FAQ - Coccinelle

FAQ

Order & Delivery

Select the article you wish to order by clicking on the picture.

Choose a size, and click ‘’ORDER NOW’’.


If this is your definite order, you can click ‘’BUY NOW’’.

The next step is filling in your personal details. If you are a registered customer our webshop will automatically ask, after filling in your email address, if you would like to continue with or without logging in. If you login with your email address we will automatically fill in the personal details we already know. When you are done filling in your personal details you can click ‘’NEXT STEP’’.

This is where you choose your preferred shipping method and delivery time. When you are done click ‘’NEXT STEP’’.

This is where you select your preferred payment method, at the bottom of the page you can also write a comment regarding your order. Click ‘’NEXT STEP’’ when you are done.

In this next step you can see an overview of your order and choices you made in the process of ordering. Please check everything carefully, and if necessary make a change. If everything is correct, click ‘’BUY NOW’’. You will be redirected to the page on which you can make the actual payment. (Pay.nl)


After completing all these steps we will directly send you an order confirmation by email. Please keep in mind there is a slight chance this email can be filtered as spam by your email provider.


As soon as your parcel is ready to be shipped we will send you an email with the track&trace details.

We have contracts with several carriers. The choices we offer depend on the destination of your order and whether the article(s) are located in our shop or warehouse. For parcels with an European destination we mostly work with DHL. Please keep in mind DHL can have contracts with local carriers too.

If an order can be shipped completely from our warehouse, we aim to ship everything ordered before 21:00 the same day.

If a part of your order, or your complete order needs to be shipped from one of our stores, we aim to ship everything ordered before 14:00 the same day.

Naturally, the shipping time itself depends on the destination. Destinations within the European Union are mostly delivered within 5 working days. Destinations to the rest of the world are delivered within 8-10 working days.

You can monitor the status of your parcel anytime using the track&trace we send along by email.

You can find detailed information about the shipping costs on this page;

https://www.coccinellefashion.com/customer-service...

No problem at all!

At Step ‘2. Shipping method’ you can choose ‘pick up at the store’.

On average, your parcel will be ready for pick up within 1 working day. We will always send you a confirmation mail when your order is ready for pick up.

This has to do with the location of the articles which you can order. Sometimes these are located at one of our stores, and therefore take longer to be shipped. Articles located at our warehouse can be shipped much faster.

When the article(s) need to be shipped from one of our stores we always use DHL. Also the article(s) from the same order located in our warehouse will be shipped with DHL. This way we are able to offer you a specific time window to choose from regarding the location of the stock.

Although we do our upmost best to keep our stocks as reliable as possible, there is always room for error. Small mistakes can be made in our shops processing stock or handling purchases in our stores, and unfortunately we can also be a victim of theft.

So when you are thinking about making a visit to one of our stores we always advice to confirm the availability by phone. This way we can also reserve a specific article to make sure the article you wish to buy is not sold in the meantime (this service is not offered during our sale periods).


In the unlikely event we are not able to deliver an article in your online order which was meant to be located in one of our stores we will inform you about this as soon as possible. We will always try to offer you a comparative article, or make a refund.

No reason to panic, but do contact our customer service as soon as possible.

Untill the parcel is handed over to the carrier, we can make adjustments to the shipping address. If the parcel is already out we have to contact the carrier and make sure they send it back to us. Once the parcel is returned to us we can make a new delivery with the right address. Please keep in mind this may result in extra costs and delays the delivery significantly.

Pay

These are the payment methods we offer. The availability depends on the country from which the order is being made.

  • iDeal
  • Mister Cash
  • Sofortüberweisung
  • Creditcard (Visa, Mastercard en American Express)
  • Paypal
  • Coccinelle Giftcard
  • Fashioncheque
  • Invoice (payments within 14 days. Not available in all countries)

Click here for detailed information about every payment method.

Yes we do. This payment method is called ‘’Klarna’’, but it is not available for all countries. Klarna charges a fee of 1,95 EUR for every invoice.

Click here for detailed information about Klarna.

Being 18 years or older is the main requirement, furthermore you need to keep the shipping address exactly the same as your invoice address when ordering.

Klarna is an external company, we have no influence on whether they agree with the payment or not. There are several reasons for declining a payment, for detailed information about your payment we advise you to contact Klarna by phone at +21 (0)20 8082852.

Click here for more information about Klarna.

Yes, our webshop is completely safe.

Your checkout is processed through a secured line, realised by our payment partner Pay.nl. The secured line is recognizable by the ‘lock’ and https:// in the addressbar of your web browser. Creditcard data is never stored.

Pay.nl confirms a succesfull payment and we start preparing your order!

Yes it is, the prices online are exactly the same as in our stores.

Exchange and return

You can return your order easily and without specifying a specific reason within 30 days. We add a personal return-form to every order, at which you can select specific article(s) to be returned. We also add an address label to your order.

Put the articles you wish to return in a box, add the return form, make sure the box is properly closed and attach the address label. Thats it.

Once we received your return we will refund your money within a few days in the same way the original payment has been made.

Yes it is. The quickest way to obtain a specific article in another size is placing a new order, and return the size of your original order. This way you are guaranteed the right size is not sold out in the meantime. Click here for detailed explanation about returns.

No problem at all. If you wish to make an exchange we advise making a quick call to one of our stores about the availability of that certain size. You can reach us at

+3110 4136940

The exact costs differ for each specific method or carrier. Most people in the Netherlands use carrier PostNL. The most used way is ‘’standard package’’ a 6,95 EUR, this method comes with a track&trace. We highly recommend returning with track&trace as this is essentially your proof of returning.

No that is not necessary. You have to pay for returning the article(s), but we ship the exchanged item(s) for free.

When we received your return and made a small check on the state of the article(s), we will refund in the same way the original payment has been made.

The specific length depends on the payment method which was used in the original payment.

iDeal takes 2-3 working days.

Creditcard refunds are visible on your monthly write-downs.

Paypal refunds are instant.

Klarna invoice adjustments are usually processed the same day. Klarna will send you a new invoice or cancel the outstanding invoice if the order is returned completely. If the invoice is already paid to Klarna, Klarna will refund the payment, this is usually within a week.

My account

Not to worry. Go to ‘’My account’’, and choose ‘’Forgot password’’. Fill in your email address and we will send you a link which enables you to choose a new password.

With every purchase at Coccinelle you automatically save Coccinelle Credits, except on articles which are on sale. If you used any other form of discount like a birthday coupon or discount from Coccinelle Credits itself you do not get new points over this purchase. Every euro spent is 1 Coccinelle Credit. You can cash in your credits anytime you want, in one of our stores and in our webshop.

We will offer many other ways to obtain Coccinelle Credits in the future. We will keep you informed about this in our mailing. If you are registered to our newsletter mailing list of course.

In our webshop you can choose favorites for a brand and/or in combination with a category (see blue star on the right on a page with products). When we added new articles from that brand and/or category to our webshop we will inform you by email.

As example:

When you are viewing our Gucci articles, and add Gucci to your favorites you will receive a mail when a new Gucci article is added to our webshop.

If you are viewing our Gucci jackets, and add this to your favorites you will receive a mail when a new Gucci jacket is added to our webshop.

When you are viewing all our jackets, and add this to your favorites you will receive a mail when a new jacket is added to our webshop.

This will be possible again soon. You then have the option to return your order using our enclosed return form, or announce your return online. Whatever suits you best.

Complaints and warranty

When you have a complaint, please contact our customer care by phone on +32 104136940, or by email on info@coccinelle.nl. Complaints filed by email on workdays will often be replied within 24 hours. Waiting times might be longer in our sale periods.

If we cannot offer a solution to your complaint, you can contact the Online Dispute Commision via the European ODR Platform. (http://ec.europa.eu/consumers/odr/).

Coccinelle backs the quality and validity of all the products we sell on coccinelle.com.

If a product does not meet your expectations, contact us at info@coccinelle.nl, or call us at +3110 4136940. After Coccinelle and the supplier examined the product, we will always do our very best to provide a fitting solution.

Possible solutions are offering a repair, exchange the article for a new one, or a refund. This warranty only covers products which are worn and washed on a regular basis.

The warranty is applied by legal consumer rights. Factory warranty might be applicable outside the legal period of 6 months.

Some products contain very delicate fabrics or materials which Coccinelle cannot provide warranty on. These are, among other things; zippers, nap soles, rhinestones and/or sequins, fur and delicate leather.

Click here for more information about the warranty.

Giftcards and credits

With every purchase at Coccinelle you automatically save Coccinelle Credits (discount articles excluded). Every euro spent is 1 Coccinelle Credit. You can cash in your Coccinelle Credits with every purchase, in one of our stores and in our webshop.

We will offer many other ways to obtain Coccinelle Credits in the future. We will keep you informed about this in our mailing. If you are registered to our newsletter mailing list of course.

You can cash in your Coccinelle Credits with every purchase, online and in our stores.

Someone gifted you a Coccinelle Giftcard? Nice.

You can use the Giftcard in your check-out online, choose option ‘’Coccinelle Giftcard’’ as payment method. Our payment service provider will redirect you to a page where you can fill in the card number and pincode (scratch away the grey area for your pincode). Ofcourse you can also use the giftcard in one of our stores.

When you return an item which was bought in one of our stores we give you a giftcard for the price of the returned items. You can use this giftcard online and in one of our stores. For more information please check the above question.

Our Coccinelle Giftcards never expires.

Shops

Absolutely no problem at all! You can call one of our shops directly, or you can call our main number and choose option 2 or 3, depending on which shop you like to speak.

Of course our webshop customer service is also always happy to help out with all of your questions. If one of our shops phone line is busy you will be automatically redirected to our customer care.

Customer care: +3110-4136940

Rotterdam Baby & Kids Fashion: +3110-4141911

Rotterdam Shoes & Kids Shoes: +3110-4111345

It is not possible to get a cash refund in one of our shops, instead we give you a Coccinelle Giftcard.

Because of the high value of our products our employees have to directly deposit almost all of our cash in a safe. Because of safety reasons they do not have access to this safe. Because of this we always have relatively low amounts of cash money in our stores, and therefore cannot refund any returns in cash.

The Coccinelle Giftcard will never expire. If you are certain you will never use this Giftcard in the future, please contact our customer care on +3110-4136940. We will try to find a fitting solution.

This is currently not possible. Soon you will be able to download a return form from your Coccinelle Account, which needs to be added to returns to our webshop return address. We will keep you updated about this specific development in our mailing, If you are registered to our newsletter mailing list of course.

Yes you can. Please keep in mind the refund will be made in the same way the original payments has been made. We cannot give cash back in our shops.

Yes we can make a reservation for you, We advise you to call one of our shops. Please keep in mind this reservation is only for a couple of days. When we are on sale it is too busy to make reservations.

The shops are open on:

Ma – 11:00 t/m 18:00

Di – 10:00 t/m 18:00

Wo – 10:00 t/m 18:00

Do – 10:00 t/m 18:00

Vr – 10:00 t/m 21:00 (Shopping night)

Za – 10:00 t.m 17:30

Zo – 10:00 t/m 17:30

Our customer care (also for our webshop) is open on:

Ma – 09:00 t/m 17:30

Di – 09:00 t/m 17:30

Wo – 09:00 t/m 17:30

Do – 09:00 t/m 17:30

Vr – 09:00 t/m 17:30

Za – 09:00 t/m 17:30

Other questions

Directly after you made your payment we will send you an order confirmation by email. If you did not receive this confirmation, please check your unwanted mail (spam).

After processing your order we will transfer your parcel to one of our carriers, we will then provide you with everything you need to know about the delivery of your order by email.

Unfortunately we cannot predict the exact day of our sale start, but it usually starts somewhere halfway december for our winter collection and halfway june for our summer collection. Registered customers get to shop with the discount a week before regular customers, so make sure you are registered in our system. You can register on this page

Choosing the right size can sometimes be very difficult. Sizes can be different with each brand or article. In most cases the height of your child corresponds with the size (on an average build).

Our size tables can provide general guidelines when choosing the right size. Click here for are size tables.

If you want to gift baby clothes to a newborn child you can look at the birth card. You can use the length to determine the right size, choose one size bigger when the weight is above 3500 gram.

Still having doubts? Do not hesitate to ask for advice, we are available for questions trough mail, whatsapp and phone.

email: info@coccinellefashion.com

whatsapp: +316 21324637

phone: +3110-4136940


Yes of course you can! There is a comment section below the payment options, make sure you mention your order is a gift. We will make sure the prices have been covered or removed. If you want us to deliver the gift directly to someone, make sure you adjust the delivery address.

We will soon add an option to gift wrap your order for a small fee.

Not yet, but we are currently working on a gift option in our webshop.

Everything we sell in our shops is also available in our webshop. We do have certain brands we only offer online. You can check our stock when you select an article.

This should not be the case. We offer all the available stock from our warehouse and stores in our webshop.
When a certain size or article is no longer available on our webshop, we also do not have it in our stores.

You can add an article which is sold out to your wishlist. Certain articles can be restocked through the season. If an article on your wishlist becomes available again we will inform you by email. Please keep in mind we can only send you notifications if you have an account and please make sure to log in when you add products to your wishlist.

Unfortunately, there is always a slight chance for a product to be cancelled. Especially in our sale periods when everything sells really fast. It is possible that an article is being tried on, or even bought at the exact time you are completing your online order. Our stock is being managed real time, but this is a situation we cannot prevent.

Small mistakes can be made in our shops processing stock or handling purchases in our stores, and unfortunately we can also be a victim of theft. As soon as we find out something is not able to be delivered we will inform you directly. We will always try to offer you a comparative article, or make a refund.

We offer our customers a voucher for the price difference with every purchase made within 10 days after we start with our sale. This goes for our shops and webstore. For example, if you purchased something on the 6th of december for the full price, and we start our sale the 15th of december, you can get the difference back (voucher). It is on you to contact us through email, whatsapp or phone.

email: info@coccinellefashion.com

whatsapp: +316 21324637

phone: +3110-4136940

Pay attention! We only offer this service when we start our sale. If we move the discount up from 30% to 50% we do not give the difference back. We have to draw a line, and it is on the customers to wait for the next round of discount or not.

This could be right. When we launched our new webshop november 2016, we also switched to a brand new customer system. All vouchers have been transferred to our new system, as Coccinelle Credits. When you go to ‘’My Account’’ you can see which voucher you had and how many Coccinelle Credits you got back for it (Same value).

You can use your Coccinelle Credits online and in our stores.

Every product has a ‘’heart’’ in the picture on the upper right, which you can click on. If you click on it a pop-up appears, here is where you can select a size. That is it, the article is now on your wishlist.

If this specific size happens to be restocked we will inform you by email. We can also inform you about price dropdowns on these specific article(s) in your wishlist. Please keep in mind we can only send you notifications if you have an account and please make sure to log in when you add products to your wishlist.

If a specific size is not available anymore you can add it to your wishlist. Click on the heart in the upper right of a picture, a pop-up will appear where you can select your size.

If this specific size happens to be restocked we will inform you by email. We can also inform you about price dropdowns on these specific article(s) in your Wishlist. Please keep in mind we can only send you notifications if you have an account and please make sure you log in when you add products to your wishlist.