FAQ | Maison de Cocon
Frequently Asked Questions
Our FAQ page gives you fast, clear answers to the most important questions about Maison de Cocon — from ordering and payment to shipping and our store. Each category offers clear guidance so you always have the information you need.
How long does delivery take?
Delivery for items currently in stock typically takes 7–14 business days.
Once your order is placed, you will receive a tracking number via email as soon as your shipment is processed so you can follow its progress.
Which countries do you deliver to?
We currently deliver to Germany, Austria, Belgium, France, and Luxembourg.
If you would like to ship to another EU country not listed, please contact us directly and our customer service team will be happy to assist you with a custom shipping option.
How much does shipping cost?
Shipping costs vary by product, weight, and destination country, and are shown transparently before you complete your order.
Why might my order arrive in separate deliveries?
If your order includes items from different manufacturers, partial deliveries may occur. This is normal and comes at no extra cost to you.
How are large items like beds and mattresses delivered?
Bulky items are typically delivered by freight carrier. The carrier will contact you in advance to arrange a delivery time.
Can I track my order?
Once your order ships, you’ll receive a shipping confirmation with tracking information, where offered by the relevant carrier.
Can I change my delivery address after ordering?
Please contact us as soon as possible by email or live chat. As long as the item hasn’t shipped yet, we can usually update the address.
Do you deliver to a specific floor, or take away an old mattress?
Standard delivery is to the curb/front door; a premium delivery service with room-of-choice placement and old mattress removal is not currently available.
How do I return an item?
Please contact us before sending anything back, by email or live chat. Since part of our range ships directly from our manufacturers, we’ll provide the correct return address for your specific order.
Can I return pillows, duvets, or mattress protectors?
Yes, as long as the hygiene seal is intact. Once the seal has been removed, the right of withdrawal is legally excluded for hygiene reasons — please inspect the packaging carefully before opening it.
How long do I have to return an item?
You have 14 days from receiving the goods to withdraw, without giving a reason.
Who pays for return shipping?
Return costs are fully covered by the customer. This applies to standard parcel shipments as well as larger items requiring freight or collection services, such as mattresses or beds.
Can I try the bedding before deciding?
Yes, you may inspect and handle items to evaluate their quality and fit as you would in a physical retail shop.
While you retain your statutory right to return the item within 14 days, please note that using the product beyond a standard inspection—such as washing it, removing tags, or heavy usage—may result in a deduction for loss of value from your refund.
How and when will I get my refund?
Once we receive your withdrawal, we refund the purchase price plus standard delivery costs within 14 days, or sooner once we receive the goods back. The refund is issued to the same payment method used for the order.
Can I exchange an item instead of returning it?
Please contact us by email or live chat — we’ll check whether an exchange is possible instead of a refund, on a case-by-case basis.
How do I use the “Withdraw from Contract” online function?
The “Withdraw from Contract” button on our website lets you submit your withdrawal directly online in a few steps. You’ll receive a confirmation by email afterwards.
Can I return made-to-order items?
No. Goods manufactured to your individual specifications (e.g. configured beds) are not covered by the statutory right of withdrawal.
Which payment methods do you accept?
We accept PayPal (including PayPal Express), major credit cards (Visa and Mastercard), Klarna, and bank transfer (payment in advance). Additional options like easyCredit will become available soon.
How does the 50% deposit work?
For made-to-order items or items shipped by freight carrier (e.g. beds, mattresses), a 50% deposit may be due at the time of order with certain payment methods. The remaining balance is due shortly before delivery or upon handover to the carrier.
When will my card or PayPal account be charged?
For credit card and PayPal, the charge (or deposit) is processed immediately upon completing your order. For bank transfer, your order is confirmed once payment is received.
Is it safe to pay online with you?
Yes. All payments are processed through encrypted, PCI-compliant connections via our certified payment partners. We never store your full card details on our own servers.
Can I pay in installments?
Installment payment via Klarna is available now at checkout. Installment payment via PayPal and easyCredit is in preparation and will be available at checkout shortly.
What currency will I be charged in?
All prices and charges are processed in Euro (EUR).
Can I get an invoice for my order?
Yes, you’ll automatically receive an invoice by email. For business (B2B) orders, please contact us for individual terms.
Are your products suitable for allergy sufferers?
This depends on the specific material and product. Where applicable, allergy-suitability information is shown on the relevant product page.
What does “hygienically sealed” mean for your products?
Certain items such as pillows, duvets, and mattress protectors are delivered in sealed packaging for hygiene reasons. This seal should not be removed before you’ve decided to keep the item, as doing so excludes the right of withdrawal.
How do I find the right size?
Our product pages include size tables with standard German dimensions (including 135×200 cm, 155×220 cm, 80×80 cm). If you’re unsure which size fits, we’re happy to help by email or live chat.
Do the products look exactly like the photos?
We do our best to represent colours and textures as accurately as possible. Since screen settings vary, slight differences in colour rendering may occur.
How do I wash bed linen — and at what temperature?
Please always check the care label on the product for specific washing instructions. Most bed linen can be washed at up to 60°C, which reliably kills dust mites.
How do I wash a duvet or pillow?
Duvets and pillows should be washed separately from other laundry, as they take up a lot of drum space. For down fillings, a dedicated down detergent without fabric softener is recommended. Always check the care label first.
How often should I replace pillows and duvets?
We recommend replacing them every 2–3 years for optimal comfort and hygiene.
How do I care for my mattress?
We recommend airing your mattress regularly and using a washable mattress protector, which also helps guard against moisture and dust mites.
How do I store seasonal bedding?
Store duvets and pillows fully dry and in breathable packaging, ideally a fabric bag rather than plastic, to prevent mould.
My new duvet has a slight smell — is that normal?
Yes, this can happen with new, packaged textiles. Air the duvet outdoors for a few hours before first use; the smell typically fades quickly.
What do I do if an item arrives damaged?
Please contact us right away by email or live chat with photos of the damage. We’ll arrange a quick resolution with the relevant manufacturer.
What happens if a defect appears after a few months of use?
Get in touch via info@maisondecocon.com with a description of the issue — we'll review your case and coordinate next steps.
Do I contact you or the manufacturer directly?
Always contact us first. We coordinate everything, even for items shipped directly by a manufacturer.
Who is Maison de Cocon?
Maison de Cocon is a Berlin-based company for premium bedding and home textiles — from duvets and pillows to mattresses and beds, bed linen, throws, and towels. Our promise: “Premium Schlafkultur” — sleep culture that brings together material quality, calm, and timeless design.
How do I reach customer service?
The fastest way is live chat on our website (Mon–Fri, 10:00–17:00 CET) or by email at info@maisondecocon.com.
Do you have a showroom?
We’re currently online-only.
Do you offer B2B or bulk orders?
Yes, for business customers and larger order volumes, please contact us directly to discuss individual terms.