Frequently asked questions

Choose your light, pick the size or colour if there are options, and add it to your cart. At checkout you enter your delivery details and pay. Right after, you receive an order confirmation by email.

Yes, as long as it has not been processed or dispatched yet. Email us as soon as possible at info@kohiku.com with your order number. If we can still stop it, we cancel the order and refund you to your original payment method.

Is your order already on its way? Then you can return it after delivery, as described in our Return & Refund Policy.

Email us right away at info@kohiku.com. We do our best to update the address before dispatch, but we cannot guarantee changes once your order has been processed or handed to the carrier.

The confirmation usually arrives within 30 minutes. Please check your spam or junk folder, and make sure the email address you entered at checkout is correct. Still nothing? Email us at info@kohiku.com and we will check it for you.

As soon as your order ships, you receive an email with your tracking link. You can also follow it on our order tracking page. Tracking can take a little while to update after dispatch.

Discount codes have to be entered at checkout, before you place your order. We cannot guarantee that a code can be applied afterwards.

We deliver to Austria, Canada, Denmark, France, Germany, Italy, Spain, Switzerland and the United Kingdom. Choose your country at the bottom of any page to see prices in your own currency.

Nothing. Shipping is free on every order and insured, so your lamp is protected against loss or damage on its way to you.

We process your order within 0 to 1 business day. Including that, most orders arrive within 6 to 10 business days in Germany, Austria, France, Italy, Spain and Denmark, and within 8 to 13 business days in the United Kingdom, Switzerland and Canada.

A few large, fragile or made-to-order pieces take 10 to 25 business days; when that applies, the product page shows it. Delivery times are estimates, and holidays or busy periods can add a few days.

Orders placed before 4:00 PM UK time, Monday to Saturday, usually start processing the same day. Orders placed later, on a Sunday or on a public holiday start processing on the next business day.

We ship with DHL wherever available. In some areas DHL works with a local delivery partner for the last part of the journey, so your tracking page may show a different carrier. Your parcel is insured either way.

That depends on your country. If we collect taxes or duties, you see them at checkout before you pay. Otherwise your local customs authority may charge them on delivery. If you are unsure, your local customs office can tell you more before you order.

Not always. If you order several items, they may travel in separate parcels and arrive on different days, each with its own tracking link, at no extra cost.

First check your tracking link for the latest status. If your order is later than the delivery estimate, email us at info@kohiku.com with your order number and we look into it with the carrier.

Carriers sometimes mark a parcel as delivered just before they drop it off, or leave it in a safe place. Please check around your door, mailbox and reception, and ask your neighbours. Still not there 2 business days after the delivery scan? Email us at info@kohiku.com with your order number. We open an investigation with the carrier and, if the parcel is confirmed lost, arrange a replacement or refund.

You can return a light within 30 days of delivery. It needs to be unused, not installed, complete with all parts and, where possible, in its original packaging. This comes on top of any legal cancellation rights you have.

Go to our returns portal, enter your order number and email, choose the item and the reason, and submit. If something is wrong with the lamp, add a photo or video if you can. We review every request and email you the return instructions once it is approved.

Please do not send anything back before you have our approval.

If you changed your mind, you arrange and pay for the return shipping. We recommend a tracked service, and you can send us the tracking number. If your lamp arrived damaged, faulty or incorrect, let us know first. Once we have confirmed the issue, we cover the reasonable return shipping costs where the law requires it.

Approved returns go to our returns facility in the Netherlands. You receive the full address with your return instructions, so please wait for our approval before you ship.

We usually refund you within 7 days after we receive and check your return, to your original payment method. Your bank may need a few extra days to show it on your statement.

Sometimes, depending on the item and availability. Ask us through the returns portal or by email. If an exchange is not possible, you can return the light and place a new order.

We are sorry. Let us know as soon as possible through the returns portal or at info@kohiku.com, with a few photos of the lamp and the packaging if you can. We then offer the right solution, such as a replacement part, a new lamp, a repair or a refund.

Contact us through the returns portal or by email with your order number and, if you can, photos of everything you received and the packaging. Once we have checked it, we send you the missing item or part.

Lights that have been installed, used, altered or damaged after delivery, items missing parts, and items that can no longer be sold as new. Custom-made pieces can only be returned if they are faulty. If only the outer box is damaged but the lamp itself is fine, that is not a defect.

None of this affects your legal rights if a product is faulty.

Yes. In the UK and the EU you can usually cancel within 14 days of receiving your order, without giving a reason. Our 30-day return window comes on top of that. Read more on our Right of Withdrawal page.

Yes. Every Kohiku light has a 2-year warranty from the day it is delivered, covering manufacturing defects, LED failure and remote malfunction under normal use. It comes on top of your legal rights.

Email info@kohiku.com with your order number, the email address you ordered with and a short description of the problem. A photo or video helps, but it is not required if the issue happened only once or cannot be filmed.

We send you a free replacement, with no shipping costs. Depending on the issue, that is a replacement part, remote, LED component or a complete new light.

Damage from incorrect installation, misuse or accidents, changes or repairs by others, improper cleaning, normal wear and tear, and problems caused by power surges or unsuitable electrical systems. All details are in our Warranty Policy.

Every product page shows the exact dimensions, and most have a size drawing in the specifications. Measure your space before ordering and compare. Not sure what fits? Email us a photo of your room and we are happy to help you choose.

That depends on the light. The product page shows what is in the box and, where it applies, the light source and light colour. Missing something you want to know? Email us before you order.

Some are. Where a light is dimmable, its product page says so and shows how, for example with a remote. Not sure about a specific light? Email us before you order.

Check the voltage on the product page and compare it with your mains supply: 230 V in most of Europe and the UK, 120 V in Canada. Is it not listed, or are you unsure? Email us before you order.

Ceiling lights, pendants and wall lights that connect to your wiring should be installed safely by a competent person or a qualified electrician where local rules require it. Plug-in and rechargeable lamps need no installation. Damage from incorrect installation is not covered by the warranty.

Switch it off and let it cool down first. Wipe it gently with a soft, dry or slightly damp cloth, and avoid harsh cleaning products. Always follow the instructions that come with your light.

We photograph our lights as accurately as we can. Small differences in colour or finish can appear because of screen settings and lighting; these are not a defect as long as the lamp matches its description.

Visa, Mastercard, American Express, Discover, Diners Club, PayPal and Apple Pay. The options for your country and device are shown at checkout.

Prices are shown in your local currency based on your location, and you can change your country at the bottom of any page. The final currency and total are shown at checkout before you pay. Your bank may charge its own conversion fees.

Yes. Our website uses SSL encryption, and payments are handled by secure payment providers. We never store your full card details.

When you place your order. We only process and ship your order once the payment has been completed.

Check your card number, expiry date, security code and billing address, and make sure your card allows online payments. You can also try another payment method or contact your bank. Still stuck? Email us at info@kohiku.com.

Email us at info@kohiku.com or use the form on our contact page. Our team is available Monday to Friday from 8 AM to 7 PM, and Saturday and Sunday from 10 AM to 2 PM (UK time).

We aim to reply within 48 hours. Around holidays and busy periods it can take a little longer. Please also check your spam folder in case our reply ends up there.

Kohiku is operated by Haneda LLC, a company registered in the State of New Mexico, United States. Returns are handled by our returns facility in the Netherlands. All details are on our contact page and in our Impressum.

Please email us first at info@kohiku.com so we can put it right. If we cannot solve it together, you can contact a consumer advice organisation or consumer protection authority in your country. Your legal rights always apply.

Our Shipping Policy, Return & Refund Policy, Warranty Policy, Payment Policy, Terms of Service and Privacy Policy.

To process and deliver your orders, help you, prevent fraud and meet our legal obligations, and, where you agree, for analytics and marketing such as our newsletter. We do not sell your personal information. Read the details in our Privacy Policy.

Click the unsubscribe link at the bottom of any of our emails, or email us at info@kohiku.com.

You can set your choices on our Your Privacy Choices page and manage cookies in your browser settings. More in our Privacy Policy.

Yes. Email us at info@kohiku.com with enough details for us to find your order or account, and we will help you with your request.