Frequently Asked Questions

Last updated: September 2, 2026

Welcome to our Frequently Asked Questions page.

Below you can find answers to common questions about orders, payments, shipping, delivery, returns, refunds and customer service.

If you cannot find the answer you need, please contact us at:

Email: support@coasz.shop

1. Where do you deliver?

We currently deliver to eligible destinations throughout Europe.

Delivery availability may depend on:

• Destination country or region;

• Local carrier coverage;

• Product type;

• Customs or import restrictions;

• Package size or weight; and

• Other logistical limitations.

Available delivery options will be displayed during checkout where applicable.

2. How long does delivery take?

Estimated standard delivery time is generally:

5–7 business days after dispatch.

This delivery estimate does not include order processing time.

Delivery may occasionally take longer because of:

• Customs inspections;

• Public holidays;

• Carrier delays;

• Severe weather;

• Transportation interruptions;

• Remote delivery locations; or

• Other circumstances outside our reasonable control.

3. How long does order processing take?

Orders are generally processed within:

1–2 business days

after they have been successfully placed and confirmed.

Orders submitted during weekends or public holidays will normally begin processing on the next business day.

Processing may take longer if additional payment, address or order verification is required.

4. How can I track my order?

Where tracking is available, tracking information may be sent to the email address used when placing your order.

Your shipping confirmation may include:

• Carrier name;

• Tracking number;

• Tracking link; and

• Dispatch information.

Tracking information may take approximately 24–48 hours after dispatch to become active.

If you need tracking assistance, contact:

Email: support@coasz.shop

Please include your order number.

5. What payment methods do you accept?

For eligible orders, we currently support:

PayPal
Cash on Delivery (COD)

Payment method availability may vary according to:

• Destination;

• Product;

• Currency;

• Order value; and

• Delivery provider.

Only payment methods displayed during checkout are available for the particular order.

6. How does PayPal payment work?

If PayPal is available during checkout, you may select it as your payment method.

You may be redirected to PayPal or shown PayPal's checkout interface to:

• Sign in;

• Select your funding method;

• Confirm your payment;

• Verify your identity; or

• Complete security checks.

PayPal transactions are processed through PayPal's own systems.

We will never ask you to provide your PayPal password.

7. Do you offer Cash on Delivery?

Yes. Cash on Delivery (COD) may be available for eligible orders and destinations where this option appears during checkout.

When COD is selected, payment is generally made to the courier when the parcel is delivered.

Depending on the delivery provider, payment may be required:

• In cash;

• In the exact amount; or

• Through another payment method accepted by the courier.

COD may not be available for every country, postal code, product or order value.

8. Why is Cash on Delivery not showing at checkout?

COD availability may depend on:

• Your delivery country;

• Postal code;

• Product;

• Order value;

• Delivery method; or

• Available local courier services.

If COD does not appear during checkout, it is not currently available for that particular order.

9. Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

Email: support@coasz.shop

We will make reasonable efforts to assist you.

However, once an order has entered processing, fulfilment or has already been dispatched, changes or voluntary cancellation may no longer be possible.

Any applicable statutory cancellation or withdrawal rights remain unaffected.

10. What should I do if I entered the wrong delivery address?

Please contact us immediately if you notice an error in your delivery address.

Email: support@coasz.shop

If the order has not yet been dispatched, we may be able to update the address.

Once the parcel has been shipped, we cannot guarantee that the delivery address can be changed.

If additional shipping costs arise because an incorrect or incomplete address was provided by the customer, the customer may be responsible for reasonable additional costs where permitted by law.

11. What happens if my parcel is delayed?

Delivery delays may occasionally occur because of:

• Carrier congestion;

• Customs processing;

• Public holidays;

• Severe weather;

• Transportation interruptions;

• Incorrect delivery details; or

• Other events outside our reasonable control.

If your estimated delivery period has passed and tracking has not been updated for an extended period, contact:

Email: support@coasz.shop

Please include your order number and tracking information where available.

We will review the shipment and, where appropriate, contact the delivery provider.

12. What should I do if my parcel appears to be lost?

Before contacting us, please:

• Check the tracking information;

• Confirm your delivery address;

• Ask other members of your household;

• Check building reception or mailroom areas;

• Check any authorized safe location; and

• Contact the local carrier where appropriate.

If the parcel still cannot be located, please contact:

Email: support@coasz.shop

Include your order number.

If the shipment is confirmed as lost, we will provide an appropriate solution in accordance with our policies and applicable consumer law.

Depending on the circumstances, this may include a replacement or refund.

13. What should I do if my order arrives damaged?

Please inspect your order as soon as reasonably possible after delivery.

If the parcel or product arrives damaged, contact:

Email: support@coasz.shop

Please provide where possible:

• Your order number;

• Description of the damage;

• Photographs of the product;

• Photographs of the outer packaging;

• Photograph of the shipping label; and

• A video demonstrating the issue where relevant.

Please keep the original packaging until the issue has been reviewed where reasonably possible.

14. What if I receive the wrong product?

If you receive an incorrect product, please contact us promptly.

Email: support@coasz.shop

Please provide:

• Your order number;

• Photograph of the product received;

• Photograph of the shipping label; and

• Brief description of the problem.

After reviewing the issue, we may arrange an appropriate:

• Replacement;

• Return; or

• Refund.

15. What if part of my order is missing?

If products, accessories or components are missing from your parcel, please contact:

Email: support@coasz.shop

Please provide:

• Your order number;

• Photos of all products received;

• Photos of the outer packaging; and

• A photo of the shipping label.

We will review the matter and provide an appropriate solution.

16. What is your return period?

We offer a 30-day voluntary return policy.

Eligible customers may request a return within 30 days after receiving the product, subject to the conditions in our Return and Refund Policy.

For a voluntary return, the product should generally be:

• In the condition in which it was received;

• Unused or unworn;

• Undamaged;

• Complete with original accessories and components; and

• In its original packaging where reasonably possible.

Proof of purchase may also be required.

17. Do EU/EEA customers have a 14-day right of withdrawal?

Yes, where applicable.

Consumers in the European Union and European Economic Area (EU/EEA) purchasing eligible goods through distance selling generally have a statutory 14-day right of withdrawal.

Where this right applies, the consumer may withdraw from the purchase without providing a reason within the applicable statutory period.

This legal right is separate from our voluntary 30-day return policy.

Please review our Return and Refund Policy for complete information and applicable exceptions.

18. Who pays the return shipping costs?

For an applicable EU/EEA 14-day statutory change-of-mind withdrawal, the customer is generally responsible for the direct cost of returning the goods where this responsibility has been properly communicated.

Customers are also generally responsible for return shipping costs for voluntary change-of-mind returns under our 30-day return policy.

However, reasonable return shipping costs will normally be covered by us where the return is caused by:

• A defective product;

• A product damaged before or during delivery;

• An incorrect product;

• Missing components or accessories; or

• Another confirmed error attributable to us.

19. How do I request a return?

You may request a return through an available Shopify self-service return function where offered.

Alternatively, contact:

Email: support@coasz.shop

Please include:

• Your full name;

• Order number;

• Email address used for the order;

• Product you wish to return;

• Reason for the return where applicable; and

• Photos or videos where the issue concerns damage, defects or an incorrect product.

Please wait for the applicable return instructions before sending a product back.

20. Where should I send my return?

Approved returns should be sent according to the return instructions provided for the relevant order.

Unless otherwise confirmed in your return instructions, our current business and return contact address is:

Ofori's eksport & import
Gammel Roskildevej 3C
3650 Ølstykke
Denmark

Please contact us or submit a return request before sending the product.

Do not send unauthorized Cash on Delivery or postage-due return parcels.

21. When will I receive my refund?

Once an eligible returned product has been received and inspected, we will notify you whether the refund has been approved.

For approved returns under our voluntary 30-day return policy, refunds are normally processed within:

10 business days after approval.

Your bank, PayPal or another payment provider may require additional time before the refunded amount appears in your account.

For an applicable EU/EEA statutory withdrawal, refunds will be handled within the applicable statutory period described in our Return and Refund Policy.

22. How are PayPal refunds processed?

Where an order was paid through PayPal, an approved refund will normally be returned through the original PayPal transaction or another legally appropriate method.

PayPal may require additional processing time before the refund appears in your account.

23. How are Cash on Delivery refunds processed?

Because COD payments are physically collected by the delivery provider, the original payment cannot necessarily be refunded using the same collection method.

Where necessary, we may contact you to arrange an appropriate refund method.

For your security, never send:

• Passwords;

• PIN codes;

• Online banking passwords; or

• Complete payment credentials

by email.

24. Can I refuse a Cash on Delivery parcel?

If you selected COD and no longer wish to receive the order, please contact us as soon as possible before dispatch or delivery.

Email: support@coasz.shop

Repeated or unjustified refusal of COD parcels may result in COD availability being restricted for future orders where permitted by law.

This does not affect any valid statutory withdrawal, cancellation or consumer protection right.

25. Are customs duties or import taxes included?

Orders delivered across national borders may be subject to:

• VAT;

• Customs duties;

• Import taxes;

• Customs clearance fees; or

• Other charges imposed by local authorities.

Where these charges are included in the purchase price, this will be indicated during checkout where appropriate.

Unless expressly stated otherwise, customers may be responsible for duties, import taxes or similar charges imposed independently by authorities in the destination country.

Please review our Shipping and Delivery Policy for more information.

26. Is my payment information secure?

We take reasonable measures designed to provide a secure shopping environment.

PayPal payments are processed through PayPal's own payment infrastructure and security procedures.

We do not ask customers to send:

• PayPal passwords;

• Account passwords;

• PIN codes; or

• Online banking login credentials

by email.

Personal information associated with your transaction is handled according to our Privacy Policy.

27. I think I was charged twice. What should I do?

If you believe you have been charged more than once for the same order, please contact:

Email: support@coasz.shop

Please provide:

• Your full name;

• Order number;

• Email used for the order;

• Payment date;

• Amount charged; and

• Relevant transaction information.

Do not send account passwords or other sensitive credentials.

28. What should I do if my PayPal payment fails?

A PayPal payment may fail for reasons such as:

• Insufficient funds;

• Account restrictions;

• Security verification;

• Incorrect payment information;

• Fraud-prevention checks;

• Provider restrictions; or

• Temporary technical problems.

Please review any message provided by PayPal.

Where another eligible payment method is displayed at checkout, you may use that method instead.

We cannot override a payment rejection made independently by PayPal.

29. Will I receive an order confirmation?

Yes.

After successfully submitting an order, you will normally receive an order confirmation using the email address provided during checkout.

The confirmation may include:

• Order number;

• Products ordered;

• Total order amount;

• Selected payment method;

• Delivery details; and

• Other relevant order information.

If you do not receive the email, please check your spam or junk folder.

30. How do I contact customer service?

For questions regarding:

• Products;

• Orders;

• Payments;

• Cash on Delivery;

• Shipping;

• Tracking;

• Delivery problems;

• Returns;

• Refunds; or

• Privacy matters,

please contact:

Company name: Ofori's eksport & import
CVR number: 34793824
Responsible person: Emmanuel Kwame Ofori

Business address:
Gammel Roskildevej 3C
3650 Ølstykke
Denmark

Email: support@coasz.shop
Website: coasz.shop

When contacting us about an existing order, please include your order number so that we can assist you more efficiently.