Cocooncenter Reviews 

After ordering and then reading reviews I was skeptical. BUT thankfully my original hunch was correct. I placed my 1st order 30 Apr and received my parcel today on 5 May 25! All items were in tact and nothing appeared damage in any possible way. I placed another order and when I had an email saying there would be delays (I needed this parcel asap) I reached out to customer service and they replied promptly with great news. It was to be mailed out today. I will 110% order from them.

I ordered 2 creams, gift for my birthday 04/25. I received on the 24 in the afternoon immediately we place it inside the house. The creams that I ordered were Vichy collagen specialist for day and another for night. The first one came out of the box and was overfilled that was the day cream and the second was for the night came normal in appearance only. But both have an unpleasant, hedious odor I could noticed when I put on my face.
So immediately I wrote customer service and then they reply that because have been used the policy company can’t do anything. what????? So I make my self a question how you would know if it is good or bad if you don’t tested. These creams are bad or either they don’t have a good storage place or they are too old. Buy ayway a 100 dollars will go to directly to the trash. Definitely this is a company that I can’t trust.

On the 29th this company TRUSTPILOT.COM wrote me an email that the company Cocooncenter have asked for more details to better understand my experience and here is what I have to add. On 24 April, I wrote above I have received the box from cocoon center I have the pictures for the boxes and they don’t look knew, the company Cocoon center also sent me an email asking me for the expiration date of the creams. I have to say that the expiration days are good but even though the expiration date is good the creams came bad an it could be for too many reasons, a lot I things could happen since the creams left the manufacture company. The only thing that I can tell you is about my experience that I wanted to used them but I could not resist the smell of them on my face so I assumed that the creams are not good .And the cocoon center told me that once are used they won’t accept the return so for me is a waste of money because I can’t be able to return them and also I not using them so for me is a waste of money.

Ordered 4 products, and without any notice or explanation they only sent 2 of the 4. A week later I started to wonder where the other two were, they said they were out of stock. But they hadn't notified me or refunded me, and probably wouldn't have if I hadn't contacted them. They then refunded the two items that were missing, but it made the two items I ordered very expensive with their high delivery charges (£9 delivery for about £8 of items), but they are refusing to do anything about it. I wouldn't have even ordered the two items if I'd know they couldn't supply the missing two, as it was the missing two that I actually wanted, and only ordered the others to make the high postage charge more cost effective.

Now going to my bank for a chargeback and if they want the items I did receive back they will have to arrange a return at their expense.

Shockingly bad customer service and attitude, they just don't care. It would have been very easy for them to apologise for their incompetence and offer a full refund of the delivery charges, but instead they'd prefer to lose a customer and a chargeback fee that will cost them more than the postage refund I was asking for.

** Edit. Have successfully received a charge back from my bank now, so instead of providing good customer service and refunding the delivery charge as I asked due to their mistake, I have now received the refund they didn't want to give anyway, and they are out of pocked by a chargeback fee on top.

I’ve ordered from them countless times and I have always gotten everything I ordered and in a timely fashion as well.

Rated 1 out of 5 stars
Lying to customers
They just canceled 1 product from my order and sent me 1. If I wouldn’t even asked probably they would just leave this like everything was fine. No one called or no one wrote that they will refund or send me the product later. Completely no information. Just after Ive wrote to them by myself they announced that they will refund it. However I would prefer to get my product even later or completely cancel the order. But I couldn’t even decide about it. The most ironic part is that they still sell this particular product in their store. It’s written that is in stock. 🤯 So they are lying to the customers and they know this exactly..

Absolutely disgusting company!

They will not take responsibility if their courier does not deliver the package to correct address, they will ask you for copies of your personal ID, which is not secure to send them to a random person in their customer service and they will ask you to provide even the weight of the items that you did not receive. Their customer service wants you to do all of their work yourself. I probably lost 70£

Edit: I was asked for additional information, which is funny because I am in constant contact with your customer service trying to get my personal ID copies for who knows what use.

Please see below my email exchange with you because it seems that you're trying to act clueless on trustpilot:

According to the delivery tracking, your package was delivered on 10th March to the following address:
xxxxxxx

If you would like to file a complaint with the postal service, please kindly provide us with:
- A sworn statement of non-receipt of the package. written and sign on paper.
- A copy of the recipient's ID card, front and back.

Please make sure to indicate the following information on the letter:
- Delivery address,
- First name and last name,
- Parcel number (shipping number),
- Cocooncenter order number,
- Content of the order,
- Value of the order.

Upon receipt, I will forward them to the postal services for investigation.

We sincerely apologise for any inconvenience this may have caused.

My answer:

I was hoping that you can contact Amazon already, especially that I contacted them about the issue and they said that I should also inform you. I was told by Amazon that they will investigate the issue.

It is unacceptable for me that you say that you would not even contact the delivery company without me taking photos of my ID document. You have all of my details already, I supplied the order number too, which you have as well. It is unacceptable that as a customer I am doing the work of customer service of your company.

Your answer:

My name is Alex, and I am handling your inquiry regarding a non-delivered package.
If you would like to file a complaint with the postal service, please kindly provide us with the following documents:
A sworn statement of non-receipt of the package, written and signed on paper.
A copy of the recipient's ID card, front and back.
Please ensure that the letter includes the following details:
Delivery address
First name and last name
Parcel number (shipping number)
Cocooncenter order number
Content of the order
Value of the order
It is important that we receive these documents and the declaration in order to proceed with our investigation and resolution process.
We sincerely apologize for any inconvenience this may have caused and appreciate your cooperation. Please feel free to reach out if you have any questions.

My answer:

I would like you to forward this email to your complaints team as you asking for copies of my national ID is not entirely legal. Also, could you please tell me what is your customer service doing if you ask me even to provide the value and content of the order? I am not losing my money because your company is unable to speak with the courier. Once forwarded to the complaints team, please see below how unhelpful your customer service is.

Your answer:

Thank you for coming back to us.

My apologies, I can advise that the requested information is a requirement for an investigation to be raised with the carrier. Without the recipients ID, a sworn statement confirming non receipt all of the order, and confirmation of the contents and value we are not able to proceed any further.

We sincerely apologise for any inconvenience this may have caused.

I will pass your complaint onto the relevant team as requested.

My answer:

I know that it is not a requirement because I contacted Amazon Logistics myself and they launched an investigation. You asking for copy of my national ID sounds like a fraud. First you take my money, pretend that something was delivered and then you want my ID. When you respond to my email, could you please put in copy the email address of the complaints team?

You have details of all of the contents of my order on your website. I am not the right person to say what you put exactly in that box.

Please see attached confirmation from Amazon of confirming that I filed a complaint.

Your answer:

Thank you for getting back to us.

Please note that the requested documents are a requirement for the postal service in France as we are a French company. If you would like to proceed with the investigation, kindly send us the necessary documents. If not, we will have to close the case. We have 30 days from the delivery date to open a claim with the carrier.

I ran out of space, but the rest of the exchange is me asking for the courier's name so I can email them

Order number: CUK-23290899-COC

I ordered over £70 worth of skincare on 3rd Feb, delivery was delayed but Alex in customer service was reassuring and kept me up-to-date. It still hasn't arrived and now I've just received another email to say they'll look into it (identical email to one I've received before). I've asked for a refund and been ignored. I am going to have to open a dispute with my bank to get my money back. I wish I read these reviews before - AVOID THIS COMPANY!

I recently ordered some items from Cocooncentre, and while I received my order, one item was missing. I contacted their customer service, expecting a simple resolution, but to my disbelief, they insisted that I provide a copy of my identification card, plus a sworn statement, to open an investigation with the parcel company.

I made it clear that the issue was not with the delivery service—the package arrived sealed, unopened, and undamaged. The missing item was clearly due to an error on the merchant's part. Despite my concerns about sharing sensitive personal information with an online company for security reasons, they continued to insist that I provide my ID.

Their unreasonable demand and refusal to address the actual issue raise serious red flags. This experience has made me question their intentions, and I strongly advise others to avoid this company!!!!!!

Beware - this online store seems to be selling faulty items or seconds .
I ordered 2 items from Coocoon centre and all seemed fine, however after the first week with only one use I realised that 1/2 the liquid from my toner had drained out - there was a tiny puncture in the bottle and the liquid was slowly escaping. as soon as I realised I raised the query but the company have refused to replace or refund.The parcel had no obvious damage so I dont beleive the courier was at fault . Dissapointing as I thought I had bagged a bargain but I suppose you get what you pay for - 1/2 price - 1/2 empty !

First experience was good but Second order over 100€ and I didn’t receive the package. I initially requested house delivery but somehow I got notified that my parcel was in a locker. The locker was empty. I warned the parcel company immediately.
Now it has been 3 weeks that the claim was raised from the seller to delivery company (BPost). It is clear that I won’t receive the initial parcel but the seller is not sending a new parcel or a reimbursement.

I didn’t receive my parcel, the company made me send a postal complaint even though I have proof via mail from Amazon delivery that they sent it to the wrong address. I don’t know when I’ll get a refund, there’s no much communication from the company…
I placed the order almost a month ago.

I placed my order 5 weeks ago and still have not received it. According to the company, it was shipped a few days after ordering but the postal service has no record of it and I am unable to track the package. Cocooncenter’s customer service team will not help either, claiming I need to wait “14 days”, then “a few more weeks”, and then finally refusing to respond at all after the time periods pass. I believe they are hoping I will forget about my order and I truly feel like I was robbed. I never review companies. Choose a different company to order from.

1 MORE WEEK UPDATE: After this review, they actually replied to my emails and said they would reship within 24 hours and would send me confirmation when they did. It’s been 4 days since then and they have not re-shipped. It has been over 6 weeks since I ordered.

I normally don’t leave reviews but I say let me do that today. Since 21/03/2021 I have been using this company to buy many products and I did not have any problems or delays, yes one time I ordered 20 bottles of creams and only one of the cream splits but that was the post carelessness and I did not make a big deal of that. Each time you get to the checkout they give you choices to choose what can of shipment do you want to use? Concerning the post since we left EU things are not as fast as it use to be so the post takes a bit longer than it was before and I experienced that with my sister. I read some reviews below complaining about not receiving their orders on time, this situation happened between the UK too this December. My last order was 29/11/2024 and I received it as they said. My sister also uses this site and she has not complained at all. I hope this review will help the next customers. In conclusion I have been using this company for 4 years now.

Amazing customer service experience. I originally made an order but was subsequently lost by the courier. I contacted cocoon centre and they were very helpful and processed another order which was received and all good. The website is very good easy to navigate and has a detailed catalogue of products at a good price compared to some other vendors I looked at..I was extremely satisfied with the shopping experience and customer service

No customer service that would follow up on quality of products sold, by poor policy of 24 hour complaints after receiving the product, in this case, biscuits of which 10 boxes not available in the UK were shipped from France and after consuming three the fourth one had mould, naturally i had not eaten all the four or ten boxes in 24 hours.

Order placed on the 6th of December, Cocooncenter was fast to prepare it to the shipping company; now La Poste is the worst shipping service, I still didn't receive any update since then and we are on the 30th of December. This is unacceptable.
Sasha did reply very fast to all my enquiries, the delivery happened on the 3rd of Janaury 2025.

It was my first time purchasing from cocooncenter , it has a great selection of european products that i couldnt find elsewhere , shipping price is reasonable , i had a little problem with my delivery and their customer services were very helpful , i got my package and im happy with my experience, will definitely buy again !

I just placed my first order with them. I ordered 5 ISDN sunscreens, but only received 3, and one of them appeared to be opened. It’s very frustrating. I have emailed them to explain the situation, and I’ll see how their customer service responds. But definitely not a good first time experience.

I was looking for a certain product that struggled to find here in Australia - I saw it on Cocooncentre, saw they delivered here so purchased it - then I thought, I'd better just check - that's when I saw the reviews and thought "uh oh". I'm happy to say this in my instance, I have not been disappointed - after about a 5 day delay, I was advised it would be delivered by 13 December and it just was - took about 2.5 weeks for delivery from France to Aus. All products ordered were supplied so very happy here.

I ordered something from them, no order tracking details, no email to say if someone was going to deliver at any point, I didn’t receive my order at due date, reached out to them and they kept insisting they delivered meanwhile I didn’t receive not receive it and they didn’t even have proof to back up their claim. I have been having a lot of back and forth with them even till now. DO NOT BUY FROM THEM

Order number is 205-1853752-8021906