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?
We deliver to 24 European countries, as well as the United States, Canada, and Malaysia. Shipping fees are calculated at checkout. For US orders, customs duties are the responsibility of the recipient.
Where do you 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 your orders to you.
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 an image 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 would like 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 claim is made within 30 days of the order date and the product(s) concerned are not on sale. For more information, please read more about our refund policy.
