Contact Form

Contact Form

Please write us an email.

We are happy to get in touch with you.

Allgemeine Beratung

 I have a question about a product

Please let us know which product you are interested in and we will contact you as soon as possible.

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I need individual advice.

We are happy to advise you personally during our telephone service time from Mon - Fri: 9:00 - 12:00am CET under: +49 (0) 89 24 88 10 444.

Have you already tried our babywearing personality test? https://kokadi.de/en/130/carrying-type-test

Do you want individual advise and would like us to call you? Please use the contact form to request a call.

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What baby carrier models do you offer?

We offer a selection of different models. In addition to the woven wrap and ring sling, you can choose from Flip, TaiTai, WrapStar, WrapTai and onbu. You can view our different baby carrier models here: https://kokadi.de/babytrage-modelle

How do I properly put on my baby carrier?

Each carrier comes with an instrucitonal booklet. You can find our instructional videos here: https://kokadi.de/en/128/carrying-instructions

How do I properly use my baby wrap?

Each wrap comes with an instructional booklet. You can find our instructional videos here: https://kokadi.de/en/128/carrying-instructions

How do I care / wash my KOKADI?

You will find many useful tips for the care of your KOKADI product here: https://kokadi.de/pflegehinweise

Other issues.

If you have not found the answer to your question, please fill in this form.

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Deine Bestellung

What is the status of my order?

You can see the status of your order in your customer account under my order. You will be informed about every step of your order.

Ordering process:

  • After successfully placing order, you will receive an order confirmation with all the important information by e-mail.
  • We will confirm the receipt of payment for your order by email.
  • Once your order leaves our warehouse, you will receive an email with shipping information as well as an invoice.

You placed your order as a guest? Please use our contact form.

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I would like to change the delivery address.

Unfortunately, this is technically not possible with our system. Please check your address information before submitting the order. It is possible to add a separate delivery address when ordering.

I would like to merge two orders.

Unfortunately, we do not offer this service. We therefore kindly ask you to checkif all items are in your shopping cart before submitting your order. Please note that shipping costs are automatically incurred for each order placed a subsequent refund is not possible.

I have not received an order confirmation.

After each successfully completed order process, we will send out an order confirmation by e-mail. Please check your spam filter if you did not receive a confirmation. Also, check if you may have used a different e-mail address to place the order. The status of your order can be seen in your customer account under "my order".

I want to cancel my order.

As long as your order has not been shipped, you can cancel the order. Please not that we can only cancel a complete order. Partial cancellations of items are technically not possible. Orders can only be canceled if they have not been shipped yet. It is possible, that your order has already been cleared for shipping even though you have not received a shipping confirmation. If this ist he case, we cannot cancelt he order at that timeThank you for your understanding.
For a cancellation please inform us as soon as possible with the information requested in the contact form.

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I want to revoke my order.

Revocation right for consumers

(A ‘consumer’ is any natural person who concludes a legal transaction which, to an overwhelming extent, cannot be attributed to either his commercial or independent professional activities.)

Instructions for revocation

Revocation right
You have the right to revoke this contract within fourteen days without specifying any reasons.
The revocation period is fourteen days with effect from the day, 

  • on which you or a third party nominated by you, which is not the carrier, had taken possession of the products, provided you had ordered one or more products within the scope of a standard order and this/these product/products is/are delivered uniformly
  • on which you or a third party nominated by you, which is not the carrier, had taken possession of the last product, provided you had ordered several products within the scope of a standard order and these products are delivered separately
  • on which you or a third party nominated by you, which is not the carrier, had taken possession of the last part delivery or the last unit, provided you had ordered a product, which is delivered in several part deliveries or units

In order to exercise your revocation right, you must inform us (Kokadi GmbH & Co. KG, Domagkstraße 7, 85551 Kirchheim bei München, Telephone number: 089-248810444, E-Mail address: mail@kokadi.de) of your decision to revoke this contract by means of a clear declaration (e.g. a letter sent via post, fax or email). You can use the enclosed specimen revocation form for this, which however is not mandatory.

In order to safeguard the revocation period, it is sufficient that you send the notification about the exercise of the revocation right before the expiry of the revocation period.

Consequences of the revocation

If you revoke this contract, we shall repay all the payments, which we received from you, including the delivery costs (with the exception of additional costs, which arise from that fact that you selected a form of delivery other than the most reasonable standard delivery offered by us), immediately and at the latest within fourteen days from the day on which we received the notification about the revocation of this contract from you. We use the same means of payment, which you had originally used during the original transaction, for this repayment unless expressly agreed otherwise with you you will not be charged any fees owing to this repayment.

We can refuse the repayment until the products are returned to us or until you have furnished evidence that you have sent the products back to us, depending on whichever is earlier.

You must return or transfer the products to us or KOKADI Gmbh CO KG, Fischerfleck 8, 85737 Ismaning immediately and, in any case, at the latest within fourteen days with effect from the day on which you inform us of the revocation of this contract. The deadline is maintained if you send the products before the expiry of the fourteen-day deadline.

You bear the direct costs for returning the products.

You must pay for any depreciation of the products only if this depreciation can be attributed to any handling with you that was not necessary for checking the condition, features and functionality of the products.

Criteria for exclusion or expiry

The revocation right is not available for contracts

  • for delivery of products, which are not prefabricated and for whose manufacturing an individual selection or stipulation by the consumer is important or which are clearly tailored to the personal requirements of the consumer
  • for delivery of products, which can spoil quickly or whose use-by date would be exceeded quickly
  • for delivery of alcoholic drinks, whose price was agreed at the time of concluding the contract, which however can be delivered 30 days after the conclusion of the contract at the earliest and whose current value depends on the fluctuations in the market, on which the entrepreneur has no influence
  • for delivery of newspapers, periodicals or magazines with the exception of subscription contracts.

The revocation right expires prematurely in case of contracts

  • for delivery of sealed products, which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after the delivery
  • for delivery of products if they have been mixed inseparably with other goods after the delivery, owing to their condition
  • for delivery of sound or video recording or computer software in a sealed package if the seal has been removed after the delivery.

 


model - revocation form
(If you wish to revoke the contract, please fill up this form and send it back to us.)


- To Kokadi GmbH & Co. KG, Domagkstraße 7, 85551 Kirchheim bei München, Email address: mail@kokadi.de :
- I/we (*) herewith revoke the contract concluded by me/ us (*) regarding the purchase of the following  products (*) / the provision of the following service (*)
- Ordered on (*) / received on (*)
- Name of the consumer(s)
- Address of the consumer(s)
- Signature of the consumer(s) (only in case of a notification on paper)
- Date

(*) Cross out the incorrect option.

Can I add / change my order?

Unfortunately, we do not offer this service. We therefore kindly ask you to check if all desired products are included in the shopping cart before placing the order. Please note that shipping costs are automatically incurred for each order placed a subsequent refund is not possible.

Why is the order quantity limited for some items?

We reserve the right to limit items to a certain amount per household at any time.

Reklamation & Rücksendung

I have a complaint

We are happy to investigate your complaint. To quickly resove the issue, please provide all requested information and pictured of the damaged or faulty goods to us.

reasons for complaint

Transport damage;
If your parcel or its contents arrive damaged in any way, please provide us with the following information and make some photos of the damaged goods, the package and the shipping label. In case of obvious damage, please refuse to accept the delivery and contact us via the contact form.

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How do I return a product ?

You can return your order within 14 days of receiving the shipment and get your money back. Please enclose the return form and send your return to the following address:

KOKADI GmbH & Co. KG
- Retouren -
Fischerfleck 8
85737 Ismaning

  • Send the package including the completed return form back to us.
  • The choice of the shipping service provider is up to you
  • The postage costs for the returns are up to the customer
  • We recommend a shipping method that is ensured and enables you to track the shipping process. It is best to keep the receipt
  • The processing of returns can take up to 10 business days upon receipt
  • You will receive your refund through the original payment method you haveused when placing the order
  • Please note that we can only take back unwashed products in mint condition. If Instructions or bags are damaged or missing, we reserve the right to bill the amount of 30,00 €.
  • Further information on returns can be found here: https://kokadi.de/en/103/exchange-revocation
Can I exchange my ordered items?

You can return your order within 14 days of receipt with the returns form to the following address for exchange:

KOKADI GmbH & Co. KG 
- Returns -
Fischerfleck 8 
85737 Ismaning


Please note the desired exchange-item on the return form!

  • If the desired exchange product is available, we will send it to you.
  • Please check beforehand in our web shop, if your exchange request is in stock.
  • If there is a price difference between the exchange product and the ordered item, a payment request for the price difference will be mad or a credit note will be issued. We will be in touch if this ist he case.
  • Please note that we can only take back unwashed products in mint condition. If Instructions or bags are damaged or missing, we reserve the right to bill the amount of 30,00 €.
  • Further information on returns can be found here: https://kokadi.de/en/103/exchange-revocation
Transport damage

If your parcel or its contents arrive damaged in any way, please provide us with the following information and make some photos of the damaged goods, the package and the shipping label. In case of obvious damage, please refuse to accept the delivery and contact us via the contact form.

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How long does it take to process my return shipment?

If your parcel has already been returnes to us, please give us some time to properly process the return. The processing of returns can take up to 10 working days after receipt.

Can I return several orders together in one package?

If you need to return several orders in one package, then please use one return form per order number. You can find all further information on returns at: How do I return an article?

What do I do when I receive an unsolicited item?

We are very sorry, we did not send out an order correctly. Please send us  photos of the wrongly delivered item, the package and the shipping label. We will contact you immediately to sort it out.

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Versand & Bezahlung

What are your shipping rates?

The shipping rates can be found here: https://www.kokadi.de/en/shipping-costs

  • The shipping costs are a n all-in rate and include: shipping costs + packaging costs + labor costs
  • Shipping costs are incurred per order and will not be refunded.
  • In some cases, orders are automatically combined to one delivery by the system, which is also in the best interest of our environment.
  • A subsequent reimbursement of the shipping fee is not intended. We ask for your understanding.
  • In order to avoid multiple shipping costs, we kindly ask you to place all desired items in one order.

 

I received two orders in one package. Can I reclaim shipping fees?

In some cases, orders are automatically merged by our system into one delivery, which is also in the interest of our environment. A subsequent refund of the shipping fee is not intended. We ask for your understanding.

  • In order to avoid multiple shipping costs, we kindly ask you to place all desired items in one order.
  • Shipping costs apply per order.
  • The shipping costs are a flat charge and consist of: shipping costs, packaging costs and labor costs.
What is the shipping status of my order?

You can see the tracking number for your parcel under "my orders". If you made an order without a customer account (i.e. as a guest), then please contact us via the contact form, so that we can send you the tracking code per email.

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I did not receive a shipping e-mail .

The tracking number is also visible on your page under "my orders". If you made an order without a customer account (i.e. as a guest), then please contact us via the contact form, so that we can send you the tracking code per email.

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My shipping status does not change.

If the shipping status does not change for 48 hours or more, please provide us with all relevant information, so that we can check the shipping status of your order.

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How long will it take to receive my order ?
  • Your order is sent out after receipt of payment.
  • The delivery time for our products from our Classic Edition is usually 3-4 working days.
  • Delivery times vary for our Limited Editions.
  • Pre-Orders have different delivery times, which can be found in the detailed view of Pre-Order products.
  • After placing an order you will receive an order confirmation e-mail. You will also receive an e-mail after receipt of payment for your order. As soon as your order leaves our warehouse, you will receive a shipping e-mail and an invoice e-mail. You will be informed about every step of your order by us.
How can I pay?


You can pay your order conveniently by PayPal or bank transfer. Please state your order number when making your payment.

  • Payment via PayPal:
  • The KOKADI PayPal address is: paypal@kokadi.de PayPal is an online payment service from PayPal (Europe), offering real-time payment solution. For more information, please refer to www.paypal.de
  • Payment by bank transfer:
  • KOKADI GmbH and Co. KG Munich Bank IBAN: DE13 7019 0000 0002 5405 41 BIC: GENODEF1M01
  • Payment in advance:
  • After your order we will send you an automatically generated order confirmation. This also includes our PayPal and bank details.

Dein Kundenkonto

How can I change my data?

You can change your data directly in your customer account. Please go to "My Account" and then to "Overview". You can see and change all data here.

I cannot see my order in my customer account.

Apart from ordering through your customer account, you can also order as a guest. If you have ordered as a guest, then this order will not appear in your customer account. If you want to see your orders in your customer account, then you need to place the order from your customer account.

How can I redeem a voucher?

During the order process, you can enter the coupon code in the appropriate field or select the already saved voucher.

I forgot my password?

If you forgot your password, you can use the forgot password function directly at the log-in and have a new password sent to you.

Where do I see my saved vouchers?

If you are logged in to your customer account, you can see your vouchers under "My vouchers" in the "My Account" area.

How can I change my password?

Passwords can easily be changed in your customer account. Log into your account and click on Personal data under „My Account“. Now you can create a new password and confirm this entry with the current password. If you have forgotten your password, then you can use the "forgot password?" button directly at the log-in- We will then send you a new password.

KOKADI Sterne & SFP

What is an SFP?

The KOKADI Stalking Free Pass (SFP) makes it possible to secure a product before everyone else. It represents a right of first refusal. E.g., you can receive an SFP by participating in one of our competitions.

Option to buy / SFP

  • SFPs are issued exclusively by KOKADI employees, a transfer of an SFP to another person is not possible.
  • SFPs may be claimed before each release in the KOKADI shop, unless explicitly stated that the use of an SFP is not possible.
  • The SFP can only be applied to products made by KOKADI.
  • SFPs can only considered if they are sent to mail@kokadi.de.
  • The order confirmation and payment information will be sent before release.
  • The payment term for SFP orders is 7 days after receipt of the order confirmation.
  • After use, the SFP expires.
  • If, contrary to expectations, a product is not in stock, or the product order is canceled by us, the SFP can be reinstated by prior arrangement.
  • If the order is canceled or returned by the customer, the SFP cannot be reinstated.
How do I get an SFP?

You can, e.g. win an SFP

How can I redeem an SFP ?

For certain products we offer a contingent for SFPs. A request to redeem an existing SFP must be made via email. We will process the inquiries chronologically until the contingent is full. To redeem an SFP, please fill out the following contact form before the official release oft he desired product. Ee will inform you if your SFP has been registered.

We can only process your SFP request if the following points are included:

  • Design
  • Model
  • Size
  • SFP CODE
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What are KOKADI stars?

KOKADI stars are our customer loyalty program. You collect stars with every purchase and you can redeem them on the next order. For each € 1 worth of goods you will receive a KOKADI star. A KOKADI star corresponds to a price advantage of € 0.01.

How do I collect KOKADI stars?

KOKADI stars are collected with every order via your customer account in our online shop.

  • For each € 1 worth of goods you will receive a KOKADI star, which you can redeem on your next purchase.
  • The KOKADI stars can be redeemed in multiples of 100.
  • KOKADI stars can only be collected by end customers with customer accounts.
  • 1 KOKADI star corresponds to a price advantage of 0.01€.
  • A cash payment is not possible.
  • If the order is revoked or returned, the KOKADI stars received for this order will be forfeited. Already redeemed KOKADI stars will not be refunded.
How can I redeem KOKADI stars?

With every order already collected KOKADI stars can be redeemed. This is how it works:

  • The collected KOKADI stars are displayed in the shopping cart, directly at the end of the listed articles.
  • Via the slider you can determine the desired number of KOKADI stars and confirm with the button "Redeem KOKADI stars".
  • The redeemed KOKADI stars will then be displayed as a separate item in the invoice display of the shopping cart as: "KOKADI stars redeemed"
Can I gift my KOKADI stars to someone else?

A transfer of the KOKADI stars from one customer account to another customer account is not possible.

Where can I check my KOKADI stars?

The collected KOKADI stars are displayed in the shopping cart, directly at the end of the listed items.

B2B

I want to become a KOKADI B2B partner. What are the next steps?

Register here: https://kokadi.de/b2b-partner-werden as a B2B Partner and submit the necessary documents. This is how it works:

1. Registration

Fill out our contact form for new customers, so we get all necessary data to enable you as a KOKADI B2B Partner. After we approve your applicaztion, we will change your account status to retailer. You can then place your orders with this account.

2. Order

After your accreditation, you will gain access to the B2B area of our online shop. Here we present our complete assortment including prices. Put together your KOKADI assortment comfortably in our online shop and use the check-out there to submit your order. Please note that the minimum order value is € 500, - for your initial order. Your individual retailer discount is calculated per order. Your discount will be shown in the shopping cart along with shipping fees.

I would like to register as a KOKADI B2B Partner.
I have a question about my B2B order .

You can see the status of your order in your customer account under "My order". You will be informed about every step of your order.

Ordering process:

  • After successful order you will receive an order confirmation with all important information sent by e-mail.
  • By e-mail we confirm the receipt of payment for your order.
  • Once your order leaves our warehouse, you will receive a shipping and billing email.

Do you have another question about your order? Then please contact us via the contact form.

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How can I contact B2B Partner Support ?

We are happy to advise you personally Mon - Fri: 9:00 - 12:00 clock under Tel .: +49 (0) 89 24 88 10 444 (at local rates). Or send us a message.

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Professionals

What is KOKADI Professional ?

We are glad that you are interested in the KOKADI professionals program! The KOKADI professionals program is aimed at educators, midwives, caregivers, lactation consultants and anyone working professionally with mothers and their babies. As a KOKADI professionalwe will keep you up to date and you will benefit from special conditions. We want to support you in your calling!

I would like to register as a KOKADI Professional

In order to change your status to a KOKADI Professional, please follow these steps:

  • We require proof of your qualification as specialist, for example a training certificate (scan).
  • Please set up a customer account in our online shop at www.kokadi.de. Please let us know the e-mail address used to set up your customer account. After we approve you as a KOKADI professionals, we will change your account status. You now qualify for professional discounts and can place your order comfortably online.
  • Enter all relevant information in the following contact form and upload your proof of qualification. IMPORTANT: Please enter the street, house number, zip code, location and qualification (midwife, support consultant, lactation consultant, ...) in the free text field.

Your customer account status will be set to proffesional after we approve your application. We will inform you by e-mail and send you the coupon codes for the demonstrators.

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I have a question about my order as a KOKADI professional.

You can see the status of your order in your customer account under "my order". You will be informed about every step of your order by us.

Ordering process:

  • After placing your order you will receive an order confirmation by e-mail.
  • We confirm the receipt of payment for your order by email.
  • Once your order leaves our warehouse, you will receive a shipping and a billing email.

Do you have further question about your order? Please do not hesitate to contact us.

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Are there demonstration baby carriers? How can I get a demonstration carrier?

In order to support you in your work, we offer you a variety of demonstration models from our Classics at a 50% discount off the regular price. To use the offer, please register as a professional.

How can I contact the Professional service?

We are happy to advise you personally Mo - Fr: 9:00 - 12:00am : +49 (0) 89 24 88 10 444 (at local rates). Or send us a message.

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Are there any professional training courses?

We regularly offer training for specialist staff in our Head Office in Kirchheim near Munich. The current dates can be found here: https://kokadi.de/en/102/professionals