Help & FAQ | KOOSH

FAQs

SUBSCRIPTION

ORDERING

DELIVERY

PAYMENT & PROMOTIONAL CODES

FAQs‍

How do I amend my subscription?

You can change all of your subscription’s settings from your customer area in the “my subscriptions” tab by clicking “change” at any time: the size or pattern of your nappies, the number and quantities of baby care products, the delivery frequency, the date and location of your next delivery, your delivery and billing addresses, and your payment card.

If you want any changes to be taken into account for your next delivery, you’ll need to make them at any time up to 6 days before the scheduled delivery date. Don’t worry, we’ll send you an email before each delivery to remind you to change your subscription’s settings if you need to. If you don’t make any changes, your order will be identical to the previous month’s.

Why can’t I amend my subscription any more?

If you can’t change the details of your subscription for your next delivery, it means your next order is already being prepared or delivered.

You can amend your subscription for your next delivery at any time up to 6 days before the scheduled delivery date. To do this, click on the “my subscriptions” tab in your customer area and click “change”. You will be able to change all of your subscription’s settings again once the current order has been delivered.

How do I cancel my subscription?

If you’ve experienced a problem with your subscription or delivery, contact your adviser to talk about finding a solution!

If you still want to cancel your subscription, you can do so at any time from your customer area – go to the “my subscriptions” tab, click “change”, then click “cancel subscription”. However, if you want the cancellation to be in effect for your next order, you’ll need to cancel at least 5 days before your next order’s scheduled date of delivery. Essentially, your order is ‘locked’ 6 days before the scheduled delivery date so we can prepare it and deliver it to you. You’ll receive an email confirming the cancellation of your subscription.

If you have multiple subscriptions and you want to cancel them all at the same time, you’ll need to cancel each one individually as described above.

How can I track my order?

We’ll send a dispatch confirmation email for each order with the corresponding tracking number when your parcel is dispatched. You’ll be able to find out where your parcel is at any time by clicking this tracking number or by entering the number into the chosen carrier’s site.

You can also view this tracking number from your customer area in the “my subscriptions” tab by clicking on “history”.

I can’t log in/I’ve forgotten my password – what do I do?

If you’ve forgotten your password, go to our site’s “my account” page and click “forgotten your password?”, then follow the instructions. We’ll send you a password reset email (make sure to check your spam folder).

SUBSCRIPTION‍

How do I amend my subscription?

Why can’t I amend my subscription any more?

If you can’t change the details of your subscription for your next delivery, it means your next order is already being prepared or delivered.

How can I change the date of my next delivery, my delivery frequency or my delivery method?

You can change the date of your next delivery, your delivery frequency or your delivery method from your customer area at any time – go to the “my subscriptions” tab, then click “change” and then “delivery date”, “delivery frequency”, or “delivery method”.

If you want any changes to be taken into account for your next delivery, you’ll need to make them at any time up to 6 days before the scheduled delivery date. If you can’t change the date of your next delivery, your delivery frequency or the delivery method, it means your next order is already being prepared or delivered. You will be able to change all of your subscription’s settings again once the current order has been delivered.

Can I mix and match several nappy sizes within one order?

Yes you can! When choosing the size of your nappies, click “mix sizes?”. You can then choose the number of packs of nappies for each size you want to order. If you’re already a customer, go to your customer area and click the “my subscriptions” tab, then click “change”, and then “nappy size”.

How can I add products to or remove products from my subscription?

You can add products to or remove products from your next order at any time from your customer area – go to the “my subscriptions” tab, click “change”, then click “products”. All you have to do is click the “+” or “-” buttons next to each product to change the quantities.

If you want any changes to be taken into account for your next delivery, you’ll need to make them at any time up to 6 days before the scheduled delivery date. If you can’t add or remove products, it means your next order is already being prepared or delivered. You will be able to change all of your subscription’s settings again once the current order has been delivered.

Can I buy your products without subscribing?

No, we only offer our products via subscription. But because our subscriptions are commitment-free, you can sign up for a month and then cancel your subscription with a click if you want to try out our products, for example.

Can I get a subscription for your baby care products but not the nappies?

No, a koosh subscription must include our nappies. The more extra products you add to your subscription, the lower the nappy price drops. That’s koosh!

Do I have to subscribe to your nappies AND your baby care products?

No, you don’t have to buy baby care products. However, the more products you buy from us, the cheaper your nappies get. And all of our other products have been developed in line with our quality standards: they’re gentle both on baby’s skin and on the environment.

My price per nappy is different from one order to the next – why?

The nappy price varies with the size. The bigger the chosen nappy size, the higher the price per nappy, simply because it uses more material, and that’s true across all nappy brands.

At koosh, as well as the size, the contents of your order also affect the per-nappy price, because the more extra products you add to your order, the lower your price per nappy! You’ve chosen us for your baby’s hygiene and care needs, and we want to say “thank you” by giving you the best possible price per nappy.

Can I have multiple subscriptions?

Yes you can! If you already have a subscription, simply log in to your customer area and click “add a subscription” in the “my subscriptions” tab, then set up a new subscription. You’ll then have two subscriptions, which will appear separately in your customer area.

If you haven’t subscribed yet and you want to set up two subscriptions at once, you’ll need to set up the first subscription followed by the second as described above. We’ll send you two separate parcels for your two subscriptions so you don’t end up with a single parcel that weighs 20 kg!

What do I do if I get too many or not enough nappies?

Our subscriptions are designed to be 100% flexible and adaptable to your needs. You can bring forward or postpone the date of your next delivery as well as change the delivery frequency from your customer area at any time – go to the “my subscriptions” tab, then click “change” and then “delivery date” or “delivery frequency”.

What do I do if my child changes sizes between two orders?

If your little one has grown quicker than expected and you need a bigger size, the best person to contact is your dedicated adviser, or you can simply fill out our contact form – select the “returns” option and we’ll let you know what the next steps are.

I want to cancel my subscription – do I have to pay a fee?

Absolutely not! You can cancel your subscription free of charge at any time from your customer area – go to the “my subscriptions” tab and click “change”, then click “cancel subscription” up to 6 days before the scheduled delivery date of your next order.

How do I cancel my subscription?

If you’ve experienced a problem with your subscription or delivery, contact your adviser to talk about finding a solution!

If you still want to cancel your subscription, you can do so at any time from your customer area – go to the “my subscriptions” tab, click “change”, then click “cancel subscription”. However, if you want the cancellation to be in effect for your next order, you’ll need to cancel at least 6 days before your next order’s scheduled date of delivery. Essentially, your order is ‘locked’ 6 days before the scheduled delivery date so we can prepare it and deliver it to you. You’ll receive an email confirming the cancellation of your subscription.

If you have multiple subscriptions and you want to cancel them all at the same time, you’ll need to cancel each one individually as described above.

ORDERING‍

How can I track my order?

You can also view this tracking number from your customer area in the “my subscriptions” tab by clicking on “history”.

I want to amend my next order – how do I do this?

You can amend all the details of your next order from your customer area – go to the “my subscriptions” tab and click “change” at any time up to 6 days before the order’s scheduled delivery date. From 5 days before the scheduled delivery date, your order is ‘locked’ and you won’t be able to make any further changes to it.

I want to cancel or skip my next order – how do I do this?

You can cancel or skip your next order from your customer area – go to the “my subscriptions” tab and click “change”, then “delivery date”, at any time up to 5 days before the order’s scheduled delivery date. You can then choose your new delivery date, and the subscription will continue from this new date at your selected frequency. From 6 days before the scheduled delivery date, your order is ‘locked’ and you won’t be able to change or cancel it.

There’s something missing from my order or I didn’t get what I ordered – what do I do?

Oh no! Don’t worry. The best thing to do is to get in touch with your dedicated adviser, or you can also fill in our contact form, selecting the “question about my order” option, and we’ll let you know what the next steps are.

How can I view my order history?

You can view your order history from your customer area in the “my subscriptions” tab by clicking on “history”. There you’ll find the date, the order number, the total and the status (including the tracking number) for each of your past orders. By clicking “view”, you’ll also be able to consult details of the delivery and billing addresses, quantities ordered and prices for each of your past orders, and you can also download the invoices for each order.

DELIVERY‍

What countries do you deliver to?

We offer free delivery to the following countries: mainland France, Belgium, Luxembourg, the Netherlands, Germany, Italy, Spain, Portugal, Austria, Denmark and Ireland.

If you’d like us to deliver to another country, the best person to contact is your dedicated adviser, or you can fill out our contact form, selecting the “Question about my delivery” option.

What delivery options are available?

We offer home delivery and pick-up point delivery. We don’t offer express delivery... at the moment.

You can change your delivery options from your customer area – go to the “my subscriptions” tab and click “change”, then “delivery method”, at any time up to 6 days before the order’s scheduled delivery date.

When will my first order be delivered?

Your first order is processed immediately and will be delivered to you within 4 days if you choose the home delivery option.

If you choose the pick-up point delivery option, your order will also be processed immediately, but Mondial Relay delivery times are longer and more varied, and can take up to 7 or 8 working days.

Is delivery free?

Yes, delivery costs are free for all of our subscriptions, whether you want your subscription delivered to your home or to a pick-up point!

How do I change my delivery address?

Moved house? On holiday? No problem! You can change the address for an upcoming delivery at any time from your customer area – go to the “my subscriptions” tab, click “change”, then click “delivery address”.

If you want any changes to be taken into account for your next delivery, you’ll need to make them at any time up to 6 days before the scheduled delivery date. If you can’t change your delivery address, it means your next order is already being prepared or delivered.

Can I have my order delivered to another address after it’s been dispatched?

Once the order has been dispatched, it’s in the carrier’s hands and we can’t change the delivery address.

In general, you can amend all the details of your next order from your customer area – go to the “my subscriptions” tab and click “change” at any time up to 6 days before the order’s scheduled delivery date. From 5 days before the scheduled delivery date, your order is ‘locked’ and you won’t be able to make any further changes to it.

I haven’t received my parcel yet – what do I do?

As soon as we dispatch your parcel, you’ll receive a dispatch confirmation email with a tracking number. You’ll be able to find out where your parcel is at any time by clicking this tracking number or by entering the number into the chosen carrier’s site.

You can also view this tracking number from your customer area in the “my subscriptions” tab by clicking on “history”. If you haven’t yet got a dispatch confirmation email, it means your order is being prepared or that it’s on hold. If this is the case, the best person to contact is your dedicated adviser, or you can fill out our contact form, selecting the “Question about my delivery” option.

My delivery arrived later than the scheduled date – why?

We process all orders immediately. However, we are not responsible for delivery, as a third-party carrier delivers your order. Our order processing system guarantees your order will be dispatched 3 days before the estimated delivery date. Why 3 days? Because that’s the average time a carrier takes between collecting the parcel and delivering it to your door.

The carrier will make contact with you directly to give you a delivery date. If the delivery doesn’t take place on that date, a new date is offered. If the delivery doesn’t take place on the new date, the parcel is taken to the nearest pick-up point. You then have 14 days to collect it. After this time, the parcel will be returned to our warehouse, and if this happens, we recommend that you contact your dedicated adviser, or you can also fill out our contact form, selecting the “question about my delivery” option.

What do I do if I’m not in when my parcel is delivered?

If you’ve chosen home delivery, the carrier will make contact with you directly to give you a delivery date. If the delivery doesn’t take place on that date, a new date is offered. If the delivery doesn’t take place on the new date, the parcel is taken to the nearest pick-up point. You then have 14 days to collect it. After this time, the parcel will be returned to our warehouse, and if this happens, we recommend that you contact your dedicated adviser, or you can also fill out our contact form, selecting the “question about my delivery” option.

If you have chosen delivery via Mondial Relay, your parcel will be available at the selected pick-up point for 14 days after the delivery date. After this time, the parcel will be returned to our warehouse, and if this happens, we recommend that you contact your dedicated adviser, or you can also fill out our contact form, selecting the “question about my delivery” option.

PAYMENT & PROMOTIONAL CODES‍

What payment methods are accepted?

We accept VISA, MasterCard and American Express cards. Unfortunately, we can’t yet accept PayPal payments, prepaid cards, payment by cheque or in cash, or bank transfers.

When will my order total be debited from my card?

Your credit card won’t be charged until your parcel is dispatched, and that’s true for every parcel you receive based on your chosen delivery frequency.

What do I do if I change card during my subscription?

Your credit card won’t be charged until your parcel is dispatched, and that’s true for every parcel you receive based on your chosen delivery frequency.

If you want any changes to be taken into account for your next delivery, you’ll need to make them at any time up to 6 days before the scheduled delivery date. If you can’t change your payment card, it means your next order is already being prepared or delivered.

What do I do if my payment is refused?

Banks automatically check all payments before making a transaction. Because of personal data protection measures, we don’t have access to information on why a payment is refused.

We recommend getting in touch with your bank, as they’re the only ones who can tell you why the transaction didn’t go through. As soon as the payment is accepted, we’ll send you your order.

How do I use my promotional code?

When paying for your order, simply enter your promotional code in capitals and without spaces in the “promo code” field. The reduction will automatically be displayed. You can only use one promotional code per order, and only during your first order.

I forgot to use my promotional code when I placed my order – what do I do?

Unfortunately, you can’t use a promotional code after confirming and paying for your order.

Can I use several promotional codes on a single order?

Unfortunately, you can only use one promotional code, and only during your first order. When paying for your order, simply enter your promotional code in capitals and without spaces in the “promo code” field. The reduction will automatically be displayed.

RETURNS‍

What products can I return?

You can return all koosh products to us as long as they are unopened and undamaged.

How do I return an item?

If you’d like to return something, the best person to contact is your dedicated adviser, or you can fill out our contact form, selecting the “returns” option.

See articles 8 and 9 of our Terms & Conditions of Sale for more information on the procedures involved in product returns.

When will I be refunded?

Once the parcel has been received at our warehouse, we’ll process your refund to the payment card used for the order within a 14-day period.

MY ACCOUNT‍

Do I need an account to have a subscription?

Yes, you need a customer account to subscribe. You’ll be asked to create a customer account after setting up your subscription.

I can’t log in/I’ve forgotten my password – what do I do?

PRODUCTS‍

How many nappies will I receive with each order?

You always receive 8 packs of nappies with each order, regardless of the size you choose. The number of nappies per pack varies depending on the size:

Size 1: 30 nappies per pack – 240 nappies in total per order
Size 2: 28 nappies per pack – 224 nappies in total per order
Size 3: 24 nappies per pack – 192 nappies in total per order
Size 4: 22 nappies per pack – 176 nappies in total per order
Size 5: 18 nappies per pack – 144 nappies in total per order
Size 6: 17 nappies per pack – 136 nappies in total per order

We’ve based the number of nappies per order on what’s recommended by midwives and paediatricians – one around every 3 hours. It’s also recommended that you change your baby whenever they have a dirty nappy to stop their skin becoming irritated.

How do I choose which size best fits my baby?

We recommend you choose the size of your nappies based on your baby’s weight:

Size 1: 2 to 4 kg
Size 2: 3 to 5 kg
Size 3: 4 to 8 kg
Size 4: 7 to 11 kg
Size 5: 10 to 14 kg
Size 6: >14 kg

If your little one is between two sizes, we recommend choosing the bigger size. If your little one grows faster than expected, you can also mix several sizes into one order!

How often should I change my baby’s nappies?

"Midwives and paediatricians recommend changing baby approximately every 3 hours. It’s also recommended that you change baby whenever they have a dirty nappy to stop their skin becoming irritated. At koosh, we’ve chosen the number of nappies per order based on these recommendations! "

I’m having problems with leaks – what should I do?

If you’ve got a leak problem, it’s time to move up to the next size! If you’re not sure, the best person to contact is your dedicated adviser, or you can fill out our contact form, selecting the “information” option.

Do your products contain toxic substances that could result in allergic reactions?

No, no need to worry! Our standards when it comes to choosing raw materials and to manufacturing processes exceed those of the certifying bodies, and we regularly have our products tested by independent organisations.

For our nappies, we only use the highest quality raw materials, sourced from short, exclusively European supply chains, to ensure they aren’t contaminated at source, even at the trace level (by pesticides, for example) and we strive to ensure that our manufacturing and cleaning processes don’t produce any toxic substances – including by:

Bleaching the cellulose in our products using the TCF (Total Chlorine Free) method using hydrogen peroxide instead of the ECF (Elemental Chlorine Free) method, which is the most common and uses chlorine dioxide, a chlorinated agent that can result in the formation of dioxins and furans;
Low-temperature gluing – 20-30 degrees less than the average in order to avoid the formation of HAPs;
Not adding fragrance agents or chemicals (fragrances, lotions, dyes, etc.);
Gentle, non-polluting cleaning products.

Of course, they are dermatologically tested and are hypoallergenic.

For our wipes and our cosmetic products, we use few ingredients, and we choose the highest quality, naturally. We’ve designed our products to be as natural as possible with a minimum of 98% natural ingredients, including 100% natural fragrances and no essential oils. Finally, we don’t use any ingredients of animal origin (animal testing has been banned by EU regulations since 2013).

Are your nappies and wipes biodegradable?

Our wipes are 100% biodegradable.

However, no nappies are currently biodegradable because all nappies contain SAPs, which are the only substance capable of delivering sufficient absorption (and are of synthetic origin). At koosh, as much as possible of the raw materials we use (over 50%) are from renewable sources instead of petrochemicals, including a core composed of over 60% totally natural cellulose from FSC® responsibly managed forests and a topsheet – the part that touches baby’s skin – made of 100% natural fibres from sugar cane and corn starch.

Are your nappies and wipes compostable?

Our wipes are 100% compostable.

However, no nappies are currently compostable and our nappies should be thrown in the bin.

Can your nappies or wipes be flushed down the toilet?

No, you can’t flush our nappies or our wipes down the toilet because the fibres that they’re made of are thick and tough, and so they don’t dissolve in water like toilet paper does.

Do you test on animals?

Animal testing has been banned by EU regulations since 2013. No products on the European market are tested on animals.

At koosh, we don’t use any ingredients of animal origin either, such as beeswax, animal glycerin, etc., which means our products are 100% vegan.

Do you carry out regular quality control on your products?

Yes, absolutely! We regularly check the quality of our products in three different ways:

Through quality controls conducted by independent laboratories
Through regular quality controls conducted by our partner factories
Through the many certifications given to our products that guarantee their quality (Ecocert Cosmos Natural, Ecocert Cosmos Organic, GOTS, PETA Cruelty Free & Vegan, etc.)

CONTACT‍

I don’t want to get the newsletter any more – what do I do?

To stop receiving our newsletter, simply click the “unsubscribe” link at the bottom of all of our emails. You can also unsubscribe via your customer area – go to the “my info” tab, then untick the “subscribe to the newsletter” box.

How can I contact you?

You can get in touch with your dedicated adviser, whose number is in the email you got after your first order, from 9.30 to 12.00 and 13.00 to 17.00, Monday to Friday – they’re there for you! You can also contact us at any time by clicking ‘contact us’ at the bottom of any page on our website, where you can either send us an email at hithere@koosh.co or fill out our contact form. We’re here to help!

KOOSH‍

Where can I buy koosh products?

All of our products are sold exclusively on our site.

Do you have a mobile app?

Not yet... but we have plans for one ;)

Where are your factories located?

All of our manufacturing takes place in France, including our bottles and boxes, to ensure maximum traceability and a lower carbon footprint. Only the pumps for our bottles are made outside France – in Italy – because we wanted to use biosourced plastic, but unfortunately we couldn’t find any from France.

I have some suggestions to improve your services – how can I share them with you?

We’d be delighted – send your suggestions to dobetter@koosh.co.

NEED HELP?‍

Welcome !