handmade interior & exterior decor based in málaga, spain

policies

trust is based on clarity

We aim to be ethical, clear and fair in our vision and policies. Review below to learn how we see certain aspects of our trade, to inform yourself about our work process and how we take responsibility.

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Website Policies

Last updated: 06 – 01 -2026

These policies apply to all purchases made through our website. We make all products by hand using natural bamboo and related materials. Please read these policies carefully before placing an order.

1. Shipping & Delivery Policy

Made-to-order production

Most of our products are handmade to order. This means production starts after your order is placed.

Estimated production time “Illumination”: 10 – 12 days
Estimated production time “La Julietta”: 28 days lead-up + 7 days per blind
Estimated production time “La Portera”: 28 days for standard sizes/In consultation for custom sizes

Production times are estimates, not guarantees. Delays can occur due to material availability, weather conditions, or high order volume.

Shipping times

Shipping times depend on your location:

  • Spain: 3 days
  • European Union: 5 days
  • Outside the EU: 10 days

Shipping times are in addition to production time.

Shipping method

We ship using selected, widely accepted and respected courier services. Tracking information will be provided when available.

Large or heavy items are delivered kerbside only. Installation or carrying items into the property is not included.

Customs & import duties

For deliveries outside the EU, customers are responsible for any customs duties, import taxes, or local fees charged by their country.

Delivery responsibility

Once an order has been handed over to the courier, delivery times are outside our direct control. We are not responsible for delays caused by the courier or customs authorities.

2. Returns & Refunds Policy

Because of the handmade and often custom nature of our products, return rights differ between custom-made and standard items.

Custom & made-to-order items

Custom or made-to-order items cannot be returned or refunded for reasons including, but not limited to:

  • Incorrect measurements provided by the customer
  • Change of mind
  • Colour or appearance expectations

Refunds or replacements are only offered if:

  • The item is faulty due to a manufacturing defect
  • The item was damaged during transport

Damage must be reported within 48 hours of delivery and must be supported with clear photographs of the packaging and the product.

Standard / ready-made items

If we offer standard (non-custom) items:

  • You may return the item within 14 days of delivery
  • Items must be unused and in original packaging
  • Return shipping costs are the responsibility of the customer

Refunds will be issued after the returned item has been received and inspected.

3. Natural Materials & Product Variation Policy

Our products are made using natural bamboo and other natural materials.

This means:

  • Colour, texture, and diameter variations are normal
  • Bamboo nodes, marks, and cracks are part of the material
  • Measurements may vary slightly due to handmade production

Product photos are representative examples. No two pieces are exactly the same.

Natural variations are not considered defects and are not grounds for return or refund.

4. Installation & Use Policy

We provide installation services only in consultation and only for non-electrical products.

Installation responsibility

  • All products must be installed by the customer, unless consulted and agreed differently
  • Electrical components (e.g. ceiling lights) must be installed by a qualified electrician

We are not responsible for damage, injury, or malfunction caused by:

  • Incorrect installation
  • Modifications to the product
  • Use outside the intended purpose

Intended use

Products are intended for their descriptive purposes only, unless explicitly stated otherwise (e.g. indoor use).

5. Warranty Policy

We offer a 12 month warranty on workmanship.

The warranty covers:

  • Manufacturing defects

The warranty does not cover:

  • Normal wear and tear
  • Effects of sun exposure, humidity, or climate
  • Improper installation or use, unless executed by Koko Bamboo or their representatives
  • Outdoor use unless explicitly stated

6. Payment & Pricing Policy

Payments

Accepted payment methods: AMEX, VISA, MasterCard, Maestro, PayPal, Klarna, among others.

Payment is required in full at the time of order unless otherwise agreed in writing.

Deposits

For large or custom projects, a non-refundable deposit of 50% may be required.

Pricing

  • All prices are shown in € EUR
  • VAT handling: 21% – included at check out
  • Prices are subject to change without notice, except for custom work

7. Cancellation Policy

Custom & made-to-order items

Orders for custom or made-to-order items may be cancelled within 48 hours of placing the order.

After this period, cancellations are not possible as production may have started.

Standard items

Standard items may be cancelled in accordance with EU consumer regulations.

8. Privacy Policy

We respect your privacy and comply with the General Data Protection Regulation (GDPR).

We collect personal data only to:

  • Process orders
  • Communicate with customers
  • Improve our services

We do not sell or share personal data with third parties except where necessary to fulfil an order (e.g. couriers, payment providers).

You have the right to access, correct, or request deletion of your personal data.

Full privacy details: view here

9. Terms & Conditions

These Terms & Conditions apply to all use of this website.

Key points:

  • Governing law: Spain
  • We reserve the right to refuse or cancel orders
  • Product designs and content remain our intellectual property
  • Our liability is limited to the purchase price of the product

Full Terms & Conditions: view here

10. Cookie Policy

This website uses cookies to:

  • Ensure proper website functionality
  • Analyse website traffic
  • Improve user experience

You may accept or reject non-essential cookies at any time.

More information: view here

11. Trade / B2B Policy

For hotels, architects, designers, and commercial clients:

  • Minimum order value: N/A
  • Lead times: prioritised
  • Trade pricing: contact us for consultations and quotes
  • Custom project terms apply

Please contact us directly for trade enquiries.

12. Care & Maintenance Guide

To ensure the longevity of your product:

  • Use only in appropriate environments
  • Avoid prolonged exposure to moisture, unless explicitly stated differently
  • Clean gently with a dry or slightly damp cloth
  • Do not use harsh chemicals

Improper care may reduce the lifespan of natural bamboo products and is not covered by warranty.

If you have any questions about these policies, please contact us before placing an order.