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Spain, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Czech Republic, Romania, Slovakia, Slovenia, Sweden
International: Switzerland, United Kingdom, Canada, United States, Australia Other destinations on request - contact us
What are the delivery times?
| Area | Standard Delay | Express Delivery |
|---|---|---|
| Metropolitan France | 2-3 working days | 24-48 hours |
| European Union | 5-7 working days | 3-4 working days |
| International | 10-16 working days | 5-7 working days |
Delivery times are given as an indication and may vary depending on local conditions.
What are the delivery rates?
Metropolitan France
- Free from 129€ of purchase
- Standard : €8.90
- Express : €15.90
European Union
- Standard : €19.90
- Express : €35.90
International
- Standard : €35.90
- Express : €65.90
Rates updated regularly according to carriers
Who are your carriers?
We work with Chronopost (La Poste) and TNT to guarantee:
- Real-time tracking of your order
- Professional management of customs formalities
- Dedicated customer service in case of problems
- Transport insurance included
Customs duties and taxes
For orders in the European Union
- French VAT applied (20%)
- No additional customs fees
For orders outside the EU (Switzerland, UK, etc.)
- Packages are shipped DDU (Delivered Duty Unpaid)
- Customs duties and local taxes are your responsibility
- These fees vary depending on your country and are not included in our prices.
- Our carriers handle the administrative formalities
Customs classification: Our glass products are classified under code 7013
Need to estimate fees? Check your country's customs website or contact us.
Order tracking
After shipping, you receive:
- Confirmation email with tracking number
- Tracking link to follow your package in real time
- Information SMS (depending on the carrier)
Where to track your order:
- Chronopost: www.chronopost.fr (section "Track a package")
- TNT: www.tnt.fr (section "Tracking")
- Directly via the link in your confirmation email
Frequently Asked Questions
The product I want seems unavailable, what should I do?
Contact us! This may be a temporary display issue. Our advisors will check stock in real time.
Can I change the delivery address after ordering?
Contact us promptly. Depending on the progress of the preparation, we may be able to change the address or redirect the package.
What should I do if my package is damaged?
- Keep the packaging and take photos
- Contact us within 48 hours with the photos
- We manage the declarations with the carrier
- Free replacement guaranteed
My package is stuck in customs, what should I do?
- Check the tracking : often resolved in 24-48 hours
- Contact the carrier with your tracking number
- We assist you if you need additional documents
📞 Need help?
Email: info@kodde.com
Online Chat: Available Monday to Friday, 9am-6pm
Telephone: Change in progress (office hours)
Guaranteed response within 24 hours for any questions about your international deliveries.
Returns & Refunds
How to return an item?
You have 14 days upon receipt to notify us of your return request. Contact us by email and we will tell you how to proceed.
How quickly will I be reimbursed?
Reimbursement is made within a maximum of 14 days after receipt of the compliant return.
An item arrived damaged, what should I do?
Contact us within 48 hours of delivery with supporting photos. We will offer you a replacement or a suitable refund.
About our parts
Are your products made in Europe?
The majority of our selection comes from partnerships with European artisans, working with respect for materials and design.
Are all parts in stock?
Some items are available immediately, while others are available in limited quantities or made to order. This is indicated on each product page.
What is a unique piece at Koddel?
This is an item made in a single copy or in a very limited series. These creations are indicated as such on their description sheet.