Last updated: September 29, 2026
Welcome to the caooa.shop Frequently Asked Questions page.
This page provides general information about ordering, payments, shipping, delivery, returns, refunds and customer service.
The online store caooa.shop is operated by RelyOn Digital A/S.
If you cannot find the information you need below, please contact us:
Email: support@caooa.shop
Telephone: +45 58 49 18 23
1. Who operates caooa.shop?
caooa.shop is operated by:
Company name: RelyOn Digital A/S
CVR number: 40710973
Registered address:
Kalvebod Brygge 45, 3.
1560 København V
Denmark
Website: caooa.shop
Email: support@caooa.shop
Telephone: +45 58 49 18 23
2. How can I place an order?
You can place an order directly through caooa.shop.
Select the product and available variant you wish to purchase, add it to your cart and proceed to checkout.
During checkout, please review:
- Products and quantities;
- Product prices;
- Delivery information;
- Available shipping options;
- Shipping charges, if any;
- Available payment methods; and
- Final order total.
Please make sure your contact and delivery information is accurate before submitting your order.
3. How do I know if my order was successfully placed?
After successfully submitting an order, you may receive an order confirmation using the email address or other contact information provided during checkout.
The confirmation may include:
- Order number;
- Products ordered;
- Quantities;
- Delivery information;
- Selected payment method;
- Order amount; and
- Other relevant order details.
Please review your confirmation carefully.
If you believe there is an error, contact:
and include your order number where possible.
4. What payment methods do you accept?
Available payment methods are displayed during checkout.
Only payment methods actually displayed during checkout are available for the relevant order.
Available payment methods may vary depending on factors including:
- Customer location;
- Delivery destination;
- Currency;
- Product;
- Order value;
- Payment provider availability; and
- Current checkout settings.
Please review the available payment options before submitting your order.
For additional information, please review our Payment Policy.
5. Why is a payment method not available to me?
Payment methods may vary between customers or orders.
Availability may depend on:
- Customer location;
- Delivery destination;
- Currency;
- Order details;
- Payment provider requirements;
- Technical availability; and
- Current checkout settings.
A payment method available for one order is not guaranteed to be available for another order.
The payment methods shown during checkout are the methods currently available for that specific order.
6. Is payment through caooa.shop secure?
Depending on the payment method selected, payment may be processed through Shopify or an independent payment service provider.
Payment transactions may be subject to authorization, authentication, fraud-prevention and other security procedures.
For your security, never send us passwords, PIN codes, complete payment-card numbers or other unnecessary confidential authentication information by email.
Please review our Payment Policy and Privacy Policy for additional information.
7. Why was my payment declined?
Payments may be declined for reasons including:
- Incorrect payment information;
- Insufficient funds;
- Failed authentication;
- Bank restrictions;
- Payment-provider restrictions;
- Security checks;
- Regional restrictions; or
- Technical issues.
Payment authorization decisions may be made independently by the relevant bank or payment provider.
If a payment method is declined, you may use another available payment method where another option is displayed during checkout.
8. Where do you deliver?
We provide delivery to destinations currently supported through our online store.
Delivery availability may depend on:
- Destination country;
- Delivery address;
- Postal code;
- Product;
- Order details;
- Carrier coverage; and
- Available shipping services.
Enter your delivery address during checkout to confirm whether delivery is currently available to your location.
Supported delivery destinations may change from time to time.
9. How much does shipping cost?
Applicable shipping charges, if any, are displayed during checkout before the order is submitted.
Shipping costs may depend on:
- Delivery destination;
- Product;
- Order value;
- Parcel size or weight;
- Delivery method; and
- Current shipping arrangements.
Where free shipping is available for a particular order, the checkout will display the applicable shipping charge as free or zero-cost.
Please review the final shipping information before submitting your order.
10. How long does order processing take?
Orders are generally processed within 1–2 business days after they have been successfully placed.
Business days generally exclude weekends and applicable public holidays.
Processing time is the time required to confirm, prepare and dispatch your order and is separate from transportation time.
Orders placed during weekends or public holidays will normally begin processing on the next applicable business day.
11. How long does delivery take?
After dispatch, estimated delivery time is generally:
5–7 business days
This estimate does not include the initial 1–2 business day processing period.
Delivery times are estimates rather than guaranteed delivery dates.
Actual delivery times may vary because of:
- Destination;
- Carrier operations;
- Public holidays;
- Severe weather;
- Transportation disruptions;
- High delivery volumes;
- Customs procedures where applicable;
- Incorrect delivery information; or
- Failed delivery attempts.
Please review our Shipping and Delivery Policy for additional information.
12. How can I track my order?
Where tracking is available, you may receive:
- Carrier or courier name;
- Tracking number;
- Tracking link; and
- Other relevant shipping information.
Tracking information may require approximately 24–48 hours after dispatch to become active or update in the carrier's system.
If your tracking information has not updated for an extended period, please contact:
Please include your order number.
13. Can I change my delivery address?
If you need to change your delivery address, please contact us as soon as possible:
Email: support@caooa.shop
If your order has not yet been dispatched, we will make reasonable efforts to update the delivery information.
Once an order has been dispatched, we cannot guarantee that the delivery address can be changed.
Please carefully review your delivery information before submitting an order.
14. Can I change or cancel my order?
If you wish to change or cancel an order, please contact us as soon as possible:
Email: support@caooa.shop
Telephone: +45 58 49 18 23
If the order has not yet been dispatched, we will make reasonable efforts to process your request.
If the order has already been dispatched, it may no longer be possible to stop or modify the shipment.
This does not affect any statutory cancellation or withdrawal rights that may apply.
15. What should I do if my order is delayed?
Delivery delays may occasionally occur because of:
- Carrier congestion;
- Public holidays;
- Severe weather;
- Transportation disruptions;
- Customs procedures where applicable;
- High seasonal order volumes;
- Incorrect delivery information; or
- Other circumstances outside our reasonable control.
If the expected delivery period has passed and your order has not arrived, please check any available tracking information first.
If you still need assistance, contact:
Please include your order number.
16. What should I do if my parcel appears to be lost?
If you believe your parcel may be lost, please check:
- Available tracking information;
- Your delivery address;
- Carrier messages;
- Household members;
- Reception areas;
- Collection points where applicable; and
- Any designated delivery location.
If the parcel still cannot be located, contact:
We may investigate the shipment with the relevant carrier.
If the parcel is confirmed as lost, we will provide an appropriate remedy in accordance with our policies and applicable consumer law.
17. What happens if delivery cannot be completed?
If delivery cannot be completed, the carrier may:
- Attempt delivery again;
- Contact you;
- Provide additional delivery instructions;
- Hold the parcel temporarily;
- Deliver it to an available collection point where applicable; or
- Return the parcel to the sender.
Please monitor available tracking information and carrier communications.
If a parcel is returned to us because delivery could not be completed, please contact:
18. What should I do if my product arrives damaged?
If a product or parcel arrives damaged, please contact us promptly:
Email: support@caooa.shop
Where reasonably necessary, please provide:
- Order number;
- Description of the damage;
- Photographs of the product;
- Photographs of the packaging;
- Photograph of the shipping label; and
- Video where relevant.
Please keep the product and original packaging until the matter has been reviewed where reasonably possible.
We will review the issue and provide an appropriate remedy in accordance with our Return and Refund Policy and applicable consumer law.
19. What should I do if I receive the wrong product?
If you receive a product different from the one you ordered, please contact:
Please provide:
- Order number;
- Description of the issue;
- Photographs of the product received;
- Photographs of the packaging; and
- Shipping-label information where relevant.
Once the issue has been reviewed, we will provide an appropriate remedy.
20. What should I do if something is missing from my order?
If a product, accessory or component is missing from your order, please contact us promptly:
Please provide your order number and, where relevant, photographs of:
- Products received;
- Packaging; and
- Shipping label.
We will review the shipment and provide an appropriate solution.
21. Can I return a product?
Yes. We offer a voluntary 30-day return period for eligible products, subject to the conditions stated in our Return and Refund Policy.
The return period is generally calculated from the date you receive the product.
To request a return, please contact:
Email: support@caooa.shop
Telephone: +45 58 49 18 23
Please include your order number and information about the product you wish to return.
For complete eligibility requirements and return instructions, please review our Return and Refund Policy.
22. Do EU/EEA customers have a right of withdrawal?
Where applicable, consumers in the European Union or European Economic Area may have a statutory 14-day right of withdrawal for eligible distance contracts.
This statutory right is separate from our voluntary 30-day return policy and is subject to applicable legal conditions and exceptions.
Our voluntary return policy does not replace, restrict or reduce mandatory statutory consumer rights.
Please review our Return and Refund Policy for additional information.
23. Who pays the return shipping cost?
Responsibility for return shipping costs depends on the reason for the return and applicable law.
For voluntary or change-of-mind returns, customers may generally be responsible for return shipping costs where permitted by applicable law and where properly informed.
Where a product is confirmed to be defective, damaged, incorrect or otherwise non-conforming, we will handle reasonable return costs where required by applicable law.
Please review our Return and Refund Policy before returning a product.
24. How do I request a return?
To request a return, contact:
Email: support@caooa.shop
Telephone: +45 58 49 18 23
Please provide:
- Order number;
- Product you wish to return;
- Reason for the request where relevant; and
- Photographs or videos where reasonably necessary for damaged, defective or incorrect products.
Please wait for return instructions before sending the product.
Products should not be sent to an unauthorized address.
25. How are refunds processed?
Where a refund is approved, we will process it in accordance with our Return and Refund Policy and applicable consumer law.
Where possible and appropriate, refunds will normally be processed using the original payment method.
Where a refund cannot reasonably be returned through the original payment method, another legally appropriate refund method may be arranged.
We do not charge a separate refund processing fee.
26. How long does a refund take?
For approved voluntary returns, refunds are normally processed within the timeframe stated in our Return and Refund Policy after the returned product has been received and the return has been approved.
Statutory refunds are processed within the timeframe required by applicable law.
After we process a refund, additional time may be required for the funds to appear depending on the relevant:
- Bank;
- Card issuer;
- Payment method;
- Payment provider; or
- Financial institution.
If you believe an approved refund has been significantly delayed, please contact:
and include your order number.
27. What if I see a duplicate or incorrect payment?
If you believe you have been charged more than once, charged an incorrect amount or have another payment-related concern, please contact:
Please provide:
- Order number;
- Customer name;
- Email address used for the order; and
- A description of the issue.
For security reasons, do not send complete card numbers, PIN codes, passwords or other confidential authentication credentials.
28. Do you guarantee that products will always be available?
No.
Products are subject to availability.
Adding a product to your cart does not guarantee that it will remain available until the order has been successfully submitted and accepted.
If a product becomes unavailable after an order has been placed, we may contact you, cancel the affected item or cancel the order where necessary.
Where payment has already been collected and a refund is due, it will be handled in accordance with our Return and Refund Policy.
29. Why might an order be cancelled?
An order may be cancelled where reasonably necessary because:
- A product is unavailable;
- Material order information is incorrect;
- Payment cannot be completed or verified where applicable;
- The delivery address cannot reasonably be verified;
- Fraudulent or unauthorized activity is reasonably suspected;
- The order violates applicable law; or
- Another legitimate operational reason prevents fulfilment.
Where payment has already been collected for a cancelled order, any applicable refund will be processed in accordance with our Return and Refund Policy and applicable law.
30. How is my personal information used?
Personal information is handled in accordance with our Privacy Policy and applicable data protection requirements.
We may process information reasonably necessary for purposes including:
- Processing orders;
- Processing payments;
- Arranging shipping and delivery;
- Providing customer service;
- Handling returns and refunds;
- Maintaining website security;
- Preventing fraud; and
- Complying with applicable legal obligations.
For complete information, please review our Privacy Policy.
31. How can I make a privacy or data protection request?
For privacy or data protection enquiries, please contact:
Email: support@caooa.shop
Please provide sufficient information for us to identify and respond to your request.
Where reasonably necessary, we may request information to verify your identity before processing certain requests.
Please do not send unnecessary confidential information.
32. How can I make a complaint?
If you have a complaint concerning:
- A product;
- Order;
- Payment;
- Shipping or delivery;
- Return;
- Exchange;
- Refund; or
- Another matter relating to your purchase,
please contact:
Email: support@caooa.shop
Telephone: +45 58 49 18 23
Please include your order number where applicable and a clear description of the issue.
We will review customer enquiries and complaints as soon as reasonably possible.
Nothing in this FAQ limits any mandatory consumer rights.
33. Where can I find your store policies?
Our store policies are available through caooa.shop.
Relevant policies include:
- Terms of Service;
- Privacy Policy;
- Return and Refund Policy;
- Shipping and Delivery Policy;
- Payment Policy;
- Legal Notice; and
- Contact Information.
Please review the relevant policy for complete information regarding your order.
34. How can I contact caooa.shop?
For customer service, order, payment, shipping, return, refund or other enquiries, please contact:
RelyOn Digital A/S
CVR number: 40710973
Registered address:
Kalvebod Brygge 45, 3.
1560 København V
Denmark
Website: caooa.shop
Email: support@caooa.shop
Telephone: +45 58 49 18 23