FAQ
DELIVERY & FAQ
What are the delivery times?
We prepare and process your order within 1 to 2 business days.
Once the order is ready, we will inform you of the delivery date by SMS.
👉 Delivery times may vary depending on your location in Belgium.
Do you deliver everywhere?
• Belgium: Yes, direct delivery by our service
• Europe: Delivery only by quote, depending on volume and address
• Outside Europe: No, we do not deliver
Where are your products shipped from?
Our offices and warehouse are located in Brussels, Belgium.
All orders are prepared and shipped from Belgium.
Do you provide delivery tracking?
For deliveries in Belgium, the delivery date is communicated by SMS.
If you would like more information, you can contact us by email at:
📧 infotopcocoon@gmail.com
An item is missing from my order
Some orders may be delivered in multiple packages, especially when the volume is large.
If an item appears to be missing, it may arrive in a separate delivery.
In any case, do not hesitate to contact us so that we can check your order.
I received a damaged item
We are sorry for that.
Please send us:
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a photo of the damaged item
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your order number
to the following address:
📧 infotopcocoon@gmail.com
We will quickly find a solution (exchange or commercial gesture depending on the case).
Where are you located?
We are based in Brussels, Belgium.
I have not yet received my order
We apologize for the delay.
In Belgium, delivery depends on the planning of rounds.
If you have not yet received information or if a delay seems abnormal, contact us directly by e-mail so that we can check the situation.
Do you have a refund policy?
Yes.
A refund may be considered:
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within 30 days of the order
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for unused items
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excluding sale or promotional products
For more details, please consult our Returns & Refunds Policy.