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Welcome to our Frequently Asked Questions!
Do you have questions about our products and services?
The answer is probably below!
>> What is the delivery time of an order?
- In France: 1 to 5 working days (depending on the carrier chosen).
- Overseas: 5 to 15 working days (depending on the delivery area).
- In Europe: between 3 and 8 working days (depending on the carrier chosen and the delivery area).
- Internationally: consult us
We undertake to ship 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 item sheet: the possible delivery dates as well as the carriers and the rates. If this information is not available, it is probably because the item is out of stock ;-)
>> What delivery methods are available?
We work with many carriers to guarantee you the best delivery time at the best price:
- La Poste Lettre Suivi : delivery in mailbox of small deliverable objects in envelope.
- La Poste Registered Letter: delivery in mailbox of small deliverable objects in envelope, with delivery against signature.
- Colissimo: for small parcels at home, at the office, or at the pick-up point.
- Chronopost: express delivery at home or to the office.
- Chronopost Relais: express delivery at the pick-up point.
- GLS: for large packages, at home or in the office.
For deliveries in Europe and abroad, we work with many partners such as Fedex, UPS, and national operators (Poste Italiane, Correos, PostNL, etc...).
For more information on prices, see our"Delivery and shipping costs"page.
>> I want to have my package delivered to the pick-up point but this option is not offered. What for?
Parcel relay delivery is only offered in 3 countries: France, Belgium and Luxembourg. If you do not reside in one of these 3 countries, only home delivery is possible.
There is also a size constraint for an order to be eligible for delivery in parcel relay. For some large items, delivery in parcel relay is therefore not offered. In this case again, only home delivery is offered.
>> What to do if you receive a damaged package?
2 steps are essential to be 100% covered in case of a glitch.
1: check your package and its contents in the presence of the deliveryman. Because by signing the delivery note of the carrier, you accept the package and its contents, whatever its condition.
2: report to us any item received broken or damaged within a maximum of 48 hours so that we can open a dispute procedure with the carrier. No claim will be taken into account after this period.
For more information, visit 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 even though the carrier's tracking indicates the opposite?
We advise you first to interview your neighbors and, if possible, your postman or the deliveryman. Most of the time, the parcels are very quickly found in this way.
If, despite your searches, you still do not find your package, it will be necessary to open a dispute with the carrier.
In case of non-receipt of a package deemed delivered, you must contact us as soon as possible, and in any case no later than 30 days after the date of shipment of the package.
>> How do I open a dispute with the carrier?
Remember above all to warn us of any problem relating to the delivery of an order placed on our online store.
It will then be necessary to contact you directly to the customer service of the carrier, especially in case of delay in delivery. Bring the tracking number of your package that has been communicated to you by email before any question relating to the routing of your package.
Carriers' customer services:
Swiss Post:
By email, via a contact form:
For yourColissimo (parcel),
For your letter,
By phone, by calling 3631 From Monday to Friday from 8:00 am to 6 pm and on Saturday from 8:30 am to 1 pm.
GLS:
By the GLS complaint form.
Chronopost:
By phone at 09 69 391 391 (call not surcharged) from Monday to Friday from 8am to 7pm and Saturday from 8am to 12pm.
Please keep us informed of any dispute you may have with the services of a carrier.
Questions and answers about PROFESSIONALS>> Do you offer special pricing for professionals and resellers?
The Coco Papaya online store is primarily dedicated to individuals. But we also work with some professionals who have asked us to do so.
Are you a professional and want to get a quote? Contact us by phone or email indicating the products you are interested in, the desired quantities, and your delivery address. We will respond quickly with a suitable offer.
>> Do you offer a dropshipping service?
No, we do not offer Dropshipping services.
>> Do you partner with influencers?
Yes, we work regularly with influencers to make our shop known to as many people as possible.
If you have a blog that tackles the same themes as us, and if you share our values, then contact us!
Send us your proposal via our social networks or by email to contact@coco-papaya.com.
Questions and answers about our BRAND>> Do you have physical shops?
No, Coco Papaya is exclusively on the web, we have no showroom or store open to the public.
You can nevertheless pick up your order free of charge at our warehouse in Samer (62 Pas-de-Calais) or at our women's ready-to-wear shop(La Boutique Joy)in Boulogne-sur-Mer (62 Pas-de-Calais). These delivery methods are offered during the ordering process.
>> What are your commitments?
At Coco Papaya, we strive daily to practice ethical and fair trade by working with talented craftsmen from whom we buy products at the fairest price.
We make every effort to protect the environment as much as possible by focusing on 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 learn more about our commitments, consult our ethical charter.
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 to return items?
Yes, but Coco Papaya goes beyond its legal obligations and participates in the return costs.
Thus, if you reside in metropolitan France or Belgium, we provide you on request with a transport label at the single price of 3 € (19 € if you live in Overseas). 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 on your own.
Upon receipt of the return package, we will proceed to your refund or exchange, according to the requested terms.
If you have paid a delivery fee for an order that is the subject of a return, it will be refunded to you in proportion to the number of items returned.
Questions and answers about products
>> How do I receive the Lithotherapy Guide for free?
Our ebook on lithotherapy is available 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 box "discount voucher" when ordering.
The download link of the guide will be sent to you by email immediately after validation of your order. Remember to monitor the "Spam" folder if you can't find it in your inbox!
It may happen that this email is blocked. In this case, please send us your request by email to kalya@coco-papaya.com mentioning your order reference please.
>> How can I be sure that I am buying real stones? Are your stones certified?
The vast majority of our stone stones and stone jewelry are totally natural and authentic.
However, some stones are synthetic stones made by man (when they do not exist in their natural state).
Other stones sometimes undergo treatment to improve their appearance (this is the case, for example, of some of our Lapis Lazuli jewelry at low prices. They are made with grade B or C stones that are then dyed with a natural pigment of mineral origin).
Some stones can also be reconstituted (this is the case of some of our malachite jewelry) which makes it possible to offer them at a much lower price than the same natural stone jewelry, 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 the tiger's eye, such as the blue tiger's eye.
Whether they are totally natural, heated, tinted or reconstituted, Coco Papaya does not hide anything from you! To know the exact nature of the stone you consult on our online store, simply click on the "Characteristics" tab and read the "Type of Stone".
Do you know of any other merchant who is so transparent?
Why are our stones not certified? Because no official certification exists for fine stones. Only precious stones can, and must, be certified.
The certifications that are put forward at some merchants are therefore, when it comes to fine stones, simple marketing arguments with no official value.
What is a quality stone (or grade) AAA?
The quality grades of the stones are as follows, from the best to the least good (and also from the most expensive to the cheapest):
Aaa
Aa
a
B
c
The quality grade of a stone is estimated by the operator, i.e. 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 on the level of quality of a stone, on its beauty, in comparison with other stones in the same batch.
Mineralogy professionals generally recognize this scoring system as a fairly reliable indicator. It is mainly used to adjust selling prices. The most beautiful stones of a lot are thus sold more expensive than the others.
When a stone or stone jewel on sale on our online store has a known quality grade, which has been communicated to us by the supplier, we always point this out in the description of the product concerned.
>> Are there Coco Papaya gift cards?
No, there is no Coco Papaya gift card. But a multitude of objects to offer for all tastes and all purses!
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