Cocooncenter Reviews 

I have ordered from CocoonCenter for years without any issue, and that’s exactly the problem: everything works as long as they simply take your money and ship a box. The moment something goes wrong, the customer service becomes useless.

They sent me a €30 product already opened and half‑used. Instead of actually reading the complaint, they repeated that the inner box was “clean”, so the issue didn’t happen during shipping — which I obviously already knew. Their final solution was a €5 credit “for a future purchase” because they consider the product “perfectly fine to use”.

Prices are good, but customer service that doesn’t even read the issue is not.

I placed my first order with Cocooncerter in couple weeks ago. I have sent four emails/messages to the customer service for some request but have not received any response. What's going on outhere???

Unfortunately after a month and several emails to customer service and a phonically to a non-functioning phone number I have still not received the £300 worth of goods I ordered. I should have gone to France myself, it would've been cheaper and more successful. What a shame.

I have been a loyal customer of cocoon centre for 3 yrs as I bulk order once every year to the UK. I have had no problems until this year where my order has not arrived and there is no tracking information and no response from the customer service both via emails and the phone. This is not good.
COCOON CENTRE, PLEASE WHERE IS MY ORDER? CUK-25664785-COC
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Updated review, after a lot of chasing wit emails, Coocoon centre finally tells me that my order was stolen by the courier company and I was given a refund back.

I am deeply disappointed and frustrated with my very first experience with this company. I placed an order (Order Reference: CUK-25617037-COC), and not only has it not arrived, but the customer service has been a complete disaster.
I have sent multiple follow-up emails, including a direct inquiry on Sunday, after being promised an update. Instead of receiving answers, I am being completely ignored. They took my money immediately, but when it comes to shipping the items or communicating with the customer, they disappear.
This level of neglect is entirely unacceptable. If you value your money and your peace of mind, do not buy from them. I have already contacted my credit card company to initiate a chargeback for non-delivery of goods. Absolute worst service ever.

I have ordered a parcel from cocooncenter, 3SBPB0011054301. Between them and DHL, they both point to the other - DHL asks me to contact cocooncenter so they start an investigation into where the package is, and instead of doing that, cocooncentre seems to ignore that and provide false feedback here on trustpilot that everything is ok and I need to collect the package. How can the company be so dishonest? Instead of false feedback here, should they focus on solving the problem for the customer?

Poor service, time delivery insane, products arrived damages, customer service useless, no refund. It is a scam!!

Response to the Cocoon Center below :
I had to contact you several times regarding my order, which was not arriving (after a month of the date of the order). I received no response to my repeated inquiries until I threatened to seek a refund. Would you like to publish the emails that went unanswered to prove that?

Hope other genuine negative reviews will likely appear because of your service, for people awareness.

The products being sold are not the original products.

Rubbish! Ordered and paid extra for a fast delivery but a week later not arrived and no response at all to messages . Asked for a refund and no response. I definately wouldn’t recommend.

June 23 update: the answer you provided is not correct. I received only one reply from your customer service, with the standard invoice (as I wrote in my review). All subsequent emails were ignored (where I repeated my request and even provided example of what exactly do I need).
I understand you submit all the documents to the carrier, but nevertheless the asked me for those invoices. I can provide you with screenshots of their requests. If you submitted them to carrier, what stopped you from sending me a copy?
The parcel was released indeed, after I emailed Aramex and asked to return the package to sender due to his (yours) inability to provide this commercial invoice (still don't know why they released it).
If you paid attention, I wrote here only about documentation issue that you failed to provide. I didn't say anything about delayed delivery - you are correct, it's not in your hands. But commercial invoice with HS codes and Incoterm is something that you could - and decided not to - help me with.

Order CUK-25542996-COC encountered issues. My parcel is held by customs in Dubai because sender failed to provide a proper customs invoice, with HS codes and Incoterm. Shipping company Aramex reached out to me asking for this invoice, I reached out to Cocooncenter customer service. First they sent me a usual invoice, that I can download myself from My account. It’s not helping. After I asked for different kind of invoice-they simply ignored request.
One thing I can say with this company-it’s good while there’s no problems, but as soon as you face any issue-there’s radio silence from their end. The phone number on website is never responding, and emails are left unanswered. You’re on your own.
They will reply immediately though if an official complaint is submitted to regulatory authorities, like anti fraud platform Signal Conso.
Well, with this attitude you with just receive an avalanche of complains. Poor customer service doesn’t leave any other choice to reach resolution. Shrug.

In June 2026 I bought Isdin sun cream and arrived the batch produced in March 2024 for Barcelona America's Cup, I'm quite disappointed.

Extremely poor service. My order was supposed to be shipped at the end of May 2026 with delivery within one week. According to the tracking of DHL, the shipment was registered but never actually sent. I have requested an update every single day, yet I receive no concrete answers.
I have also asked to cancel the order and refund my money, but no respond to this either.
This is pure FRAUD — do NOT order here!
PS. Cocoon, this concerns order: CNL‑25487596‑COC

Update: After one month of waiting, I finally received my refund. However, the process was very frustrating. My order never arrived, and throughout the whole situation I was repeatedly asked to be patient, without receiving clear information about what had happened or when the issue would be resolved. I appreciate that the money was eventually returned, but the customer service experience was disappointing and could have been much more transparent and proactive.

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I placed my order almost four weeks ago, but the tracking number still doesn’t exist. Customer service says “be patient”, yet they are unable to provide any update on the status of my order.
My advice: don’t buy from this company.
I just hope I can get my money back, as the amount was far from insignificant. I’ve learned my lesson: sometimes you think you’re saving €10, but in reality, you end up losing €100.

I ordered a few mascaras from Cocooncenter. The parcel was never delivered.

When I contacted them, instead of apologising or simply resending the goods, they asked me to provide a copy of my ID and a sworn statement so that they could open a dispute with the delivery company — and only after that would they “decide how to proceed”.

This is completely out of order.

I asked for proof of delivery because my building is gated and a courier has to be buzzed in. The “proof” they provided was just a delivery record with no actual signature, no photo, no GPS evidence, no recipient name, and a note stating it was signed for by a “family member” (with no name). No family member received anything.

It has now been nearly two months. They have not refunded me. They have not resent the goods. They appear to have no intention of resolving it.

It is my understanding, that under consumer law, the risk remains with the seller until the goods are received by the customer. Cocooncenter chose the courier, they control that contractual relationship, and they are the ones who should insure or price in the risk of lost parcels. That risk should not be pushed onto individual customers.

To date: no goods, no refund, no commitment to resend the order — only repeated requests that I provide documents to assist them with their dispute against their chosen courier.

I do not recommend this company to anyone.

I am extremely disappointed with this company.
My order has not been delivered, even though the promised delivery date has long passed. The tracking shows that the package hasn’t even been handed over to DHL yet.
I have tried multiple ways to contact customer service:
- The complaint form on the website is not answered
- My emails to customer service are ignored
- When calling, the phone connection gets cut off
This level of service is unacceptable. There is no communication, no update, and no solution offered.
I would strongly advise others to think twice before ordering from this company.
Update: I have now finally received a response from customer service stating that they are starting an investigation with the carrier. While this is a step in the right direction, it comes far too late and only after multiple failed attempts to get in touch.

Misleading shipping practice – Aramex changed to FedEx without notice

During checkout, I explicitly selected and paid for "Aramex – Chronopost" as my shipping method. No mention of FedEx appeared before payment.

After the order was shipped, the carrier was changed to "FedEx – Chronopost" without prior notice or my consent. This resulted in unexpected administrative and customs-related fees upon delivery in Saudi Arabia.

When I contacted customer service, they acknowledged that my checkout screenshot only showed "Aramex – Chronopost" and asked me to wait 48 hours while they investigated the matter. After that, no meaningful resolution was provided.

My concern is not the carrier itself, but the fact that the shipping method presented during checkout differed from the one ultimately used for delivery, resulting in additional costs that were not disclosed beforehand.

I have escalated the matter to SignalConso and remain awaiting a resolution.

Potential customers should carefully review all shipping details and be aware that the final carrier handling delivery may differ from the option displayed during checkout.

Bought a Biotherm cream since it was sold out on Biotherm. When I got the product and scanned the "scan" box nothing comes up - when I scan the same code on creams I have bought directly from Biotherm the information about the products comes up but not with this one - think they might be selling fake cream I was also hit with a $21.20 charge from Fed Ex for the toll charge! Will never buy from again.

I bought "isipharma teen derm gel" from cocooncenter because it's cheap. Everything done but now i get import charge fee from FedEx. First time when i see it from message and email, i think it scam but now i get an email letter. They just show the price, not other fee, so that's why u think it's cheap. But not, they wait like almost 1 year and then i have to pay it now. I bought it on 12/18/2025 and i get letter on 04/05/2026. Yes, after get it i review this web right now. Thanks

I ordered brown shoes n I got charged twice n didnt get an email

No refund, no product, no customer help.

I order in September of 2025 around 200$ I got stolen!!

Order CUK-24230447-COC

Terrible experience, beware! I ordered 3 eye serum as per my invoice in addition to an eye cream. They sent me 4 eye cream, NO serum and refused to acknowledge their mistake and sen the correct product! They added an eye cream pic on their sight under the heading and description of the eye serum, clearly false and deceptive advertising sales practices! I believe they were overstocked in the cream and ran out of the serum so this was their dishonest sales strategy to get rid of overstock! I will be ordering directly from the manufacturer in future NOT Cocooncenter...buyer beware!