ORDER
How do I pay for my order?
To pay for your order, we accept the following payment methods:
- Paypal
- Bank card: Visa, Mastercard
Meubles Cosy places great importance on the security of your personal information. Your payment information will be automatically encrypted and securely transmitted to your bank for verification and authorization. For security reasons, we do not store your bank details, so you will need to provide them for any new order.
I placed an order on your site but I did not receive a confirmation email. Where is my order?
For each order placed, a confirmation email is automatically sent after validation of the order to the email address you provided when creating your account. Feel free to check your spam and if, however, you still cannot find your confirmation email, you can send us a message to the following address: contact@meubles-cosy.com
If your credit card payment has been declined, you can perform the following checks:
Log in to your account to verify your credit card, Apple Pay or PayPal account details. Make sure the information provided is correct (expiration date, billing address matches your bank statement, etc.)
Make sure you enter the correct security code. This is the three-digit number on the back of your card
Your card issuer may have declined the payment. Check with your bank, Apple Pay, or PayPal
If you have followed all the steps above and nothing changes, then try using another payment method.
I entered the wrong address in my order. How do I change it?
If you have spotted an error in your order information, whether in your address or any other information, you can send an email to contact@meubles-cosy.com afin to find a solution together.
Please double check your information when you place the order or when you receive the confirmation email because once the shipping time has passed (less than 5 working days), we can no longer modify your delivery address.
How do I cancel my order?
In case your order has not yet been sent, you can send us a message to the following address: contact@meubles-cosy.com pour let us know your decision and see together if cancellation is still possible.
If you wish to cancel your order but your package has already been processed and sent by the Meubles Cosy team, you will have to wait to receive this package and then make a return request by contacting us by email: contact@meubles-cosy.com
My order has not been sent yet. Is this normal?
We use a large network of carriers to deliver to you in the best possible conditions. We choose carriers based on the size and weight of your package in order to deliver your order as quickly as possible. For each order, it takes about ten days from the date of purchase until receipt of your package:
5 days for order processing and shipping
5 days for receipt of the order from the carrier and its delivery. Additional time is required for bulky products such as beds and sofas: approximately twenty days from the date of purchase until receipt of your package.Due to the current situation related to Covid 19, however, delivery times may be extended for certain packages. We apologize for this.
My package arrived damaged, what should I do?
If at the time of delivery, you notice that the original packaging is damaged, torn, open, then you must check the condition of the items. If they have been damaged, the buyer must refuse the package and note a reservation on the delivery slip (package refused because open or damaged). You must indicate on the delivery slip any anomaly concerning the delivery (damage, product missing compared to the delivery note, damaged package, broken products, etc.) accompanied by your signature. Also send an email to the following address: contact@meubles-cosy.com afin to notify us of the problem encountered.
I haven't received a tracking number yet. Is this normal?
For each order, it takes about ten days from the date of purchase until you receive your package:
5 days for order processing and shipping
5 days for receipt of the order from the carrier and its delivery. You will receive an email notification for the tracking number once the order is sent. If you notice that the 5-day deadline has passed, send us an email to: contact@meubles-cosy.com.
We use a large network of carriers to deliver to you in the best possible conditions. We choose carriers based on the size and weight of your package in order to deliver your order as quickly as possible. For each order, it takes about ten days from the date of purchase until receipt of your package:
5 days for order processing and shipping
5 days for receipt of the order from the carrier and its delivery. Additional time is required for bulky products such as beds and sofas: approximately twenty days from the date of purchase until receipt of your package. However, due to the current situation related to Covid 19, delivery times may be extended for certain packages. We apologize for this.
Which countries do you ship to?
We mainly deliver to France with free delivery.
We also ship to several European countries with delivery for an additional fee. Here is the list of European countries in question:
Germany
Belgium
The Netherlands
Luxembourg
Italy
Austria
Denmark
Spain
Poland
Czech Republic
Hungary
Slovenia
Slovakia
PRODUCT INFORMATION
What's inside the package?
Inside your package, you will find your selected products as well as their user and assembly manual. There will also be tools to assemble your product: Allen key mainly.
Do you charge additional taxes?
20% VAT is already included in the product price. For any further questions please contact us by email: contact@meubles-cosy.com
Is there a warranty?
Yes, each product is guaranteed for 2 years. For more information, please click on this link: warranty policy.
RETURNS AND EXCHANGES
I wish to return a product.How to do it?
If the product(s) need to be returned, they must be the subject of a return request by email to the seller within 14 days of delivery. Any claim made outside of this period will not be accepted. The return of the product can only be accepted for products in their original condition (packaging, accessories, instructions, etc.). Damaged, soiled or incomplete products will not be accepted.
My product is damaged. What should I do?
If at the time of delivery, you notice that the original packaging is damaged, torn, open, then you must check the condition of the items. If they have been damaged, the buyer must refuse the package and note a reservation on the delivery slip (package refused because open or damaged). You must indicate on the delivery slip any anomaly concerning the delivery (damage, product missing compared to the delivery note, damaged package, broken products, etc.) accompanied by your signature. Also send an email to the following address: contact@meubles-cosy.com afin to notify us of the problem encountered.
MY ACCOUNT
Is your website secure?
Our website contains security measures designed to protect against the loss, misuse and alteration of the information we hold. All orders are transmitted over secure internet connections using Secure Sockets Layer (SSL) encryption technology. All your personal information, including your banking information and login password, is permanently stored in an encrypted format.
I created an account but forgot my password. How can I recover my password or create a new account?
When you are on the login page of the site, you simply have to click on 'forgotten password' and an email will be automatically sent to you to define a new password. Do not hesitate to check your spam if you do not see this email.
CONTACT
I have a question and I can't find the answer in the FAQ?
Contact us via the site form or directly by email at the following address: contact@meubles-cosy.com.