Frequently Asked Questions
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.
I placed my order
When will I receive my order?
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.
What is the status of my order?
The average preparation time of an order at Guinot is 1 to 2 working days. It is possible that this time may be longer.
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.
How do I change or cancel my order?
Once you have placed your order online, you cannot change or cancel it directly on our website.
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".
What happens if I am not home when the package is delivered?
In case of absence, a notice is left in your mailbox (your mailbox must be accessible), you have 15 days to retrieve your parcel at the post office or at the relay point (usually a local shop) concerned by providing you with your notice and an identity document.
I received an email confirming the shipment but I haven't received anything, what should I do?
You can check where your package is thanks to your tracking number received by e-mail. If you think your package is lost, please contact our customer service:
By e-mail: contact@marycohr.com
Our teams will help you to find your package.
What precautions should I take when receiving my package?
Upon receipt of your package, please check the condition of the package and its contents in the presence of the delivery person before signing the delivery note. If this is not done and you discover afterwards that a product is broken, we will not be able to file a claim with the carrier. If the package is very damaged, refuse it by making precise and detailed reservations on the delivery note.
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.