Reviewers frequently report problems with aftersales service, in particular delayed or absent replies and difficulties obtaining working return labels. Several customers describe unexpected import or FedEx charges on deliveries to the UK, which affected perceived value. Product durability is a recurring concern in these reviews, with reports of worn leather corners, tarnishing hardware and broken straps within months. A minority of reviewers praise the website UX and initial product feel. Prospective buyers should check shipping origin, returns policy and warranty arrangements before purchase and retain transaction records for any disputes.
Examples from available reviews (Mar 2022 – Feb 2026).
Pleasant online purchase with high-quality leather bag and free shipping.
“I was delighted with its quality - soft leather and precise stitching;”
Return process failed and customer service did not provide paperwork.
“I’ve emailed customer service around 5x asking for the paperwork”
Leather corners wore after few months and customer service delayed.
“the corners of the bag started to wear off noticeably.”
Unexpected VAT charge complicated delivery but bag eventually arrived.
“All was well until I received a demand from FedEx for £91 of VAT.”
Many reviewers report problems with returns, repairs and unresolved cases; repeated delays and missing or non‑working return labels are frequently mentioned.
Multiple buyers report unexpected import or FedEx charges on delivery and concerns that product longevity did not match the price paid.
One review praises the website design, but several others describe frustrating checkout, returns label failures and delivery or postcode problems.
Several customers report durability issues—worn corners, tarnishing hardware and broken straps within months—and some note fit or sizing problems.
Frequent complaints about unresponsive or generic replies, slow follow‑ups and lack of a UK phone contact; messages often read but not answered.
Overall sentiment in these reviews is negative, centred on aftersales and unexpected costs; a small minority praise design and materials.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (25) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Bag colour faded within a month and customer service refused help.
“the bag lost the colour in a month!”
Fast delivery and high-quality bag with luxurious packaging.
“The bag is gorgeous and of exceptional quality”
Reviewer couldn't contact customer service to arrange a return.
“emailed several times no answers”
Bag arrived quickly with excellent quality and packaging.
“It smells and feels excellent quality.”
Strap failed and repairs or refund have been delayed for over seven weeks.
“the strap came off after very little use”
Return process failed and customer service did not provide paperwork.
“I’ve emailed customer service around 5x asking for the paperwork”
Unexpected import charges arrived and customer service was unhelpful.
“Just received an invoice from Fedex 21 days after delivery.”
Return label failed and customer service did not respond.
“The return shipping label for FedEx is provided but doesn’t work.”
Customer support was unresponsive despite many follow-ups.
“an automated message in German”
Leather corners wore after few months and customer service delayed.
“the corners of the bag started to wear off noticeably.”
Unexpected VAT charge complicated delivery but bag eventually arrived.
“All was well until I received a demand from FedEx for £91 of VAT.”
Longtime customer received wrong item and missing strap, service unsuccessful.
“there is no shoulder strap.”
Bag strap broke and customer service failed to offer repair or refund.
“the strap broke to reveal a gold screw”
UK deliveries incur additional FedEx charges that buyer must pay.
“Any goods delivered to UK has additional fedex charge”
Reviewer warns others about unresponsive, unhelpful customer service.
“There is no real customer service number to call to discuss any issue.”
Hidden FedEx charge adds unexpected cost for online purchases.
“There is a hidden Fedex charge that they don't cover”
Item broke under warranty and coupon offered did not work; no replies.
“The coupon doesn’t work and they are now not replying to emails.”
Leather corners lost colour within a year and look poor.
“the leather in the corners of the bag is looking very bad”
High-cost handbags creased and deteriorated after minimal use.
“the leather has wrinkled in many areas on both bags”
Voucher redemption was restrictive and customer service was dismissive.
“the voucher code is treated the same as a discount code”
Reviewer describes customer service as horrific and dishonest.
“Horrific customer service - thieves!!!”
Order incurred unexpected import taxes and company communication was unclear.
“We also got a vat invoice from FedEx (plus extra costs) via email.”
Returns were difficult and required daily emails without solution.
“I have had to email every day for two weeks to get a label”
Company complicated returns and did not provide working prepaid label.
“the prepaid shipping label doesn't exist”
Hardware tarnished and refund communications were confusing and slow.
“the hardware is tarnishing.”
I recently purchased a bag from Coccinelle's online store and I must say, it was a very pleasant experience. Their premium bags and accessories are definitely worth the investment.
First of all, their website is beautifully designed with high-quality images that accurately represent each product. The user interface is easy to navigate, making my shopping experience stress-free. Additionally, they offer free shipping which made it even more appealing to make my purchase from their website.
When I received my bag in the mail, I was delighted with its quality - soft leather and precise stitching; clearly made with care. It not only looked great but was highly functional as well - offering plenty of space for all of my daily essentials while still remaining lightweight.
Overall, if you're looking for luxury women's bags or small leather goods then I highly recommend checking out Coccinelle's online store! From the elegant designs to high-quality materials used in production, these products are a must-have for any fashion-conscious woman on-the-go!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Coccinelle is an Italian fashion brand specialising in women's leather handbags, small leather goods and accessories. The brand sells via its online store and physical retail outlets and ships internationally. Consumers commonly consult reviews to evaluate product durability, returns handling and potential additional shipping or import costs before purchasing.