Frequently asked questions

The comforter

What is Love Scent?

An organic cotton comforter with a removable textile insert that keeps the scent of the parents. It is an emotional anchor and an aid to separation for baby.

How does the insert work?

A few moments are enough to infuse the textile insert. Baby then finds a familiar scent at every touch.

To learn more about the smell of breast milk, read our guide: Baby comforter and the smell of breast milk.

Is the insert washable?

Yes. Thanks to the removable insert, the comforter stays more hygienic even without frequent washing. Washing instructions: 40 °C recommended, 60 °C maximum, no bleach or whitening product, no tumble dryer. Iron at moderate temperature, no dry cleaning.

For more detail, read our guide: How to wash the comforter and its insert.

How many inserts do I need?

Each comforter is sold with one insert. We recommend having several to ensure reassuring continuity. A set of 2 inserts is available in the boutik.

What is it made of?

Love Scent is made of organic cotton, certified compliant with the CE child-care standards EN71-1.

What are the dimensions and recommended age?

Ours Zen and Ours Éveillé measure 26 cm long and 12 cm wide. Lapinou measures 33 cm with ears stretched out and 12 cm wide. The comforter is suitable from birth.

To choose between the three models, read our guide: Ours Zen, Ours Éveillé or Lapinou: which one to choose?

Ordering and delivery

What are the delivery costs and times?

Delivery costs are calculated automatically in your cart, based on your delivery address. Delivery takes 2 to 4 working days in France and 3 to 8 working days for other destinations. Details are on the page Delivery and returns.

Can I return my order?

Yes, you have 14 days after receipt, provided that the comforter and the inserts have not been taken out of their original packaging. Return costs are at your expense. The conditions are explained on the page Delivery and returns.

An item is sold out: can I reserve it?

Yes. On the product page, click “Reserve”. You pay 40% of the item price when you order, excluding delivery charges. We show you the expected shipping date before you pay.

When will I receive my reserved item?

Within 12 weeks of the production launch. We email you when production starts, then when it ships.

Can I cancel my reservation?

Yes, until the item has shipped. Write to us at communication@zcoolstore-boutik.fr. During the 14-day withdrawal period, the deposit is refunded to you in full. After this period, we refund 50% of the deposit paid, i.e. 20% of the item price. The refund is made within two weeks.

What if the item cannot be produced?

If the item is never produced, your order is cancelled and you are fully refunded within two weeks. Production starts no later than six months after the first reservation: after that, your order is automatically cancelled and you are refunded.

Can I order an in-stock item and a reserved item together?

No, they are ordered separately. Pay for the in-stock items first: they ship within 48 hours. Then reserve the other items. You pay the delivery charges of each order.

My comforter and 2 inserts pack is on pre-order: how many parcels will I receive?

One. The pack is a single item: if the comforter you chose or the set of 2 inserts is sold out, it ships in a single parcel, once both components are available, within 12 weeks of the production launch. We do not send the comforter separately.

How does production start for a reserved item?

Production starts when 250 comforters are ordered, all models combined. A pack counts as one comforter. Sets of inserts have their own counter, with the same threshold of 250. Two gauges, on the shop page and on the item pages, show where we stand.

Can I give my baby’s expected birth date?

In the cart or on an item page, you can enter your baby’s expected birth date. We use it to plan the shipping order and make sure your order arrives in time for your baby’s birth.

How do I give a gift card?

Choose the amount (€30, €50 or €100), add the card to your cart and pay for your order. The code is sent by email to the address you give.

How do I use my gift card?

In your cart, enter the code in the “Gift card or discount code” field, then confirm before paying. The card amount is deducted from the total, delivery charges included.

What if my order is higher than the card amount?

You pay the difference with another payment method.

What if there is money left on the card?

The balance can be used for a later order, until the card expires.

How long is my gift card valid?

12 months from its purchase.

Can I get a refund for my gift card?

Yes, within 14 days of purchase, as long as the code has not been used. Write to us at communication@zcoolstore-boutik.fr.

I have not received my code. What should I do?

First check your junk folder. If it is not there, write to us at communication@zcoolstore-boutik.fr with your order number.

I lost my code or it was stolen.

Write to us at communication@zcoolstore-boutik.fr to have it blocked. A code can be blocked as long as its balance has not been spent. Keep your code confidential: anyone who knows it can use it.

Professionals

I am a retailer or distributor, how can I contact you?

Write to us from the page Professionals stating your business.