I was a bit hesitant to order seeing other reviews but they had everything i wanted and too good to miss deals with quite a lot of free extra products and free delivery to a collection point, my local... See more
Company replied
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See what reviewers are saying
One product was missing from my parcel (baby wipes for 8€). The customer service claimed it wasn't their fault and I needed to fill an official claim to the transport provider, but the parcel wasn't... See more
Company replied
I adore cocooncenter prices, but my la roche-posay anthelios arrived with a scary short expiry, barely two months left, felt like leftover stock. Lovely box, careful pack, but your selling me sunscree... See more
Company replied
I was highly skeptical because the prices were so amazing, but decided to go for it anyway and order a large haul of skincare. Placed the order Sunday night, received tracking information Monday, saw... See more
Company replied
Company details
Written by the company
Parapharmacie en ligne proposant plus de 21000 références et plus de 800 grandes marques. Prendre soin de vous est notre priorité. Parce que la santé et le bien-être ne sont pas une question de mode, mais un mode de vie, il est essentiel de pouvoir choisir ses soins en toute confiance. Grâce à nos pharmaciens et des conseils d’experts, transformez votre quotidien en instants privilégiés. Depuis 20 ans, Cocooncenter, pionnier français de parapharmacie en ligne, réunit pour vous les meilleurs produits. Des marques qui vous ressemblent, à des prix accessibles au plus grand nombre. C’est pour vous que Cocooncenter s’engage. Pour votre santé, pour votre beauté, pour votre budget. Cocooncenter Ensemble, prenons soin
Contact info
1 rue de la Nau des Vignes, 51520, La Veuve, France
- 0980802510
- service.clients@cocooncenter.com
- cocooncenter.com
4.0
Great
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 69% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
No invoice, stuck at customs
Awful. They’ll send your international parcels without an invoice every time, and your express shipment will sit in the carriers warehouse for weeks because it can’t clear customs. Slow customer service. Happened to me three times this month. They used to be so good.
Edit: Since when does a customer buying some skincare have to provide documentation to a logistics carrier?!?! I had to call the carrier and provide the commercial invoice on behalf of cocooncenter. This was the cause of the customs delay. The recipient (me) was not at fault as you are suggesting.
12 November 2025
Unprompted review
Reply from Cocooncenter
Hello,
We are sorry to hear about your experience. We would like to clarify that all invoices were correctly sent with your parcel. According to the carrier, the delay is due to the fact that the necessary documents for importing the parcel were not provided by the recipient.
As stated in our Terms and Conditions, which you agreed to when placing your order, international shipments are subject to customs procedures, which can sometimes result in delays.
We understand this situation is frustrating and remain available to assist you if you need any further guidance to resolve the customs clearance.
Best regards,
Cocooncenter Team
Scammers - AVOID THIS COMPANY
Been nearly 2 months still don’t have my parcel. They have ignored over 30 of my emails and now challenged my dispute with my bank. I have asked over 15 times for them to provide me with proof of delivery which they don’t have so how can they try and challenge this when it clearly hasn’t been delivered and they don’t have any proof of delivery
27 October 2025
Unprompted review
Reply from Cocooncenter
Dear Chris,
We are very sorry to hear about your experience. After checking, we are unable to locate any order associated with this review. We previously requested additional information from you to assist with your case, but have not received a response.
To help resolve this issue, could you please provide us with your order number? Once we have it, we will be able to investigate thoroughly and assist you further.
Thank you for your understanding, and we look forward to your reply.
Cocooncenter Team
Be silent when US custom borders get…
Be silent when US custom borders get rid of the packages. No response or solution for customers.
Update 1: To CoCoonCenter, check my tracking number and told me what are you waiting for refund?
Tracking #1ZJ40C430421622072. The package is undeliverable and is in the process of being disposed of according to the local guidelines. Waiting for delivery? Are you kidding me? Stop lying and started refund process
Update 2: Where is your response CoCoon Thief?
20 October 2025
Unprompted review
Reply from Cocooncenter
Dear customer, Thank you for your feedback. We are truly sorry for the inconvenience you’ve experienced.
Due to new measures recently implemented by U.S. Customs, clearance times for shipments to the United States have become longer than usual. We understand how frustrating these delays can be and sincerely apologize for the situation.
After checking your file, we can confirm that one of your two parcels has already been delivered, and the second one is still in transit and should be delivered soon. Please rest assured that we are in daily contact with the carrier to obtain updates on your shipment’s progress.
We were also surprised to read that you did not receive any replies from us, as our customer service team has responded to all your emails. We remain available and committed to assisting you until your order is fully delivered.
Kind regards,
CocoonCenter Team
They Improperly Classify Shipments, and It Will Cost You
I ordered cosmetics from Cocoon Center on 04-OCT-2025, for delivery to the United States. The U.S recently repealed its De Minimis exemption for imported goods, meaning I will have to pay import fees for the goods that I ordered through Cocoon Center. I have no problem with that, since the calculated import fees should have been minimal and I was willing to pay them. HOWEVER, Cocoon Center did not properly declare the goods in their shipping documentation, so I was charged for a steel and aluminum tariff on my cosmetic goods. It is 100% the shipper's responsibility to declare the items in the shipment properly, which they failed to do. So now, as a result, I am facing a$379 import fee from UPS (the only shipping option Cocoon Center offers) because customs has to charge me for aluminum/steel since my shipment wasn't properly declared by Cocoon Center. UPS won't deliver my package unless I pay, and disputing it may take 12+ weeks. Do yourself a favor and don't order from Cocoon Center. Order from Stylevana or Yesstyle instead since they are paying import fees on behalf of the customer, don't ship with UPS, and are offering refunds if there are any surprise fees. Yesstyle and Stylevana are also properly classifying their shipments to avoid the aluminum/steel tariff. Cocoon Center, maybe you should follow their example.
EDIT:
In response to Cocoon Center trying to say that they are not responsible for U.S tariffs, I agree!!! They are of course not responsible for the types and percentages of tariffs that the U.S imposes on imports. I'm not saying at all that Cocoon Center is responsible for U.S import fees. What I am saying, is that it IS Cocoon Center's responsibility to classify their shipments properly, and to declare what the goods are in their shipments according to the harmonized tariff schedule. They failed to do so, and as a direct result, customs is taking full advantage of their mistake and is delaying my package and charging me extra fees. I hope this clears things up! Don't be fooled by them apathetically claiming they aren't responsible! Just because someone says they aren't responsible for something doesn't actually absolve them of responsibility. To everyone in the U.S reading this, DON'T ORDER FROM THEM. I guarantee you they will not label your items properly and customs will charge you insane amounts of extra money.
2 October 2025
Unprompted review
Reply from Cocooncenter
Dear Customer,
Thank you for your feedback. We would like to clarify a few points regarding your order.
As indicated clearly on our website, all shipments to the United States are subject to customs and import fees, as your order is placed from France to the U.S. These fees are determined by U.S. customs regulations, and Cocooncenter cannot be held responsible for recent changes in U.S. import laws.
By placing your order, you agreed to our Terms and Conditions, which clearly state that customs clearance may delay the delivery of your parcel and that any fees applied to the shipment for customs purposes are the responsibility of the customer.
We understand that unexpected import charges can be frustrating, and we always strive to provide clear information regarding international shipments. We hope this clarifies the situation.
Best regards,
The Cocooncenter Team
Expiry dates too short
I adore cocooncenter prices, but my la roche-posay anthelios arrived with a scary short expiry, barely two months left, felt like leftover stock. Lovely box, careful pack, but your selling me sunscreen for summer that will vanish before autumn winds, I’m grumpy. At 69 this stings, money matters, rushing a whole tube is not what I signed up for.
18 August 2025
Unprompted review
Reply from Cocooncenter
Hello,
Thank you for your feedback and for sharing your experience with us. We are glad to hear you appreciate Cocooncenter’s prices and packaging.
However, we could not identify any order under your name on Trustpilot, nor have we received a similar request by email. We would like to investigate this matter further and invite you to contact our Customer Service team directly so we can look into your issue and assist you.
We apologize for any inconvenience and look forward to resolving this with you.
Best regards,
The Cocooncenter Team
Scam site
We ordered the products at the begging of September, we are in middle of October and we didn’t receive them. Every time I complain, they always send an automatic reply, with any relevant information, but I had to contact UPS, who were more helpful than this site. Even then, UPS couldn’t do anything because they already informed me that the product was not delivered and they send to this site that information too, so I could get my refund, but The site didn’t refund me, and they didn’t even bother to send a word!
3 September 2025
Unprompted review
Reply from Cocooncenter
Dear Customer,
Thank you for your feedback. We are very sorry to hear about the issues you experienced with your order. We take delivery concerns seriously and would like to clarify the situation.
Our records show that your order was placed in early September and was shipped according to the agreed timeline. Once a parcel is with the carrier, delivery times are subject to their handling and procedures. We apologize if the updates you received from our automated system did not provide sufficient information.
Regarding your refund, please note that we can only process it once the carrier confirms that the package was not delivered. If you have not received your refund yet, we encourage you to contact our customer service directly so we can resolve this issue promptly.
We sincerely regret the inconvenience this situation has caused and are committed to improving our communication and support for our customers.
Best regards,
The Cocooncenter Team
Great but not perfect.
I have ordered several times from cocooncenter for dermocosmetics and Supplements and the prices on la roche posay, avene, bioderma,vichy, embryolisse,and nuxe beat my local shops... Dispatch was fast and packaging was careful, with authentic French products and mostly long expiry dates... The site feels like a trusted parapharmacy and delivery across Europe has been quick for me...
Hiccups keep me from loving it outright. One parcel went missing and while customer service solved it, the delayed tracking was stressful and another order arrived with a box that is scuffed and one vitamin showing only six months to expiry...
9 October 2025
Unprompted review
Reply from Cocooncenter
Dear Nancy,
Thank you very much for your detailed feedback and for your loyalty to Cocooncenter. We are delighted to hear that you appreciate our wide range of dermocosmetics and supplements, competitive prices, careful packaging, and fast delivery across Europe. Your trust in us means a lot.
We sincerely apologize for the issues you encountered with missing parcels, delayed tracking, and the condition of one of your orders. Please know that we take these points seriously and continuously work to improve our service to ensure a smoother and more reliable experience for our customers.
Thank you again for your valuable feedback, and we look forward to serving you again soon.
Cocooncenter team
The website is reliable and offers good…
The website is reliable and offers good prices, but recently I’ve experienced repeated delays in order processing. I contacted customer service several times regarding shipping, and my latest order a few days ago had the same issue. Also, I had a missing amount of €23 from an order a year ago and haven’t received compensation yet. I kindly request to reinstate PayPal as a payment method
2 October 2025
Unprompted review
Reply from Cocooncenter
Hello
Thank you for sharing your feedback with us. We were surprised to read your comments regarding repeated delays, as our records indicate that you have placed only one order on our site this year. That order was shipped within the announced timeframe of 48 business hours, and our tracking confirms that it was delivered within the delivery window provided at the time of order confirmation.
If you feel that the standard delivery time is not fast enough for your needs, we would like to remind you that we offer express shipping options through our carrier partners for faster delivery.
Regarding the €23 you mentioned from a previous order, our records show that this amount was reimbursed to you two months ago.
Finally, we have noted your request to reinstate PayPal as a payment method and will take it into consideration for future improvements.
We appreciate your loyalty and hope to continue providing you with a reliable shopping experience.
Best regards,
The Cocooncenter Team
Good service and prices!
1 October 2025
Unprompted review
Reply from Cocooncenter
Hello Serhii,
Thank you very much for your kind words! We’re delighted to know you’re happy with our service and prices.
We look forward to seeing you again soon on Cocooncenter!
Cocooncenter Team
Terrible experience
Terrible experience! I never received my order, but they marked it as delivered with a fake signature. Neither DPD nor Cocooncenter took responsibility. Pure scam – do not trust them!
26 September 2025
Unprompted review
Reply from Cocooncenter
Dear Customer
We are truly sorry to read about your disappointment regarding this delivery. Please allow us to clarify the steps that were taken on our side.
As soon as we were informed of the situation, our team immediately contacted the carrier to open an investigation. Following your delivery dispute, the postal services conducted a search and carried out checks with the delivery driver. After their inquiry and direct confrontation with the driver, the carrier unfortunately confirmed that the parcel was delivered.
At your request, we challenged the carrier’s decision once more, but despite our efforts, the carrier has maintained its confirmation of delivery. In such cases, when the investigation concludes that the parcel was indeed delivered, we are unfortunately unable to proceed with a refund or reshipment. Of course, whenever a parcel is proven to be lost or stolen, we always arrange a replacement shipment without hesitation.
We sincerely regret the frustration this has caused and assure you that we have taken all possible steps with the carrier on your behalf.
Kind regards,
Cocooncenter team
Scammer
They sent me the wrong items and ignored my request for a refund. You'll never get their response forever.
[Reply to Cocooncenter's response below]
I've placed 30+ orders on Cocooncenter since 2023. It doesn't make sense that Cocooncenter cannot find my name in their system.
Of course, I sent refund requests via email and their website contact form several times and made a call, but I failed to receive their response.
My credit card company is trying to refund me through their solid service.
Cocooncenter's customer service became disastrous at some point, so I decided not to order their products any more.
1 August 2025
Unprompted review
Reply from Cocooncenter
Hello,
Thank you for your feedback. We are sorry to hear about your experience.
Unfortunately, with the Trustpilot username you provided, we are unable to locate any order in our system.
In order to assist you as quickly as possible, could you please share your order number with us? You can also reach out directly by email at customer.service@cocooncenter.co.uk or by phone at 01202 122665 .
We truly wish to resolve this for you.
Cocooncenter Team
I ordered from them four times
I ordered from them four times.
On the third, there were missing items from which no accountability was reached by Cacooncenter. I tried them again, in case this was a 'one-off', but due to their way of labeling my $160.00 body oil order, UPS would not deliver unless I paid an additional $470.00 for a steel and aluminum tariff. Cacooncenter offered no assistance whatsoever. In the end, after many eMail exchanges, Cacooncenter stated for me to refuse product and I would get a refund, minus shipping both directions. No refund in sight but my Amex insurance will cover.
I do not recommend this company whatsoever
10 September 2025
Unprompted review
Reply from Cocooncenter
Dear Customer,
Thank you for sharing your feedback. We are very sorry to hear about your experience.
Unfortunately, we have not been able to identify your order using your Trustpilot username, and we did not receive a response to our request for your order number, which prevents us from investigating your case further.
Regarding the issue with delivery, following recent customs regulations in the USA, carriers are doing their best to release shipments as quickly as possible. Import fees and tariffs for the USA have recently changed, which may result in additional costs at delivery.
We truly regret the inconvenience this situation has caused and are always striving to improve our processes to avoid such issues in the future.
Kind regards,
Cocooncenter Team
Always perfect
I have ordered countless times over the past 10 years (if not more) from this website and have had a great experience each time. Their customer service team is very responsive but be aware their response often goes to your junk folder so you might miss it, at least that's what happened to me, maybe this explains some of the bad reviews. Orders get shipped super quickly, products are securely packaged, for me it's always been perfect.
26 June 2025
Unprompted review
Reply from Cocooncenter
Dear Customer,
Thank you so much for your continued trust and for sharing such a wonderful review! We're thrilled to hear that you've had great experiences with us over the years. Your feedback on our customer service is really appreciated, and we’ll certainly look into improving visibility of our responses to avoid them going to spam.
We're glad you’re satisfied with our fast shipping and secure packaging. It’s always a pleasure to serve loyal customers like you, and we look forward to many more orders in the future.
Thank you again for your kind words!
Best regards,
Cocooncenter Team
Shipping a 5€ shampoo from France to Italy and back!
I bought a shampoo from Cocooncenter crossing my fingers hoping it would go through. It was shipped from France to Italy. The courier tried to deliver it but didn’t find anyone home.
They didn’t call, didn’t leave a note, and didn’t attempt a second delivery.
Instead, they left it at a pickup point without any written or verbal notification. Since we had no idea it was there. The holding period expired, and the shampoo was sent back to France!
Total time wasted: about a one month.
They did issue a refund, but their reviews are “moderated.” So if a review doesn’t fit their policies, like this one. It gets rejected. Tried amending but it doesn't get past their moderators.
Sounds like a joke, but it isn’t.
4 July 2025
Unprompted review
Reply from Cocooncenter
Dear Ms. Andrea Matone,
Thank you for your feedback. We regret the inconvenience you experienced with the delivery of your order CIT-23988916-COC.
Please be assured that your order was carefully prepared and shipped within the expected time frame. However, the package was returned to the sender due to an incorrect address, which was validated by you at the time of purchase.
Please note that your order of an amount of 8.02€ has been refunded on the 29th July to you by our Customer service.
Regarding the reviews, we want to clarify that we do not have the ability to remove or hide customer reviews. All reviews are managed independently by Trustpilot, which only removes reviews that are abusive or proven to be false.
We appreciate your understanding and remain at your disposal for any further assistance.
Kind regards,
The Cocooncenter Team
Unreliable Website
I ordered products from Cocooncenter – the delivery was delayed and sent to the wrong address. I requested a refund, but I still haven’t received it, and it’s been almost a month. I haven’t been given any clear information or solution. I do not recommend this site – very unreliable.
24 July 2025
Unprompted review
Reply from Cocooncenter
Dear Customer,
We are sorry to learn about your bad experience regarding your last order on our website.
We would like to inform you that your order has been refunded already by our customer service as the parcel has been returned back to the sender.
However, if you give us the opportunity to show you that we value customer satisfaction, we would be delighted to offer you a discount on your next order.
Best regards,
Cocooncenter Team
Hello
Hello
I am extremely disappointed with Cocooncentre.
I placed an order on 16th July and have still not received my order. I keep on being told via email,that the order is being prepared.
You cannot speak to a human being on that phone and have just been into my account and it’s says REFUNDED.
No communication whatsoever, when will I receive my refund why was my order cancelled when the item online is showing available.
Two orders this year have been cancelled.
Shocking customer service,
Why was my order csncelled and why haven’t you communicated when my refund will be sent to me%.
If I do not get a response today I will be calling my bank to get a charge back and reporting you.
23 July 2025
Unprompted review
Reply from Cocooncenter
Dear Customer,
Thank you for your feedback. We are very sorry for the frustration this situation has caused.
We have previously requested information from you in order to identify your order and assist you, but unfortunately, we have not received a response from your side. Without your order number or further details, we are unable to verify the status of your order or process any refund.
To help you promptly, we kindly ask that you provide your order number to our customer service team via email or phone. Once we have this information, we will be able to investigate the situation and assist you as quickly as possible.
We appreciate your understanding and look forward to resolving this matter.
Best regards,
Cocooncenter Team
A horrific encounter.
I bought $1,371.03 in cosmetics on this website, when entering the U.S., it is necessary to provide the product's FDA certification, but the site can not provide, resulting in the goods for a month without the ability to receive, I asked them to refund my payment, they said that the product's FDA certification is required to be provided by me, it is simply ridiculous, all the people in the future to stay away from this site, I have purchased over 10,000 dollars worth of goods from this site and this is the way I was treated, this site is about to go out of business, reference order number: CUK-23762654-COC
8 July 2025
Unprompted review
Very disappointed and frustrated
Very disappointed and frustrated! Made an order on 23 June 2025. No confirmation email or anything, but money was deducted. No shipment update! It has been 10 days now, and the order is not here! No one answered the phone, and the complaint message on their website is not working. Basically, I can't speak to a human being from Cocoon Centre. The website indicates the order is with Amazon shipping, but when will I receive it? I couldn't find their number or contact to track it, and no estimation of delivery date. I have been a customer since 2018/19, but this is the last time I ordered. Order reference# CUK-23888152-COC
Update: just got hold of Amazon Shipping, they say they did not receive the shipment from Cocoon center and that the estimated time is 9th July and then they will deliver it to me! Still, I can't contact Cocoon center they block all forms of communication. Again, do not order from this place, nothing worse than terrible customer service after taking your money
Update:
I received my order on July 3rd. Again, I did not receive a confirmation email from Cocoon centre, and I received only an email from the shipping company (Amazon shipping) on the same delivery day. Not receiving an order confirmation email and being unable to get hold of anyone from the customer service team was frightening ( I tried all means of communication). But eventually I received it, safe and sound. Not sure I will repeat this,, it was an emotional rollercoaster!
23 June 2025
Unprompted review
Reply from Cocooncenter
Dear Alassmi Zainab ,
First of all, we sincerely apologize for the frustration and inconvenience you've experienced. We understand how upsetting this situation must be, especially as a loyal customer, and we are truly sorry that you were unable to reach us through our usual channels.
After checking your order (reference #CUK-23888152-COC), we can confirm that, according to the tracking information, the parcel was marked as delivered on July 3rd at 4:46 PM.
If you have not received your order, please contact us directly by email at [your support email address], and we will immediately open a claim with the carrier to investigate and resolve the issue as quickly as possible.
We are very sorry again for the breakdown in communication and for not meeting your expectations on this occasion. Please rest assured that your feedback is taken seriously, and we are working on improving both our customer service and communication tools.
Thank you for your past trust, and we hope to have the opportunity to regain your confidence.
Best regards,
The Cocooncenter Team
WARNING
WARNING: I bought 2 Eucerin moisturizer bottles in which the ingredients are not compatible with the listed ingredients on their website. Once receiving the package and read the labels, I discovered that I'm allergic to one of ingredients which is not listed at all in product description on their website. I wanted to return for refund but they asked me to pay return postage cost. This is ridiculous! The product is not as described so they should be the one who is responsible for the return postage. Since the postage from Australia to France is expensive and is half of the product cost , what is the point for me to return to just get half of my money back?? Avoid this company at all cost. Also, I paid by PayPal and they do not protect customers rights either. So never again I ordered anything from this company!
11 March 2025
Unprompted review
Reply from Cocooncenter
Hello,
We have sent you a request a few days ago in order to get your order number and to reply to your review. However, we have never received any reply from your side.
At the present time, we cannot identify any order at your name, so could you please provide this information ?
Best regards
Cocooncenter team
I wish I read the reviews before…
I wish I read the reviews before ordering. I have placed my order on 4 June, it’s 17th today. No order received so far. Amazon tracking says that label crated we are expecting the parcel. Customer service said I will receive it by 17th. I think the parcel hasn’t been passed to Amazon at all and no one is investigating it.
Update: I have now received my parcel 18 June, all perfectly packaged. the customer service was very responsive and resolved all teething issues.
17 June 2025
Unprompted review
Reply from Cocooncenter
Dear Customer,
Thank you so much for updating your review and for your kind words.
We're truly glad to hear that your parcel arrived safely and that our customer service team was able to assist you effectively.
We appreciate your patience and understanding throughout the process, and we're happy everything was resolved to your satisfaction.
Please don’t hesitate to reach out if you need anything in the future!
Cocooncenter team
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