You can easily and quickly complete your shopping on the Madame Coco website by adding the desired products to your cart and then accurately filling in the requested information at the address and payment stages. Membership is not required for shopping on Madame Coco.

For information about our website or the product you wish to purchase, you can contact our Customer Service by sending an email to customerservice@madamecoco.com

We can provide shipping to the following countries with the estimated delivery times as follows:

• Germany (DPD Classic 1-2 Days)
• Netherlands, Belgium, Luxembourg (DPD Classic 2 Days)
• France (DPD Classic 2 Days)
• Austria (DPD Classic 2 Days)
• Italy (DPD Classic 1-2 Days)
• Spain, Portugal (DPD Classic 3 Days)
• Poland (DPD Classic 2 Days)
• Scandinavia (Denmark, Norway, Sweden, etc.) (DPD Classic 2 Days)
• Eastern Europe (Hungary, Czech Republic, etc.) (DPD Classic 2 Days)

You can change the address after your order has been shipped. You have the option to change the address with the tracking number through the MyDPD Portal. You can change the address to receive the order or choose a parcel shop in your area.

• Shipping is free for orders of 39.99 € and above.
• For orders below 39.99 €, a shipping fee of 4.99 € applies for Germany, 5.99 € for France, Austria, Belgium, the Netherlands, and Luxembourg, and 7.99 € for other countries.

When receiving your order, you must check if there are any issues such as tears, crushing, or wetness in the shipping package.
Additionally, we recommend ensuring that the products in your package match the products listed on the invoice.
The courier will assist you in case there are any issues with the shipping package or its contents. In such a situation, you should not accept the shipment and request the courier to prepare a report. This report will facilitate the process of refunding your payment.

If no other instructions have been received from you, your package will be delivered to your neighbor. If the neighbor does not accept the package, it will automatically be sent to the DPD Parcel Shop. DPD branches are typically located within 1-3 km of the recipient.

To find out the location of your order that has been shipped, you can check the "My Orders" section in your User Account and learn your tracking number.

Orders placed by 4:00 PM are shipped the same day. Orders placed after 4:00 PM are shipped the next day. There is no delivery on Saturdays and Sundays. Our shifts are scheduled from Monday to Friday. During peak seasons, we may extend operations throughout the weekend depending on your requirements and volume.

Products added to your cart are not reserved. They can remain in your cart as long as they are available for sale.

You can check your orders from the "My Orders" section in the "User Account" area.

All product prices on Madame Coco include VAT.

You can easily and quickly complete your shopping on the Madame Coco website by adding the desired products to your cart and then accurately filling in the requested information at the address and payment stages.

There is no option to exchange products for orders placed through the Madame Coco online store. However, you may return the product(s) you purchased from our online store and place a new order.

You can request order cancellation by checking the order tracking screen and contacting our Customer Service at customerservice@madamecoco.com before your product is shipped and the invoice is issued. For detailed information, please review our Cancellation and Return Policy.

If you are not satisfied with the products you purchased, you can return them within 14 days from the date of receipt, provided they are unused and in their original packaging, along with the invoice, at no cost. Log in to the Madame Coco website, create a return request, and take the product to a DPD store with the label obtained from the site. Returns of cosmetics and personal care products that have been opened, tested, used, or rendered unsellable are not accepted. For more detailed information, please click here.

If the product meets the return criteria, the return shipping cost will be covered by us.

• You can return products within 14 days after they are delivered to your address.
• Products must be returned in their original packaging and in the condition they were received.
• After logging into the Madame Coco website and creating a return request, you can obtain your return label from the site.
• You can send your return via our partner, DPD. Your return number will be different but related to your order number.
• If a return is made and approved by Madame Coco, the approved return request on the site will automatically be transferred to the Madame Coco/Advanced warehouse portal.
• Return Address: Madame Coco - Advanced Intelligent Supply Chain Group - Herrenpfad-Süd 40 - 41334 Nettetal – Germany

The return period for products you wish to return, which must be resalable, is 14 days from the date of delivery.

• Products that come into contact with the body during use (e.g., underwear, earphones, jewelry), cosmetic products, and electronic personal care products cannot be returned for hygienic reasons.
• Products damaged due to user error (e.g., dropping, impact) cannot be returned.

After the returned products reach the Madame Coco/Advanced warehouse, their compliance with the return conditions will be checked. Once the products are verified to meet the return conditions and are unused and resalable, the refund will be processed to your credit card within an average of 5-10 days. The duration of the refund process may vary depending on the banks. For any questions regarding returns, you can contact us by emailing customerservice@madamecoco.com.

For damaged products, please contact us by emailing customerservice@madamecoco.com

Your credit card may not be approved for various reasons during your order. Some of these reasons include:

• Incorrect card number entry,
• Incorrect or expired card expiration date,
• If the card you are using is a supplementary card, it may have been canceled by the primary cardholder,
• Temporary connection issues during the approval process,
• Attempting to reuse a card that was reported lost,
• Using an ATM card instead of a credit card.

If you encounter issues beyond these reasons, you can contact us or your bank for assistance with credit card approval problems. You can reach us by emailing customerservice@madamecoco.com

• Card Payments: Global and local card systems.
• Wallets: Various digital wallet payment methods such as Stripe, Alipay, Amazon Pay, Apple Pay, Google Pay, and WeChat Pay are supported.
• Bank Payments: We enable you to accept automatic payments for subscriptions or recurring fees.
• Bank Redirects: You can use payment methods such as Bancontact, Giropay, iDEAL, and Przelewy24 that allow payments using online banking credentials.
• Buy Now, Pay Later: We offer flexible payment options such as Affirm, Afterpay, Clearpay, Klarna, and Zip that allow our customers to purchase and pay later.
• Cash-Based Coupons: We enable our customers to pay their bills and online purchases using cash-based coupons.

Currently, it is not possible to place orders with the payment on delivery method.

During the payment process, Stripe verifies that the provided card information is correctly formatted and performs additional security verification steps based on the card network and country location. Stripe also manages appropriate payment method refunds and provides protection against fraud and disputes through features like Stripe Radar and Dynamic 3D Secure.

Currently, wire transfer and EFT systems are not available on Madame Coco.

Click the 'Sign Up' button located at the top right of the Madame Coco homepage. Fill in the necessary information accurately and completely in the 'Quick Sign Up' form that you will see, then click the "Save" button. Your membership will be activated after you verify your account with the confirmation code sent to your email address or phone.

The information provided in the membership registration form must be accurate. It is not possible to create another membership with an email address that has previously been registered with Madame Coco. The password you choose should contain numbers, uppercase letters, lowercase letters, and be at least 6 characters long.

A verification email is sent to the email address you provided during registration. Your account will be verified and activated when you click the link in the email. If you cannot find the confirmation email, your email provider may have sent it to the 'junk', 'bulk', or 'spam' folders. For detailed information and assistance, you can contact our Customer Service at customerservice@madamecoco.com

You can update your membership information by entering the 'Profile' section under the 'My Account' heading.

You can update your address information and add different addresses by entering the 'Address Book' section under the 'My Account' heading.

You can change your billing information during the order completion process. If an invoice has not been issued for the order, you can update your information from your Member Panel or contact our Customer Service at customerservice@madamecoco.com

Click the 'Forgot My Password' section on the member login page, then enter your registered email address in the relevant field to receive a 'Password Reset Link'. You can update your password via the link sent to your email address.

Madame Coco uses SSL (Secure Sockets Layer) server protocols, which are widely preferred worldwide. This security system is the most effective method of protecting data stored on the internet. SSL encryption technology forms a robust security firewall for storing credit card transactions and personal information. The foundation of this security firewall is 256-bit encryption technology. This system encrypts credit card data, preventing any security breaches or data theft during the information flow.

To cancel your membership, you can contact our Customer Service by emailing customerservice@madamecoco.com and submit your request.