Privacy policy

Privacy Policy

Last updated: November 3, 2026

At Cocoon, our customers' trust is essential. We are committed to protecting your personal information and handling it in a transparent, secure way that complies with applicable laws, including Quebec's Act respecting the protection of personal information in the private sector (Law 25).

This policy explains what information we collect, why and how we use it, who we share it with, how long we keep it and what your rights are. By using our website, creating an account or placing an order, you acknowledge that you have read this policy.

1. Scope

This policy applies to personal information collected by Cocoon through its website, your customer account, your orders, our email communications and your conversations with our customer service team.

Personal information is any information about a natural person that can identify them, directly or indirectly.

2. The information we collect

a) Information you give us directly

  • Identity and contact details: last name, first name, email address, phone number
  • Shipping and billing addresses
  • Customer account information: email address, password (encrypted), preferences
  • Order details: products purchased, amounts, purchase history
  • The content of your conversations with us: questions, return or refund requests, comments and reviews

b) Information collected automatically

  • IP address and approximate location (city, region, country)
  • Device type, operating system and browser
  • Pages visited, products viewed, visit length and path through the website
  • Interactions with our emails (opens, clicks)

c) Payment information
Your payments are processed directly by our secure payment providers. Cocoon never has access to your full credit card number and does not store it.

We only collect the information needed for the purposes described in this policy.

3. Why we use your information

We use your personal information to:

  • Process your orders: payment, preparation, shipping, delivery tracking and confirmation
  • Manage your customer account: secure access, order history, saved addresses
  • Provide customer service: answer your questions and handle your return, exchange or refund requests
  • Send you marketing communications: offers, promotions and new arrivals, only if you have consented
  • Improve our website and products: understand how our website is used and what interests our customers
  • Personalize our advertising: show you relevant ads on other platforms, if you have accepted the related cookies
  • Keep things secure: prevent and detect fraud, abuse and unauthorized access
  • Meet our legal obligations: accounting, tax and regulatory requirements

We will not use your information for any other purpose without your consent, unless the law permits or requires it.

4. Consent

We collect, use and disclose your personal information with your consent, except where the law provides otherwise. Your consent may be express (for example, ticking a box to receive our newsletters) or implied by an action you take (for example, giving us your address to receive your order).

You may withdraw your consent at any time, subject to legal or contractual obligations. However, withdrawing your consent may prevent us from providing certain services, such as processing an order.

5. Cookies and similar technologies

Cookies are small files saved on your device when you visit a website. We use three categories:

  • Essential cookies: needed for the website to work (cart, checkout, signing in to your account, security). They cannot be turned off.
  • Performance and analytics cookies: help us understand how visitors use the website so we can improve it.
  • Marketing cookies: let us measure how well our ads perform and show you relevant ads on platforms such as Meta (Facebook, Instagram) and Google.

In accordance with Law 25, technologies that can identify you, locate you or create a profile of you are turned off by default. On your first visit, a banner lets you accept or refuse non-essential cookies. You can change your choices at any time from this banner or in your browser settings.

6. Marketing communications

If you sign up for our newsletter or consent to it when making a purchase, we may send you promotional emails. Every email contains an unsubscribe link so you can opt out in one click. You can also write to us at any time to unsubscribe.

Even after unsubscribing, you will still receive emails about your orders (confirmation, shipping, customer service).

7. Sharing your information

Cocoon never sells, rents or trades your personal information.

We only share your information with the service providers that help us run our store, and only to the extent needed for their work:

  • Our e-commerce platform, which hosts the website and order data
  • Our payment processing providers
  • Our carriers and logistics partners, for delivery
  • Our email communication and customer service tools
  • Our analytics tools and advertising platforms (such as Meta and Google), according to your cookie choices

These providers are required to protect your information and may only use it for the purposes for which it was entrusted to them.

We may also disclose your information:

  • when required by law or at the request of a competent authority;
  • to protect our rights, prevent fraud or keep our customers safe;
  • as part of a business transaction (sale, merger or acquisition of the company), subject to the protections provided by law.

8. Storage and transfers outside Quebec

Some of our providers may store or process your information outside Quebec, including elsewhere in Canada or in the United States. Before any transfer, we assess whether the information will be adequately protected, and we govern the transfer with appropriate contractual commitments. Your information may then be subject to the laws of those jurisdictions.

9. Retention period

We keep your information only for as long as needed for the purposes for which it was collected:

  • Order and billing data: for the period required by tax and accounting laws, generally six (6) years
  • Customer account: as long as your account is active, or until you ask us to delete it
  • Marketing communications: until you unsubscribe or withdraw your consent
  • Customer service conversations: as long as needed to resolve your request and provide reasonable follow-up

At the end of these periods, your information is securely destroyed or anonymized.

10. Keeping your information secure

We take reasonable security measures to protect your information against loss, theft and unauthorized access, use or disclosure, including:

  • a secure, encrypted connection (SSL) across the entire website;
  • encrypted passwords for customer accounts;
  • access to information limited to the people who need it for their work.

However, no method of transmission or storage is 100% secure. We recommend choosing a unique password and not sharing it.

Confidentiality incident: if an incident posing a risk of serious harm were to occur, we would promptly notify the Commission d’accès à l’information du Québec and the people concerned, as required by law.

11. Your rights

Under the law, you have the right:

  • To access: know what information we hold about you and get a copy of it
  • To rectification: have inaccurate, incomplete or ambiguous information corrected
  • To withdraw consent: withdraw your consent to the use of your information
  • To deletion: ask us to delete your information when it is no longer needed
  • To de-indexing: ask that your information stop being disseminated when its dissemination causes you harm
  • To portability: get your information in a structured, commonly used technological format
  • To be informed: know how your information is used and who it is shared with

Cocoon does not make any decision based exclusively on automated processing of your personal information.

12. How to exercise your rights

To exercise any of these rights, write to us at support@trycocoon-quebec.com and describe your request. To protect your information, we may ask you to confirm your identity before acting on it.

We will respond to your request within 30 days. This service is free; however, reasonable fees may apply for transcribing, reproducing or sending documents, and you would be informed of them in advance.

13. Minors

Our website is not intended for people under 14, and we do not knowingly collect personal information about them. If you believe a child has sent us information, write to us and we will delete it.

14. Links to other websites

Our website may contain links to third-party websites (for example, our social media). Cocoon is not responsible for the practices of these websites. We encourage you to read their own privacy policies.

15. Person in charge of the protection of personal information

Cocoon has appointed a person in charge of the protection of personal information, responsible for ensuring compliance with this policy and the law. For any question, request or complaint, you can reach them at:

Person in charge of the protection of personal information – Cocoon
support@trycocoon-quebec.com

16. Complaints

If you are not satisfied with our response to a request or complaint, you can contact the Commission d’accès à l’information du Québec:
www.cai.gouv.qc.ca

17. Changes to this policy

We may update this policy to reflect changes in our practices or in the law. The current version is always posted on this page, with the date of the last update shown at the top. If there is a significant change, we will let you know through a notice on the website or by email.

18. Contact us

For any question about this policy or your personal information:

Cocoon
Email: support@trycocoon-quebec.com