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FAQ

Delivery/payment

What delivery methods are available ?

Cocooncenter offers a wide range of delivery options for your convenience. To find out about all the delivery methods available in your country, please select your country from the drop-down list below here.

What are the delivery cost and delay?

Cocooncenter offers a range of delivery options to countries all over the world, with free delivery depending on the destination country and the value of your order. For example, in France, the delivery is free over: 39€ purchase at a collection point ; 59€ home delivery (with Colissimo); Practical info You can find details of delivery costs and times for your country here.

What should I do if my order is refused?

You can contact your bank to find out why.
Your order will then not be registered. You may place your order again using another payment method

Delivery restrictions

Some laboratories apply restrictions to certain categories. Products may be limited to a maximum quantity per order or not authorised for sale outside the European Union. If sales are made despite the restrictions, they will be reimbursed immediately. (Article 15 CGV). Practical infos See the full list of restrictions below.

What are the delivery charges?

Delivery charges correspond to the cost of transporting your parcel from our warehouse to the place where you want it to be delivered. These costs may vary depending on the delivery method you choose, whether home delivery or delivery to a collection point, and also if you have selected any options (such as delivery insurance or delivery against signature).

What does the insurance paid on delivery cover?

Delivery insurance allows you to insure your parcel when the carrier is unable to deliver it to you in the event of theft or loss. In such cases, Cocooncenter will open an investigation with its transport provider and refund you in full or return your parcel to you once the investigation is complete. How do I insure my parcel? If you wish to take out this insurance option when purchasing a parcel, here's how to proceed: At the 3rd stage of your order, called "ADDRESS AND DELIVERY METHOD", choose one of the home delivery methods in the "Home" box. After selecting delivery by Colissimo with the option "Delivery with signature" or delivery by Chronopost, you can choose whether or not to take out theft/loss insurance. The price of this insurance is €0.99 per €150.00 of purchase, so it varies according to the total price of your basket. Practical information Theft/loss insurance does not cover parcels received in poor condition. A parcel in poor condition must be refused by the carrier or left unopened at the post office.

How to be delivered to another address or to change my delivery address?

How do I change my delivery address when ordering? In the 3rd step of your order "ADDRESS AND DELIVERY METHOD", click on "Change my delivery address" or "Change the relay point address"", then add a new address or choose your new relay point. How do I add a delivery address to my account? By logging into your account, in the "My account" section, click on "My profile" "My address book". You can now "Add a new address" or "Modify your current delivery address

Can I change my address if my order is out for delivery?

The delivery chains are automated. Once an order has been validated and is on its way, it is not possible to change the delivery method or address.

What should I do if my order has not been dispatched but I have been charged?

If your order has been charged and you have noticed that it has not been dispatched, we advise you to contact our Customer Service to explain the problem so that we can find out why.

Cocooncenter Customer Service is available Monday to Friday from 9am to 6pm by phone at {NUM_LOCAL_TELEPHONE} or via the form here.

What should I do if I've been charged twice?

If you have been debited twice, this may be due to Cocooncenter or your bank. The best solution in this case is to contact Customer Service to inform us of the problem and allow us to put all possible means in place to regularise the situation.

You can reach Cocooncenter Customer Service Monday to Friday from 9am to 6pm by phone at +441202122665 or via the form here.

Customer Account

What information can I find in my account?

Your customer account allows you to obtain a certain amount of information or to carry out various actions: You can track the progress of your orders and your parcel. Change your contact details and password, and check your loyalty points.

How can I create an account ?

To create your customer account without placing an order: go here. Enter your full contact details and telephone number, your e-mail address and a password, then click on "Register".

To create a customer account for your first order:

After clicking on "Order" in your basket,
click on "Place order
click on "Register" and complete our registration form.
Please also note that you can sign up for the Newsletter on this registration page by ticking the box ""I would like to receive promotional offers and information from Cocooncenter.

If you wish to receive all information and notifications relating to your order, it is important that your e-mail address is valid. We advise you to choose your main e-mail address and a password that is sufficiently complex but easy for you to remember.

If you do not receive the e-mails sent by Cocooncenter (order confirmation, invoice, shipping information, etc.), please check first that this is your e-mail address. If your e-mail address is correct, check your spam folder where our e-mails may have been directed. If you still do not have access to our e-mails, please contact our Customer Service department.

You can change your e-mail address or password, your billing address or your delivery address at any time in your customer account. This may be different from your billing address if you wish to make a gift or if you wish to have your order delivered to your place of work, for example.

Practical information

If you are unable to register when you create your account, check that all the mandatory fields have been filled in. They are indicated by a red asterisk.

What is the purpose of my account mail?

The email address you provide when creating a Cocooncenter account is essential as it is :

A login, which allows you to connect to your account;
A means of communicating with Customer Service;
This is where you will receive our newsletter offers.

I've forgotten my password. What should I do?

If you wish to log in to your account and you have forgotten your password: First click on "Forgot your password?", then enter your e-mail address in the "Forgot your password?" box and click on "OK".

An e-mail will be sent to the e-mail address you provided. All you have to do now is click on the link* you received in your inbox and type in a new password.

If you don't remember your password when you place an order :
In the box "I am already a Cocooncenter customer" click on "Forgot your password?" then enter your e-mail address.

An email will be sent to the email address you entered. All you have to do now is click on the link* you received in your inbox and type in a new password.

*The link you received is valid for 48 hours.

How can I change my personal details?

All your personal information can be modified on Cocooncenter.com. All you have to do is log in to your account, access it and select the details you wish to change in the "My account" frame.

My order

How do I place an order?

To order from Cocooncenter, you need to add a product to your basket. Click on "Add to basket".

Once you have added an item to your basket, you can access your basket by clicking on "Checkout" on the right-hand side of the "My basket" frame. In this basket, you can change the quantities of an item, delete it, or add a promotional code. You can also estimate your delivery costs according to your country and delivery speed.

Once you have finalised your basket, click on "Place order". There are 5 steps to validating your order.

If you are already logged in to your account, go to step 2.

Step 1: Registration

If this is your first order on Cocooncenter, you will need to create a customer account. To do this, simply click on "register" and complete our registration form. Make sure that your e-mail address is valid so that you can receive all our notifications about your order.

Our advice: choose your main e-mail address as this is the address to which all e-mails relating to your order will be sent.

If you are already a Cocooncenter customer and you are not logged in, log in with the e-mail address and password you registered when you placed your first order and click on "log in" to place your order.

Practical information

If you would like to create an account but don't know how, click here.

Step 2: Delivery

Choose the delivery method you prefer from the choices offered, as well as the various options: delivery insurance, with or without signature.

The delivery times shown are given as an indication and can only be respected by Cocooncenter if your order is finalised within a few minutes. At this stage, you can change your delivery address by clicking on "Change my delivery address" or "Change the address of the collection point".

Practical information

If you would like to know the delivery costs and times for your country, select your country below.


Step 3: Summary

Check the contents of your order on the summary page: item(s), address(es), delivery method and costs and options. You can also see the estimated delivery date and your promotional code if you have added one.

At this stage you can no longer modify the quantities, but you can return to the initial basket by clicking on "CART".

At this stage, the price may change as the VAT will be adapted to the destination country of the order. If you would like more information about VAT, please click here.

Step 4: Payment

Depending on the delivery method you chose in the previous step, you will be offered one or more payment methods. Once you have selected your payment method, you will be redirected to the page of one of our partners in order to finalise your payment.

If you have chosen a direct payment method (e.g. credit card), we will give you an estimated delivery date. On the other hand, if you have chosen an indirect method of payment, we cannot give you an estimate as the preparation of your order will begin once your payment has been received. On average, your order will be delivered 2 to 3 days after we receive your payment.

To find out about all the payment methods available on Cocooncenter, click here.

Step 5: Confirmation

Once your payment has been validated, a confirmation of your order will be displayed. You will also receive a summary of your order by email to the address you provided.

Our advice: if you do not receive the emails sent by Cocooncenter (order confirmation, invoice, shipping information, etc.), please check your spam folder where our emails may have been directed.

I have a Promo Code, how do I use it?

To apply your promotional code, please follow the steps below:

Once you are in your shopping basket, on the right of your screen, under the heading "Add a promotional code", "Do you have a promotional code?", enter your promotional code then click on "OK".

A box will appear to confirm that the promotional code has been taken into account and the promotion will automatically be applied to the price of your items.

Check the expiry date of the promotional code, as Customer Service is unable to reactivate it once this date has passed.

My Promo Code doesn't work, what should I do?

In the event that when you enter your promotional code, it indicats you that your promotional code does not exist, we invite you to first check the writing and origin of this promotional code.

If you still don't understand why the promotional code doesn't apply, contact our customer service before placing your order.

However, when a promo code has expired, customer service is unable to let you take advantage of the promotion.

Can I have/choose samples in my parcel?

Samples depend on our suppliers; it is not possible to choose a particular product or brand. We may also be temporarily out of samples.

How can I track my order?

From validation to dispatch of your order, we will keep you informed of the progress of your order via emails sent to the email address you used to place the order.

You can track your order from your account by logging in to your account and accessing it. In the "Manage my account" section, click on "My orders" and you will see a table with all your orders, all their information including their status and the tracking of parcels.

Practical information

To facilitate the delivery of your parcel, we recommend that you indicate your name on the letterbox and on the doorbell

What is the withdrawal period?

You have 14 days to return your items.

To do this, contact Customer Service on +441202122665 or via the form here to receive a returns voucher that will allow you to return your parcel with peace of mind. Cocooncenter will not be able to process your request without this returns voucher.

After this 14-day period, Cocooncenter is no longer obliged to accept your withdrawal request.

When you return your parcel, it must if possible be in the original packaging or in packaging that does not risk damaging the products it contains. The products must not have been opened or used.

We do not recommend that you return your products in an envelope, as these could be damaged during transport and therefore no longer be in their original condition. Furthermore, in the event of receipt of damaged products (which do not comply with the return conditions), no refund will be made.

Can I change my order?

When you place an order and it is validated, it is unfortunately not always possible for us to modify or delete an item or to change your method of payment or delivery.

If your order is being prepared, no changes or cancellations are possible. If your order has not yet been prepared it is not possible to add items but you can remove/replace items or cancel your order.

The best solution is to contact our Customer Service to find out the status of your order and to see whether or not changes are possible.

How do I return a product under warranty?

First of all, when you have a problem with a product and you want to return it, you need to make sure that the product is under warranty and that the warranty is still valid. Call our customer service by phone at +441202122665 or via the form here, in order to make a return and be sure that your product is under warranty. It is important to wait for the returns voucher sent by customer service before sending a parcel back to us. Once you have completed and signed the returns form, you can send us your product.

Checks are carried out on your product. If your product is found to be faulty, it will either be repaired or a new product will be sent to you.

My order is still awaiting payment. What should I do?

Checks are made every day to verify payment for the orders we receive. If your order is still indicated as awaiting payment 24 hours after your payment, we invite you to contact our Customer Service by e-mail or by telephone via the form here or at +441202122665 (Monday to Friday, 9am to 6pm).

How do I cancel my order?

To cancel your order you must contact our customer service department as soon as possible either by telephone on +441202122665 or via the form here (Customer service available Monday to Friday from 9am to 6pm).

If your order has not yet been prepared, you will be able to cancel it. Please note, however, that once your order has been validated, it will automatically be prepared.

I have asked for my order to be cancelled, but it has already been dispatched. What should I do?

Unfortunately, depending on the progress made in preparing your order, we may not be able to stop your parcel being sent in time.

Consequently, we invite you to refuse it with the carrier on delivery so that it can be returned to us, and then to inform us by contacting Customer Services so that we can make the refund as soon as we receive the parcel(s).

If your parcel was left in your letterbox while you were away, return it to your post office so that it can be returned free of charge.
If you have asked for your parcel to be delivered to a collection point, we advise you not to collect it, as it will be returned to us after two weeks and your money will be automatically refunded. Alternatively, contact the collection point or go there to ask for the parcel to be refused.

I can't validate my basket or I can't add items to my basket. What should I do?

If you are unable to add items to your basket, you need to check :

- That the products you wish to add are not out of stock, i.e. that the words "In stock, dispatched within 24/48 hours" are indicated on the product page.
- And that the products are not subject to any restrictions. Please select your country below to find out about possible restrictions in that country here.

Our ordering process requires your computer to accept cookies. Cookies are used to save the items added to your shopping basket for ordering purposes. If they have been disabled, you will need to change your browser options accordingly.

An item is damaged. What should I do?

If you receive a faulty item you must contact our customer service department as soon as possible to explain your problem. If you can, take photos to support your claim and enable us to make an appropriate decision as quickly as possible.

I haven't received my invoice. What should I do?

An e-mail containing your invoice will be sent to you a few hours after your order has been dispatched. If you have not received this e-mail, you can view a PDF version of your invoice directly in your account in the "My orders" section.

If you are unable to open the invoice in PDF format, you can download Acrobat Reader free of charge from this address: https://get.adobe.com/reader/

I haven't received an e-mail confirming my order. What should I do?

Confirmation of your order is sent after you have made your payment online. Please check your order tracking to ensure that your order has been registered. Make sure that the e-mail address registered is correct or that our confirmation e-mail has not been sent to the "Junk mail" folder in your mailbox.

You can try logging out and back in to your Cocooncenter account. If you are unable to log in to your account, the email address you have entered is probably incorrect, so check its spelling.

If you are not logged out of your Cocooncenter account, check the email address you entered.

If you are still unable to access your account, please contact our customer service department using the form here or by calling +441202122665 (Monday to Friday, 9am to 6pm).

I'd like to leave a review of my order/products. How do I do this?

Leaving your opinion is very simple! A few days after placing your order you will receive an e-mail so that you can give your opinion on the products and on Cocooncenter.com.

Your review will then appear on the product sheet.

Customer benefits

How do I unsubscribe from the newsletter?

If you wish to unsubscribe from the newsletter, access your account or go to a newsletter e-mail you have received. In the "Manage your account" section under "My communication preferences", simply indicate the reason why you wish to unsubscribe and then click on "Unsubscribe".

You can also unsubscribe from your mailbox. When you receive emails from the Newsletters, you can click on "Unsubscribe" at the end of the email at any time. You will also need to indicate the reason why you wish to unsubscribe and then click on "Unsubscribe".

You will receive an e-mail confirming that you have unsubscribed from the newsletter.

How does the Cocoon & you loyalty programme work?

Each time you purchase a Product (excluding delivery costs), you will earn points according to the following scale: 1€/£/$ incl. VAT = 10 points. When you make a purchase on the Site, the amount of your purchase will be automatically converted into points which will be credited to your account. Points are credited when your order is dispatched. These points are valid for 1 (one) year from the date on which they were credited.

In the event of a product exchange or refund, the number of points linked to the purchase of this product will be deducted from your points balance. Under no circumstances may points be transferred or exchanged for cash.

You can freely consult the number of points accumulated directly in your online customer account. Additional points may be acquired as part of special operations,

How can I earn Cocoon & vous loyalty rewards?

You will be able to exchange your points for rewards. Depending on the number of points you have, you will be able to choose a product from the "Cocoon & vous" catalogue available in the basket when you place your next order.

Products acquired as part of the "Cocoon & you" Program are neither exchangeable nor refundable.

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