< F.A.Q. – Cocoon Dream

F.A.Q.

 

Questions about PAYMENTS, DELIVERY, RETURNS or SECURITY of our site, it's here!

If your question is not on the list or if you need help, please do not hesitate to contact our team via our contact form.





PAYMENT & SECURITY

 

WHAT ARE THE PAYMENT MODES OFFERED?

You have 1 fully secure payment methods:

► Payment by credit card via STRIPE

 

HOW DO YOU SECURE PAYMENTS?

We have worked for a long time on securing our website in order to offer you safe browsing and secure payments.

Our site has an SSL certificate (https: //) guaranteeing you an encryption of all the data passing through our website. The encryption is 256 bits.

In addition, payments via STRIPE  are known to be extremely secure.

When you browse our website, you can be sure that you are surfing safely.

 

CAN I PAY BY CHECK?

Currently, and for logistical reasons, it is not possible to pay by check directly on our site.

Please contact us by email to discuss the possibilities via our contact form.

 

IS YOUR SITE SAFE? CAN I ORDER SECURELY?

This site is 100% secure and meets European standards for the security of transactions under the E-commerce site.

Our shop is hosted on a server in HTTPS (You can see it by the prefix "https" and the mention "secure" preceded by a small padlock in the address bar of page).

Most sites only secure payment pages. On our site, ALL PAGES are secure and protected against hacking or malware.

Regarding bank transactions, we use Paypal and Stripe which are the benchmarks for security of transactions on the internet.

In summary, your navigation is 100% safe and secure.

 

 

ORDER & DELIVERY

 

WHAT ARE THE DELIVERY TIMES?

The delivery of your order is made within seven to twelve working days after shipment, depending on the countries . We make every effort to deliver to you as quickly as possible. It is also very common that you receive it well before.

 

DO YOU DELIVER ALL OVER THE WORLD?

Yes, we deliver all over the world. We also have customers on every continent.

 

HOW TO TRACK MY ORDER?

You can track your order by clicking here. This link and other information will be emailed to you after your purchase.

 

WHAT ARE THE DELIVERY COSTS?

We want to satisfy our customers as much as possible, which is why we OFFER Standard Tracked Delivery anywhere in the world. No delivery costs will be required.

 

MY ORDER HAS NOT ARRIVED ON TIME, WHAT SHOULD I DO?

We offer Standard Tracked Shipping all over the world. No delivery costs will be requested. For this reason, we ask you to wait a few more days before receiving your package.

 

WHAT HAPPENS IN THE EVENT OF HOME ABSENCE?

Don't worry, our items will be left in your mailbox if they are small enough. Otherwise, your package will be left at your post office where you can collect it.

 

WHAT IS YOUR ORDER PROCESS?

Our order process is very simple. After filling in your payment details when ordering, you will receive a confirmation notice at the email address provided. A shipping confirmation email will be sent to you after 2 to 3 business days. Send a request to the customer service team on our contact form at any moment if you need further assistance.

 

 

RETURNS & REFUNDS

 

EXCHANGES AND RETURNS

For any exchange and return request, contact us on our contact form

Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange. The return is made exclusively by post to our address and the return costs are your responsibility.

The product(s) must be returned in their original packaging in perfect condition within 30 days from the date of receipt of your order.

If the packaging or the item is damaged, we reserve the right to refuse the return, replacement or refund since the item can no longer be considered as new.

A USED PRODUCT CANNOT BE REFUNDED AND WILL BE RETURNED TO YOU.

(L1311-1 of the public health code Amended by Law n ° 2004-806 of 09 August 2004 - art. 54 JORF 11 August 2004).

For hygienic reasons, certain products (sheaths, tights, brushes ...) used or only opened can in no case be refunded or exchanged.

To find out more, see our Return and refund policy.

 

 

CONTACT

 

HOW CAN I CONTACT YOU?

Our customer service is available via our contact form.