Frequently Asked Questions

KÖÖKone is a portal reserved for business customers (Ho.Re.Ca. and companies). To purchase, you need to enter company data and VAT number during registration.

Prices are shown VAT exclusive. The VAT applied depends on the rate applicable to the products.

You can update company data (business name, VAT, SDI/PEC) from your profile. Some data may require verification: if needed, contact support.

Yes. The electronic invoice is issued with the data entered in your profile and sent via SDI. You can also download a copy from the "My Orders" area.

It depends on the order structure and supplier. In case of multi-supplier orders, you may receive separate documents for each shipment/supplier.

1) Log in or register, 2) Add products to cart, 3) Enter address and delivery preferences, 4) Complete the order and receive confirmation email.

It depends on the supplier and/or product type. Any minimums or conditions are shown on the product page, in the cart or at checkout.

Availability is updated as much as possible. In some cases (high turnover, fresh, multi-warehouse) it may vary: if an item cannot be confirmed we will contact you with available alternatives.

If the order has not yet been processed by the supplier, we will do our best to help. Contact us immediately with order number and request.

From the "My Orders" section you can see status, tracking (when available) and documents.

Yes, payment is made in a single transaction, while shipments and documents may be separate by supplier.

Times depend on the supplier and product type. At checkout we show a delivery estimate; some items may require longer times.

Yes: if the order includes products from different suppliers or with different logistics, you may receive separate deliveries.

Yes, you can enter delivery notes at checkout (times, restricted zones, intercom, unloading). We will do our best to forward them to the courier; we cannot always guarantee execution.

If available, it is linked to supplier/area and is only offered when applicable.

Yes, according to B2B conditions and supplier/product rules. Some categories (e.g. perishables, fresh, opened sealed products) may not be returnable.

Report it within 48 hours of delivery (recommended: photos of packaging and product + order reference). We will indicate the procedure (pickup, replacement or credit note).

For business customers we issue a credit note following return/claim approval. Processing times depend on the outcome of checks and supplier rules.

If the return is due to our/supplier error or damaged goods: return at our expense. If it is a "commercial" return (when allowed): may be at customer expense.

Email: support@kookone.com – Hours: Mon–Fri 9:00 AM–6:00 PM. To speed up: include order number, photos and problem description.