Refund policy
At Mamie Cocottes, we make it a point of honor to ensure your satisfaction. If an item does not suit you, you have a right of withdrawal and access to a simple and supervised return process.
1. Withdrawal period
You have a 30 calendar day period from the receipt of your order to notify our customer service of your wish to return the item.
After this period, no return can be accepted.
2. Return conditions
For a return to be accepted, the following conditions must be met:
• The product must be new, unused, unwashed
• It must be returned in its original packaging, intact
• The parcel must contain a paper stating the order number
🔹 Sale items may be returned
🔹 Personalized products or items made to order are excluded from the right of return
3. Return procedure
Any return must imperatively be subject to prior contact with our customer service:
📧 contact@mamiecocottes.com
📨 or via our online contact form
No request that has not been reported in advance can be processed.
Two options are available to you:
a) Return via the carrier of your choice
The return address will be communicated to you by email once your request has been validated.
b) Return via our prepaid label
We can provide you with a return label. In all cases, return costs remain at your expense.
The amount will be calculated according to your country of residence, the weight, and the number of items to be returned, then deducted from the refunded amount.
4. Return address
The exact return address will be sent to you by email after your return request has been approved.
5. Return costs
• All returns are at the customer’s expense
• If our prepaid label is used, the costs will be automatically deducted from the refund
• In the event of a defective product or an error on our part, Mamie Cocottes will bear the full cost of the return
6. Processing times
A return is generally processed within 48 business hours after the parcel is received.
If all conditions are met, we will then initiate the refund procedure. The time required for the funds to appear in your account depends on your banking institution and ranges from 24 hours to 5 business days.
7. Refund methods and exchanges
You may choose between:
• A refund to the original payment method
• A store credit in the form of a gift card, usable on our website
• An exchange, provided that the requested items are available
In the case of an exchange, please indicate the desired items in your initial request.
In the event of a price difference:
• If the new item is more expensive, an additional payment will be required
• If the amount is lower, the difference will be refunded to you
8. Non-refundable items
The following are excluded from the right of return:
• Used or damaged items
• Special orders
• Personalized products
9. Parcels not collected from a pickup point
If a parcel is not collected within the period set by the carrier and is returned to the sender, the buyer may, upon request, ask for the order to be reshipped.
In this case, the full cost of reshipping will be borne exclusively by the buyer. The exact amount of the reshipping costs will be communicated by email and must be paid prior to any new shipment, by bank transfer. No reshipment can be made before receipt of the corresponding payment.
If the buyer wishes to obtain a refund for the order after return of the uncollected parcel, the initial shipping costs can under no circumstances be refunded. The return costs charged will correspond to the actual cost of transporting the parcel, namely the total shipping price of the parcel and not any contribution to shipping costs that may have been charged at the time of purchase.
An additional fixed fee of €10 will be added to cover packaging, logistics preparation, and storage of the items.
Any refund will be made after deduction of all the costs mentioned above.
The buyer is required to contact our company in order to inform us of their decision (reshipment or refund) within a maximum period of two (2) months from receipt of the returned parcel at our premises. This request must imperatively be made via our contact form available on our website or by email at the following address: contact@mamiecocottes.com.
After this 2-month period, no request relating to the uncollected parcel can be processed, and the items concerned can no longer be refunded or reshipped.
10. Liability relating to return parcels
Mamie Cocottes cannot be held liable in the event of loss, theft, or damage to a returned parcel, whether the return label was provided by our company or the return was made through the carrier chosen by the customer.
Responsibility for the returned parcel lies with the customer until it is effectively received at our premises. It is the customer’s responsibility to keep any proof of deposit, tracking number, and shipping receipt capable of proving that the parcel was sent.
No refund, exchange, or store credit can be issued until the returned parcel has been received and inspected by our services.
11. Contact
For any return request or question, contact our customer service at:
📧 contact@mamiecocottes.com
📨 or via the contact form available on our website