FAQ
Here are the answers to the most frequently asked questions.
Please take a moment to read them before contacting us :
Delivery
What are the delivery times?
- 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 or public holidays.
Please note that delivery may occasionally take a little longer than the estimated time, especially during busy periods such as the holiday season, sales, or Black Friday.
How much are the shipping fees?
Shipping costs depend on the shipping method you choose, as well as the weight of your package and your destination country. Shipping is free for orders over €70 in France and Europe, and over €100 for the rest of the world.
You can simulate the shipping price by adding the products to your cart.
Do you ship internationally?
Yes, we ship worldwide!
How can I track my order?
Once your order has been shipped, you will automatically receive an email with your tracking number and a link to check the status of your order.
I entered the wrong shipping address. What should I do?
Please always make sure the address you provide is complete and accurate (last name, building code, floor, etc.).
If you made a mistake, please contact us at contact@coucousuzette.com as soon as possible and include your order number.
If the order has already been shipped, we will need to wait for the package to be returned before we can process a refund for your order (including shipping fees).
My item arrived damaged. What should I do?
Please send us a message at contact@coucousuzette.com, including your order number and a photo of the damaged or broken item.
Our customer service team will get back to you to offer a replacement or a refund.
If your purchase was made in-store, please contact the store directly.
I didn’t have time to pick up my parcel at the pickup point and it was returned. What should I do?
Your parcel has been returned to our logistics center.
We will process a refund for your order (including shipping fees) once our logistics partner has confirmed its receipt.
Special delivery for flower pots
This item is large and fragile, so it is not eligible for free shipping or delivery via Mondial Relay.
Order
I made a mistake in my order. Can you modify it?
Please contact us at contact@coucousuzette.com as soon as possible, including your order number. Changes can only be made to items of the same value.
If the preparation has already been made, we will unfortunately not be able to make any changes. If you wish to return your items, you can consult the "How to return an item?" section.
Can I cancel an order?
If you wish to cancel your order, please write to us at contact@coucousuzette.com as soon as possible, mentioning your order number.
If the order has already been prepared, we will unfortunately no longer be able to cancel your order. If you would like to return your items, you can consult the "How to return an item?" section.
What should I do if I haven't 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 out of date, send us a message at 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 invoice
Don't worry, all our packages are sent without prices or invoices and our orders are wrapped like gifts in pretty Coucou Suzette pouches.
Oh no, a product is out of stock! Will it be back soon?
Most Coucou Suzette creations are regularly updated. Don't hesitate to sign up for the alert on the page of the sold-out product, you will receive an email as soon as it is back in stock!
Return, exchange and refund
Is it possible to make an exchange?
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. In this case, we do not accept exchanges but will refund the order (shipping costs included if the entire order is returned).
Returns must be made in their original condition and complete (packaging, accessories, instructions, etc.) allowing them to be resold as new to the following address: MOBILTRON – Coucou Suzette – Retours - 31 Rue de Châteaubriand - 35370 Argentré-du-Plessis – France. Damaged, soiled or incomplete products will not be accepted.
Please note that the return will be at your expense. Refunds will be issued once the package is received.
Beyond the 14-day period, we no longer reimburse delivery costs.
How do I return an item?
Any product to be returned must be returned in its entirety and in its original packaging, by Colissimo Recommandé to the following address:
MOBILTRON – Coucou Suzette – Returns - 31 Rue de Châteaubriand - 35370 Argentré-du-Plessis – France.
Please note that return shipping costs are the buyer's responsibility. Refunds will be issued once the package is received.
Payment
What are the different payment methods offered?
We offer 3 payment methods on our site:
1- Payment by credit card: Carte Bleue, Visa, Mastercard
2- Payment by credit card via PayPal
3- Payment with a PayPal account (payment in 4 installments without fees is available in France from €30)
At Coucou Suzette, your payment is 100% secure!
We use Standard Secure Sockets Layer (SSL) technology to encrypt confidential information (name, address, credit card). Securing payments and keeping your information private is a priority at Coucou Suzette.
Will I have to pay additional taxes?
The prices of our products are displayed including VAT for orders from the European Union.
For orders outside the EU, prices are displayed excluding VAT, after validation by the destination country. Please note that your order may sometimes be taxed upon arrival in the destination country.
Costs and formalities will be borne by the recipient.
How to take advantage of PayPal payment in 4 installments?
You now have the option to pay in 4 interest-free installments for orders between €30 and €2,000 thanks to PayPal.
- Am I eligible?
This offer is only valid in mainland France (including Corsica). To take advantage of this offer, you must have a PayPal account.
- How does it work?
1- Simply select the option “Pay with a PayPal account (payment in 4 installments with no fees available from €30)” when you make your payment.
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
You will receive an order confirmation email, along with your payment schedule sent by PayPal including all your payment details.
3- You can then view and manage your due dates from your PayPal app. Early repayment is possible at any time and at no extra charge. You will be notified by email before each new debit.
- In case of return before the end of the deadline:
PayPal will deduct the amounts due from the refund amount and, if applicable, will refund any amounts already deducted.
I can't pay and confirm my order
Try refreshing the page.
Make sure you have a good internet connection.
You can also try changing browsers or switching to desktop or mobile depending on which device you first tried with.
If the problem persists, write to us at contact@coucousuzette.com
Where can I find the invoice for my order?
Write to us at contact@coucousuzette.com to receive your invoice.
Point of sale
How to find the list of Coucou Suzette resellers?
Coucou Suzette does not have a physical store, but we are available at many retailers in France and around the world. You can find this list on our "Find a retailer" page.
How do I know if an item is available in store?
Coucou Suzette does not have a physical store. Our creations are offered through retailers who curate their own product selections, and unfortunately, we do not have real-time access to their inventory. You can contact them directly for more information.
I have a shop, I would like to resell Coucou Suzette creations!
Thank you for your interest in Coucou Suzette! Please fill out this form and our team will get back to you.
Contact
I wrote to you but I haven't received a reply, why?
Don't forget to check your spam.
Our after-sales service is open Monday to Friday (excluding public holidays) from 10 a.m. to 6 p.m. (French time) by:
Email: contact@coucousuzette.com
Telephone: 01 56 08 03 81
If you contact us outside of these hours, we will get back to you as soon as we return to the office.
Collaboration proposal?
We love collaborations! You can discover our latest projects on our collabs page.
For any new requests, please send an email to clotilde@coucousuzette.com so we can discuss it together!
Press request?
We are flattered! Please send an email to marketing@coucousuzette
Do you have any vacancies?
If we have any vacancies, this is where you will find our announcements.
You can send us your unsolicited application to contact@coucousuzette.com
You can also follow us on our social networks @coucousuzette to be informed when a new offer is available from us.
Another question?
If you haven't found the answer to your question in our FAQ, write to us at contact@coucousuzette.com and we'll be happy to answer you! <3
Our after-sales service is open Monday to Friday (excluding French public holidays) from 10 a.m. to 6 p.m. (French time).
Manufacturing and commitments
All about manufacturing
All Coucou Suzette creations are designed by the brand's founder, Juliette Mallet, in our Parisian offices. Since the very beginning in 2016, she has joyfully and passionately designed each model that gives birth to our creations, which are themselves manufactured by our various carefully selected partners around the world.
Find all the information relating to the manufacture of accessories on our “Our manufacturing” page.
Why do we manufacture accessories in China?
A large portion of Coucou Suzette accessories, such as acetate creations, transparent socks, pins and jewelry, are made in China.
Find our article dedicated to the manufacturing of our accessories in China.
And manufacturing in France?
Our cotton socks for adults and children are made in France in a family factory that has specialized in sock making for several generations. Discover the secrets of their manufacture in our dedicated article .
In addition to cotton socks, all our stationery and paper pouches (packaging) are made in France.
Our commitments
Coucou Suzette is involved through several organizations and associations such as 1% for the planet, the SPA and the Curie Institute.
Find our commitments here .
