Frequent questions

¿How much time does my order take to arrive?
Shipping times are different in each country, here you can see the delivery times.

Standard Shipping:

In order to Spain (Peninsula and Islands) from 4 to 7 business days.
In order to Portugal 4-7 business days.
In order to UK 4-7 business days.
In order to France 6 to 9 business days.
In order to Germany 6 to 9 business days.
In order to Italy 7 to 10 business days.
In order to chili 7 to 10 business days.
In order to Colombia 7 to 10 business days.
In order to Mexico 10-15 business days.

Express Shipping:
This shipment is available for:

Spain (Peninsula) and Portugal.
The order must be made before 12:00 to receive the order in 24 - 48 hours working days, in case it takes place after 12:00, it will be sent to the next day and its delivery time will be 24 - 48 working hours.

For Italy and France.
The order must be made before 12:00 to receive the order in 48 - 72 hours working days, in case it takes place after 12:00, it will be sent to the next day and its delivery time will be 48 - 72 working hours.

For Germany.
The order must be made before 12:00 to receive the order in 72 - 96 hours working days, in case it takes place after 12:00, it will be sent to the next day and its delivery time will be 72 - 96 working hours.

What is the cost of shipping my order?
Delivery costs are free for all Spain, both the Peninsula and the Islands.

My order has been shipped, but there is an error in the address?
Check your address, street name, telephone number and postal code well before proceeding with the purchase, because a incomplete address or wrong may cause delays me cost overruns in the delivery of your order.

The transport company will make up to two delivery attempts, we recommend that add your phone of mobile, in case of absence they will be able to contact you.
If your package has not been delivered, it will remain in the office closest to your home for 14 days waiting to be picked up.

After that time, the package will be returned to our offices, in order to make a new shipment, the client must contact contact us and shall bear the costs return. The new expenses incurred by this forwarding are of 2,99€ (VAT included).

What forms of payment are available to place my order?
You can process your order with: Amex, Apple Pay, Bancontact, Google Pay, iDEAL, Maestro, PayPal, Shop Pay or VISA.

Can I modify or cancel my order once it has been placed?
If you want to modify any information about your order or cancel it, you must contact us by email info@koencollections.com
You can do it in case your order has not been placed or shipped. Therefore, contact us as soon as possible if you have any questions about your order.

Can I record a playlist instead of a song?
You can record everything that is within the music platform. Like your own playlist, podcasts, albums, and even artists.

Can I modify my playlist once it has been recorded?
Your playlist can be modified without problem, add or delete all the songs you want, the scan will continue to work correctly, unless the playlist in question is removed.

What can I do if I can't scan the code?
If you are having trouble completing the scan, here are a few recommendations.
- First of all, avoid any kind of reflections in the area where the recorded code is located.
- Zoom into the phone as much as possible to carry out the scan, the code is as close as possible to the box that appears on the screen.
- Use good lighting, natural light helps when executing the scan.
- Scan vertically.
- Lastly, when the code is clear, hold the camera in the same position for a few seconds.

In case it was not possible for you to scan it with the instructions mentioned, send us a message to info@koencollections.com next to the image of the purchased product.

I have a question, but it does not appear in any of the previous answers.
In case you have any questions or suggestions, you can contact us through our form Contact.