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WELCOME TO OUR FREQUENTLY ASKED QUESTIONS!
Do you have any questions about our products and services? The answer is probably below!
Questions and answers about the CUSTOMER ACCOUNT and PERSONAL DATA
➜ How do I create a customer account?
It couldn't be easier! Just click on this link.
You will then have the choice between 2 types of customer account: individual or professional.
By creating a customer account on the Coco Papaya online shop, you unreservedly agree to our personal data protection policy.
➜ Does the Coco Papaya shop use cookies?
Yes, our shop uses cookies in order, mainly to offer you a more efficient and pleasant shop.
Some cookies called "advertising targeting cookies" allow us to display personalised advertising on websites of our partners. You can refuse these cookies if you wish, but this will not necessarily prevent these advertisements from being displayed. Rather, it will affect their relevance to your tastes and interests.
You can consult our personal data protection policy and our policy on cookies at any time in the "information" section at the bottom of each page of the site.
➜ Is it possible to place an order without creating a customer account, or with a "guest" account?
No, our shop does not offer this option. We believe that a customer account is the safest way to keep you informed about the processing of your order..
➜ How can I subscribe to the Coco Papaya newsletter?
You can subscribe to the newsletter by accessing the form below. Simply enter your email address and click on the "subscribe" button.
We will send you a maximum of 2 newsletters per month. You'll be the first to know about private sales, and you'll be able to take advantage of numerous benefits such as promotional codes, etc.
➜ How can I change my customer account?
From the page "your account", you can make changes at any time: change of address, change of password, deletion of personal data...
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To switch from an individual account to a business account, please contact our customer service by e-mail or telephone.
➜ I've lost the password to my customer account. How can I reset it?
You were about to log in to your customer account but can't remember your password?
Click on "forgot password" (see screenshot below).
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Then, enter the e-mail address you used to create your account. You will finally receive a temporary link to reset your password.
➜ How do I delete my customer account?
Send your request to customer service by email, providing your login or order reference. We will delete your account within 3 working days.
➜ How can I delete my personal data held by Coco Papaya?
In conformity with current regulations, you may at any time request to delete your personal data or obtain information on the status of your personal data.
You can request this by contacting customer service.
Questions and answers about ORDERS
➜ Can I place an order by telephone?
Yes, this is entirely possible. All you need is the following information: reference and quantity of each item required, billing and delivery address, delivery method and payment method.
Call us on 09 83 51 40 88 (price of a local call from France) or +33 9 83 51 40 88 if you live outside France (price of a call to Europe).
You can also ask to be called free of charge by one of our advisers by giving us your telephone number on the shop's contact form, or by e-mail to contact@coco-papaya.com.
➜ How quickly will my order be processed?
Generally, we prepare your order within 24/48 hours.
➜ I received a faulty order / there was an error in my order, what should I do?
If you have received a damaged product, please notify Customer Services, who will offer you a solution tailored to your situation. If your order contains an error, you can ask for it to be changed before it is dispatched. Otherwise, you will have to exchange it.
➜ Can I cancel my order?
It is possible to cancel an order. If your order has not yet been dispatched, please contact us as soon as possible so that we can make the necessary arrangements. If your order has already been dispatched, you will need to return it to us. Contact customer service to arrange the return.
➜ Can I change my order?
Yes, you can modify your order. If it has not yet been dispatched, please contact us as soon as possible by email or telephone so that we can proceed with the modification. If your order has already been dispatched, it is no longer possible to modify it. You will need to consider a return. Please do not hesitate to contact Customer Services, who will help you with this process.
Questions and answers about PRICES and PROMOTIONS
➜ I'm thinking about placing a large order ! Can I get a discount?
Our prices are already among the lowest in Europe, but if your order exceeds €200 you can get a discount by using the following promo codes:
- the code PROMO200 gives you a €10 discount on orders over €200.
- the code PROMO300 gives you a €20 discount for orders over €300.
- the code PROMO400 gives you a €30 discount from €400 onwards.
Is your order over €400? Contact our customer service team, who will send you a personalised offer!
➜ I'm a professional, can I benefit from special pricing?
As a professional, you can benefit from special rates. For more information, please refer to the page dedicated to professional accounts.
➜ How can I use a promotional code ?
When you have finished shopping in the online shop, go to your shopping cart. On the right, below your basket total, enter your promotional code in the box provided.
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➜ My promo code doesn't work, what should I do?
"This discount voucher is not valid"... If you're facing this message, don't panic, we've probably got the solution!
Always check the validity date of the promotional code. If the date has passed, it will no longer work.
Our promotional codes are often not cumulative. If you have several promo codes, save them one by one and check whether they can be added together. If not, keep one of them for your next order.
It also often happens that a promo code does not work due to a typing error. We advise you to copy/paste (Ctrl + C and Ctrl + V) your coupons to avoid this type of problem (the capital letter "O" is often confused with the number zero "0).
If after checking all these elements your promo code still does not work, then we invite you to contact our customer service.
➜ How can I get promo codes?
You can get promo codes in several ways.
The most effective method is to subscribe to our newsletter (you can use the insert provided at the bottom of this page).
You can also leave us a review about your order, which will automatically trigger a promo code.
Finally, our loyalty program also allows you to benefit from discounts. Your loyalty points balance is accessible from your customer account.
Find all your promo codes by accessing your customer area, section "my coupons".
Questions and answers about PAYMENT
➜ How can I pay for my Coco Papaya order?
In order to satisfy as many people as possible, we offer several payment solutions:
✓ Visa, MasterCard, American Express
✓ Other European payment solutions: Bancontact, SoFort, MyBank, Giropay, EPS, iDeal, Przelewy24
✓ Paypal (with Paypal account or by credit card)
✓ Paypal PayLater from €30 (payment in installments free of charge with Mandatory Paypal account - France only)
✓ Alma (payment in installments free of charge by credit card - France only).
✓ Payment by bank transfer (in Euros only)
All these payment methods are detailed in our explanatory page on payments.
✘ Coco Papaya shop does not accept payments by check. Thank you for understanding.
➜ My online payment has failed. What to do ?
Your online payment may not be successful. Here is a list of the most common causes of payment failure:
- The 2-factor authentication failed: your bank asked you to validate the transaction on your banking app, or by sending you a confirmation code by SMS which must then be copied in the payment window. If this authentication operation is not completed successfully, the transaction is rolled back.
- Your credit card's spending limit has been exceeded.
- Your bank card is no longer valid (expired date) or it has been temporarily blocked.
- Your bank card does not authorize online payments.
First, we advise you to contact your bank to find out the cause of the problem.
If necessary, contact our customer service with, if possible, the reference of the failed transaction or order. We will do our best to help you, even if we have little information about the causes of payment failures (for confidentiality reasons).
If your order is urgent, you can try another method of payment (PayPal, bank transfer...). This very often unblocks the situation!
It is also possible to pay for your order by telephone, either directly with our customer service (French customers only), or by requesting that a payment link be sent to you by e-mail.
➜ Are there Coco Papaya gift cards?
No, there are no Coco Papaya gift cards (yet). But a multitude of objects to offer for all tastes and all budgets!
Questions and answers about DELIVERY
➜ How do I track the delivery of my order?
To follow the delivery of your order, you will receive an e-mail with its reference and the carrier's tracking link.
You can also access all the information on your orders at any time from your customer area, section "history and details of my orders".
➜ When will my order will be delivered?
To find out the delivery date of an order, go to your customer account in the "history and details of my orders" section: the tracking link for each order appears there.
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We remind you that for each order placed, we send you an email with a tracking link when the package is shipped.
Here is a small zoom on our delivery times:
- In France: 1 to 5 working days* (depending on the carrier chosen).
- Overseas: approximately 5 to 20 working days* (depending on the delivery zone).
- In Europe: between 3 and 8 working days approximately* (depending on the carrier chosen and the delivery area)
- Internationally: contact us (online ordering is currently not available for deliveries outside Europe and Overseas)
*Average times noted: most carriers do not commit to delivery times.
We are committed to dispatching your order within 1 to 2 working days from the date of confirmation of your payment. We therefore entrust your order to the carrier as quickly as possible, so that your package reaches you in a very short time!
You will find all the delivery information on each product sheet: possible delivery dates as well as carriers and prices. If this information is not available, the item is probably out of stock.
➜ What delivery modes are available?
For deliveries in Europe and internationally, we work with many partners such as DPD, TNT, UPS, and national operators (Poste Italiane, Correos, PostNL, Inpost, etc...).
For more information on prices, see our "Delivery and postage" page.
➜ I want to place an order, but in my basket, it is indicated that no carrier is available to deliver my package. Why?
If you live in Switzerland or overseas, and/or if your basket contains heavy or bulky items, our online store may not be able to offer you a direct delivery solution.
In this case, please contact our customer service who can establish an estimate on request, free of charge and without obligation on your part.
We regularly improve our delivery offer in order to be able to deliver our products to as many people as possible.
➜ I want to have my package delivered to a relay point but this option is not offered, why?
Parcel delivery is only offered in 5 countries: France, Belgium, Luxembourg, Spain and Portugal. If you do not live in one of these 5 countries, only home delivery is possible.
There is also a dimension constraint for an order to be eligible for parcel delivery. For certain large items, parcel delivery is therefore not suggested. In this case again, only home delivery is suggested.
➜ What should I do if I receive a damaged package?
2 steps are essential to be 100% covered in the event of an inconvenience.
- Check your package and its contents in the presence of the delivery person. Because by signing the carrier's delivery note, you accept the package and its contents, whatever their condition.
- Report any item received broken or damaged within 48 hours maximum so that we can open a dispute procedure with the carrier. No complaint will be taken into account after this period.
For more information, go to our page "You have received a broken or damaged product. What to do?".
➜ What if I don't receive my order?
You have not received your order while the carrier's tracking indicates the opposite?
We advise you first to ask your neighbors and, if possible, your postman or delivery person. Most of the time, packages are quickly found this way.
If, despite your research, you still cannot find your package, it will be necessary to open a dispute with the carrier.
In the event of non-receipt of a parcel deemed delivered, you must contact us as soon as possible, and in any event no later than 30 days after the date of shipment of the parcel.
➜ How to open a dispute with the carrier?
Above all, remember to notify us of any problem relating to the delivery of an order placed on our online store. We will certainly be able to help you quickly and efficiently.
However, you can, if you wish, contact the customer service of the carrier responsible for delivering your order, particularly in the event of late delivery.
To do this, take the tracking number for your package which was sent to you by email and which you can find in the "my order history" section of your customer account.
Please keep us informed of any dispute that you have opened with the services of a carrier.
Questions and answers about RETURNS
➜ How do I request a return ?
Any return request must be sent to us within 15 days of the date of receipt of your order.
Find all the useful information on our "Return request" page.
➜ Do I have to pay a fee to return items?
Yes, but Coco Papaya goes beyond its legal obligations and contributes to the return costs.
Thus, if you live in mainland France, Belgium or Luxembourg, we provide you with a transport label on request at the single price of €3. The price of the return label will be deducted from your refund.
The return label provided by us is not mandatory. If you prefer, you can return a package to us with another carrier of your choice.
Within 5 days of receipt of your return package, we will refund or exchange the returned items, according to the terms requested.
If you have paid delivery costs for an order subject to return, they will be refunded to you in proportion to the number of items returned.
➜ I would like to exchange an item from my order for another item from the Coco Papaya boutique. How to do ?
Exchanges work just like returns.
1. Return request with the reason "exchange".
2. Returning the item (label provided by Coco Papaya or other carrier)
3. Reimbursement by store credit including the delivery of the next free order.
Questions and answers regarding the PRODUCTS
➜ How to receive the lithotherapy guide for free?
Our e-book on lithotherapy is offered to you for any order of a product related to lithotherapy (a natural stone, or a stone jewel for example). To benefit from it, remember to enter the promo code GUIDE-LITHO in the "promo code" box when ordering.
The guide download link will be sent to you by email immediately after validation of your order. Remember to monitor the "Promotions", "Spam" or "junk" folders of your email if you can't find it in the inbox!
It may happen that this e-mail is blocked. In this case, please send us your request by email to contact@coco-papaya.com mentioning your order reference.
➜ How can I be sure that I'm buying real stones?
The vast majority of our stones and our stone jewelry are completely natural and authentic.
However, some stones are synthetic stones made by man (when they do not exist in their natural state). This is particularly the case of Opalite, which does not exist in nature.
Other stones sometimes undergo treatment to improve their appearance (this is the case, for example, of some of our Lapis Lazuli jewelery at low prices. They are made with grade B or C stones which are then tinted with a natural pigment of mineral origin).
Some stones can also be reconstituted (this is the case with some of our malachite jewellery) which allows them to be offered at a much lower price than the same natural stone jewellery, but with a similar appearance and quality.
Finally, some stones can also be heated because this process makes it possible to intensify their colors. This is the case, for example, of certain citrines, or variants of tiger's eye, such as blue tiger's eye or bull's eye.
Whether totally natural, heated, tinted or reconstituted, Coco Papaya hides nothing from you! To find out the exact nature of the stone you are viewing on our online store, just click on the "Characteristics" tab and read the "Type of Stone".
Do you know of another merchant who demonstrates such transparency?
Why are our stones not certified?
Because no official certification exists for gemstones. Only precious stones can, and must, be certified.
The certifications that are put forward by certain merchants are therefore, when it comes to gemstones, simple marketing arguments without official value. We have made the choice not to issue certification which ultimately does not commit anyone.
What is a quality (or grade) AAA stone?
The quality grades of the stones are as follows, from best to worst (and also from most expensive to least expensive):
- AAA
- AA
- A
- AB
- B
- C
The quality grade of a stone is estimated by the operator, ie by the person who extracted it from the ground. It has no legal value. It is based on several aesthetic criteria to give an indication of the level of quality of a stone, its beauty, compared to other stones from the same batch.
Mineralogy professionals generally recognize this scoring system as a rather reliable indicator. It is mainly used to adjust selling prices. The most beautiful stones of a lot are thus sold at a higher price than the others.
When a stone or stone jewel for sale on our online store has a known quality grade, which has been communicated to us by the supplier, we systematically indicate this in the description of the product concerned.
On the contrary, if our supplier does not communicate a quality grade, this information will not be available in the product description on our online store. This does not necessarily mean that the stones are of lower quality, but simply that the supplier does not practice such classification.
➜ How can I be sure that the item I buy was handmade by a craftsman? And does this craftsman earn a living wage for his work?
Coco Papaya does its best to develop its know-how as an importer since 2003.
A significant part of the products available on our online store are purchased directly from artisans around the world with whom we have established a virtuous partnership.
Consult our ethics charter to discover our commitments.
To find out if an item in our shop is of artisanal origin, consult its technical data sheet. If the mention "Handcrafted and Fair Trade" appears, then you can be sure that the product has been entirely handmade and that we are buying it in accordance with the rules of fair trade.
Most of the time, this information is also confirmed in the description of the article.
➜ The item I want to buy is currently out of stock. When will it be available again?
If you want to be notified when an item is back in stock, you can program an alert from the product sheet. Simply enter your email address in the box provided. A notification will then be sent to you when the product is available again.
As long as a product is visible on the online store, it is subject to restocking.
Sometimes the lead time is long, up to 1 year, especially for objects that take a long time to manufacture, such as wood carvings.
Our customer service responds by email to any request on this subject and provides an estimated arrival date.
Questions and answers concerning PROFESSIONALS
➜ Do you offer special pricing for professionals?
Yes, we do. Find all the useful information on our page "Coco Papaya for professionals".
➜ Do you offer a dropshipping service?
No, we don't offer dropshipping service.
➜ Faites-vous des partenariats avec des influenceurs ?
Yes, we work regularly with influencers to make our shop known to as many people as possible.
If you have a blog addressing the same themes as us, and if you share our values, then contact us!
Send us your proposal via our social networks @cocopapaya_shop (Instagram) et coco-papaya.com (Facebook) or by e-mail to contact@coco-papaya.com.
Questions and answers about our BRAND
➜ Do you have physical stores?
No, Coco Papaya is exclusively on the internet, we have no showroom or store open to the public.
However, you can pick up your order for free at our warehouse in Samer (62 Pas-de-Calais, France) or at our women's ready-to-wear boutique (La Boutique Joy) à Boulogne-sur-Mer (62200, France). These fast and free delivery methods are offered during the ordering process.
➜ What are your commitments?
At Coco Papaya, we try hard daily to practice ethical and fair trade by working with talented artisans from whom we buy products at the fairest price.
We make every effort to protect the environment as much as possible by favoring recycling, limiting our energy consumption, importing our goods by boat and ensuring that the wood used to manufacture our products comes from controlled forests.
To find out more about our commitments, consult our ethics charter.
Questions and answers regarding the COCO PAPAYA WEBSITE and TECHNICAL PROBLEMS
➜ I am encountering technical problems on your site. Navigation is slow or some features have disappeared, why?
The technical problems you encounter on our site may be related to several reasons.
If you have refused cookies, certain features of the site will be disabled, such as the wishlist, the choice of language or currency, for example. The online store will then be slower and less efficient.
Also remember to check the date of the last update of your web browser. If the browser is outdated, the store may not work correctly.
Are you facing payment problems? Refer to the "Payment" section.
Your promo code is not working? See the "Prices and Promotions" section.
Didn't find the answer you were looking for? Want to suggest an idea? Propose an improvement of our products or services?
The Coco Papaya team is at your service! Use the form below to send us a message and we will get back to you very quickly.