Frequently asked questions
Here you will find answers to the most frequently asked questions about delivery, returns, payment and our products. Can’t find your answer? Email us at info@douxcocon.fr or call +31 6 40 77 67 68.
Delivery
Which countries do you deliver to?
We deliver to mainland France, Belgium and the Netherlands.
How much does delivery cost?
Standard delivery is free in these three countries and includes tracking.
How long does delivery take?
Your order is delivered within 8 to 14 business days from confirmation. It may take a little longer during the holiday season. All details are in our shipping policy.
How can I track my order?
As soon as your order ships, you will receive an email with your tracking number. You can also track your parcel on our Order tracking page.
Returns and refunds
Can I return an item?
Yes. You can return an item free of charge within 30 days of receiving it. Email us at info@douxcocon.fr with your order number and we will send you a prepaid return label.
When will I be refunded?
Once we have received and checked the item, we refund you to your original payment method at no cost. The exact timeframes are in our return and refund policy.
My item arrived damaged or does not match my order. What should I do?
Contact us at info@douxcocon.fr, ideally with a few photos. We will offer you a free replacement or refund.
Can I exchange an item?
We do not offer direct exchanges. Return the item free of charge and place a new order.
Orders and payment
Which payment methods do you accept?
You can pay by card, Apple Pay, Google Pay or Bancontact. Payments are processed securely by Shopify Payments.
Do prices include taxes?
Yes, our prices are shown in euros, including VAT. The total amount, including delivery, is always shown before you pay.
How do I use a discount code?
Enter your code in the field provided at checkout. One discount code can be used per order.
Our products
Where should I hang the mobile?
Hang the mobile out of your child’s reach, on a suitable holder or from the ceiling, and check regularly that it is securely fixed. Always follow the instructions and warnings supplied with the product.
How do I care for my mobile?
Dust it with a soft, dry cloth. Do not machine wash or immerse in water.
Contact us
Our customer service replies within 24 to 48 business hours. Email us at info@douxcocon.fr or call +31 6 40 77 67 68.
