Frequently Asked Questions
At KOVA, we believe that the best gifts are more than just products — they're a way to show someone how much they mean to you. We're here to make finding and giving the perfect gift as easy as possible.
Below, you'll find answers to our most frequently asked questions. If you need any further assistance, we're always happy to help!
1. Orders & Products
What makes KOVA special?
At KOVA, we believe every gift tells a story. We carefully select products designed to bring joy, create memorable moments, and help you show the people in your life how much they mean to you.
Whether you're shopping for a partner, a friend, a family member, or yourself, we want to help you find something worth giving.
How do I place an order?
Shopping with KOVA is easy! Simply browse our collection, choose your favorite product, add it to your cart, and proceed to checkout. Follow the steps to enter your shipping details and complete your payment securely.
Once your order is confirmed, you'll receive an order confirmation email.
Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us as soon as possible at kova.eshop@gmail.com with your order number.
We'll do our best to help, but changes or cancellations may not be possible once your order has been processed or shipped.
Will the product look exactly like the pictures?
We aim to display our products as accurately as possible. However, slight variations in color may occur due to screen settings or lighting conditions.
Please read the product description carefully for dimensions, materials, included accessories, and other important details before placing your order.
2. Shipping & Delivery
Where does KOVA ship?
We ship to the destinations available at checkout. Enter your shipping address during checkout to confirm whether delivery is available to your location and to view any applicable shipping charges.
How much does shipping cost?
Shipping costs depend on your destination and order value.
For eligible orders shipped to Switzerland, we offer free standard shipping on orders over CHF 60. For eligible European orders, free standard shipping is available on orders over CHF 70.
Any applicable shipping fees will be displayed at checkout before you complete your purchase.
How long will my order take to arrive?
Orders are usually processed within 1–3 business days. Standard delivery typically takes approximately 8–14 business days after processing, depending on the destination and other circumstances.
Please note that delivery times are estimates and may occasionally be affected by customs procedures, carrier delays, or other unforeseen circumstances.
Will I receive a tracking number?
When tracking is available for your shipment, we'll send you an email with the relevant tracking information once your order has been dispatched.
Please allow some time for tracking information to become active. In some cases, updates may take several business days to appear.
Why hasn't my tracking information updated?
Tracking information may not update immediately after dispatch. This can happen while the parcel is being transferred between facilities or awaiting its next carrier scan.
If your tracking information hasn't changed for several business days or your order appears delayed beyond the estimated delivery window, please contact us with your order number so we can help.
Can I change my shipping address?
If you notice an error in your shipping address, please contact us as soon as possible.
We'll try to update it before your order is processed or shipped, but we cannot guarantee changes once fulfillment has begun.
3. Returns & Refunds
Can I return an item?
If you're not satisfied with your purchase, please review our Return & Refund Policy to check the applicable return conditions, time limits, and exclusions.
To request a return, contact us at kova.eshop@gmail.com with your order number and a brief explanation of your request. Please wait for our instructions before sending any item back.
What should I do if my item arrives damaged or defective?
We're sorry if your order arrives in less than perfect condition. Please contact us at kova.eshop@gmail.com and include your order number, a description of the issue, and clear photos of the damaged or defective item and its packaging.
We'll review the information and help you with the next steps in accordance with our policies and applicable consumer rights.
How long do refunds take?
Once a return or refund has been approved, the time it takes for the funds to appear in your account may depend on your payment provider or bank.
We'll let you know when your refund has been processed. Please allow additional time for your payment provider to complete the transaction.
4. Payments & Security
Which payment methods do you accept?
The payment methods available for your order will be displayed at checkout. Available options may vary depending on your location and Shopify store settings.
Is my payment information secure?
We take your privacy and payment security seriously. Payments are processed through the payment methods available at checkout, and we do not ask you to send your full payment card details by email or chat.
For more information about how we handle personal information, please review our Privacy Policy.
5. Gifts & Customer Support
Can I send a gift directly to someone else?
Yes! You can enter the recipient's shipping address at checkout, provided delivery is available to that destination.
Please double-check the address before placing your order. If you're buying a gift for a special occasion, we recommend ordering well in advance to allow enough time for delivery.
Do you offer gift wrapping or personalized messages?
Gift wrapping and personalized messages are available only where specifically indicated on the relevant product page or at checkout. Please check the product details before placing your order.
How can I contact KOVA?
We're happy to help with questions about products, orders, shipping, or returns.
You can reach us at kova.eshop@gmail.com or through the contact form on our website.
When contacting us about an existing order, please include your order number so we can assist you more efficiently.
We'll get back to you as soon as possible during our customer support hours.
Still have questions?
We're here to help you find a gift that makes someone smile.
Contact our team at kova.eshop@gmail.com and we'll be happy to assist you.
KOVA — Gifts that mean something.