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At L'Atelier Cocoon, we are committed to the complete satisfaction of our customers. This policy constitutes a contractual agreement between you and L'Atelier Cocoon. By completing your order, you confirm that you have read, understood and accepted all the terms set out below.
Our standard delivery time is 10 to 15 business days from order confirmation. This time frame is clearly displayed:
By completing your order, you expressly confirm that you have taken note of these delivery times and accept them without reservation. Before this 15-business-day period has elapsed, no claim for non-receipt can be considered valid.
For deliveries to certain areas (for example Alaska, Hawaii, US territories, the Scottish Highlands and islands, Northern Ireland, or other islands and remote regions), delivery times may be extended by an additional 3 to 7 business days due to transportation constraints.
Given how quickly we process orders, you have a strict window of 24 hours maximum from placing your order to request its cancellation or a change (address, contents).
Every cancellation request must be sent by email to contact@l-atelier-cocoon.com, stating:
Only requests sent to this email address are considered valid. Requests made through other channels (social networks, third-party forms, undocumented phone calls, payment platforms) are not recognized as valid cancellation requests.
We undertake to acknowledge receipt of every cancellation request within a maximum of 24 business hours. A lack of response on our part NEVER counts as tacit acceptance of the cancellation. A cancellation only becomes effective after explicit written confirmation from our customer service.
Once this 24-hour window has passed, no cancellation or immediate refund request can be accepted, as the order is then considered processed and in the shipping stage. In this case, a refund can only be requested after receipt of the package, following a return request under the procedure in section 5.
Before any escalation or claim with a third party (bank, PayPal, payment platform, mediation body), the customer contractually undertakes to contact L'Atelier Cocoon by email at contact@l-atelier-cocoon.com to allow an amicable resolution.
This obligation to first attempt an amicable resolution is an essential condition of your order, which you expressly accept at the time of payment.
The customer undertakes to give L'Atelier Cocoon a minimum of 5 business days to respond to any request before considering a procedure with a third party.
L'Atelier Cocoon undertakes to respond to every customer request within a maximum of 48 business hours and to offer a constructive solution (information, replacement, goodwill gesture, refund as the case may be) when the request is justified.
A chargeback procedure means any payment dispute initiated by a customer with their bank, a payment service (PayPal, Stripe, etc.) or another financial institution in order to obtain the refund of a transaction.
The chargeback procedure is a last-resort mechanism, intended for situations in which a merchant has refused to resolve a legitimate dispute. It is neither an order cancellation procedure nor an ordinary way to obtain a refund.
By completing your order, you acknowledge that a chargeback procedure is considered abusive and unfounded in the following cases:
Any chargeback procedure initiated in breach of the conditions above is considered abusive and will be the subject of a documented defense with the bank or payment service concerned. L'Atelier Cocoon reserves the right to:
L'Atelier Cocoon gives you 60 days from the date you receive your order to initiate a return.
After this period, returns are no longer accepted. To exercise this right, contact us at: contact@l-atelier-cocoon.com.
To be eligible for return, items must strictly meet the following criteria:
a) Original condition: products must be in their original condition (free of any damage) and returned in their original packaging, with all labels intact. Products showing signs of use or physical damage cannot be returned.
b) Items damaged after purchase: any product damaged as a result of improper handling forfeits the right of return.
c) Product representation: the images shown on the site (including AI-generated ones) are not binding. Minor differences (color, shape, finish) do not constitute grounds for return or cancellation, provided the essential characteristics are respected.
If you receive a product with a manufacturing defect or visible damage, you must contact our customer service within 48 hours of receipt at contact@l-atelier-cocoon.com, attaching meaningful photos of the package and the item.
If this 48-hour deadline is not met, the request for replacement or refund for a defect is no longer admissible.
To make a return, follow these steps:
Returns made without prior contact and without the return number provided by our customer service are neither accepted nor processed.
Once the returned item has been received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, the amount is credited to your original payment method within 7 business days.
Refunds are made exclusively to the original payment method. No refunds are made by check, alternative bank transfer or any other means.
The customer is responsible for the accuracy of the information provided (postal address, email, phone). If a package is returned due to an incomplete, incorrect, illegible or unserviced address, reshipping is at the customer's expense. In the event of a refund, the original shipping costs and the carrier's return fees are deducted.
The customer is also responsible for the validity of the email address provided when ordering. An order placed with an invalid or non-existent email address cannot give rise to a dispute based on an alleged lack of communication from L'Atelier Cocoon.
After the 24-hour window, we cannot guarantee that the carrier will be able to take an address change into account. Any address change request beyond this window is the sole responsibility of the customer and the carrier.
If the customer is absent when the carrier attempts delivery, it is the customer's responsibility to collect the package from the indicated pickup location (post office, pickup point, locker) within the time limits set by the carrier (usually 14 days). Failure to collect the package within these time limits is entirely the customer's responsibility and cannot give rise to a chargeback procedure or a claim for non-receipt.
We do everything we can to meet the stated times. However, in the event of high demand, stock shortages or events beyond our control (customs, weather conditions, carrier strikes), times may be extended.
Under section 2 of this policy, such a delay cannot give rise to an immediate refund while the package is in the delivery stage. A full refund can only be requested after receipt and return of the package, or if the delivery time exceeds 60 days without delivery.
Digital content is excluded from returns and refunds, except in the case of a technical defect that makes the product unusable.
By checking the Terms and Conditions acceptance box when ordering or, in any case, by completing payment, you confirm that you have read in full, understood and accepted without reservation this refund and return policy, in particular:
This acceptance constitutes a binding contractual commitment.
For any question: contact@l-atelier-cocoon.com
The L'Atelier Cocoon team responds to every request within 48 business hours.
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