Cocooncenter Reviews 

They should be more explicit about shipping costs at checkout. I paid for shipping, but when it arrived in the US, they held the package until I paid the international shipping plus duty and import fees, which came to $71! ​​More than I spent on the products. Honestly, I felt scammed and disappointed! If I had known that, I would have simply bought from another website that, although they charged me more for shipping, didn't have this "surprise."

Détail de votre commande: COM-25019868-COC
This is the worse company I have ever experienced when it came to packaging their products. My friends told me that this company was great on discounts for parapharmacie products, but I read reviews online and was hesitant but even DeepSeek said it was good due to TrustPilot reviews (which i read beforehand and saw many bad reviews and should have trusted my gut feeling and paid a bit extra on AtidaSante which I use to use but at least I would be assured that my package would have been well protected). I had order more than 80 euros worth of products, which for me is quite costly but I have been experiencing bad acne on my face for more than 1 year, so I thought I would give this a go. I had been saving up to get the best French products (for some people 80 euros may not be a lot to spend but on 7 products, its quite expensive for me) but when I went to pick up my package from Carrefour, the packaging had literally 1 tape around the whole big box. I was extremely disgusted by how it was packaged, it had holes on two sides of the edges of the box, even the lady who handed me my package was shocked that one of my products (SVR serum) fell out of the package (if i could post the pictures, I would to show proof). She even suggested that I check properly if all my products were inside and were okay because she said things could have easily fallen out but the worst part of all of this was the La Roche Posay Toleraine bottle pump was not even protected! The pump could have been crushed and completely broken during all the delivery. I will never ever use this company ever again, I have told all my friends in Europe and US not to even think about it because how dare these people package our products like they don't give a shit but we work hard to be able to buy their products, even if it's on the cheaper side (slightly only) but it's the carelessness of the whole thing that makes me realize why they can be cheaper. Customer service takes 2 seconds only when packaging the box, they could have at least put a second tape around the sides of the box, it would have costed them nothing! Even Temu and AliExpress uses more than 1 strip of tape for their boxes, so that's very telling. I urge those who work hard for money and want to buy paraproducts to go elsewhere, it's not worth the stress of your products falling out or being crushed because they can't spare extra protective tape or bubble wrap. If I could, I would post the pictures and video of my box to show proof and the worst part is I wanted to submit my complain through to their website but they only give less than 3 sentences long, so that was extremely frustrating. So to the person who packaged my box, thank you for ruining my birthday (ordered it as a gift for myself to arrive on my actual birthday on February 13) because you couldn't be bothered to use extra tape. Thanks a lot!

*REPLY to Cocooncenter's reply to my review: Don't blame the delivery company, it was not there fault, it is clear by the images I sent you that it was poorly packaged by your staff. I told you there was no protection for the LRP pump bottle and there was only one tape around the whole box that was very heavy, so it has nothing to do with the delivery people. Even if they did throw it around, it is your company's responsibility to package it with care for all bottles that may fragile or broken if not well protected. Perhaps take the initiative to educate the people who package our products and not blame others when there's only 1 tape to hold down the whole damn heavy box! You clearly do not care about your customers who spend money to buy your products.

I purchased items over £70 and paid an additional insurance fee. My parcel was not delivered, and when I contacted customer service, I was told I would need to wait another eight weeks for the investigation to be completed. This is unacceptable, as the website clearly states that paying for insurance ensures a quick and easy refund or replacement. I have contacted customer service again, but my messages are being ignored.

After the reply from cocooncenter on trustpilot that the customer service is replying to my queries, and the 2 months investigation period expired on 6th March, I am still waiting for the response from the customer service.

Very disappointing experience.

I have been a customer since 2020, but this is by far the worst service I’ve received. My parcel has been stuck for over 21 days with the tracking status showing “Under preparation at the shipper’s”. There has been no movement at all.

Customer support keeps sending the exact same copy-paste email again and again, claiming the postal service is investigating, but they provide no proof, no updates, and no real solution. I even contacted the postal service myself, and they confirmed there is no progress.

No replacement.
No refund.
No accountability.

Instead of resolving the issue, they just ask for more patience while doing nothing. This is not how long-term customers should be treated.

I would not recommend this company based on my experience.

Shocking customer service:
- order took 12 days to arrive in the UK delivery depot. But the wrong one.
- Order was not delivered and being returned to sender.
- 5 online forms, 5 emails to customer service, 5 calls to the UK telephone number and French telephone number with NO RESPONSE to neither.
- Email reply today simply with a return refund, no apologies for delay in replying to email, no apologies for missed delivery.

Your company seem very badly run and your customer service is non-existant.
Of course I will not buy again.
Of course I will fill online reviews on my experience.

Worst online provider I've ever dealt with!
Privacy:
I explicitly did not tick the box to sign up for marketing when I was forced to create an account, just to place the order (most online sites allow one to check out as a guest). I even took a screenshot, which I've now provided to the ICO in the UK and CNIL in France. They proceeded to bombard me with daily marketing emails and I couldn't even put them in SPAM, because I was waiting for updates on my delivery. When I contacted them about it, it took 4 days to receive a reply and they then said it would take a further 3-5 days to unsubscribe me. Well, 2 weeks later, I'm still receiving almost daily marketing emails and they are no longer responding. So I've now had to waste time lodging formal complaints against them with the regulators!

Terrible customer service:
I selected Amazon delivery for my parcel and after waiting 2 weeks, I was informed by Amazon that there was a problem with the parcel and they were returning it to Cocoon. This order had time sensitive items within it and now I won't receive them in time - and worse, Cocoon customer service won't even respond to clarify what is going on, or what they're doing about the order. This was not a small order (over £100) and I have no idea whether I'll be receiving it, when or a refund and when.
Honestly, why bother with them. I know I will never use them again - there are many other French pharmacies sending items to the UK out there and I'll be using them going forward. Avoid Cocoon unless you want protracted headaches and far too much faffing about.

They usually have my products in stock and the website has a translation feature so I can read to follow directions.
Thanks

Don’t place orders. Scamming website. Never received my order , contacted them 3 times. Lost £240 for nothing.

After reporting that the products that I bought for holiday were due to expire within 1 month and 4 months (extremely short expiry) I was advised that they would not refund despite them sending me near expiring products. I have bought from them before but feels like they sell old products (could be scam site), I would not recommend. I have also contacted them multiple times to send me a link to review them but they keep sending me a link to the Amazon site re delivery - the agent called Lisa responded multiple times with an Amazon link pretending not to understand that I wanted a review link for their site NOT Amazon. I do not want to review the delivery, I want to review the poor goods and service from COCOON. beware of this company and their short expiry dates, goods should have a minimum
If 6 months use from opening so 1 month expiry is useless and I will not be using on my kids. I would like customers to be informed before buying from COCOON Center.

I have ordered almost one month and 3 days ago and I didn't receive the article uptill now. I wrote them an Email one weak ago asking for a full refund and nobody answered me. I have never seen such a bad experience in Germany before.

quick and easy to order although I would prefer to pay by Paypal it didn't seem to be an option when I paid.

I placed my order on December 1st with an expected delivery date of December 16th. When I checked my account, the tracking number did not exist.

I contacted customer support multiple times and was asked to wait for an investigation. Later, I was told the package was found and then returned. Throughout this process, I received no follow-up and had to constantly contact them myself.

Instead of resolving the issue, my account was blocked from emailing support. I was then informed that a refund of $230 was processed, but no refund has been received.

This is unacceptable and unprofessional. I will proceed with a formal commercial complaint to recover my full rights.

my order has not be delivered first time due to address issue. somehow the house number has been located below the street address, Amazon shipping didn't check the address properly and returned the parcel to sender. I can't change the address on the order page and tried to contact the customer service to reship the order. Their reply was very slow, took about 2 days to reply, I have tried to call customer service number and no one answers. I have contacted the customer service and asking change the shipping address to the correct one. 5 days after the parcel has been returned, Cocooncentre has arranged the reshipment but the address is still missing the house number, I have contacted Amazon shipping to change the correct shipping address, but Amazon said they can't change the address once the ticket been issued, only advise the change the delivery instructions but can't guarantee it will be delivered, what a service! Certainly, no intention to place any order from Cocooncentre in the future.

I've used them a couple of times and been very happy what I am not happy about is the spam emails I keep getting I have clicked to unsubscribe about 10 times but still I keep getting them if it wasn't for that I would have given five stars

Total Scam! Stay away from this page.
I ordered a 'black friday' deal and the page promotes shipping for around 20 dollars to Canada. I ended up paying over 50 dollars on shipping + duty and import fees, but that was never explicitly mentioned in the purchase process. The solution provided by customer service was to lose the fees and return the product. Of course, they have conveniently said in the terms and conditions of the page but not on the purchasing process…

I made a purchase CUK-24653822-COC on 29/11/2025 and I am still waiting for my delivery.
I contacted customer service several times through the contact form, but have not received any reply.
The courier status has been stuck since 06/12/2025, and I have no information about where my parcel is or when it will arrive.
Very disappointing experience.

Made a purchase (CIT-24618302-COC) on 26/11/2025 and still waiting for the delivery. Reached out to their contact form, no reply. Courier status update stuck since 01/12/2025.

This is a reply to their answer to my previous post.

I find it very concerning that you are able to respond publicly on Trustpilot, yet I haven’t received a single reply to my customer service emails in months.
Your repeated claim that I failed to provide the required documents to the carrier is simply incorrect. I was never contacted by the carrier, nor did I receive any request for documentation. If you are unable to provide reliable shipping to the US due to current regulations, then you should not offer this option on your website.
I reached out multiple times to inquire about the status of my order and to ask whether any documents were needed, but I received no response. I also requested a refund—again, with no answer.
This level of service is highly unprofessional, and based on other recent reviews, it seems I am not the only customer experiencing this issue.

I read your reply and I am shocked. Once again —
I contacted the carrier, and they told me they don’t need anything from me. They are missing information from you, and you did not respond to them when they tried to contact you. That’s it! These are their words! The carrier tried to reach you, but you didn’t respond and ignored them, and that is why my package was sent for disposal. They did not need any information from me at all