You have got questions, here are some answers!
We have put together all the answers to the questions you have most frequently asked us.
We hope you find everything you need.
You have ordered from Mary Cohr and we thank you. An email is sent to you each time your order is updated. You can follow the different statuses of your order at any time by going to "My Account" in the tab "My orders". You will find the list of the different statuses.
The average preparation time of an order at Mary Cohr is 1 to 2 working days. It is possible that this delay is longer. Do not hesitate to consult the progress of your delivery on the site of our partner Chronopost or to contact our customer service in case of doubt.
An email is sent to you when your order is shipped with your parcel number, to follow your delivery at any time. You can also consult your parcel number in the "My Account" tab "My Orders" then click on the tracking code.
Please note that our team can only process orders during our business hours. Orders placed after 3pm are usually processed the next morning and orders placed on the weekend (Saturday and Sunday) can only be processed on Monday morning.
Please note that our team can only process orders during our business hours. Orders placed after 3pm are usually processed the next morning and orders placed on the weekend (Saturday and Sunday) can only be processed on Monday morning.
You can track the status of your order at any time by logging into "My Account" under the "My Orders" tab.
Here is the list of the different statuses and their meaning :
- PAYMENT ACCEPTED
Your order has been paid. A confirmation email has been sent to you with your order number. If you did not receive your email, check your SPAM box. You will be able to find your order number by logging in, section "My Account", "My Orders" and the line corresponding to your order.
- IN PREPARATION
Your payment has been registered, we are preparing your order which will be shipped as soon as possible.
If additional time is needed to process your order, you will be informed by email.
- SHIPPED
Your order has been shipped in its entirety. An email has been sent to you with your package number. If you did not receive your email, check your SPAM box. You will be able to find your parcel number by logging in to the "My Account" section, "My Orders" and the line corresponding to your order.
- DELIVERED
You have requested the cancellation of your order or it has been cancelled by our service because the payment was not validated by our bank. You will be able to see the refund transaction on your bank account.
- PAYMENT REFUSED/FAILED
Our bank did not validate your payment transaction. The payment is therefore refused.
This can happen especially with foreign bank cards. In this case we invite you to contact our customer service to find an alternative payment.
However, if your order is still being processed, nothing could be easier: send an email to contact@marycohr.com indicating your order number and explaining the situation. The order will then be cancelled so that you can place another one.
If you made a mistake and placed the same order several times, don't panic: send an e-mail to contact@marycohr.com with the numbers* of the orders to be deleted. If you have paid for the same order several times, we will refund the full amount of the cancelled order.
*You will find your order number in your confirmation email or on our website in "My account", tab "My orders".
By e-mail: contact@marycohr.com
Our teams will help you to find your package.
Then contact our remote sales service at sav@marycohr.com, enclosing a photo of the defect if possible.
As part of the guarantee, we remind you that all products must be returned in their original packaging.
All payments are made on the Stripe© payment platform
Shipping within 48 hours by our partner CHRONOPOST, Delivery in mainland FRANCE exclusively (FRANCE, CORSICA, MONACO)
Products 100% Made in France from the Mary Cohr Laboratory
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