Frequently asked questions

MY ACCOUNT

- I can't log in to my customer account.

To log in for the first time, you need to create an account by entering your email address and creating a password.

If, despite changing your password and/or creating an account, you are still unable to log in, you can contact us at: contact@cocoeko.fr

- I forgot my password.

If you are unable to log in because you have forgotten your password, you can click on "forgotten password" to reset it.

ORDER / DELIVERY

- How can I know if my order has been received?

To check that your order has been processed, you can consult 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. Please feel free to contact us with any questions you may have at: contact@cocoeko.fr

- How do I pay for my order?

You can pay for your items by credit card: Visa, CB, Maestro.

- What are the delivery times?

We ship your package within 48 hours of your order (business days). Any order placed before 12 noon is shipped the same day.

We offer two delivery methods in mainland France:

Colissimo (€7): 2 to 3 days for delivery to the address of your choice.
Chronopost ($15): 24-hour delivery to your home or address of your choice.

For personalized products, please allow 4 business days for embroidery. After that, delivery times are the same as for standard products. More information can be found in the Personalized Products section.

- Can I have my package shipped to an address that's different from my billing address?

Yes, you can save a new address and use it as your shipping or billing address.

- My package is lost, what should I do?

Please contact our customer service department at contact@cocoeko.fr so that we can find a solution together.

- I did not receive my package; it was returned to the sender. What should I do?

Contact our customer service department at contact@cocoeko.fr.

RETURNS / EXCHANGES

- How can I return my items?

In your customer account, go to "order history and details," check the product(s) to be returned, indicate a reason, and click on "generate a return."

We will send you a return slip. The product must be in its original packaging, unwashed, and unworn.

Personalized products are neither refundable nor exchangeable.

- What is the deadline for returning my items?

You have 14 days after delivery to return items that do not suit you free of charge.

- I have returned some products. When will I be refunded?

Refunds will be issued between 5 and 10 business days after receipt and validation of the return.

- Did you receive my return?

You will be notified by email as soon as your return is received and processed.

Returns made between July 30 and August 23, 2021 will be processed starting August 23.

- When returning an item, do I have to pay the shipping costs?

No, we cover the return shipping costs for all orders placed on cocoeko.com. Submit your return request here.

- The item I ordered is defective. What should I do?

Our products are carefully manufactured in northern France. If any of them are defective, please contact us at contact@cocoeko.fr with your order number and a photo of the product.

GIFT CARD

- How do I use my gift card?

It works like a gift card. There is a code on your card: enter it in the shopping cart and the amount will be deducted automatically.

- Can I use a gift card in multiple transactions? Pay an additional fee with a credit card?

The gift card can be used only once.

PROMO CODE

- I have a promo code or gift card. How do I use it?

Enter it when confirming your shopping cart in the "Do you have a discount code?" field.

CUSTOMIZED ITEMS

- Can I return or exchange a personalized item?

Personalized items cannot be exchanged or refunded. Contact us if you have any questions.

- What is the delivery time for personalized items?

Allow 4 business days for the embroidery to be completed, then 24 to 72 hours depending on the carrier chosen.

Delivery times are longer for certain designers: 2 to 3 weeks for VILLA PAULINE cushions, 3 to 4 weeks for Une Étoile dans ma Cabane mobiles.

SHOPS

- Can your products be found in physical stores?

Yes, our products are distributed in multi-brand stores in France and abroad. Find the complete list here: Where to find us?

RETURN TO STOCK

- When will this item be back in stock?

Enter your email address on the product page and click "Notify me when this product is back in stock."

- Can't find the answer to your question?