KoRo help centre
In this section we will help you with any questions you may have.
- My discount code does not work
- Can I change my shipping address?
- Cancel an order
- Which payment method is the fastest?
- I have ordered products in separate orders; is it possible to combine them?
- What is the shelf life of dried fruits and nuts?
- I have received the wrong product or order / a product is missing
- Are your products raw?
- Why is there so much paper in my parcel?
- Can I redeem a discount after placing my order?
- Are all payment methods safe?
- Where can I find a product's nutritional values?
- Are your products hypoallergenic?
- Shipping time and tracking
- I want to complain about a product
- I have ordered a voucher, but not received it yet
- Which countries do you ship to?
- Do you offer product samples?
- I have forgotten to add some products to my order; what can I do?
- I want to return my product / package
- My nut butter jar did not pop when I opened it /does not have the KoRo seal
- I have a generic question.
- Where can I find my order tracking number?
- Where should I insert my code?
- When will a specific product be available again?
- Where can I find information about a specific product?
- My order was damaged
- How do I know that my order has been received by KoRo?
- Gift Vouchers
My discount code does not work
Normally, our codes give you a 5% discount. Codes that promise a higher discount may not have been created by us. If you are the lucky owner of a voucher code, please pay attention to the expiry date. You can only use one discount or voucher code per order.
Can I change my shipping address?
Of course. You can do this during the ordering process, under "Add different shipping address".
Cancel an order
If you want to cancel an order, please fill out this form:
Which payment method is the fastest?
In the case of PayPal, direct transfer and debit, instalment payment, or purchase on account, we can process and ship your ordered goods faster, as we can retrace your payment.
I have ordered products in separate orders; is it possible to combine them?
The order process is fully automated, so unfortunately this is not possible.
What is the shelf life of dried fruits and nuts?
Generally, all nuts and dried fruits have a shelf life of up to nine months. Products in powder form usually have a shelf life of 1-2 years. You will also find the corresponding best-before dates on the packaging. The products should be stored in a cool and dry place to promote their shelf life. The products should be stored well closed and protected from the sun.
I have received the wrong product or order / a product is missing
Good and efficient logistic services can also make mistakes. If products are missing, or you have received the wrong products, please let us know filling up this form, so that we can help you as quickly as possible.
Are your products raw?
We cannot guarantee raw quality for our goods, as they are sun- or oven-dried to the desired residual moisture percentage. The temperatures during sun drying often exceed 40 ° C in the shade; it can therefore be assumed that they dry in the sun at approximately 60° C. Average temperatures of 60° C also prevail in the drying tunnel. Moreover, some types of nuts are treated with hot water before being cracked.
Why is there so much paper in my parcel?
In the past, we tried to use as little paper as possible when packaging. Unfortunately, this resulted in frequent damages during shipping, especially of glass jars. In order to save time, trouble, and delivery emissions, we decided to use a little more filler - better to be safe than sorry!
Can I redeem a discount after placing my order?
No, once the order is confirmed you can't enter the discount code. However, you can cancel your order while it is still in process and then place it again with the discount code.
Are all payment methods safe?
Yes, all payment options are secure. Each payment method is offered by well-known companies, is verified by the German Technical Inspection Association, and encrypted.
Where can I find a product's nutritional values?
You can find the nutritional values of every product in its Specification and description page.
Are your products hypoallergenic?
We cannot guarantee that our products are suitable for all allergy sufferers. Allergenes are clearly stated under the product's ingredient list and in its description. If you are not sure, please show the ingredient list to your doctor and get professional advice.
Shipping time and tracking
KoRo currently delivers throughout Europe. The delivery time and costs vary depending on the place of residence. You can check all current delivery shipping countries and costs in Shipping Information.
After we have handed over the package to the carrier, you will receive a tracking code with which you can track the status of your parcel on the carrier website at any time. Orders on weekends and holidays will be shipped on the next business day.
I want to complain about a product
We take great care in choosing and producing our goods, but, as tastes are known to be different, it may happen that you are dissatisfied with one of our products. In addition, our range consists largely of natural products, therefore defects can occur in individual cases despite our strict quality management. Please send us the details of your order and a photo as proof using our complaint form:
I have ordered a voucher, but not received it yet
With the exception of the Art Edition, we only send vouchers in digital form to the registered e-mail address. Please, do not forget to check in your spam folder! If you still cannot find it, please in touch with our customer service team.
Which countries do you ship to?
We ship across Europe! You can check all the shipping countries and their shipping costs here. Or, click on the little flag on the top right corner of our homepage, and take a look at our international shops!
Do you offer product samples?
Due to extra costs and packaging reasons, we do not offer samples, and we cannot unfortunately make any exceptions because food safety regulations do not allow us to repack goods by hand and send them to customers. Besides, our products are so delicious and high-quality that you don't need any samples at all, you can trust us!
I have forgotten to add some products to my order; what can I do?
Unfortunately, we cannot add products to an order that has already been placed, as the order process is completely automated. However, you can cancel your order while it is in process and then place it again with all the products you want. You can do that here:
I want to return my product / package
My nut butter jar did not pop when I opened it /does not have the KoRo seal
Our nut butters are made and processed by different producers, with each using different methods to preserve the mousse. Some of our jars are easier to open than you would expect, and we understand this may be unsettling. However, we guarantee that this does not affect the hygiene or durability of the nut butter. Our quality seals are also applied only by some producers.
PayPal is a very convenient payment method, with which you can pay for your Internet purchases with just a few clicks. 80% of our customers pay via PayPal because it is easy, safe, and straightforward. After completing the order process, the payment is carried out via your PayPal account with one click. The faster your payment arrives, the faster you will get your ordered products, as we process your order as soon as possible, when you choose this payment method. Having been around for over 10 years, PayPal is now used by well over 230 million people in over 190 countries. If you are not yet using this service, you can create a PayPal account during the purchase process.
I have a generic question.
For any questions, you can fill out this form.
Where can I find my order tracking number?
If you have any questions about your shipment, please make a request using our shipping status form - whether the service provider has not delivered properly, the tracking code does not work, or you have not yet received a shipping email with the tracking code. Please keep in mind that we send your order only once the payment has been booked. This can take 1-2 working days after the transfer for domestic transfers and up to 3 working days for international transfers. .
Where should I insert my code?
Click on the shopping cart icon in the top right corner of our homepage; in the window that appears you will see the field "Enter discount code". Another option is to edit the shopping cart. Unfortunately, it is not possible to insert a code in the last order step. If your order has not been processed yet, you can go back to the shopping cart and insert the code.
When will a specific product be available again?
If no specific date is given under the respective product in the shop, it means that we have no precise information about its availability just yet. Every now and then, depending on the product, delivery bottlenecks can occur due to shortages, but we always do our best to have all products back in stock quickly. We offer you the possibility to be notified via email as soon as your favourite product is back in stock - you can sign up to receive the notification on the product's page.
Where can I find information about a specific product?
You can find information about a product's origin, nutritional values, variety, composition, treatment, allergens, and much more in our online shop on respective product page. Scroll down on the right-hand side and you can click on Specification, where we have gathered all the specific information about the product. If your questions are not answered there, do not hesitate to use one of our contact forms.
My order was damaged
If your package is damaged, i.e. the packaging is open or torn, please fill up our damage form; we will help you as quickly as possible.
How do I know that my order has been received by KoRo?
You will receive an order confirmation immediately after completing the order process.
Do you have a voucher that you would like to use for your order? Then you can redeem it in the shopping basket. If the voucher does not cover the entire invoice amount, you can select one of the above-mentioned payment methods to pay the difference. Should the voucher show a higher amount than the value of your current order, the remaining amount will of course be retained. You can then simply redeem the remaining value on your next order by redeeming the code again in the shopping basket.