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Frequently Asked Questions

We are happy to answer your questions – Cocosie strollers

Do you have a question about your new stroller? We may have the answer already prepared for you.

Do you have an urgent question that you cannot wait for an answer to? Look for your question here and find the answer you are looking for.

Questions and answers

  • The stroller
  • The accessories
  • Ordering
  • Payment
  • Delivery
  • Returns
  • Support

The stroller and the accessories

Can I use the bassinet in the car?

In some countries, it is customary to use a bassinet in the car. The bassinet from Cocosie is not meant for this. Only use the bassinet in combination with the stroller; only use the car seat in the car. This car seat has been developed especially to transport your child comfortably and safely. How exactly do you do that? You can read this in the user manual.

Can I wash the materials of my Cocosie stroller and accessories?

The materials we have used in our Cocosie stroller can be placed in the washing machine as long as you use the right products and settings. Always check the garment care label for detailed washing instructions.

Can I have my Cocosie stroller and accessories repaired?

Has something broken during use, or have you noticed certain issues while you are using the stroller? Please don’t hesitate to contact us via contact page.

How do I clean my Cocosie stroller and accessories?

Clean your stroller and accessories regularly to ensure the lifespan. You can do this using a soft cloth and lukewarm water. Use a soft cleaning product that is safe for your child. Dry everything thoroughly.

Have you just enjoyed a brisk walk? Be sure to remove dirt and other debris as soon as possible after use. Pay extra attention to the mechanisms and sliding tubes of the frame. Use a soft brush for this.

You can also use a suitable lubricant to properly maintain the brake system. This will prevent your stroller from squeaking, and ensure smooth movements.

 

Order

How/where can I see the status of my order?

Have you placed an order? You will receive an order confirmation email within 30 minutes. This will contain all the information you need to follow-up on your order. You will also receive a confirmation email once your order has been processed and shipped.

I have not received confirmation of my order.

Have you waited longer than 30 minutes for your confirmation email? Check the folder containing unwanted emails and spam. Under certain circumstances, it is possible our messages will find their way into that folder. Is the email not there? Please contact us. We will send you a new confirmation email as soon as possible.

Can I cancel my order?

Have you placed your order, and has the payment already been processed? Then you can no longer cancel your order via our webshop. You can choose to return the product. The purchase price will be returned to you in full.

Of course, there are a few terms and conditions attached:

  • You can return your order within 30 days of the original date of purchase
  • Your order may not have been used
  • Your order must be returned in the condition in which you received it. Preferably in the original packaging.

The product I wish to order is not available or not in stock.

It’s always a shame when our products are temporarily sold out. If you can still find the product on the website, and it states that the product is not in stock, the stock will be replenished later.

I received the wrong product/a product is missing. What should I do?

Have you received your order? Check whether everything is present and intact immediately after delivery. Is this not the case? Please contact us, within 48 hours. All packages are checked for weight deviations. We will immediately check what we can do for you.

What is your privacy policy in the context of placing orders?

Cocosie respects your privacy. We shall be very careful with your personal data. We do this in a trustworthy, safe way and with integrity. Would you like to know more? Read our privacy policy.

 

Paying

I have not received an invoice. What should I do?

As soon as your order leaves our warehouse, we will send you a digital invoice. This is done along with confirmation of shipment. If you have not yet received either of the two emails, your order has probably not yet left our warehouse. Have you received a shipment confirmation, but no digital invoice? Contact us so we can help you further.

My invoice is incorrect. What should I do?

Have you received your digital invoice, but there is something wrong? Then it is likely your order will be incorrect. Check all previous communication with Cocosie, and contact us. We may still have time to amend your order so you can receive the correct products and the correct invoice.

Will my credit card be debited if my order has been delayed?

We only debit your credit card when your order has been shipped.

What are the terms and conditions of payment for bank transfers?

If you have chosen to pay by bank transfer, you have to pay for the order within 14 working days. If the order has not been paid within that period, your order will be cancelled automatically.

Why has my credit card been declined?

Has your credit card been rejected? There may be several reasons for this. You can read a few possible reasons below:

  • Your credit card has expired, or the limit has been reached
  • A credit card machine at our location or at the bank has found an error.
  • Your billing data does not match the associated billing information registered with your bank or credit card company.
  • Your bank or credit card company has imposed a restriction on spending that exceeds a certain limit.

Are you experiencing problems? Please contact us. Enter the numbers of any error messages you received, as well as the order number in your shopping cart. We will see what we can do for you.

I want to change my billing address to receive tax back. Can it be amended?

Unfortunately, we cannot amend the billing address used when placing the order. You can only add a billing address from the same country as the delivery address.

 

Sending and Delivery

Can I have my order delivered to a different address?

You can have your order delivered to an address other than your billing address – to your work or home address, for example. However, both addresses must be in the same country. You can also specify another contact person as the recipient of the package.

Has my order shipped?

Orders received before 10:00 am are usually sent on the same day. Other orders are usually shipped within one business day.

You will receive a confirmation email after your order has been shipped. Has it been a few days and you have not received an order confirmation? Please don’t hesitate to contact us.

How long does it take before I receive my order?

We will send your order within one working day after receipt of your order if your payment was approved and if all the products in your order are in stock. Orders received before 10:00 am are usually sent on the same day.

You will receive a confirmation of the shipment as soon as the order has been shipped from our warehouse. Delivery times vary per country. Note: we do not deliver on Saturdays, Sundays and public holidays. In that case, you will have to wait a little longer for your order to be delivered.

Can I exchange my product?

Unfortunately, you cannot simply exchange your product. If you wish to return a product and order a new one, it is best to follow the procedure for returning products. You then simply order the replacement product by placing a new order online.

In which countries does Cocosie deliver?

Cocosie is currently only available in European countries. We only deliver in Europe. If you are not located in Europe, and you wish to place an order, please contact us via info@cocosie.com. We will then provide you with assistance.

 

Returns

How do I return items?

Do you wish to return an ordered product? Contact us and let us know which products you wish to return. When you’ve done this, you can go to this return page to schedule your return. Fill in you tracking number to return your products. 

What is the return policy of Cocosie?

Are you not 100% satisfied with your purchase? You can return your order. Of course, there are a few terms and conditions attached:

  • You can return your order within 30 days of the original date of purchase

  • The products must be new and unused, and must not be personalised or modified.

  • Your order must be returned in the condition in which you received it. Preferably in the original packaging.

  • Before you can return a product, you must first contact us, show proof of purchase, or provide the confirmation number of your order.

How and when do I get my money back?

When you get your purchase price back depends on the payment method you used when you made the purchase. Did you pay with a credit card or via PayPal? The money is usually returned to the account you originally used for the payment within 5 to 7 working days.

 

Support

How long is my warranty valid, and what does it cover exactly?

Cocosie guarantees all customers that the product is free from defects in materials and workmanship, and guarantees normal operation under normal conditions in accordance with the user manual and technical specifications. This warranty is valid for a period of 24 months from the original date of purchase.

What can I do if there is something wrong with my Cocosie product, but the warranty has expired?

In that case, it is best to contact us. We have a list of separately available spare and replacement parts. In each individual case, we try to help you out.

 

Would you like more information? No problem! Ask one of our employees a question directly.

Contact us

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