Frequently Asked Questions

We accept all major payment methods for your convenience:

Credit & Debit Cards: Visa, Mastercard, American Express, Discover
Digital Wallets: PayPal, Apple Pay, Google Pay
Alternative Methods: Klarna (buy now, pay later – select countries)

All transactions are secured with SSL encryption and processed through trusted payment gateways.

Your payment method is charged immediately when you place your order. You’ll receive an email confirmation with your order details and receipt.

For PayPal orders, payment is processed through your PayPal account at checkout.

You have a short window to modify or cancel orders:

Within 2 hours of ordering: Email support@kohenor.com immediately—we’ll do our best to catch it before processing.

After 2 hours: Orders enter our fulfillment system and cannot be modified. However, you can return items once delivered using our 30-day return policy.

Yes! We offer wholesale pricing for:

• Gyms and fitness studios
• Health practitioners and clinics
• Retail stores
• Corporate wellness programs

Contact info@kohenor.com with “Wholesale Inquiry” in the subject line for pricing information.

United Kingdom: 8-15 business days
European Union: 10-20 business days
United States: 12-25 business days
International: 15-30 business days

Processing time (1-3 business days) is included in these estimates. Express shipping available for select destinations. See our Shipping Information Page for full details.

Yes! Free shipping on orders over:

🇬🇧 £50 to UK
🇪🇺 €55 to EU
🇺🇸 $60 to USA

Orders below these thresholds incur standard shipping fees (£4.95 / €5.95 / $6.95 depending on region).

Once your order ships, you’ll receive:

1. Shipping confirmation email with tracking number
2. Direct tracking link to monitor your package
3. Updates via email as your package moves

You can also track anytime at our Order Tracking Page using your order number or tracking number.

UK: No—VAT included in all prices
EU: Usually included; rare exceptions may apply
USA: Orders under $800 typically exempt (de minimis rule)
Other countries: Import duties/taxes may apply—customer responsibility

We provide all necessary customs documentation. Learn more on our Customs Information Page.

First, check your tracking information—packages sometimes experience short delays in customs (normal).

If your order is significantly late (7+ days past estimated delivery), email support@kohenor.com with your order number. We’ll investigate with the carrier and offer a replacement or refund if necessary.

We offer a 30-day satisfaction guarantee on all products:

• Return unopened items for full refund (minus return shipping)
• Defective/damaged items: free return shipping + full refund
• Exchanges available at no extra cost

See our Returns & Refunds Policy for complete details.

3 simple steps:

1. Email returns@kohenor.com with your order number
2. Pack item securely in original packaging
3. Ship to the return address we provide (we email instructions within 24 hours)

Refund processed within 5-10 business days after we receive your return.

Unfortunately, no—due to UK, EU, and US health regulations, we cannot accept returns of opened ingestible products (supplements, vitamins, consumables).

Unopened items: Fully returnable within 30 days
Defective products: Accepted regardless of whether opened—contact us immediately

We sincerely apologize! Here’s what to do:

1. Email returns@kohenor.com with photos of the damage
2. We’ll send a prepaid return label (free for you)
3. Choose: full refund OR free replacement shipped immediately
4. Return the item using our label

We process defective item claims urgently—usually resolved within 48 hours.

Absolutely. Every product on Kohenor.com is:

✓ Sourced from verified, reputable suppliers
✓ Compliant with UK, EU, and US safety standards
✓ Third-party tested where applicable
✓ Properly labeled with full ingredient lists

We personally curate our catalog—if it’s on our site, it’s met our quality standards.

We recommend:

1. Consult a healthcare professional before starting any new supplement regimen
2. Read product descriptions carefully—we provide detailed information on benefits and ingredients
3. Check our blog for buying guides and wellness tips
4. Email us at info@kohenor.com with questions

Disclaimer: We cannot provide medical advice. Always consult your doctor.

Yes. All supplements, vitamins, and consumables have expiration dates printed on packaging. We ensure all products have substantial shelf life remaining when shipped (minimum 6 months).

If you receive a product close to expiration (within 3 months), contact support@kohenor.com for a replacement.

Product specifications vary. Check individual product pages for detailed dietary information including:

• Vegan/vegetarian status
• Allergen information (gluten, dairy, soy, etc.)
• Kosher/Halal certifications
• GMO-free status

Use our category filters to find products matching your dietary needs, or email info@kohenor.com for recommendations.

No—you can check out as a guest. However, creating an account offers benefits:

✓ Faster checkout (saved addresses/payment methods)
✓ Order history and tracking in one place
✓ Early access to sales and promotions
✓ Personalized product recommendations

Creating an account is free and takes 30 seconds.

On the login page, click “Forgot Password?” and enter your email address. You’ll receive a password reset link within minutes.

Still having trouble? Email support@kohenor.com and we’ll help you regain access.

Your privacy is paramount. We:

✓ Use SSL encryption for all transactions
✓ Never store complete credit card numbers
✓ Comply with GDPR (EU) and data protection laws
✓ Never sell your data to third parties
✓ Allow you to request data deletion anytime

Read our Privacy Policy for complete details.

Every email we send includes an “Unsubscribe” link at the bottom. Click it to opt out instantly.

You can also manage email preferences in your account settings, or email info@kohenor.com with “Unsubscribe” in the subject line.