FAQs
You have questions, we have answers!
MEMBERSHIPS
| Membership | Cost | Charged |
|---|---|---|
| Light monthly membership | £49 | Each month charged on the same day of the month that you originally signed up |
| Premium monthly membership | £79 | Each month charged on the same day of the month that you originally signed up |
| Deluxe monthly membership | £99 | Each month charged on the same day of the month that you originally signed up |
| Deluxe quarterly membership | £249 | Every three months, on the same day of the month that you originally signed up |
There is no minimum membership term however, we require all members to give 30 days paid notice if they wish to cancel their membership. This 30 day paid period starts once any free (100% discounted) membership period has ended.
Welcome! Just give us one working day to review and confirm your application. We carry out a soft background check for all COCOON members, this will not affect your credit score and is for identification purposes only. Once your membership status is confirmed, a member of our team will be in touch to arrange shipping for your bag (the exciting part).
Please note, your registered payment method will be charged at checkout for the value of your monthly membership fee. Should your application be unsuccessful, this will be refunded and reflected on your bank statement within 5-7 working days.
Membership to COCOON is open to UK residents only. We require members to provide their birth date, billing address and sometimes additional identification sources which we may request in order to carry out a soft background check (this will not affect your credit score). We need this information to make sure we know who our applicants are so that we can protect our COCOON members and bags.
Yes, one 90-day freeze is included with each membership plan.
Pauses should be requested via email at membership@cocoonclub.co.uk - once notified, a collection will be booked for your bag for the next business day. Your pause period starts from the day your bag is collected. Any payments that are due will still go through until such time that your bag is collected. Once your pause period starts, there will be no fees due until your membership is reactivated. If your charge date falls on the same day as your collection, your charge will go ahead as normal, and this will be added to your next active membership period.
When you pause your membership, your next membership charge date will be moved 3 months ahead, and any unused membership days will be added to your next active membership period. We do not refund unused membership payments for paused memberships.
If you would like to unfreeze and reactivate your membership at any point during the 90 day period, you may do so by getting in touch with us.
At the end of the 90-day period, your membership will automatically renew and you will start using up any unused membership days and/or be charged your membership fee.
Please be aware that all of our memberships are subject to a 30-day paid notice period, which still stands during and at the end of the pause period.
If you would like to activate your membership before your 90 your 90 day period is up simply get in touch via email at membership@cocoonclub.co.uk and your membership activation date and charge charge date will be brought forward. We will then confirm that your account is active an you can select your new bag.
To upgrade your membership, head to the membership page, select which membership tier you would like and check out with it.
To downgrade your membership, please email us at memberships@cocoonclub.co.uk Kindly note, this is only an option after one paid month on the plan you signed up with.
There is no minimum membership term however, we require all members to give 30 days paid notice if they wish to cancel their membership. If you have a 100% discount on your first month's membership, this is counted as a free month and does not count towards your paid notice period.
Each membership plan includes a certain number of complimentary bag swaps— think of these as the number of bags you can rent in each payment period. For example: Deluxe monthly members can rent up to 2 bags each month; Deluxe quarterly members can rent up to 6 bags every 3-months. Remember, you can have one bag at a time.
Depending on your plan, you’ll unlock access to different areas of the COCOON collection— with Light, you gain access to the Light collection; with Premium, you gain access to the Light and Premium collections; with Deluxe, you gain access to our entire collection, including our most coveted bags.
You have the option to hold on to most of our bags for up to 6 months before they’re due back for freshening up. Please note, some of our most in-demand bags are limited to a 1-month rental period, as noted on our website.
Your membership fee, no matter what plan you’re on, includes repairs for general wear and tear plus free next-day shipping and returns.
We can change your charge date to a date within 30 days of your original charge date. However, we would need to calculate any membership fee amount owed for the period between your original charge date and the new one. The amount for the difference between your charge dates will be charged back to you ahead of the new payment date .
Please email us at memberships@cocoonclub.co.uk to request date changes.
We accept all major debit and credit cards. All payments on our site are in GBP.
Discount codes can be applied at checkout when purchasing a membership. Alternatively, if you already have a membership, you can apply a discount code via My Orders > Manage Subscriptions > Apply Discount Code.
Though we’d hate to see you go, members may cancel their membership at any given time with a 30-day paid notice period by notifying us of the cancellation request via email at membership@cocoonclub.co.uk. Your 30-day paid notice period starts from the date that you email us, subject to you having a paid membership.
Please note, you can only cancel your membership after one paid month on the plan you signed up with. If you have a 100% discounted (free) first month's membership, this does not contribute towards your 30 day paid notice period.
Check out our handy FAQs here on all things gifting.
Check out our handy FAQs here on all things gifting.
From time to time, COCOON will run promotions that allow you to benefit from increased savings when you sign up for membership. It’s our way of saying thank you for committing to a circular fashion future with us. COCOON reserves the right to end this offer at any time at our discretion. Want savings but can’t see a promotion? Why not try our quarterly memberships which come with discounted rates all the time!
No, never. We know life happens and things change so there is no service fee charged for upgrades or downgrades. That includes if you’d like to switch to a quarterly membership plan.
You can upgrade your membership plan, or save by switching to quarterly membership, anytime online. Simply sign in and head to the Memberships page, select the new membership plan you would like, and checkout with it. Likewise, if you are interested in renting a bag in another tier, add the bag to cart and you will be prompted to update your membership to the relevant plan.
To downgrade your membership plan, please get in touch with us at memberships@cocoonclub.co.uk, a minimum of 30-days before your next billing date. Kindly note, you can only downgrade your membership plan after one paid month on the plan you signed up with.
There’s no limit to how many times you can upgrade or downgrade your membership plan — we like to be flexible.
THE HOLDING FEE
We require all members to pay a refundable holding fee on signing up for a membership, this will be automatically added to your cart and will be shown as a separate line item. We will hold the refundable holding fee against your account for the duration of your membership in case of loss, damage or overdue fees. It can also be used as a downpayment towards a bag should you fall in love with one and not want to part with it.
The refundable holding fee is £50 for all new members.
Your holding fee will be refunded to your original payment method when you have done all of the following:
Ended your membership
Returned your final bag to us undamaged
Settled all amounts due to us
CONDITION AND AUTHENTICITY
All of our bags are either brand new or pre-loved and in new/mint condition. Our vintage items may of course show some signs of age, but this is all part of the bag’s charm.
All of our bags are either brand new or pre-loved and in mint condition. Our vintage items may of course show some signs of age, but this is all part of the bag’s charm. All of our bags are 100% genuine, sourced from the most reputable vendors, and are certified by external authentication services as well as our in-house experts. In addition, all of our bags are forensically marked and checked every time that they enter and leave our warehouse. If you have any questions regarding a specific bag, please reach out to membership@cocoonclub.co.uk.
BAG CARE PROCESS
Each bag is subject to a physical inspection and rigorous care process after being returned from a member, to ensure it is thoroughly cleaned. We have recently introduced additional sanitisation measures to safeguard our bags, without compromising the quality of materials across our collection of new season, pre-owned and vintage styles. We disinfect using industry-approved cleaning reagents, and enclose each bag in protective casing.
In addition to our standard care process, we have recently introduced additional sanitisation measures to safeguard our bags. Upon return into the business, bags are subject to a 24-hour holding period before being handled by our delivery fulfilment team. We disinfect using industry-approved anti-bacterial products, and safely enclose each bag in protective casing. Our delivery fulfilment team wear protective equipment (including masks and gloves) in-line with government guidance. We've imposed an additional holding period from the time bags are prepared for send-out by our delivery fulfilment team to the time they are received by our members, and offer contact-free delivery through our delivery partners.
ORDERS
My account > My Orders
Please contact membership@cocoonclub.co.uk to cancel your order within 24 hours of placing it.
If you would like to cancel your membership, please email us, however, please review the FAQ on cancelling your membership, as this is subject to a 30 day paid notice period.
If you would like to pause your order and with that, your subscription, please contact membership@cocoonclub.co.uk. Our customer service team will respond between the hours of 9.30am - 6pm Monday - Friday.
DELIVERY AND RETURNS
We currently deliver to mainland UK addresses. We will only deliver our bags to the address authorised by you on the initial order, so make sure it’s up to date.
COCOON bags can be delivered to a hotel, or another address as long as you are present to sign for the bag.
COCOON bags are delivered directly to your authorised address via our delivery partner, DPD. All of our bags are sent via a next day, pre-12pm tracked and signed-for service which includes the option to change your delivery when it's on the way to you. We encourage members to download the DPD app to stay on top of the latest updates with their order.
DPD commits to making every delivery carbon neutral.
If you have requested a new bag, your collection will be booked next business day if the order is placed after 10:30am, same business day if the order is placed before 10:30am. If you are pausing or cancelling your membership, your collection day will be communicated to you. If you are unsure, please contact membership@cocoonclub.co.uk
1. Please ensure that you put your current back back into a safely sealed box
2. If reusing your original COCOON box (or any box), you must remove any original shipping labels
3. Your driver will arrive with a new label. Please ensure that the driver labels and scans the box in front of you when collecting it
Failure to follow the steps above could lead to your bag going missing / getting lost, so please ensure these steps are followed correctly.
Don’t worry, you don’t need a returns label.
Please follow these steps when returning your bag:
1. Please ensure that you put your current back back into a safely sealed box
2. If reusing your original COCOON box (or any box), you must remove any original shipping labels
3. Your driver will arrive with a new label. Please ensure that the driver labels and scans the box in front of you when collecting it
If you are not there to hand over the bag to the courier at the agreed pick up time, a late fee of £10 per day will be charged until the bag is returned.
Our bags will only be delivered if they are signed for at the address agreed for delivery and will not be left without a signature.
After your membership has been approved, the following delivery timings apply for bag orders:
For orders placed and approved before 12pm Monday-Friday, we endeavour to deliver on the next working day.
For orders placed and approved from 12pm on Friday or on Saturday or Sunday, we endeavour to deliver on Tuesday.
Your monthly membership fee includes one complimentary shipping and swapping fee per month. If you’re desperate for more bag newness (we get it), additional swaps can be purchased for £10 each, which includes shipping fees. Payment will be taken from your registered payment method.
We will send you an email to confirm that we have received your bag and it has passed our condition checks.
Collection - When you request a new bag we will immediately schedule a collection for your current bag for the same-day, if the order is placed before 12pm; or for the next working day. You will receive confirmation from our delivery partner via text and email. You will also be notified of your collection timeframe.
Delivery - Once your bag has been returned, we’ll arrange next-day delivery for your new style. COCOON will notify you by email when your bag has been dispatched. You will also receive a text and email from our delivery partner to confirm your delivery timeframe.
Yes! Although it may just take a little longer; we currently offer two-day shipping to Northern Ireland.
RENTALS AND RESERVATIONS
You can have one bag at a time. When you’re ready for a new style, swap your current rental for your next pick. You can also rent a second bag for a week at a time from any collection included with your plan with a multi-bag pass add-on (exclusions apply). You can purchase this on site.
Our bags are available on a first-come, first-served basis. If you’ve fallen hard for a style that’s out with a member, reach out to our membership team at membership@cocoonclub.co.uk.
The best way to get your hands on the hottest bags is to sign up to our mailing list and we’ll make sure you’re the first to know about new drops.
You can hold on to most of our bags for up to six months before they’re due back for freshening up. Some of our most in-demand bags are limited to a one-month rental period, as noted on our website. If this is your bag, we’ll send you a reminder when it’s due back so you can swap for something new.
The minimum period for holding a bag is 24 hours.
When you add the bag to cart you will be prompted to upgrade your membership to the tier that the bag belongs to.
We hope you’ll love the bag you’ve chosen when it arrives, but we know it's not always the case. If you’re not head over heels for your bag, you can contact us within 24 hours of it being delivered and we’ll happily swap it for another.
We add new styles to our collection every week. Make sure to sign up to our emails to be the first to hear about them. If you’re after a bag not yet in our collection, let us know! We’ll see what we can do (plus we always love to hear from you).
You may fall for a bag in our collection and want to call it your own - we get it, love is a crazy thing! After six-months of continued membership, loyal members have the opportunity to contribute a portion of their fees to purchasing their chosen bag. Pretty great perk, right? If you would like to inquire about a particular bag, please reach out to us at membership@cocoonclub.co.uk.
Unfortunately not— when you checkout with a new bag, we’ll immediately schedule a collection for your current bag. Once your bag has been returned, we’ll arrange next-day delivery for your new style. We cannot hold bags for you to be delivered at a later date.
SWAPPING
Each membership plan includes a certain number of complimentary bag swaps— think of these as the number of bags you can rent in each payment period (for example: Deluxe monthly members can rent 2 bags each month; Deluxe quarterly members can rent 6 bags whenever they choose every 3-months). If you’ve exceeded your swap allowance, you can purchase additional swaps for £10 each to satisfy your bag cravings.
Yes, when you place your first order, the bag you select will count as your first swap.
With Light and Premium monthly membership, this means you can swap for a new bag after one month’s time. Deluxe monthly members can swap for a new bag (using their second monthly swap) at any time in their first month. If you are a COCOON quarterly member you are free to redeem the swaps included in your plan at any point within the 3-month payment period.
Sign in to your COCOON account and check out with a new bag. We’ll schedule a collection for your current bag - please return in the original box (or similar), removing any old address labels and sealing securely with tape. On collection, our delivery partner will provide a new address label to attach to the box. Please ensure they scan the new label in front of you. Once your bag has been returned, we’ll arrange next-day delivery for your new style. You will receive an update once the bag has been dispatched.
For swap orders placed during business hours, Monday-Friday, we will endeavour to collect your current bag and deliver your new bag on the next working day before 5pm.
Use it or lose it. Dream bags wait for no one.
LOSS AND DAMAGE
Your membership covers service fees and repairs for general wear and tear. If you’re worried about any marks or damages at all, always speak to us first so we can advise on the best action to take (we’d rather just know!).
A £50 refundable holding fee is required to become a COCOON member; covering you in case of light repairs. This fee will be held against your account for the duration of your membership.
We consider general wear and tear to include things like natural signs of discolouration over time and natural signs of wear on any leather, metal or hardware the bag has. We also include replacement or repair of simple removable parts such as zips or hooks.
Damages caused by, but not limited to: Makeup, moisture, liquids, inks/ink stains, paints, sharp objects, dirt or grime, grease, oil, perfume, food, strong variations in temperature, excessive sunlight, humidity, impact/shock. Tears, rips and scuffs may also be considered to be damages beyond general wear and year.
Get in touch with our membership team, so we can advise on the best action to take. Once we've assessed your bag, we’ll notify you by email within one working day and provide more information. We then request a quote from The Restory, our repair partner, within two working days. We’ll be in touch within three working days after that with a final quote. During this time we reserve the right to put your membership and any orders for subsequent bags on hold until the issue has been resolved. COCOON also reserves the right to charge the full amount of the final quote to your registered payment method and/or take this from your £50 membership holding fee.
You’ll only be charged for any repairs or cleaning the bag requires to return it back to its original condition. If the bag is beyond repair, you’ll be charged for the full price of replacing the bag. You will also be charged for all administrative and delivery costs we incur from the bag being repaired or replaced.
If the bag is lost or stolen, you will be liable for the full price of replacement taken from your holding fee and your registered payment method.
COCOON Refresh
With COCOON Refresh, sell your luxury bags directly to COCOON for cash (up to 50% of the bag valuation) and COCOON credit. Part ways with precious styles taking up space in your closet. Apply credit towards COCOON membership and membership add-ons to refresh your handbag wardrobe as often as you'd like. Sell directly to COCOON, earn and enjoy.
We are currently accepting COCOON Refresh submissions for handbags from brands listed in our online form. Kindly note, we are not currently accepting submissions for small leather goods.
If you would like to sell a bag from a brand which isn't listed in the COCOON Refresh form, please contact membership@cocoonclub.co.uk.
COCOON credit can be applied towards COCOON membership or used to purchase membership add-ons, including: bag swaps, multi-bag passes, gift memberships and the £50 refundable holding fee, required for new members.
Selling with COCOON is quick and straightforward. Receive a quote with three working days; earn cash (up to 50% of the bag valuation) and COCOON credit, which you can apply towards any COCOON product. It’s that easy.
Verify that your bag meets our acceptance guidelines and fill out our online form. Once you’ve submitted the form, we’ll assess your application based on our valuation criteria and provide a quote within 3 working days. Let us know your preferred payout method - cash (up to 50% of the bag valuation) or COCOON credit. Time to send us your bag. Our membership team will coordinate a free collection for you. Once we’ve received your bag, we evaluate and assess for quality and authenticity. If your bag is approved, we’ll process your chosen payout method.
We’ll let you know within 3 working days whether we’d like to buy your bag and, if so, provide a quote. We’ll outline your payout options along with your quote.
You should be able to provide us with the authenticity cards as well as proof of purchase (this includes the original receipt or order confirmation correspondence). Ideally you should also be able to provide us with all of the accessories that the bag came with when it was purchased (or let us know in the form if anything is missing) - original packaging is a bonus! We are open to brands not listed in the COCOON Refresh form and evaluate styles on a case by case basis. Review our condition scale, included in the COCOON Refresh form, and make sure that the condition of your bag falls within this.
You should provide us with as much information as possible for your bag, including documents that confirm proof of purchase (this includes the original receipt or order confirmation correspondence). Please note that the following brands will only be accepted with receipt or proof of purchase: Goyard, Louis Vuitton and Chanel.
Our team of in-house experts evaluate the bag based on the information provided. The value of the bag could be enhanced if the original packaging and proof of purchase are available. Criteria including current market conditions and current market value are also considered as part of the valuation process.
We’ll outline your options when we send you a quote. You can choose to be paid in COCOON credit, or a combination of cash and credit. Maximum cash payout is 50% of the bag valuation. A minimum of one month COCOON membership needs to be redeemed. Where possible, COCOON will always round up to the nearest half month when exchanging into membership value.
We will arrange payout for your bag once we have received it and it has passed the physical inspection. If you have requested COCOON credit as full or part payout for your bag, please allow up to two working days for our team to register and credit your account. Any cash payouts will be made via bank transfer on the last working day of the month.
From time to time, COCOON will run promotions that allow you to win big when you transform your pre-loved bags into COCOON credit. To celebrate the launch of COCOON Refresh, we’ll be offering a bonus 30% in COCOON credit above the cash value, for every bag sold, so you can get more out of your COCOON experience. It’s our way of saying thank you to our loyal members. COCOON reserves the right to end this offer at any time at our discretion.
It’s completely up to you whether you decide to accept our offer and sell your bag to us. If you accept the offer and then decide to change your mind, you have up until we’ve sent you confirmation that your bag has been checked and approved by our team and that we’ve arranged payout as per the agreed terms. In which case, COCOON will return your bag to you free of charge.
We aim to offer you the best price for your bag, based on the information that you have submitted. If you feel that your bag was undervalued, we’d be happy to have that conversation with you.
Yes, you can apply part payment (cash or COCOON credit) towards purchasing a bag on COCOON, subject to our bag purchase terms and conditions.
Once we have sent you a quote, you have fourteen business days to accept or reject any payout offer. If we do not hear from you by this point, the offer is withdrawn. Any further conversations or negotiations around the bag will require a new valuation, which may differ from the original offer.
If you choose to redeem your COCOON credit on a membership you will be subject to the standard £100 refundable holding fee. This fee is required to join COCOON, and will be held against your account for the duration of your membership in case of damages. You can use your COCOON credit on this £100 holding fee.
In line with our circular model, styles that meet the acceptance guidelines and quality criteria will enter the COCOON collection and be kept in mint condition for our members to enjoy. Incorporating circular thinking into our supply - how we source the best brands and styles to build the COCOON collection - is part of our long-term vision for a circular fashion future.
COCOON credit will be applied to your account within two working days following final acceptance and confirmation of sale by both parties. If you would like to delay the start of your membership, this can be done by speaking to our friendly membership team. You have up to 6 months from the sale confirmation date to start using your membership credit.
Any bag that we buy through COCOON Refresh is subject to the same rigorous authentication process that all of our bags go through. Our team of experts check for appropriate brand markings including date codes, serial numbers and holograms. In addition to these physical checks, we also use industry-approved technology to support this process.
We will organise a complimentary collection of your bag. All you need to do is ensure your bag is securely packaged and sealed for its journey, to avoid it being damaged, crushed or easily tampered with en route.
We’ll arrange up to two collection attempts free of charge. Costs incurred for any additional attempts will be taken out of the agreed selling price of the bag.
My question isn't listed here. How do I get in touch?
You can email membership@cocoonclub.co.uk or visit our Contact Us page for more contact details.
