Frequently Asked Questions
Have questions? Our customer service team will reply within 24 business hours at contact@luvelycocoon.com or by phone at 09 77 25 05 35 (Monday to Friday, 10am to 7pm). Here are the questions we get asked most often.
When will I receive my order?
Your order is prepared and handed to the carrier within 48 hours after payment is confirmed. Then allow 4 to 10 business days for delivery in France, and 5 to 12 business days to the other countries we serve. The exact lead time is shown on each product page, under "Delivery time." Good news: shipping is free across the entire catalog. All the details are in our shipping policy.
How can I track my order?
Every shipment has a tracking number, sent by email as soon as the package is handed to the carrier. Depending on the product and the destination, delivery is handled by Colissimo, Chronopost, Mondial Relay or Colis Privé.
My order is arriving in several packages, is that normal?
Yes. Our products ship from different storage locations: if your order contains several items, they may reach you in separate packages, each with its own tracking. Don't worry if everything doesn't arrive on the same day.
My package still hasn't arrived, what should I do?
First, check your tracking number. If your package still hasn't arrived 35 business days after you placed your order, we will refund you in full, and you can keep the item if it eventually reaches you. Please report any item not received to contact@luvelycocoon.com.
Can I cancel or change my order?
We process orders quickly. You have 12 hours after your purchase to request a cancellation or a change by email at contact@luvelycocoon.com. After that, your order is already being prepared and can no longer be changed.
How do I return an item?
You have 30 days from the date of receipt to request a return. It's simple and free of charge: log in to your account, open the order concerned and click "Request a return." Once the request is approved, we send you a prepaid return label. The item must be new, unused, with its original tags and packaging. The refund is made, at your choice, as a store credit (immediate after inspection) or to your payment method (within 3 to 10 business days). All the details are in our refund policy.
I received a broken or defective item
Despite the great care taken with packaging, a shipping incident can happen. Write to us at contact@luvelycocoon.com with your order number, a description of the problem and a photo or video. There's no need to send the product back: we will refund you directly, as store credit or to your payment method, depending on your preference.
What payment methods do you accept?
Visa, Mastercard, American Express, debit cards, PayPal and Apple Pay.
Is my information secure?
Yes. Your payment data is encrypted using the SSL protocol and stored with AES-256 encryption, in compliance with the PCI-DSS standard. To learn more about how your personal data is handled, see our privacy policy.