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The koala arrived in a package without a box, without a receipt, and in a few days stopped working!! I tried AC to contact them and the answer is we will check on it . Actually the Ilya re ignoring me. Terrible experience
I ordered a cuddle bear from Cocoluna and paid €31 via cash on delivery. The product arrived in a plain plastic bag, with no packaging, no receipt, and no return form, and was faulty from the start.
I contacted customer support immediately, followed all their troubleshooting steps, and when the product still didn’t work, I asked for a refund. I had to ask multiple times, but my refund requests were repeatedly ignored or deflected.
Eventually, they told me I could only get a refund after sending the item back to Slovakia at my own expense — even though EU law requires sellers to cover return costs for faulty products. After insisting they process the refund first (which is a completely reasonable request), I was met with a generic “we apologize for the inconvenience” and no resolution.
I've now filed a formal complaint with the European Consumer Centre (ECC-Net).
Cocoluna’s practices feel deceptive and untrustworthy. I do not recommend purchasing from this site.
I placed an order and I want to return the product and they did not respond. I have sent an email no feedback.
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