Frequently asked questions
Before and during my order
Yes, we ship our products worldwide!
Unfortunately, no! The packages are not prepared by the photographer and you will have to wait to meet him at a next fair or festival to get a signing 🙂
No, your invoice will be attached to the order confirmation email.
Most of our products are packaged in a custom-made shipping box with the Kobalann Editions logo in the shape of a bear.
We do not have the possibility to personalise orders, but a thank you card is included with each package.
No, the complete order will be shipped when the missing product is available, on the date indicated on its card in the shop.
We use the services of the Post Office for our shipments and do not make a margin on the shipping costs. Most of our products are heavy (more than 1 kilo) and we do not have the possibility to offer or break these shipping costs.
No, unfortunately we cannot reserve copies in advance, but it is usually possible to pre-order by adding it to the shopping cart.
No, unfortunately we cannot reserve copies in advance, but it is usually possible to pre-order by adding it to the shopping cart.
If you encounter a problem after trying again - by changing your browser or terminal (computer rather than tablet, for example) - you can of course write to us.
You can correct your delivery and billing addresses by logging into your account. If you have not opened an account, you can write to us at contact@kobalann.com.
Once an order has been placed, depending on the day of the order, it can be prepared the same day, but can also take up to 48 hours to be ready for collection.
By Colissimo, the delivery time is theoretically 48 hours for orders to Metropolitan France, but Kobalann cannot be held responsible if this time is extended. With Lettre suivie, the average delivery time is 3-4 days. By Chronopost, if your order is placed before 9am, it can be dispatched the same day and received the following day (if it's a working day).
Please bear in mind that we are a small, artisanal company and we do our best to meet deadlines!
A postal tracking number will be sent to you by email when the package is shipped.
No, out-of-print books and calendars from previous years will not be reprinted/reissued.
I have received my package but there is a problem
If your product is damaged, you can send us a photo to contact@kobalann.com and we will get back to you with information on how to return it.
If you have forgotten a product, do not hesitate to write to us at contact@kobalann.com and we will reply as soon as possible.
You can write to us at contact@kobalann.com and explain the situation: you will be responsible for the shipping costs (shipping and return) of the product in question, but we undertake to reimburse you as soon as possible for the said product, once it has been returned, if it is in good condition and not unpacked.
