FAQ
What are your products' shipping times?
We take 2-4 days to process your order, then 1-3 weeks to deliver it to you.
Do you ship worldwide?
No, for the moment we only sell in France. But you can always contact us by email to give us your opinion on the matter.
Where do we ship your product from?
Our offices are located at 59, rue de Ponthieu, Bureau 326, 75008 Paris, France. We do not ship orders directly; we place the request with our suppliers who are responsible for sending you your orders.
Do you provide product tracking information?
Yes, wait 3 days after your order and ask us via email at contact@cocoonoya.com.
Some items are missing from my order, what's happening?
Our products are shipped separately according to your order. If, for example, your order contains items from two different warehouses, there will consequently be two deliveries. The rest of the order will certainly arrive shortly.
I received a damaged item. What can I do?
We are sorry to hear that. Simply send us a picture of the damaged item in question to the email address: contact@cocoonoya.com and we will send you a similar replacement item as quickly as possible.
Where are you located?
We are located at 59, rue de Ponthieu, Bureau 326, 75008 Paris in France.
I still haven't received my order. What's taking so long?
We apologize for the delay. Sometimes, international shipping can take longer than expected due to customs clearance. However, you can track your order and see where it is at any time. If you still feel you need help tracking your package or wish to inquire about it, please contact us by email at: contact@cocoonoya.com
Do you have a refund policy?
We do our best to resolve any issues our customers may encounter with their online items. If you still wish to receive a refund for your order, we can of course process the payment, provided the request is made within 30 days of the order date and the product(s) concerned are not on sale. For more information, please read more on our refund policy.