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.
Terms and Conditions
Terms and Conditions
This website and webshop are operated by:
Cocohagen A/S
Humlebæk Strandvej 71
3050 Humlebæk
CVR: DK 37242365
Organic certification: DK-ØKO-100
General Terms and Conditions
Prices:
All prices listed on the webshop are, unless otherwise stated, final prices including VAT. All prices are in Danish kroner unless otherwise noted.
All prices displayed on the webshop after logging in via B2B access (wholesale) are excluding VAT.
Shipping costs may be added if the order does not exceed a defined amount:
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Private customers: free shipping for orders over DKK 399.00
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Business customers: free shipping for orders over DKK 2,500.00
Shipping costs are calculated based on different parameters and displayed at checkout.
All amounts shown on the website exclude delivery costs.
We reserve the right to change the prices of our products without notice.
Payment
Cocohagen A/S accepts online payments via Dankort, Visa/Dankort, Visa, and MobilePay Online. No transaction fees are added to your purchase.
Payment for your order is only charged when the item is shipped, unless otherwise agreed or specified in your order.
Cocohagen A/S uses secure payment systems (Shopify Payment, Quickpay, and NETS) that encrypt all information.
Delivery
Delivery time to a Danish address is normally 2–3 business days. Orders placed during weekends or public holidays will be shipped 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 the address is complete and correct.
We deliver to parcel shops, business addresses, and private addresses.
All items are delivered via Bring, DAO, UPS, and GLS. Delivery options may change over time.
Returns and Right of Withdrawal
As Cocohagen.dk sells perishable food items, no returns are allowed for purchased and paid goods, in accordance with the Danish Consumer Contracts Act, Section 18, subsections 3 and 4, and Chapter 3.
You cannot cancel your purchase for online or physical orders. You also cannot simply refuse delivery. If you refuse to accept the item, it will be returned to Cocohagen, and your payment will not be refunded.
If the item does not meet your expectations – tastes bad, is expired, or damaged – your purchase will be reimbursed.
If you fail to pick up your parcel from a parcel shop on time, you can contact us to have the package resent, subject to a new shipping fee.
If you regret your purchase, we recommend giving your Cocohagen treats to a friend who will hopefully enjoy them ;)
Privacy Policy
When you purchase a product and provide your information, we receive customer data. As the data controller, we handle your personal information securely and confidentially. Your personal information is only used and stored for the purposes for which it was collected.
We use third parties for processing some of our information, including shipping management, which is not developed by Cocohagen. We have entered into data processing agreements with our partners to ensure they comply with applicable data protection regulations. You can read our privacy policy here.
Complaints
You can email webshop@cocohagen.dk if you want to contact us, have questions, or wish to file a complaint. We strive to respond within 2–3 business days.
Best regards,
The team at Cocohagen :)