FAQ
Here are the answers to the most frequent questions.
Please take a moment to check out all information below before contacting us directly :)
Delivery
How long does it take to receive my order ?
- France : 2-5 business days.
- Europe : 5-8 business days.
- Rest of the world: 7-15 business days.
Orders are not prepared or shipped on weekends and holidays.
We ship all orders from France, so please bear this in mind when ordering
internationally. We cannot promise your package will arrive by a certain
date as sometimes packages are held up in customs for seemingly no
reason, and transit times can vary greatly from country to country.
How much are the shipping costs ?
Shipping costs depend on the shipping method you choose as well as the weight of your package and your destination country. Delivery is free for orders
over 70 euros.
You can simulate the shipping fees adding items to your « cart ».
Do you ship worldwide ?
Yes, we deliver all over the world !
How can I track my parcel ?
When your order is shipped, you will automatically receive an email with your tracking number ("parcel number") as well as a link to follow the status of your order.
I made a mistake in the delivery address. What should I do ?
Please always check that the address given is valid and complete (last name, building code, floor...).
If you made a mistake, please write to us at contact@coucousuzette.com as soon as possible with your order number.
If the order has already been shipped, we have to wait for your package to be returned to us before we can refund you.
My product arrived damaged, what can I do ?
Send us a message to contact@coucousuzette.com with your order number and a picture of the damaged and/or broken item.
Our after-sales service will come back to you to offer you a new shipment or a refund.
As a reminder, if you purchased your product in a store, please contact the shop.
I didn't have time to pick up my parcel at the relay point and it left, what can I do ?
Your package has been sent back to our logistics platform. We will proceed with a refund of the order.
Order
I made a mistake in my order. Can you change it ?
If you made a mistake in your order, please write to us at contact@coucousuzette.com as soon as possible with your order number. We can only make an exchange with an article of the same value.
If the order has already been prepared, we will unfortunately not be able to make any changes. If you wish to return your items, you can consult the section "How to return an item?"
Can I cancel an order ?
If you wish to cancel your order, please write to us at contact@coucousuzette.com as soon as possible with your order number.
If the order has already been prepared, we will unfortunately not be able to cancel your order. If you wish to return your items, you can see the section "How do I return an item?"
What should I do if I have not received my order ?
As a reminder, our delivery times are as follows:
- France : 2-5 working days
- Europe : 5-8 working days
- Rest of the world: 7-15 working days
If these are already exceeded, send us a message to contact@coucousuzette.com and we will do our best to find it!
The package is a gift, I do not want a price and/or an invoice in my package
Don't worry, all our packages are sent without price or invoice and every order is beautifully wrapped in a Coucou Suzette paper bag.
Oh no, a product is out of stock! Will it be back soon ?
Most of the Coucou Suzette creations are regularly renewed. Don't hesitate to subscribe to the alert on the product's page, you will receive an email as soon as it is back in stock!
Return, exchange and refund
Is it possible to exchange a product ?
Send us a message at contact@coucousuzette.com specifying your order number and the reason for your return.
You have a 14-day right of withdrawal; within this framework, we do not accept exchanges but proceed with the refund of the order (Shipping costs included if the entire order is returned).
Returns must be made in their original and complete condition (packaging, accessories, instructions, etc.), allowing them to be resold as new, to the following address: LOGISSEO – Coucou Suzette – Returns - 28 boulevard Gaston Birgé - 49100 ANGERS – France.
Damaged, soiled, or incomplete products will not be accepted for return. Please note that the return shipping will be at your expense.
The refund will be processed once the package is received. Beyond the 14-day period, we no longer refund delivery charges.
How do I return an item ?
Any product to be returned must be returned in its entirety and in its
original packaging, by registered parcel to the following address:
LOGISSEO – Coucou Suzette – Retours
28 Boulevard Gaston Birgé
49100 Angers - France
Please note that return shipping costs are at the buyer's expense. We will refund you once we received the package.
Payment
What are the different payment methods offered ?
We offer 3 methods of payment on our website:
1- payment by credit card: Visa, Mastercard
2- payment by credit card via PayPal
3- payment with a PayPal account (payment in 4 times without fees is available in France from 30€)
At Coucou Suzette, your payment is 100% secure!
We use the Standard Secure Sockets Layer (SSL) technology to encrypt
confidential information (name, address, bank card). Securing payments
and confidentiality of information is a priority at Coucou Suzette.
Will I have to pay additional taxes ?
The prices of our products are displayed including VAT for orders in the European Union.
For orders outside the EU the prices are shown without VAT, after validation of the country of destination. Be careful, your order can sometimes be taxed upon arrival in the destination country. The costs and formalities will be borne by the recipient.
How can I pay in 4 times with PayPal ?
You can now pay in 4 times without fees for orders between 30€ and 2 000€ with PayPal.
Am I eligible?
This offer is only valid in France (including Corsica). To take advantage of it, you must have a PayPal account.
How does it work?
1-
You just have to select the option "Pay with a PayPal account (payment
in 4x without expenses available from 30€)" at the checkout.
2-
Your request will be verified by PayPal in a few seconds. Then, the
amount of your order will be divided by 4 and can be spread over 3
months. You will receive an order confirmation email, as well as your
payment schedule sent by PayPal including all your payment details.
3-
You can then consult and manage your payment schedule from your PayPal
application. An early refund is possible at any time and without extra
charge. You will be notified by email before each new debit.
In case of return before the end of the term:
PayPal will deduct the amounts owed from the refund amount, and if necessary, will refund you the amounts already debited.
I can't pay and confirm my order
Try refreshing the page.
Make sure you have a good Internet connection.
You can also try switching browsers or switching to computer or mobile depending on the device you first tried.
If the problem persists, write to us at contact@coucousuzette.com
Where can I find the invoice for my order ?
Send us an email at contact@coucousuzette.com to receive your invoice.
Point of sale
Where can I buy Coucou Suzette products ?
All our creations are available on our e-shop. Coucou Suzette does not have a physical store. However, you can find the list of our resellers by country here.
How do I know if an item is available in the store ?
Coucou Suzette does not have a physical store. Our creations are sold by
retailers who make their own selection of products and we unfortunately
do not have access in real time to their stock. You can contact them
directly for more information.
I have a store, I would like to sell Coucou Suzette creations !
Thank you for your interest in Coucou Suzette! You can fill in this form and our team will get back to you.
Contact
I wrote to you but I have no answer, why ?
Don't forget to check your spam.
Our after-sales service is open from Monday to Friday (except holidays) from 10 am to 6 pm (French time) by :
E-mail: contact@coucousuzette.com
Phone : 01 56 08 03 81
If you contact us outside these hours, we will get back to you as soon as we return to the office.
Want to collaborate ?
We love collaborations! You can discover our latest projects on our collabs page.
For any new request, please send an email to clotilde@coucousuzette.com to discuss it together!
Press inquiries ?
We are flattered! Please contact us at marketing@coucousuzette.com for any press questions or inquiries.
Are you hiring ?
You can check our jobs inquiries here.
You can send your spontaneous application to contact@coucousuzette.com
You can also follow us on our social networks @coucousuzette to be informed when a new offer is available.
Any other question ?
If you didn't find the answer to your question in our FAQ, write to us at contact@coucousuzette.com we will be happy to answer you! <3
Our after-sales service is open from Monday to Friday (excluding french holidays) from 10 am to 6 pm (French time)
#YESCOUCOUSUZETTE
Terms and Conditions of Use
We love seeing how you showcase your Coucou Suzette products on social media, and we would like to ask for permission to share these photos on our own channels. The primary channel where we will publish the photos will be the Coucou Suzette website (coucousuzette.com), but this could also include the Coucou Suzette newsletter or our own social media channels.
By responding to our request with the hashtag #yescoucousuzette and tagging us with @coucousuzette, you:
- Give Coucou Suzette permission to use your photo for their marketing and/or advertising purposes, including on the website gallery (coucousuzette.com), newsletters, social media, emails, and other customer communications and marketing purposes.
- Grant Coucou Suzette permission to use your photo until you revoke your authorization.
In return, you will receive:
Free advertising on our channels and our website (coucousuzette.com).
Full credit for your own photo: your social media handle will be linked and/or your name will be mentioned.
The ability to revoke your authorization at any time.
By accepting these conditions, you grant Coucou Suzette a non-exclusive, royalty-free, worldwide license to use and share your photo for marketing and/or advertising purposes, including the right to reproduce, distribute, modify, and edit your photos. You declare and warrant that you own or control the rights to the material you have submitted and have permission from all individuals appearing in the photos. If products from other brands appear in the photo and that brand is mentioned in your photo, we will also mention that brand when sharing your photo. If other brands appear in your photo but are not mentioned, we will not be able to mention that brand. However, we can always add a mention later upon request. The photo will always remain your property, and the granted authorization can be revoked.
Revocation of Authorization
If you wish to revoke your authorization, you can send us an email at marketing@coucousuzette.com, and we will remove your photo from our digital channels within 14 days. If we have used your photo in our newsletter, it will not be possible to delete the photo, but we will cease to use it in the future.
