Support
Help Center
Answers on orders, assembly, spare parts, and complaints — and a direct line to our team for everything else.
Frequently Asked Questions
Orders & Shipping
How long does delivery take?
How long does delivery take?
Delivery for items currently in stock typically takes 4–7 business days (1–2 business days to prepare your order, plus 3–5 business days in transit). For some products the delivery time differs – the exact delivery window is shown on the product page above the Add to cart button.
Once your order is placed, you will receive a tracking number via email as soon as your shipment is processed so you can follow its progress.
Which countries do you deliver to?
Which countries do you deliver to?
We currently deliver to Germany, Austria, Belgium, France, Luxembourg, and the Netherlands.
If you would like to ship to another EU country not listed, please contact us directly and our customer service team will be happy to assist you with a custom shipping option.
How much does shipping cost?
How much does shipping cost?
Shipping costs vary by product, weight, and destination country, and are shown transparently before you complete your order.
Why might my order arrive in separate deliveries?
Why might my order arrive in separate deliveries?
If your order includes items from different manufacturers, partial deliveries may occur. This is normal and comes at no extra cost to you.
How are large items like beds delivered?
How are large items like beds delivered?
Bulky items are typically delivered by freight carrier. The carrier will contact you in advance to arrange a delivery time.
Can I track my order?
Can I track my order?
Once your order ships, you’ll receive a shipping confirmation with tracking information, where offered by the relevant carrier.
Can I change my delivery address after ordering?
Can I change my delivery address after ordering?
Please contact us as soon as possible by email or live chat. As long as the item hasn’t shipped yet, we can usually update the address.
Do you deliver to a specific floor, or take away an old bed?
Do you deliver to a specific floor, or take away an old bed?
Standard delivery is to the curb/front door; a premium delivery service with room-of-choice placement and old bed removal is not currently available.
Returns & Right of Withdrawal
How do I return an item?
How do I return an item?
Please contact us before sending anything back, by email or live chat. Since part of our range ships directly from our manufacturers, we’ll provide the correct return address for your specific order.
Can I return pillows, duvets, or mattress protectors?
Can I return pillows, duvets, or mattress protectors?
Yes, as long as the hygiene seal is intact. Once the seal has been removed, the right of withdrawal is legally excluded for hygiene reasons — please inspect the packaging carefully before opening it.
How long do I have to return an item?
How long do I have to return an item?
You have 14 days from receiving the goods to withdraw, without giving a reason.
Who pays for return shipping?
Who pays for return shipping?
Return costs are fully covered by the customer. This applies to standard parcel shipments as well as larger items requiring freight or collection services, such as beds.
Can I try the bedding before deciding?
Can I try the bedding before deciding?
Yes, you may inspect and handle items to evaluate their quality and fit as you would in a physical retail shop.
While you retain your statutory right to return the item within 14 days, please note that using the product beyond a standard inspection—such as washing it, removing tags, or heavy usage—may result in a deduction for loss of value from your refund.
How and when will I get my refund?
How and when will I get my refund?
Once we receive your withdrawal, we refund the purchase price plus standard delivery costs within 14 days, or sooner once we receive the goods back. The refund is issued to the same payment method used for the order.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
We don’t offer exchanges. If you’d like a different item, return the original within the withdrawal period and place a new order.
How do I use the “Withdraw from Contract” online function?
How do I use the “Withdraw from Contract” online function?
The “Withdraw from Contract” button on our website lets you submit your withdrawal directly online in a few steps. You’ll receive a confirmation by email afterwards.
Can I return made-to-order items?
Can I return made-to-order items?
No. Goods manufactured to your individual specifications (e.g. configured beds) are not covered by the statutory right of withdrawal.
Payment & Financing
Which payment methods do you accept?
Which payment methods do you accept?
We accept PayPal (including PayPal Express), major credit cards (Visa and Mastercard), Klarna, and bank transfer (payment in advance). Additional options like easyCredit will become available soon.
How does the 50% deposit work?
How does the 50% deposit work?
For made-to-order items or items shipped by freight carrier (e.g. beds), a 50% deposit may be due at the time of order with certain payment methods. The remaining balance is due shortly before delivery or upon handover to the carrier.
When will my card or PayPal account be charged?
When will my card or PayPal account be charged?
For credit card and PayPal, the charge (or deposit) is processed immediately upon completing your order. For bank transfer, your order is confirmed once payment is received.
Is it safe to pay online with you?
Is it safe to pay online with you?
Yes. All payments are processed through encrypted, PCI-compliant connections via our certified payment partners. We never store your full card details on our own servers.
Can I pay in installments?
Can I pay in installments?
Installment payment via Klarna is available now at checkout. Installment payment via PayPal and easyCredit is in preparation and will be available at checkout shortly.
What currency will I be charged in?
What currency will I be charged in?
All prices and charges are processed in Euro (EUR).
Can I get an invoice for my order?
Can I get an invoice for my order?
Yes, you’ll automatically receive an invoice by email. For business (B2B) orders, please contact us for individual terms.
Products & Materials
Are your products suitable for allergy sufferers?
Are your products suitable for allergy sufferers?
This depends on the specific material and product. Where applicable, allergy-suitability information is shown on the relevant product page.
What does “hygienically sealed” mean for your products?
What does “hygienically sealed” mean for your products?
Certain items such as pillows, duvets, and mattress protectors are delivered in sealed packaging for hygiene reasons. This seal should not be removed before you’ve decided to keep the item, as doing so excludes the right of withdrawal.
How do I find the right size?
How do I find the right size?
Our product pages include size tables with standard German dimensions (including 135×200 cm, 155×220 cm, 80×80 cm). If you’re unsure which size fits, we’re happy to help by email or live chat.
Do the products look exactly like the photos?
Do the products look exactly like the photos?
We do our best to represent colours and textures as accurately as possible. Since screen settings vary, slight differences in colour rendering may occur.
Care & Longevity
How do I wash bed linen — and at what temperature?
How do I wash bed linen — and at what temperature?
Please always check the care label on the product for specific washing instructions. Most bed linen can be washed at up to 60°C, which reliably kills dust mites.
How do I wash a duvet?
How do I wash a duvet?
Duvets should be washed separately from other laundry, as they take up a lot of drum space. Always check the care label first.
How often should I replace pillows and duvets?
How often should I replace pillows and duvets?
We recommend replacing them every 2–3 years for optimal comfort and hygiene.
How do I store seasonal bedding?
How do I store seasonal bedding?
Store duvets and pillows fully dry and in breathable packaging, ideally a fabric bag rather than plastic, to prevent mould.
My new duvet has a slight smell — is that normal?
My new duvet has a slight smell — is that normal?
Yes, this can happen with new, packaged textiles. Air the duvet outdoors for a few hours before first use; the smell typically fades quickly.
Complaints
What do I do if an item arrives damaged?
What do I do if an item arrives damaged?
Please contact us right away by email or live chat with photos of the damage. We’ll arrange a quick resolution with the relevant manufacturer.
What happens if a defect appears after a few months of use?
What happens if a defect appears after a few months of use?
Get in touch via info@maisondecocon.com with a description of the issue — we'll review your case and coordinate next steps.
Do I contact you or the manufacturer directly?
Do I contact you or the manufacturer directly?
Always contact us first. We coordinate everything, even for items shipped directly by a manufacturer.
About Maison de Cocon
Who is Maison de Cocon?
Who is Maison de Cocon?
Maison de Cocon is a Berlin-based company for premium bedding and home textiles — from beds and bed linen to duvets, throws, and cushions. Our promise: “Premium Schlafkultur” — sleep culture that brings together material quality, calm, and timeless design.
How do I reach customer service?
How do I reach customer service?
The fastest way is live chat on our website (Mon–Fri, 10:00–17:00 CET) or by email at info@maisondecocon.com.
Do you have a showroom?
Do you have a showroom?
We’re currently online-only.
Do you offer B2B or bulk orders?
Do you offer B2B or bulk orders?
Yes, for business customers and larger order volumes, please contact us directly to discuss individual terms.
Assembly Instructions
Step-by-step assembly guides for our bed collections. More categories will be added here over time.
Upholstered Bed Beige Velvet 90×200
Upholstered Bed Beige Velvet 140×200
Upholstered Bed Beige Velvet 180×200
Upholstered Bed Green Velvet 90×200
Upholstered Bed Green Velvet 140×200
Upholstered Bed Rose Velvet 90×200
Velvet Shell Bed Purple 140×200
Velvet Shell Bed Beige 140×200
Velvet Shell Bed Grey 140×200
Velvet Shell Bed Grey 180×200
Velvet Shell Bed Purple 180×200
Velvet Shell Bed Beige 180×200
Care & Instructions
How to look after your bedding and bed — by category.
Bed Linen
Bed Linen
Always check the care label sewn into your bed linen before washing or ironing — fibre content and finish vary by product, and generic advice may not be right for your specific item.
Washing
Most bed linen can be machine washed, often up to 60°C, which also helps reduce dust mites — but always follow the label if it specifies a lower temperature or a different care method. Wash similar colours together and avoid overloading the machine so fabric can move freely.
Drying & Ironing
Line-dry or tumble dry on a low setting where the label allows. A cool iron can help crisp finishes such as percale, but check the label for temperature limits first.
Storage
Store bed linen clean and completely dry, ideally in a breathable fabric bag, to keep it fresh and prevent mildew between uses.
Duvets & Pillows
Duvets & Pillows
Always check the care label attached to your duvet before cleaning — generic advice may not be right for your specific item.
Washing
Duvets should be washed separately from other laundry, as they take up significant drum space.
Drying
Dry thoroughly and evenly on a low tumble-dry setting where permitted, using clean dryer balls to help redistribute the filling and prevent clumping. Make sure the item is completely dry before use or storage to avoid mould.
Storage & Lifespan
Store in a breathable fabric bag rather than plastic. We recommend replacing duvets and pillows every 2–3 years for optimal comfort and hygiene.
Blankets & Throws
Blankets & Throws
Always check the care label sewn into your blanket or throw before cleaning — material (wool, cotton, synthetic blends, or knitwear) varies by product, and generic advice may not be right for your specific item.
Cleaning
Many blankets and throws can be machine washed on a gentle cycle, but delicate knits, wool, or textured-weave pieces may need hand washing or professional dry cleaning — always follow the label rather than assuming.
Drying
Reshape while damp and dry flat where possible, especially for knitted or woven pieces, to help the item keep its original shape and avoid stretching.
Storage
Store clean and fully dry, folded rather than hung, in a breathable bag to protect against dust and moths.
Beds
Beds
Always check the assembly instructions and any care label or documentation supplied with your bed before cleaning or maintenance — materials and hardware vary by product, and generic advice may not be right for your specific item.
Assembly
Our beds come with practical assembly instructions, along with the hardware and tools needed. If you have any doubts when assembling, please contact us and we'll answer your questions. Avoid using sharp tools for unpacking that could damage the product inside, and keep the original packaging for a few days in case of a return.
General Care
For domestic use only. Do not expose to the weather, place near direct heat sources, or leave in direct sunlight. Avoid abrasive products such as acetone, bleach, or solvents, and avoid sharp objects that could scratch the surface.
Cleaning
Use only a soft cloth or absorbent paper lightly dampened with a neutral soap solution. Fabric upholstery is best dry-cleaned; for leatherette or leather upholstery, avoid abrasive products and moisturise periodically to prevent dryness and cracking.
Safety
Before assembling, sort and count all parts and fittings, and work in a clear area. Do not force screws or mounting elements. Avoid placing heavy objects on the bed frame or headboard, and do not allow children to stand, climb, or hang on any part of the bed.
Spare Parts
Need a replacement part, such as bed slats or hardware? Submit a request below and our team will follow up with availability and pricing.
Submit a Request
Anything else on your mind? Reach our team directly and we'll get back to you as soon as possible.
