FAQS - Frequently Asked Questions

🧘♀️ Products & Custom Orders

What materials do you use in your products?
We use natural, sustainable, and ethically sourced materials. Our primary fillings are kapok , and our fabrics include linen, cotton, or other eco-friendly textiles. We also incorporate local lavender, selenite sticks, and recycled materials whenever possible.

Are your products customizable?
Yes, the majority of our yoga and meditation accessories can be personalized with a choice of colors, embroidery, dimensions, etc. from a minimum quantity of 10. For bespoke requests outside the catalog , a flat rate of 5000 MAD is applied to cover the research of materials, the development of the prototype and dedicated manufacturing.

Where are your products manufactured?
All our items are handmade in our workshop in Rabat, Morocco, in collaboration with local artisans whom we train and promote.

Do you offer wholesale or professional orders?
Yes. We work with hotels, spas, yoga studios, and retreat organizers internationally. Contact us for a quote or to discuss your specific needs.

🧺 Accessory maintenance

How to maintain your yoga and meditation accessories?
All our textile items are designed with a removable outer cover using a zipper.

Washing : Remove the cover and wash cold , by hand or dry cleaning .
Drying : Lay flat and air dry , away from direct sunlight.
Ironing : Iron only on delicate setting .

For the inner covers , it is recommended to put them in the sun and open them twice a year to air the padding.

Caution : For any item with a textile print , never iron directly on the print without using a protective cloth over it. This helps preserve the durability of the design.

📦 Production, Delivery & Deadlines

Do you keep stock?
No. All our products are made to order , including individual purchases. This allows us to limit waste and ensure careful craftsmanship for each piece.

What are the production times?
Our production times vary from 48 hours to 7 business days , depending on the size of the order and the activity of our workshop. For any urgent requests, do not hesitate to contact us - we will do our best to assist you.

Do you ship internationally?
Yes, we ship worldwide via FedEx , our trusted partner. Shipping costs vary depending on the destination, weight, and volume of the package. For international shipping, please write to us on Whatsapp at +212 6 68 78 58 39 or at info@ateliercocon.com to calculate your shipping costs and guide you. We will get back to you as soon as possible.

What are the delivery times?
The average lead times after production are as follows:

Morocco : 24 to 72 hours
Europe : 2 to 5 working days
USA & Canada : 2 to 5 working days
Other destinations : 2 to 5 working days

Can I track my package?
Yes. Once the package is shipped, you will receive a tracking link by email.

Do you offer express delivery?
When possible we can produce and deliver to you within 24 hours at an additional cost of up to 20%.

🧾 Customs, Taxes & Import

Are there any customs fees to expect?
Customs fees, taxes, or brokerage charges may apply depending on your country's regulations. These charges are not included in our prices and are the customer's responsibility.

How can I estimate these costs?
We recommend contacting your local customs office. Upon request, we can provide you with the declared value and HS codes to facilitate your procedures.

What if I refuse to pay customs fees?
If the package is refused, it may be returned to us. We will then be able to refund the amount of the product (excluding shipping costs and taxes). Contact us before ordering if you have any doubts.

My package is stuck at customs, what should I do?
This may happen in some countries. We remain available to assist you with the process. You may be required to provide proof of identity or an EORI number (particularly in the UK).

💬 Orders & Customer Service

My payment didn't go through, what should I do?
If you encounter a payment error, especially as an international customer, please contact us. We can assist you through a secure, manual order.

What payment methods do you accept?
We accept:

Bank cards (via a secure payment platform)
PayPal (on request)
Payment by bank transfer or manual invoice for custom or B2B orders

Do you accept returns or refunds?
Due to the handmade nature of our creations, we do not accept returns due to change of mind. However, if an item arrives damaged or non-compliant, please contact us within 5 days of receipt.

Are personalized items exchangeable?
No. Personalized or custom-made items (specific dimensions, embroidery, fabric choices, etc.) are final sales . Please check the details carefully before confirming.

🎁 Gifts & Events

Can I send an Atelier Cocon product as a gift?
Yes. We offer careful packaging (dried flowers, kraft box, etc.) and the option to add a handwritten note. Please specify this when ordering or by message after purchase.

Do you make gift boxes for weddings, retreats, or businesses?
Absolutely. We're experienced in creating custom packages for wellness events, corporate gifts, and weddings. Contact us to discuss.