Coccinelle Reviews 

Purchased a bag, never received my order, FedEx provided a pic of a comunal area of the building as proof of delivery and Coccinelle customer service have been holding on to that proof as a reason not to refund or replace my order.
I’ve had back and forth emails with their customer service for a whole month now with no resolution, every time saying they still haven’t heard back from FedEx. Not a trustworthy company their customer service is shocking and they clearly aren’t trained on the laws around selling goods to customers.

I still haven’t got a refund or replacement. Absolutely appalling please spare yourself the hassle and do not buy from their website.

I love Coccinelle bags which I generally find excellent quality and wear well. I have however recently had the experience of my bag strap coming loose from the connecting silver d ring as the pin holding it in place unscrewed. I unfortunately didn’t realise until I got home and could not find the silver connecting ring.

I realise my bag was no longer under warranty but despite requesting help with the missing piece Coccinelle offered no help at all although I explained that without it my bag is unusable. No solution offered! I would no longer recommend them and I won’t buy another bag from them. Off to Furla for me!!

The black Risako ballerina shoes looked beautiful, but unfortunately the quality was very disappointing. After wearing them only a few times over a period of about two weeks, the material behind the heel tore completely. For shoes at this price point, I expected much better durability.

I sent pictures to customer service three weeks ago and I still haven’t received any proper reply or solution. Very disappointing experience overall.

Very happy customer.
I purchased two leather bags while visiting Italy. The customer service was beyond perfect. She was very helpful, took her time with me and was not pushy at all. The quality of the service was the same as the quality of their bags. The more you use them the more lush they feel. The attendant even brought up the idea of filling out the tax refund for travelers from outside the country. She didn’t use this perk as a selling feature. It wasn’t until I went to pay for the bags that she initiated the idea. She did the paperwork and I made the claim at the airport. Within a month I had my refund.

I highly recommend this brand.

This business does not know how to treat their clients.
Never again I will buy something from this brand.
Their client service does not exit.
This the worth I HAVE EVER experinced.
I cannot place my return..............
Its less then 1 Star.

absolutely terrible service, especially in their spokes around the world.
I have bought a bag in their official store in Baku: the bag lost the colour in a month!the bag has very faded and distressed look at the moment. the customer service in Baku refused to exchange the bag to new one or redeem my money bag. when i complained to the head office in Italy I got no response at all! can’t recommend this product to anyone terrible customer service and quality !

Nothing but good words about Coccinelle. Bought a Beat Generation bag on sale. Delivered with TNT in 2 days to the address in Italy. Very well packed, with a cute dust bag and paper, hardware protected. The bag is gorgeous and of exceptional quality, neat stitches, robust thick leather, luxurious golden hardware. Very happy with my purchase and definitely will order more.

How do you contact this company returns there awful emailed several times no answers want to return bag not as discribed any one got details for them

I felt compelled to write a review after panicking when I looked at Coccinelle’s Trustpilot AFTER making a £200+ purchase (the Campus small in black).

I received the bag within a week. It smells and feels excellent quality. Really well packaged with a luxury feel.

I have not received any customs charges yet, but I do feel that other reviews marking down for these are a bit unfair as it’s not Coccinelle that are responsible for UK import charges.

I don’t plan to return the bag so I can’t comment on the returns process.

I bought a Coccinelle Liya bag on 1 July in Denmark, but the strap came off after very little use — the screws just detached. I returned it to Magasin on 9 September, and it’s now been over 7 weeks with no repair or refund.

The store said Coccinelle requires all faulty items to be sent to Italy for inspection, which makes the whole process painfully slow. Coccinelle used to have great quality, but sadly not anymore — I’ll never buy from them again.

Extremely disappointed with the return process. I purchased 2 bags online but there are not as expected and I need to return.
Went through the correct process, obtaining my Returns Authorisation but have not been sent the paperwork via email to return the order.

I’ve emailed customer service around 5x asking for the paperwork, with absolutely no response apart from the generic email saying they will get back to me. Even tried through social media chat with no response. There is no UK phone number available. Despite multiple messages, I keep getting vague responses that their team is "working on it." All I need is the returns paperwork and return label!

It’s now been 14 days since I received the item, and the latest day I can return it is fast approaching. Customer service has been completely unresponsive—they read messages but don’t reply. If you are thinking of ordering from them don't! I am a fan of Coccinelle bags, and own many but I won't be ordering anything else from them in the future. Truly shocking that they are allowed to in essence, steal money from you, as you can't return the items once you have them and don't wish to keep them.

The summary of Coccinelle on Trustpilot sums my feelings up perfectly: "Some consumers express frustration with unexpected charges, such as import taxes, not clearly disclosed during the purchase. These issues contribute to a perception of dishonesty and a lack of care for customers." No indication of any import taxes (apparently I'm supposed to research this before buying). Just received an invoice from Fedex 21 days after delivery. Extraordinarily poor customer service.

If I could give zero stars I would! Bought a bag from their online site, didn’t realise it was coming from Italy. The bag itself is lovely, but too small to fit all my items so I decided to return it.

The return shipping label for FedEx is provided but doesn’t work. I’ve been trying to contact customer service to sort this - the only way is by social media chat or to message via their website. No UK number. They keep saying their team is working on resolving the issue, but all I need is a new returns label that actually works! It’s now day 14 after receiving the parcel and I will not be able to send back after today. Customer service is non existent and they read your messages, but don’t reply. Believe every single negative review you read!!!

I purchased a bag online, and while the checkout process itself was frustrating, the real nightmare began when I needed customer support—because it simply doesn’t exist.

I first submitted my query through the Coccinelle website on 16 July. Weeks and multiple follow-ups later, I have yet to receive any meaningful response. In desperation, I contacted every email address I could find on-line. 9 in total.

The only “reply” I received was an automated message in German from their ecommerce support team—despite sending five separate follow-ups. That’s it. Nothing else.

I even tried reaching out to Angelo Mazzieri, from the family that founded the company, and still—complete silence.

Coccinelle markets itself as a brand built on elegance, sophistication, and care. The reality? They don’t care about their customers at all. Once they have your money, you’re on your own.

If you value your time, money, or sanity—do not buy from Coccinelle.

I bought a CHARA bag from Coccinelle in January 2025. After just a few months of normal, careful use, the corners of the bag started to wear off noticeably. I contacted customer service in mid-May and provided all the documents and photos they asked for. Since then, I've sent multiple follow-ups. The only response I received was that my case is delayed due to “internal processes” — and since then, nothing. I’ve been waiting for a month without any real solution. Very disappointing for a brand in this price range.

I bought a handbag and some summer socks online. All was well until I received a demand from FedEx for £91 of VAT. The website said the prices included VAT. They have shops in the UK so it never occurred to me they would ship the goods from Italy and charge UK VAT on top of Italian VAT. I can’t figure out how to pay the UK import VAT as FedEx says my postcode is wrong. I can’t get to speak to a human at FedEx. I have no goods (already paid for on credit card) and no prospect of receiving them.
15 May- Quick update. On reading other reviews about poor experience with returns after I posted the above, yesterday I decided to try again to pay the import VAT to FedEx. I managed it this time by missing out the gap between the two parts of my postcode. The bag arrived and I like it but I’ll never buy from them again.

Have been buying from Coccinelle for decades. Once I had a beg which was some ten years old and a screw had fallen out of a couple of the clasps and I had lost one. I emailed them on the off chance that they might still have some lying around, they did and kindly posted replacements. Up until this moment the service has been great. I love their bags. This week my order arrived, two bags. One was perfect but the other was not the colour which I had ordered. After much back and forth, sending photos of the bag and bar code. The reply was
“The barcode corresponds to the item you ordered, perhaps there was a mistake when you placed your order.
Either way, you can return the item for a refund within 14 days of receipt.

Please let us know if you would like a return label. We will also need a photo of the item to make sure it is new and not used.”

I had hoped that they would say return said item and they will send the correct replacement. To add insult to injury, on opening the bag I have now found that there is no shoulder strap. I think that our relationship has come to an end and would advise anyone to be sure that they use a credit card if purchasing from them. Disappointing.

Update. After many emails with no solution and no return label and or a standard response(it has been referred to another department). Raised dispute with credit card company and they sent me a returns label.

no stars for this appalling company. Bought a gorgeous small chara bag 6 months ago and the strap broke to reveal a gold screw which i cannot fix. ive emailed them for a month and have received apologetic responses back but.... no one offered to fix it or refund me or offer a replacement. will never use again. I now have a not so patient solicitor on board. Wish me good luck....

Any goods delivered to UK has additional fedex charge that is covered by the buyer. It wasn’t the case in 2023. It was a very expense lesson to learn… I will never shop again

Potential buyer. Be aware and stay away of this dishonest company. Almost non existing and dysfunctional customer service with the goal to lie and deceive their customers. There is no real customer service number to call to discuss any issue. Email responses are automatic generic in italian. You will be lucky to receive the response from live person after weeks of sending emails to them just to find out that you were lied.
Simply GARBAGE!