FAQ

Ordering from Mon Coussin is simple and secure :

• Browse our curated collection and select your cushion
• Choose your size with our detailed guide
• Add to cart and proceed to secure checkout
• Select your preferred delivery method
• Pay with your preferred payment method via our 100% secure payment system

You will receive an instant confirmation email .

Need help? Our team is at your disposal at contact@mon-coussin.com

At Mon Coussin, we offer several secure payment options for your convenience:

Bank cards (Visa, Mastercard, American Express)

• PayPal
• Google Pay
• Apple Pay
• Shop Pay

All your transactions are processed securely through the Shopify certified payment system.

Your security is our priority : we use the highest standards of SSL encryption to protect your banking information.

Haven't received your confirmation email? Here's what to do :

1. Please check your spam/junk folder first.
2. Please allow up to 15 minutes for reception
3. Check the email address entered when ordering

Still no confirmation? Contact us at contact@mon-coussin.com specifying:

• Your first and last name
• The date of your order
• The email used for the purchase

We will reply to you within 24 hours with the status of your order.

Need to modify or cancel your order?

To modify an order : Contact us immediately at contact@mon-coussin.com indicating your order number.

For cancellations :

• Within 1 hour of ordering : Full refund
• Once processing has started : Cancellation possible depending on the progress in our preparation system

Order already shipped? You can return unused items within 14 days. See our return policy for more details.

For optimal processing : Mention your order number in all your communications.

Delivery information :

• Standard delivery : 7-20 working days for all of mainland France
• Orders processed within 1 to 3 business days
• Track your package via the link in your confirmation email
• We currently deliver throughout mainland France and the French overseas departments and territories.

Note : Delivery times are estimated from the date of shipment.

Track your order in 2 easy steps :

From your email

• Open your order confirmation email
• Click on the tracking link provided

With your order number

• Visit our tracking page
• Enter your order number
• Get real-time updates on your delivery

You have not received the tracking information? Contact us at contact@mon-coussin.com indicating your order number.

Change of delivery address :

• Before treatment : Contact us immediately at contact@mon-coussin.com
• After processing : Changes are not possible once the order is being prepared.

Things to include in your email :

• Your order number
• The new delivery address
• Your full contact details

Note : For incorrect deliveries, see our Return Policy .

Return Policy and Right of Withdrawal My Cushion :

Your satisfaction is our priority . We understand that sometimes an item may not meet your expectations. That is why we have implemented a simple and transparent return policy.

Legal withdrawal period :

• 14 calendar days from receipt of your order
• This right applies upon receipt by you or a designated third party
• Notification by email to contact@mon-coussin.com

Return conditions :

• Items unused and in original condition
• Original packaging required
• Proof of purchase required

For defective products :

• Contact us immediately at contact@mon-coussin.com
• Attach photos of the defect
• Free replacement or full refund (shipping included)

Return procedure :

• Please contact us directly so we can provide you with the return address.
• Return costs at your expense
• Refund within 10 days after receipt and validation

Our commitments :

• Confirmation of receipt of your return
• Regular monitoring of treatment
• Refund to the original payment method
• Same policy for sale items

A question? Contact our team at contact@mon-coussin.com

Return an item in 3 easy steps :

Contact us

• Send an email to contact@mon-coussin.com
• Indicate your order number
• Attach photos of the item
• Explain the reason for the return

Wait for our validation

• You will receive a return authorization email
• The return address will be communicated to you

Ship your package

• Pack carefully in original packaging
• Include original labels
• Ship to the address provided
• Keep the tracking number

Track your refund : Give us your tracking number to be informed of the progress

Returns not accepted for :

• Items worn or used
• Products without original labels
• Washed or cleaned items
• Products with damaged packaging
• Items with removed tags
• Sale or clearance products
• Items damaged after delivery

Important points :

• Contact us at contact@mon-coussin.com before using or removing labels
• Returns must be authorized in advance
• Return period: 14 days after delivery
• Refund processed within 10 business days
• Refund to the original payment method

Questions about an item? Contact us before use or removal of labels .

Refund processing :

• Refund made within 10 working days
• Returns must be inspected and validated
• Refund to the original payment method
• Confirmation email once processing is complete

To track the status of your refund: Contact contact@mon-coussin.com indicating your order number.

Item temporarily unavailable? :

• Enable notifications - receive an email when restocked
• Contact us at contact@mon-coussin.com to find out about restocking times.
• Discover similar styles in our collection

Expert Tip : Popular styles are regularly restocked – sign up for our newsletter to make sure you don’t miss out.

Our quality standards :

• Premium materials - carefully selected for their durability
• Expertly crafted - careful attention paid to each cushion
• Quality Control - Each cushion checked before shipping
• Authenticity guaranteed - all our cushions are 100% authentic

Our commitment : Durable cushions that retain their shape and comfort.

Any questions? Contact contact@mon-coussin.com

Contact our customer service :

Email : contact@mon-coussin.com

Response time : Within 24 hours

Things to include in your email :

• Your order number (if applicable)
• Precise description of your request
• Photos (if necessary)

Opening hours : Monday to Friday, 9 a.m. to 5 p.m.

Our response times :

• Standard response : Within 24 hours
• Urgent requests : Same day if possible
• Opening hours : Monday to Friday, 9 a.m. to 5 p.m.

Note : For faster processing, include your order number and all relevant details in your first email.