FAQ

Top 10 questions

How can I track my order?

You will receive a Track & Trace link in your email within 1 business day after placing your order. This means that your order has been shipped from our warehouse and is on its way to be delivered to you. Please check your spam box if you didn't receive an email. 

What are the delivery charges

The shipping and delivery charges vary per country. You’ll see which charges are applicable to you as soon as you place a product in your basket and fill in your address. 

Visit our Shipping & Deliverypage for more information.

What is the difference between a Synergy S and a Synergy Pro?

The Synergy S (all sizes) lets you connect one Bluetooth device (such as your smartphone or tablet) to a maximum of two Synergy S speakers. 

 The Synergy Pro is designed for people with bigger plans: this version lets you connect one Bluetooth device to an unlimited number of Synergy Pro's.

Most people will go for the Synergy S. If you are planning to buy more than 2 Synergy speakers, then the Pro version is the better option.

How can I pair the Synergy S with my device?

Check out our video manuals or consult the instructions manual that came with your product. You can also download the instruction manual of the Synergy S in all sizes here.

How can I restart my product to fix Bluetooth pairing and sound issues?

If your speaker is not pairing well with your smartphone or device, you can unpair via Bluetooth, restart your product, and pair via Bluetooth again. Here's how:

- Unpair your product and your device by removing the product from the Bluetooth menu on your device.
- Turn your product off.
- Hold the on/off button of your product for around 10 seconds until it turns on and then off again.
- Now you can add again your product to the Bluetooth menu in your device and enjoy.

Still need help? Fill in this form, get a Support Case number, and we will contact you as soon as possible.

I'm experiencing charging issues with my product. How can I fix this?

If you're experiencing charge issues with your product, first determine where the issue is coming from: The adapter? The cable? The product itself?

You can determine this by trying a charger compatible with your product. For all the Synergy models it would be a standard USB adaptor and a standard USB-to-Micro USB cable, for example. For all other products you can use a USB-to-USB-C cable.

Still need help? Fill in this form, get a Support Case number, and we will contact you as soon as possible.

My product started beeping every now and then. How can I fix this?

When your product starts beeping it is giving you a signal of low battery, so please charge and make sure your adapter and cable are charging well.

Still need help? Fill in this form, get a Support Case number, and we will contact you as soon as possible.

I need a spare part to repair my product. Where can I get it?

Get spare parts and accessories to refresh or repair your product by contacting us at customerservice@kooduu.com. We will inform you if the spare part you're looking for is available and if your damage/need is covered or not by our two years warranty.

If you want to check if you're under warranty, please have your Kooduu order or invoice number ready.

If you are out of warranty, or do not have a proof of purchase (Kooduu order number or invoice), you will have to pay for the spare part. We will inform you the amount of money to transfer to our account and give you our bank details. Once the money is in our bank, we will ship your order.

I need a spare part, a replacement or a refund. I tried all the Kooduu troubleshooting suggestions, but my problem remains. How can I officially open a Support Case

No worries! As a Kooduu customer, we're here to help you. Have ready your order or invoice number and fill in this form.

Make sure you enter your email address correctly. You will get an automated email there with a Support Case Number. If this happens, you can rest assured that your case will land in our team's to-do list and we will help you as soon as possible.

I have a Support Case Number and an UPS return label. Now what?

Prepare the parcel, print the return label, and bring the package to an UPS collection point near you. Alternatively, you can also schedule a pre-paid collection with UPS using the UPS Track & Trace number you received.

Once the package reaches us, our technician will inspect your return. Shortly afterwards, we will contact you with a solution in form or a spare part replacement, product exchange, or a refund, if a refund is applicable in your case.

Synergy

What is the pincode for the bluetooth connection?

For newer models the pincode is 5638

For older models it is 1234

What's the difference between the Synergy S and the Synergy Pro?

The Synergy S (all sizes) lets you connect one Bluetooth device (such as your smartphone or tablet) to a maximum of two Synergy S speakers. 

 The Synergy Pro is designed for people with bigger plans: this version lets you connect one Bluetooth device to an unlimited number of Synergy Pros (and Nordic Light Pros!) – with a radius of up to forty meters.  

What are the dimensions of the Synergy Bluetooth speakers?

The Synergy S and Synergy Pro are available in three sizes: Small (35), Medium (50) and Large (65).  

- Synergy 35 = 24 cm (Ø) x 41.2 cm (H) 
- Synergy 50 = 31.7 cm (Ø) x 56.3 cm (H) 
- Synergy 65 = 41 cm (Ø) x 71.3 cm (H) 

How much does the Synergy weigh?

The Synergy series is lightweight and super easy to carry around thanks to the grain leather handle. 

- Synergy 35 = 1.55 kg 
- Synergy 50 = 2.65 kg 
- Synergy 65 = 4.25 kg 

What can I use the Synergy's multifunctional compartment for?

You can use the multifunctional compartment as a wine cooler or as a vase. 

- Synergy 35 = one wine bottle 
- Synergy 50 = one wine bottle 
- Synergy 65 = two wine bottles   

Or… you can let your imagination run wild!

Is the Synergy's multifunctional compartment waterproof?

Yes, the multifunctional compartment is waterproof. However, the speaker (which is located on the bottom) is not.

You can use the Synergy outside, but please make sure to never leave it out in the rain. In addition, the grain leather handle isn’t particularly fond of water either.   

What is the maximum distance between the Synergys and the Bluetooth device?

The maximum distance between both devices is up to 10 meters.

How long does it take to charge the Synergy?

It takes approximately six hours to fully charge all Synergy speakers.  

What's the Synergy playtime?

The playtime for the Synergy is up to 10 hours.

Can you pair a Synergy S with a Synergy Pro?

No that is not possible. You only can pair one Synergy S with one other Synergy S.

Nordic Light Pro

Does the Nordic Light Pro come in different colors?

Yes, the Nordic Light Pro comes in the colors black, silver and green. 

What are the dimensions of the Nordic Light Pro?

The Nordic Light Pro measures 14 cm in diameter and 17.7 cm in height. 

How much does the Nordic Light Pro weight?

The Nordic Light Pro weights just 0.89 kg. 

What is the maximum distance between the Nordic Light Pro and the Bluetooth device?

The maximum distances between both devices is up to 10 meters. 

How long does it take to charge the Nordic Light Pro?

It takes four hours to fully charge the Nordic Light Pro. 

What's the Nordic Light Pro's maximum playtime?

The Nordic Light Pro’s rechargeable battery lasts up to ten hours.  

What's the audio quality of the Nordic Light Pro?

The Nordic Light Pro is equipped with two 25W premium quality speakers. 

Others

What is the pairing PIN for the Synergy and Nordic Light Pro?

For the first version of the Synergy and Nordic Light Pro, the PIN was 1234.

For its latest versions, the PIN is 5638.  

How do I set up my Synergy or Nordic Light Pro network?

You can watch these videos to find out how to set up your Synergy or Nordic Light Pro network.

What are the delivery charges?

The delivery charges vary per country.


You’ll see which charges are applicable for you as soon as you place a product in your basket and fill out your address. 

Lite-up Play

Does the Lite-up Play come in different colors?

Yes! The Lite-up Play comes in the colors Petroleum, Earth, Sky Blue and Light Rose.

The Petroleum and Earth have a classy dark wooden handle. The Sky Blue and Light Rose have a light wooden handle.

How long does it take to charge the Lite-up Play?

It takes up to four hours to fully charge the Lite-up Play.

What's the Lite-up plays maximum playtime?

The Lite-up Plays rechargeable battery lasts up to 18 hours when using just the light and up to 10 hours when using the light and sound.

What is the dimension of the Lite-up Play?

The dimension of the Lite-up Play is 29 cm (Ø) x 40 cm (H)

Is the Lite-up Play wireless?

Yes, the Lite-up Play is wireless. 

Is the Lite-up Play dimmable?

No, the Lite-up Play is not dimmable.

Is the Lite-up Play waterproof?

No, the Lite-up Play is not waterproof.

Can you pair the Lite-up Play with another Lite-up Play?

Yes, you can pair a Lite-up Play with another Lite-up Play.

Lite-up

Does the Lite-up come in different colors?

Yes! The Lite-up comes in the colors: Petroleum, Earth, Sky Blue and Light Rose.

The Petroleum and Earth have a classy dark wooden handle. The sky blue and light Rose have a light wooden handle.

How long does it take to charge the Lite-up?

It takes four hours to fully charge the Lite-up.

What's the Lite-ups maximum playtime?

The Lite-ups rechargeable battery lasts up to 40 hours.

Is the Lite-up wireless?

Yes, the Lite-up is wireless.

What are the dimensions of the Lite-up?

The dimensions of the Lite-up are:  20 cm (Ø) x 26 cm (H).

Is the Lite-up dimmable?

Yes, the Lite-up is dimmable in 4 intensities, 25%, 50%, 75% and 100%.

Is the Lite-up waterproof?

No, the Lite-up is not waterproof.

Is the Lite-up a speaker?

No, the Lite-up is not a speaker. The Lite-up is a portable and dimmable LED lamp.

Glow 10

What are the dimensions of the Glow 10?

The dimensions of the Glow 10 are:  9 cm (Ø) x 10 cm (H).

Does the Glow 10 come in different colors?

Yes, the Glow 10 is available in the colors Green and Smoked Grey.

Is the rechargeable Shine LED candle included with the purchase of a Glow 10 candle holder?

No, the Glow 10 candle holder and the Shine LED rechargeable candle are different products. 

Glow 08

What are the dimensions of the Glow 08?

The dimensions of the Glow 8 are:  9 cm (Ø) x 8 cm (H).

Does the Glow 08 come in different colors?

Yes, the Glow 8 is available in the colors Green, Smoked Grey and Purple.

Is the rechargeable Shine LED candle included with the purchase of a Glow 8 candle holder?

No, the Glow 08 candle holder and the Shine LED rechargeable candle are different products.

Shine LED candle

What is the dimension of the Shine LED candle?

The dimensions of the Shine LED candle are:  7 cm (Ø) x 6 cm (H).

Where does the Shine LED candle fit?

The Shine LED candle fits the Nordic Light Pro, the Glow 08 and the Glow 10.

How long does the Shine LED candle battery lasts?

The battery of the Shine LED candle lasts  up to 70 hours.

Is the Shine LED candle rechargeable?

Yes, the Shine LED candle is rechargeable.

How long does it take to charge the Shine LED candle?

It takes 3 hours to charge the Shine LED candle.

How can I charge the Shine LED candle?

The Shine LED candle can be recharged with an USB to USB-C cable.
A 27 cm chargingcable is included in the purchase.