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Tel: +39 02 9475 9361
  • FAQs
    Here is a list of the most frequently asked questions
  • Shipping
    Everything you need to know regarding shipping
  • Conditions of sale
    The offer and the sale of products on coccinelle.com are determined by the Conditions of Sale
  • Contact Us
    If you have any questions or need help please contact us. We will be happy to assist you
  • Legal area
    Please read our Privacy and Return Policy carefully

Faq

01. How can I make an order?

02. Do I have to create an account to make an order?

03. What can I do if I've forgotten my password?

04. How will I know if a product is available?

05. Is it safe to use my credit card on the Coccinelle website?

06. Why do I have to enter my credit card information again when I add a new delivery address?

07. How can I delete my saved credit card information?

08. Does the Coccinelle online store deliver to PO boxes or via courier?

09. Why do some products have shipping restrictions?

10. How can I change the currency?

11. Can the Coccinelle online store deliver the same order to more than one address?

12. When will I receive my order and how much does delivery cost?

13. Is my delivery insured?

14. Do I need to sign for it?

15. Can I change the delivery address after the order has been shipped?

16. Can I add products to an existing order?

17. How will I know if my order has been received and when the payment will be taken?

18. Can I track the delivery of my order?

19. How long does it take for my orders to be processed?

20. How will I get the package?

21. How can I return an item?

22. How can I request my RAN (Return Authorisation Number)?

23. Does my personal information remain confidential?

24. What are cookies? Should I be worried?

25. What is a Wish List?

26. How do I create a Wish List?

27. Can I share my Wish List?

Answers

01. How can I make an order?

Buying from the Coccinelle website is really easy: to find what you are looking for, use the specific category lines, such as "Bags", "Small Leather Goods" and "Accessories", etc. or search our New Arrivals. When you have found the item you want to order, select the colour and click "ADD TO CART". You can view your selected items by clicking on "Cart" in the upper right of the page. You can change the amount of items you want to purchase directly from your shopping cart, remove them if you've changed your mind or add them to your Wish List. To complete your order all you have to do is click on "Proceed to Checkout" and you'll be sent to the page where you can fill out your delivery and payment information

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02. Do I have to create an account to make an order?

You do not have to register, but if you do, you'll get the following advantages:

  • • You'll be able to track the delivery of your order and review all your purchases;
  • • You can request your Return Authorisation Number right from your account;
  • • You can access your Wish List;
  • • You'll be notified when new products are available;
  • • You can save your address and credit card details in order to make quicker purchases;
  • • You can manage your account details and sign up to the newsletter.
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03. What can I do if I've forgotten my password?

If you've forgotten your password, you can recover it by following these steps:

  • • click on the icon in the upper right in the Sign in section
  • • select "Forgot your password?"
  • • follow the instructions found in the pop-up
  • • enter your email address and click submit

You will receive an email with a new temporary password that you can change when you like by following the simple instructions.

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04. How will I know if a product is available?

All the products viewed on the site are available, except for restrictions due to certain special materials that apply to a few shipping countries. A pre-order service is available for the few items which are not immediately available. These are marked by a special label on the product page. For more information on pre-orders, click here.

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06. Why do I have to enter my credit card information again when I add a new delivery address?

For your safety, every time you enter a new delivery address we will ask you to provide your credit or debit card information again (even if you have used it before at our store). That is how we can guarantee that, even if a stranger where able to gain access to your account, they will not be able to purchase anything with your payment details. We are sure that you will understand that this is a valuable precaution designed to protect your personal information.

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09. Why do some products have shipping restrictions?

Due to international trade agreements and regulations, we are obliged to adhere to particular shipping restrictions. Consequently, we do not deliver items made with certain animal skins outside of the European Union. Moreover, certain products manufactured in China and jewellery created with certain compositions cannot be shipped to a certain list of countries. If you were to add an item to your shopping cart that we are not allowed to ship to your country, the website will automatically identify it and will advise you to remove it. In order to purchase that particular product, you will have to select a destination where there are no limitations on the materials. In the instance of protected animal skins, the address must be within the European Union. For more information, please read our Shipping Information section.

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10. How can I change the currency?

If you choose to receive your order in the United Kingdom, USA and Canada, Japan or Switzerland, the amount to pay will be charged in British Pounds, US Dollars, Japanese Yen or Swiss Francs respectively. For all other destinations it will be charged in Euro. If you are a customer with a credit card in a currency that is not listed above, the final price will be calculated using the exchange rate that is applicable on the day that your credit card company processes the transaction. To change the currency, all you need to do is change the country by clicking on "Change Country" at the bottom of the page.

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13. Is my delivery insured?

All products are insured against theft and accidental damage while in transit from our warehouse to the shipping address. Once the products have been delivered to the specified shipping address and the person accepting them has signed, they are no longer insured. If the package arrives damaged, we recommend that you refuse delivery or write a note when signing that specifies that you are accepting a damaged package.

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14. Do I need to sign for it?

Due to the high value of the products that we sell, we require proof of delivery for every order. This means that we cannot authorise the delivery of packages without a signature.

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17. How will I know if my order has been received and when the payment will be taken?

One you have completed the online checkout process, a confirmation email will be sent to the email address used to make the order. Your credit or debit card will be charged only when the order is sent. In the instance that one or more of the items you have ordered are not available, you will receive an email from our Customer Care staff and your credit card will only be charged for the value of the available items.

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18. Can I track the delivery of my order?

Once the order has been sent, you will get a confirmation email containing the details of the shipment and a reference/tracking number so that you can track the delivery of your order. If you are registered, you can track the status of your delivery by clicking on "My Account" and then "Orders".

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19. How long does it take for my orders to be processed?

We strive to ship all orders within 24 hours. Orders made by 12.00 p.m. will be sent the same day, those made after will leave our warehouse the next day. Expected delivery times are indicative only, as we are not responsible for any delays caused by authorisation processes for credit card payments. Once the order has been sent, you will get a confirmation email containing the details of the shipment and a reference number so that you can track the delivery of your order. If you are registered, you can track the status of your delivery by clicking on "Account details" and then "Orders". If you are not registered, do it now so that you can track the status of your future orders.

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20. How will I get the package?

The standard packaging inculdes:
• tissue paper and cloth for the bags;
• tissue paper and bag for foulards and jewellery;
• tissue paper and rigid box for small leather goods.

The items presented are packaged and delivered inside a Havana cardboard box.

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22. How can I request my RAN (Return Authorisation Number)?

Requesting a RAN (Return Authorisation Number) is really easy. If you are registered:

  • • sign in to your account
  • • go to the Orders section
  • • find the order that contains the item or items that you would like to return and click on "Return product" and then follow the steps

If you have made an order but are not registered yet, you can request a Return Authorisation Number (RAN) by clicking here

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23. Does my personal information remain confidential?

We guarantee that all your personal information entered on the Coccinelle website will remain private and confidential and that it will not be given or sold to third parties under any circumstances. To register, we need your name, postal address and email. When we process you order online, we ask you to provide your billing address, your shipping address, your telephone number, the credit card number of the card you wish to pay with and its expiry date. If necessary, these details could be shared with a credit agency representative to check the validity of your payment. We ask that you please note that if you sign-up to our newsletter, we may use your contact information to inform you about new arrivals or the latest trends. If you prefer not to receive these updates, you can cancel your newsletter subscription at any time by going to "My Account" and selecting "Newsletter Management", or by clicking on "Unsubscribe" at the bottom of the newsletter you have received. For more information, please see our Privacy Policy section.

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24. What are cookies? Should I be worried?

A cookie is a piece of information that your browser saves to the hard disk of your computer which tracks your movements on websites. We use cookies to know how many times you visit our site, the content of your Shopping Cart, your previous purchases and to send you notifications that are of specific interest to you. They were created to help with shopping. Most browsers are automatically configured to accept cookies, however you can usually change your browser options to prevent automatic acceptance. If you decide not to accept cookies, you will still be able to make use of most of the services on our site, including the option of purchasing products. Registered customers that have enabled cookies will be automatically recognised when they visit the Coccinelle website. Your name will appear with a welcome message in the upper left of the website.

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26. How do I create a Wish List?

You need to register on the website and sign in to create a "Wish List". While you browse, use the "Add to Wish List" button found on the bottom of the product page and it will be moved automatically to your Wish List, which you will be able to find in the upper right-hand side of the navigation bar (heart icon). Once inside your Wish List, click on the product image to view the page and find out about the specific product details. You can also add it to your shopping cart or remove it from the list.

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