MY ACCOUNT
- I can't login to my customer account.
To log in for the first time, you need to create an account by adding your e-mail address and creating a password.
If, despite changing your password and/or creating an account, you are still unable to log in, please contact us at : contact@cocoeko.fr
- I've forgotten my password.
If you can't log in because you've forgotten your password, you can click on "forgot password" to reset it.
ORDER/DELIVERY
- How do I know if my order has been processed?
To check that your order has been processed, you can go to your customer account: history > order details.
You will also receive an order confirmation e-mail within an hour of your purchase.
- Can I change my order?
Once your order has been placed, it cannot be modified. If you have any doubts, please do not hesitate to contact us: contact@cocoeko.fr
- How do I pay for my order?
You can pay for your items by credit card: visa, bank card, maestro, CB.
- What are the delivery times?
We commit to dispatch your order within 48 hours (working days). Orders placed before 12pm are shipped the same day.
We offer two delivery methods in mainland France:
- For Colissimo delivery at 7 euros, allow two to three days for your parcel to arrive directly at the address of your choice.
- For Chronopost delivery at 15 euros, allow 24 hours for delivery to your home or the address of your choice.
However, for personalized products, please allow 4 working days for the embroidery to be completed. Thereafter, the delivery time is the same as for non-personalized products. More information in the category Personalized products
- Is it possible to send my parcel to a delivery address different from the billing address?
It is possible to send your parcel to an address other than the billing address. To do this, you need to register a new address.
Then choose the address to be used for delivery and billing.
- My parcel has been lost. What should I do?
We invite you to contact our customer service by e-mail at contact@cocoeko.fr to find a solution together.
- I haven't received my parcel, it's been returned to sender. What should I do?
We invite you to contact our customer service by e-mail at contact@cocoeko.fr to find a solution together.
RETURNS/EXCHANGES
- How can I return my items?
To return items to us, go to your customer account and then to "my order history and details".
Then click on the order in question and tick the box of the product you would like to return, adding the reason for the return.
Click on "generate a return"
Once we have received your return request, we will send you a slip for returning the product. The product must be returned in its original packaging, unwashed and unworn.
Please note that personalized products are neither refundable nor exchangeable.
- How long does it take to return my items?
If you wish to return your order to us, you have 14 days from the delivery of your order to return any items that are not to your satisfaction, free of charge.
- I have returned products, when will I be reimbursed?
Refunds are made once the return has been received and validated. It will be effective between 5 and 10 working days after the refund, depending on the bank.
- Did you receive my return?
You will be informed by e-mail of the status of your return.
As soon as your parcel has been received, you will receive notification that your parcel has been upgraded to "parcel received" status.
Return requests made between July 30 and August 23, 2021 will only be processed from August 23.
- Do I have to pay for postage on returns?
We cover the shipping costs for returns of orders placed on the Cocoeko.co.uk website. To notify us of your return, please make a return request as explained .
- The item I ordered has a defect, what can I do?
We are committed to producing quality products that are gentle on your children and the planet, sewn in our workshops in northern France. If, despite the great care we take to check the quality of our products, they are faulty, please contact us at contact@cocoeko.fr.
Remember to quote the order number and your name, and add a photo of the faulty product. We'll be happy to help you find the best solution.
GIFT CARD
- How do I use my gift card?
If you have received a Cocoeko gift card, it can be used in the form of a voucher.
The voucher you have received contains a code that you will need to enter in your shopping basket. Once you've entered the code, the gift card amount is automatically debited from your order.
- I have a gift card, can I use it to pay for the extra? I have a gift card, can I use it in several instalments?
The amount of your gift card can be used in one go.
PROMO CODE
- Ihave a promotional code or voucher, how can I use it?
To enter a discount code when you shop, simply enter it at checkout and click on "Do you have a discount code?
PERSONALIZED ITEMS
- Can I return or exchange the personalized item in my order?
All products that have been personalized cannot be exchanged or refunded. If you have any further questions, please do not hesitate to contact our customer service department.
- What is the delivery time for personalized items?
It takes 4 working days for the embroidery to be completed and the item ready for dispatch. After that, delivery takes between 24 and 72 hours, depending on the carrier you choose.
Designer items take longer to personalize. VILLA PAULINE cushions are hand-embroidered within 2 to 3 weeks, and Une Etoile dans ma Cabane musical mobiles are personalized within 3 to 4 weeks.
SHOPS
- Is it possible to find your products in physical stores?
Cocoeko is distributed in multi-brand boutiques throughout France and internationally. For details of the boutiques where you can find our products, go to: Where to find us?
RETURN TO STOCK
- When will this item be back in stock?
To be informed when the item you like is back in stock, we invite you to subscribe to an alert by entering your email address on the product page and click on "alert me when the product is back in stock".
That way, you'll be among the first to know when he returns to the site.
- Can't find the answer to your question?
Don't hesitate to contact us by e-mail at contact@cocoeko.fror by phone at 0661068034, we'll be delighted to help you and answer any questions you may have.