MY ACCOUNT
- I can't log in to my customer account.
For a first connection, it is necessary to create an account by adding your email address and creating a password.
If despite changing your password and/or creating an account you still cannot 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 "forgot password" to reset it.
ORDER/DELIVERY
- How do I know if my order has been taken into account?
To verify that your order has been processed, you can check in your customer account: history > details of your orders.
You will also receive an order confirmation email within one hour of your purchase.
- Is it possible to modify my order?
Once your order has been placed, it is not possible to modify it. Do not hesitate to share your doubts with us by contacting 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 promise to ship your package within 48 hours of your order (working days). Any order placed before 12pm is shipped the same day.
We offer two delivery methods in mainland France :
- For delivery with Colissimo at 7 euros, allow two to three days to receive your package directly at the address of your choice.
- For delivery with Chronopost at 15 euros, you must allow 24 hours for delivery to your home or to the address of your choice.
However, for personalized products, allow 4 working days for the embroidery to be completed. Afterwards, the delivery time is the same as for non-personalized products. More information in the category Custom products
- Is it possible to send my package to a delivery address different from the billing address?
It is entirely possible to ship your package to a different address than the billing address. To do this, you must register a new address.
Then choose the address to put in the delivery address and the billing address.
- My package is lost, what should I do?
We invite you to contact our customer service by email at the address contact@cocoeko.fr in order to find a solution together.
- I have not received my package, it has been returned to sender. What should I do?
We invite you to contact our customer service by email at the address contact@cocoeko.fr in order to find a solution together.
RETURNS/EXCHANGES
- How can I return my items?
To return items to us, you must go to your customer account then to “history and details of my orders”.
Then, click on the order in question and check the box of the product you would like to return, adding the reason for the return.
Click on “generate a return”
Once the return request is received, we will send you a slip to return the product. The product must be returned in its original packaging, unwashed and unworn.
Please note that personalized products are not refundable or exchangeable.
- What is the deadline for returning 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 do not suit you free of charge.
- I returned products, when will I be refunded?
The refund is made once the return is received and validated. It will be effective between 5 and 10 working days depending on the banks after the refund.
- Did you receive my return?
You will be informed by email of the status of your return.
As soon as your package has been received, you will receive a notification indicating that your package has moved to the “package received” status.
Return requests made between July 30 and August 23, 2021 will not be processed until August 23.
- When returning, are the shipping costs my responsibility?
We cover the shipping costs incurred for your returns of orders placed on our Cocoeko.fr website. To notify us of your return, please make a return request as explained here .
- The item I ordered has a defect, what should I do?
We are committed to producing quality products that are gentle on your children and the planet, sewn in our workshops in the north of France. If, despite the great care we take in checking the quality of these, they have a defect, please contact us at contact@cocoeko.fr .
Remember to include the order number and your name, and add a photo of the defective product. We will listen to you to find the best solution.
GIFT CARD
- How do I use my gift card?
If you have a Cocoeko gift card, it can be used as a voucher.
On the voucher you received there is a code that you will need to enter in your shopping cart. Once the code is entered, the amount of the gift card is automatically debited from your order.
- I have a gift card, can I use it and pay the extra amount by card? I have a gift card, can I use it in several installments?
The amount of your gift card can be used in one go.
PROMO CODE
- I have a promo code or voucher, how do I use it?
To enter a promo code when making your purchases, simply enter it when confirming your basket and enter it in "Do you have a discount code?".
CUSTOM ITEMS
- Can I return or exchange the personalized item in my order?
All products that have been personalized cannot be exchanged or refunded. For any additional questions, please do not hesitate to contact our customer service.
- What is the delivery time for personalized items?
It takes 4 working days for the embroidery to be done and the item ready to be shipped. Then, the delivery time is between 24 and 72 hours depending on the carrier you have chosen.
The customization time for designer items is longer. 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 stores throughout France and internationally. Find details of the stores where you can discover our products on the following page: Where to find us?
BACK IN STOCK
- When will this item be back in stock?
In order to be informed when the item you like is back in stock, we invite you to sign up for an alert by entering your email address on the product sheet and clicking on "alert me when the product is back in stock".
This way, you'll be among the first to know when it's back on the site.
- Can't find the answer to your question?
Do not hesitate to contact us by email at contact@cocoeko.fr or by phone at 0661068034, we will be happy to help you and answer all your questions.