We are often asked //
FAQ
We’d love to help you no matter what your inquiry is about, and we hope to assist you a little by answering the most frequently asked questions here. You are always welcome to contact us using the form below.
When will my package be delivered?
The delivery time for your order to a Danish address is normally 2–3 business days. Orders placed on weekends or public holidays will be shipped on the next business day.
Delivery times are indicative and may change if the shipping partner experiences delays. Cocohagen A/S is not responsible for guaranteeing a specific delivery time.
We ship to the delivery address provided by you. It is your responsibility to ensure that the address is complete and correct. We deliver to parcel shops, business addresses, and private addresses. All items are shipped via Bring, DAO, UPS, and GLS. These delivery options may change over time.
Can I cancel or change my order immediately after placing it?
If you wish to make changes or cancel your order immediately after placing it, please email us at webshop@cocohagen.dk. We’ll assist you as best we can.
If your order has already been shipped, it is not possible to make changes, and we refer you to our return policy.
My package has been returned from the parcel shop – what can I do?
If you did not pick up your package on time from the parcel shop you selected, the package will be returned to us, and your payment will not be refunded.
We can resend the package to you if you wish. You will receive an email asking you to pay the shipping cost associated with the return. Please email us at webshop@cocohagen.dk.
You must contact us no later than two business days after your package has been returned from the parcel shop if you want it to be resent. In other cases, the items will unfortunately be destroyed to ensure high food quality for other customers.
I have not received my order
If you have not yet received notification that your order has been packed and shipped, we ask for a little patience. We are working on it and will hurry, and you will receive an email once your items have been sent.
If your order hasn’t arrived, even though you have received an email confirming it is on the way, you can contact us at webshop@cocohagen.dk or via the contact form and provide your order number. We will help you track it down.
I am missing something from my order
If you are missing something from your order, it may be due to one of two reasons: either we made a mistake, or part of the order was lost during shipping. In either case, we will make sure you receive your items. Please email us at webshop@cocohagen.dk
Sold-out variant – when will it be available again?
From time to time, some of our Cocohagen products sell out, and since our in-house, hand-held production is run by human hands, it may take a day or two before the sold-out variant is back in stock. As soon as we know the restock date, we will make sure to post it on the product page.
Cookies og privatlivspolitik
When you visit our website, information about you is collected to customize and improve our content and to increase the relevance of the ads displayed on the site. If you do not wish for information to be collected, you should delete your cookies (see instructions) and refrain from further use of the website. Below, we explain which information is collected, its purpose, and which third parties have access to it.
COOKIES
The website uses “cookies,” which are text files stored on your computer, mobile device, or similar, to recognize it, remember settings, perform statistics, and target advertisements. Cookies cannot contain harmful code such as viruses.
It is possible to delete or block cookies. See instructions: delete or block cookies.
If you delete or block cookies, ads may become less relevant to you and appear more frequently. You may also experience that the website does not function optimally or that some content is inaccessible.
The website contains cookies from third parties, which may include:
PERSONAL DATA
General
Personal data includes any information that can, directly or indirectly, be linked to you. When you use our website, we collect and process such information. This happens, for example, when you browse content, subscribe to our newsletter, participate in competitions or surveys, register as a user or subscriber, use other services, or make purchases via the website.
We typically collect and process the following types of information: a unique ID and technical information about your computer, tablet, or mobile device, your IP address, geographic location, and the pages you click on (interests). If you explicitly consent and provide information yourself, we may also process: name, phone number, email, purchase history, address, and payment information, typically in connection with purchases.
Security
We have implemented technical and organizational measures to prevent your information from being accidentally or unlawfully deleted, published, lost, degraded, accessed by unauthorized persons, misused, or otherwise processed in violation of the law.
At Cocohagen, we take confidentiality very seriously and have internal processes to ensure the privacy of our customers. When you make a purchase at Cocohagen, you accept that we may use your personal data in connection with your order. This means that all employees at Cocohagen may access your name, phone number, and email. This is used, for example, to look up your order or answer questions about it. Your information also appears on your invoice, which is used by our warehouse staff to pick your items.
If you provide your email or phone number, you accept that you may be contacted via newsletter or SMS. You can always contact us at cocohagen@cocohagen.dk to have your data deleted.
By using our website, you accept our privacy policy and the use of cookies by accepting the cookie consent box on the website.
Purpose
Information is used to identify you as a user and show you the ads most likely to be relevant, to record your purchases and payments, and to deliver the services you requested, such as sending a newsletter. Additionally, the information is used to optimize our services and content.
Data Retention Period
Information is stored for the period allowed under the law and is deleted when no longer necessary to fulfill the purposes mentioned. The retention period depends on the nature of the information and the reason for storage. Therefore, no general timeframe can be given, but the following applies:
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Upon request, we will delete your personal information.
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Purchase and delivery information is stored for a maximum of 5 years after the purchase, in accordance with accounting legislation.
Sharing of Information
Data about your website use, the ads you receive and click on, geographic location, gender, age segment, etc., may be shared with third parties to the extent known. See the “Cookies” section above for the third parties involved. Information is used for targeted advertising.
We also use third parties for storing and processing data. These parties only process information on our behalf and may not use it for their own purposes. For example, GLS/PostNord are used for your order so that you can track it after it leaves Cocohagen.
Personal information such as name and email will only be shared with your consent. We only use processors within the EU or in countries that provide adequate protection of your data.
Access and Complaints
You have the right to know which personal data we process about you. You can also object at any time to the use of your information. You can withdraw your consent for processing your data. If the information we process about you is incorrect, you have the right to have it corrected or deleted. Requests can be sent to: cocohagen@cocohagen.dk
If your data processing is based on your consent, you can withdraw it at any time. Withdrawal does not affect the legality of processing that occurred before the withdrawal.
If you wish to complain about our processing of your personal data, you may also contact the Danish Data Protection Agency, but we encourage you to contact Cocohagen first so we can review the case and ensure your rights are met.
Publisher
The website is owned and published by:
COCOHAGEN
CVR 37242365
Humlebæk Strandvej 71
3050 Humlebæk
Phone: +45 5122 3364
Email: cocohagen@cocohagen.dk