Frequently asked questions
Can’t find your answer? Write to us at contact@koutonou.com or call +229 01 98 71 34 34.
Ordering
How do I place an order?
Add your products to the cart, click “Checkout”, check your address, choose the delivery method and then the payment method. You will receive a confirmation e-mail. See our guide How to order.
Do I need to create an account?
Yes, an account is required to place an order. It lets you track your orders and keep your addresses.
I forgot my password.
On the login page, click “Forgot your password” and follow the instructions received by e-mail.
Payment
Which payment methods do you accept?
Mobile Money and bank card through our secure partner FedaPay, as well as bank transfer. The available methods are shown at the “Payment” step. Details on the page Payment and security.
My payment failed or I was charged without an order confirmation.
Do not pay a second time. Write to us with your Mobile Money phone number and the time of payment: we will check and settle your order.
Delivery
How much does delivery cost and how long does it take?
Standard delivery starts at 1,000 CFA incl. tax, depending on your order amount and your address, and takes 1 to 3 days. The exact amount is shown in your cart before payment. See the page Delivery.
Where do you deliver?
We deliver worldwide.
Can I pick up my order in store?
When this option is offered at the “Delivery method” step, yes, free of charge.
How do I track my order?
See the page Order tracking and customer service.
Returns and refunds
Can I return a product?
Yes, within 15 working days of receipt, if the product is unused, in its original packaging and accompanied by proof of purchase. Some products (hygiene, food, etc.) cannot be returned. See Returns and refunds.
I received a defective product.
Report it to us within 48 hours with photos: we will arrange the replacement or refund at no return cost to you.
Welcome code
How do I use my code BIENVENUE10?
In your cart, click “Do you have a promo code?”, enter BIENVENUE10 then confirm. It gives 10% off your order (excluding delivery fees), usable once per customer, until January 16, 2027.
Selling on Koutonou
How do I become a seller?
See the page Sell and our seller guide.