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Frequently Asked Questions

At KOINI its vital that our customers are happy with their purchases and as such we’ve laid out responses to our most commonly posed questions below - this ultimately will help make things easier for your online experience.

1) Where's my order?

To track your order simply sign into your KOINI account that was created when you made the purchase/or registered. Once logged in you’ll see if the product parcel is due for dispatch or already in transit.

2) I've received my order but it seems to have a european plug?



Receiving a two-pole, round-pin domestic AC power plug can happen due to products being sent from one of our mainland European warehouses. If this is the case just let us know via our contact form and we’ll send you a UK plug converter via post absolutely free of charge.

3) The instruction manual I've received is not in my language?



If you have not received an instruction booklet that's specific to your own language we can send you a pdf version via email. Just request it via our contact form on site - stating what language you prefer - and we’ll send it accordingly.

4) I’m  not happy with the product I've received/the product is incorrect/ the product has been damaged during delivery



As a business that takes part in online selling we are governed by distance selling regulations. This means you have 14 working days after receiving a delivery from us and we’ll take the appropriate action whether it be to replace, refund or more.

5) I've placed an order. How long will it take?

We am to deliver all goods purchased within 5 working days. Times may vary with respect to bank/postal holidays. If orders are placed by midday during weekdays we will usually deliver within 2-3 working days.