|Light monthly membership||£49||Each month charged on the same day of the month that you originally signed up|
|Light quarterly membership||£132||Every three months, 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|
|Premium quarterly membership||£201||Every three months, 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|
With all of our memberships, you have access to one bag at a time. If you would like an additional bag or second bag, this is an additional charge and can be purchased via either a multi-bag pass or an additional membership.
Each membership plan includes a certain number of complimentary bag swaps, so that you can change your bag each month. The number of swaps in a membership determines the number of times you can change your bag during your membership period.
Depending on the membership plan that you select, 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 only available in our Deluxe collection.
You have the option to hold on to most of our bags for up to three months before they’re due back for freshening up. A limited number of our most in-demand bags are limited to a one-month access period.
Your membership fee, no matter what plan you’re on, includes repairs for general wear and tear plus free next-day shipping and returns.
Welcome! We can take up to one working day to review and confirm your application. When you apply, we carry out a soft background check, which will not affect your credit score and is for identification purposes only. We may request additional information from you to verify your identity, and this could result in a delay of your application and membership start date. If there are significant delays to your application approval, your charge period will be adjusted accordingly.
Once your membership status is confirmed, you will be notified via email, and your bag will be shipped to you via next-day delivery* (the exciting part). See all delivery timeframes across the UK, as they differ by country.
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.
If your membership is declined for any reason, we are unable to provide further details on why this was.
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.
We require all members to give 30-days paid notice if they wish to cancel their membership. While you may request to cancel your membership during any term of free membership, you will be required to complete one full membership payment period before your cancellation as part of your cancellation notice period, and the free membership period is excluded from the 30-day notice period. If you wish to cancel with immediate effect and you are using a 100% free promotional code, you will be required to pay your 30 days notice before your membership can be cancelled.
Your membership begins when you sign up and pay for membership. If you would like to delay your charge date until you have selected a bag, this can be delayed for up to 14 days from the initial purchase period. Simply get in touch via email with firstname.lastname@example.org.
Your charge date can be amended to a specific day of the month. As your membership fees are always paid in advance and not arrears, we will calculate on a pro rata basis, the membership fees owed for the period between your original charge date and the new one, and this will need to be paid on or ahead of the old charge date lapsing. This will be charged on a pro rata basis. This is to ensure that your membership fees are up to date and paid ahead of your new charge date.
You can have one bag at a time with all of our memberships. If you would like an additional bag, you can purchase a multi-bag pass or an additional membership. If you would like to swap more frequently than once a month, you can purchase additional swaps for £10 per swap.
You can have one bag at a time with all of our memberships. If you would like an additional bag, you can purchase a multi-bag pass or an additional membership.
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!
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.
Yes, you have one opportunity to pause your membership for up to 90-days.
Pauses can be requested via email at email@example.com. 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.
Kindly note, if you have paused your membership during any term of free membership, you will not be eligible for any promotional offers in place to entice paused members to unpause their membership early and benefit from savings. If you would like to activate your membership before your 90-day pause period is up, you may do so at any time by contacting firstname.lastname@example.org.
If you would like to cancel your membership during a paused membership term, you may do so by contacting email@example.com. The required 30-day notice period applies. If the pause was originally requested during a term of free membership, you can unpause and begin the 30-day notice period or settle your notice period upfront.
When you pause your membership, your next membership charge date will be moved 90 days 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. 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-day pause period is up, simply get in touch via email at firstname.lastname@example.org and your membership activation date and charge charge date will be brought forward. We will then confirm that your account is active and you can select your new bag.
Though we’d hate to see you go, members may cancel their membership by notifying us of the cancellation request via email at email@example.com. All cancellations are subject to a 30-day notice period on a paid membership. Your 30-day notice period starts from the date that you email us, subject to you having an unpaused and paid membership. Any period of membership that has had a 100% discount code applied will not be counted towards the 30-day notice period. Any paused membership period will not count towards the 30-day notice period.
The required 30-day notice period stands during paused membership periods. If you would like to cancel your membership, you can do so by either unpausing your membership, or by settling your notice period upfront.
A membership cancellation request is accepted once any term of free membership or paused membership has been completed and any amounts owed to us (including outstanding membership fees, damage and repair fees and/or late fees) have been paid.
All membership fees are due in full during the cancellation notice period, and all membership benefits remain in place until the notice period has been completed and your bag is collected.
Kindly note, if you have any unused add-ons (including additional swaps and multi-bag passes) these will be forfeited upon cancellation.
You have an active membership until such time that your bag has been collected and returned to us inline with your cancellation date. During this time, your membership fees are due in full. You will have access to all membership benefits during this time too.
Any unused and paid for membership fees from your cancellation period will be refunded to you, along with your Holding Fee (less outstanding membership fees, damage and repair fees and/or late fees that may be due).
If your membership payment fails, we will attempt to take payment a further four times over the four consecutive days following your initial charge failure. If we do not receive your payment within the outlined timeframe, unpaid fees could be charged and the matter could be passed on to our legal team to escalate further.
To update your payment information on your account:
1. Head to cocoon.club/account and sign in to your COCOON account
2. Once in your account, click Manage Subscriptions
3. Click Billing Information
4. Head to Card on File and click Update Card
UPGRADES AND ADD-ONS
There are two ways for you to have two bags: either long term through an additional membership, or via a multi-bag pass.
Additional memberships are available at the same level as your main membership and are subject to the same terms and conditions as your main membership, including the refundable holding fee.
Multi-bag passes allow you to borrow a second bag from any collection included in your membership tier. Multi-bag passes are available to members who have completed a minimum of one paid month of membership. Multi-bag passes cost £29 per week, and are available to extend for up to four weeks. After four weeks, a full additional membership will need to be purchased in order to continue enjoying your additional bag.
Yes, additional memberships are available at the same level as your main membership and are subject to the same terms and conditions as your main membership, including the refundable holding fee.
Yes, if you would like to swap more frequently than your membership plan allows you can purchase an additional swap for £10. Simply select the new bag you would like and checkout with it - you’ll be prompted to purchase an additional swap during the checkout process.
Multi-bag passes allow you to borrow a second bag from any collection included in your membership tier. Multi-bag passes are available to members who have completed a minimum of one paid month of membership. Multi-bag passes cost £29 per week, and are available to extend for up to one month. After one month, a full additional membership will need to be purchased in order to continue enjoying your additional bag.
You can upgrade your membership plan, or save by switching to a quarterly membership plan, anytime on our website. Simply sign in and head to the Memberships page, select the new membership plan you would like, and checkout with it. If you are interested in accessing a bag in another tier, add the bag to cart and you will be prompted to update your membership to the relevant plan.
The price difference between your current plan and your new plan will be calculated based on the number of days remaining until your next membership charge. Once the balance is paid, your upgrade is complete, and your new ongoing membership fees will be updated on your usual billing date.
If you are upgrading from a monthly to quarterly frequency but continuing with the same membership tier, you will not be charged a daily price difference. Your upgraded membership will come into effect on your next billing date. You will not be refunded any amounts from your current membership cycle if you are staying on the same tier.
To downgrade your membership plan, please get in touch with us at firstname.lastname@example.org. You can only downgrade your membership plan after one paid month on the plan you signed up with. If you downgrade your membership part way through your membership billing cycle and are due back a difference in membership fees, the difference will be applied to your account in membership credit.
No - 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.
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:
1. Ended your membership
2. Returned your final bag to us undamaged
3. Settled all amounts due to us
If you paid a different amount from the current £50 holding fee charge, then you will be refunded the amount you paid.
CONDITION AND AUTHENTICITY
All of our bags are either new or pre-loved styles in pristine condition. Our vintage items have lived a previous life so may of course show some signs of age. Some may also have required repairs (which are always done to the highest standards), but this is all part of the bag’s charm.
If we receive a bag back which has normal wear and tear, we’ll make a judgement call as to whether we want to keep this in the collection for you. When bags are in need of a little TLC, we send them to be repaired to extend their sharing life. When they’re no longer a good fit for the collection, we find a loving owner for them to continue to empower and uplift.
One thing’s for sure, indulging in luxury bags as a COCOON member means you can feel good about being a part of the circular fashion movement.
All of our bags are sourced either directly from brands, authorised sellers or from reputable pre-owned vendors. COCOON is not an authorised seller of the brands it lists on its website, and unless stated, has no association and/or affiliation with the brands whose items are offered within its collection.
All authentication is performed independently by COCOON.
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 email@example.com.
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.
My Account > My Orders
Please contact firstname.lastname@example.org to inquire about cancelling your order within 24 hours of placing it. When you place an order for a bag, we will start preparing the bag for delivery which can take up to one business day. Once your bag has been dispatched, cancellation will not be possible.
If you would like to cancel your membership, please review the FAQ on cancelling your membership, as this is subject to a 30-day notice period.
DELIVERY AND COLLECTIONS/RETURNS
We currently deliver to UK addresses. We will only deliver our bags to the address authorised by you on the initial order, so make sure your delivery address is up to date.
We cannot amend delivery addresses once an order has been dispatched.
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 or one of our other courier services. DPD commits to making every delivery carbon neutral.
For new members: For orders placed and approved before 10:30am Monday-Friday, we’ll arrange next-day delivery for your new style if you are based in England or Wales, or two-day delivery to Scotland and Northern Ireland in two days. For orders placed and approved after 10:30am on Friday or on Saturday or Sunday, we endeavour to deliver on Tuesday.
For existing members swapping their bag: Once your bag has been returned, and it has passed our condition checks, we’ll arrange next-day delivery for your new style if you are based in England or Wales, or two-day delivery to Scotland and Northern Ireland.
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.
Your membership fee includes a certain number of swaps each payment period, and with that, complimentary delivery and collection. If you are looking to change your bag more frequently, you can purchase a £10 additional swap at checkout, which includes complimentary delivery and collection.
If you are swapping for a new bag, a collection for your current bag will be booked for the same business day if the order is placed before 10:30am, or for the next business day if the order is placed thereafter. Collections occur Monday to Friday, 9am to 5pm. We are unable to specify timeslots on collections, but can book a collection window of 3 hours on request. If you require a specific collection window, please contact email@example.com
Kindly note, collections in Scotland require a minimum of one working day’s notice and collections in Northern Ireland require two working days notice. If you are pausing or cancelling your membership, your collection day will be communicated to you. If you are unsure, please contact firstname.lastname@example.org
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.
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, our delivery will arrive with a returns label.
As a COCOON member, it’s your responsibility to ensure you are able to return your bag within the allotted timeframe; whether that’s three months or one month (for our most in-demand bags). Regardless of where you are, your membership requirements still apply and members who are unable to return their bags in time can either be charged late fees or asked to purchase their bag in lieu of returning it.
If you fail to return a bag by the required date, you could be liable for late fees equal to £10 per day until the bag is returned. Late fees will be charged at £10 per day, up to £29 a week, and then £29 per week thereafter until the bag is returned. Any bags not returned after 4 weeks can be considered as not returned, and the member could be liable to pay the full price for the bag.
If you miss two deliveries or collections in relation to one specific order, we will charge for any further delivery attempts in relation to the same order at a charge of £10 per day or collection.
Once we have received your bag back into our warehouse, it is checked for damage and wear and tear, and then processed as being returned. You will receive an email with your order number to update you that your bag has been returned.
If your bag was returned with damage that was not there when the bag was sent out to you, we will send you a separate email outlining the damage and confirming next steps.
When you order a new bag, we will automatically schedule a collection for your current bag. For more information, review our FAQ on returning your bag. You will receive confirmation of your collection timeframe from our delivery partner via text and email.
Once your bag has been returned, we’ll dispatch your new bag order. For more information, review our FAQ on bag deliveries. COCOON will notify you by email when your bag has been dispatched. You will receive confirmation of your collection timeframe from our delivery partner via text and email.
BAG ACCESS AND RESERVATIONS
You can have one bag at a time as standard within each of our membership plans. When you’re ready to change for a new style, swap your current bag for your next pick.
If you would like a second or additional bag, these are available at an additional cost. You can either purchase a multi-bag pass, which gives access to an additional bag at £29 per week (available to extend for up to one month) or you can purchase an additional membership. Terms apply to both of these options, see Multi-Bag Pass and Additional Memberships for more information.
Had your eye on a just-dropped Bottega Veneta bag or a dazzling Prada number that's out with a member? No stress. Simply head to the bag’s page on our website and click Notify Me to start getting email notifications every time that bag comes back in stock. Just be sure to snap it up quickly as it won’t be reserved for you and other members may be keeping an eye on it as well! Find all of the bags you are following in your COCOON account on site, under 'My Bag Notifications'. Here, you can manage your preferences and unsubscribe from a bag notification at any time.
Our bags are available on a first-come, first-served basis. If you’ve fallen for a style that’s out with a member, head to the bag’s page on our website and click Notify Me to start getting email notifications every time that bag comes back in stock.
Please note, when you save items to your wishlist you will not be notified when they are back in stock.
We add new styles to our collection frequently. Sign up to our newsletter so you’ll be the first to know about new bag drops. Make sure to also keep tabs on our ‘What’s New’ and ‘Back in Stock’ edits. 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 can hold on to the majority of our bags for up to three months. A limited selection of our most in-demand styles have an access limit of one-month. You'll be notified by email when it's time to swap. Please note, the minimum period for holding a bag is 24 hours.
Yes, when you add the bag to cart you will be prompted to upgrade your membership at checkout if the bag you want is currently not available in your tier.
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 so that you don’t use up your month’s swap allowance.
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 three months of continued membership, loyal members have the opportunity to contribute a portion of their fees to purchasing a bag. Pretty great perk, right? If you would like to inquire about a particular bag, please reach out to us at email@example.com. Please note, we reserve the right to not sell any bag in the COCOON collection at our discretion without providing a reason as to why the specific bag is not for sale.
Unfortunately we can’t hold bags for you to be delivered at a later date, so please don’t order a new bag for a swap more than 2 business days before being available for the swap.
When you checkout with a new bag, we’ll automatically schedule a collection for your current bag. If you delay your collection or we are unable to collect your existing bag by more than two business days, we may cancel your order and request that you place a new order closer to your collection date.
A swap is when you exchange your current bag for your next bag. With COCOON membership you take home one bag at a time, so when you’re ready for a new style, you can ‘swap’ for your next pick.
Each membership plan includes a certain number of complimentary bag swaps — this is the number of times you can change your bag in each payment period.
Light & Premium monthly memberships: one swap per month
Light & Premium quarterly memberships: three swaps per quarter
Deluxe monthly membership: two swaps per month
Deluxe quarterly membership: six swaps per quarter
If you are on any of our quarterly membership plans, you can space out your swaps as you like within each 3-month payment period.
If you would like to swap more frequently than your membership plan allows, this can be done by purchasing an additional bag swap for £10.
The majority of bags in our collection can be kept for up to 3 months, so if you don’t want to swap frequently, you don’t have to. A limited number of styles in our collection have a one-month limit; you’ll be notified via email when it’s time to swap.
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 bar code label to attach to the box. Please ensure they scan the new label in front of you. They will also provide a card with your collection confirmation number; please keep this in a safe place until you receive a text message confirming that your order has been returned. If the delivery partner is not able to provide both a new bar code label and a card with your collection confirmation number, please hold on to the parcel and get in touch with us immediately to arrange a new collection. 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
Please review our FAQs on Delivery & Returns. One your current bag has been collected and returned to us, we will schedule delivery for your new bag.
Use it or lose it. Dream bags wait for no one.
LOSS AND DAMAGE
Your membership covers service fees and repairs for normal 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, 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. Please see our Terms & Conditions for more information on loss and damage.
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. Please see our Terms & Conditions for more information on loss and damage.
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 membership holding fee.
You’ll be charged for any repairs or cleaning the bag requires to return it back to its original condition. You will also be charged a £20 service fee for all items that need to be repaired following damage to cover administrative and delivery costs we incur from the bag being repaired or replaced. If the bag is beyond repair, you’ll be charged for the full price of replacing the bag.
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. Please see our full Terms and Conditions for more information on loss and theft.
You’ll get all the benefits of monthly membership and more. Redeem your swaps at any point during the three-month period so you can exchange for something new when you want it. Plus, save big — paying every three-months means paying less overall.
If you choose to pay quarterly, you’ll save 20% on Deluxe, 15% on Premium and 10% on Light membership fees.
Yes! When you check out with quarterly membership you’ll save for the entire time you’re a COCOON quarterly member. We’re nice like that.
No stress, the same standard cancellation policy applies - we just need 30 days notice. Please note, any term of free membership or paused membership will not be included as part of the notice period.
With all of our memberships, you get one bag at a time. A swap determines the number of times you can change your bag during your membership period.
With Light and Premium quarterly memberships, you can change your bag up to three times in any three-month period.
With Deluxe quarterly membership, you’ll have the option to change up to 6 times in any three-month period. It’s the equivalent of our standard monthly membership, with added flexibility— you can choose to use your swaps at any time within those three months.
It depends on the bag! You can hold on to most of our bags for up to three months before they’re due back for freshening up. Some of our most in-demand bags are limited to a one-month access period, as noted on our website. If this is your bag (you’ve got great taste), you’ll be sent a reminder when your bag is due back so you can swap for something new.
Yep, you sure can— and you’ll enjoy the same cost savings too.
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 firstname.lastname@example.org.
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.
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.
The bag will be checked for quality and authenticity by our team of in-house experts, who will verify that it conforms with all of the details submitted to us. If your bag is as expected, we will arrange payout per the agreed terms. If your bag is not as expected, we will either return the bag to you or issue a new quote based on the physical assessment.
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.
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.
For existing members, credit applied towards your membership will come into effect ahead of your next charge date.
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.
If you choose to redeem your COCOON credit on a membership you will be subject to the standard £50 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 £50 holding fee.
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.
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.
You can choose to give 1 month, 3 months or never-ending access to the ultimate dream bag wardrobe with a COCOON gift membership (perfect if they’re not yet a member).
If they’re already a member or if you’re not sure which membership they’d like, flexible gift vouchers can be applied to any of our membership plans - perfect for that hard-to-shop-for special someone who's best left to pick what suits them.
We’ll send you an email containing a digital confirmation of your gift and instructions to forward on to your special someone to activate their gift.
For 1 and 3 month gift memberships:After you’ve given your gift, they just need to head to our Memberships page to create a COCOON account and redeem their gift membership by entering their unique discount code at checkout. Once they’ve signed up and chosen their bag, it will be shipped the next working day.
For recurring gift memberships: After you’ve given your gift, they just need to activate their account through setting their password here. Once they've signed up and chosen their bag, it will be shipped in the next working day.
We’ll send you an email containing a digital confirmation of your gift and instructions to forward on to your special someone to activate their gift. They can simply add their gift voucher code at checkout when purchasing a membership or add the voucher to their existing account and start enjoying the benefits of your thoughtful gift.
Let’s be honest, it’s probably best to let them decide. When a new member redeems their gift membership or gift voucher they will be able to pick which bag from our enviable collection they want to kickstart their membership with.
COCOON gift vouchers can be redeemed on any of our membership plans for new and existing members.
Once they sign up, all of our members are able to upgrade and downgrade their membership plans by heading to our Memberships page. The value of their gift membership or gift voucher will remain the same, and any unused credit will be applied to their new membership plan.
If they have any questions prior to signing up, our friendly membership team team is always happy to help.
At the conclusion of their gift membership, COCOON will automatically begin charging the member for the full price of their membership fee on a recurring monthly basis. Cancellation is subject to our standard 30-day paid notice period as per our cancellation terms.
A refundable holding fee and active card check is required to become a COCOON member in case of damages.
For COCOON vouchers and COCOON 1 month and 3 month gift memberships: recipients will be required to pay the refundable holding fee and pass an active card check at check out.
For COCOON recurring gift memberships: gift givers will be required to pay the refundable holding fee and pass an active card check at check out.
For COCOON vouchers and COCOON 1 month and 3 month gift memberships: recipients will be required to pay the refundable holding fee and pass an active card check at check out.
For COCOON recurring gift memberships: gift givers will be required to pay the refundable holding fee and pass an active card check at check out.
If you’re new around here: For 1 and 3 month memberships: Head over to our Memberships page and add your chosen membership to cart. At the checkout add your unique code to redeem your gift.
For recurring memberships: Simply activate your account through setting your password here. Sign in, choose your first bag and have it on your arm tomorrow!
Already a COCOON member: Sign in to your account and head to > My Orders > Manage Subscriptions where you’ll be able to apply your unique code from your gift voucher to your next recurring subscription.
Gift memberships and gift voucher codes must be activated within 6-months of issue.