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FAQs

 

MEMBERSHIP
Types, term, fees and applications

How much does the membership cost and how is it charged?
Your membership will be charged to your registered payment method on your account. We offer the following membership options:


Membership

Cost

Charged

Rolling monthly

£99

Each month charged on the same day of the month that you originally signed up

3 month

£297

One-off upfront payment

6 month

£529 (a 10% saving on our rolling membership)

One-off upfront payment

12 month

£950 (a 20% saving on our rolling membership)

One-off upfront payment


What is included in my membership fee?
Your membership fee ensures your place as a trusted member of the COCOON community, this covers:

  • Bag rental
  • Repairs for normal wear and tear and servicing fees
  • Free delivery for your first bag
  • One complimentary bag swap per month

How long is the minimum COCOON membership?
The minimum membership term for any COCOON membership is 90 days from the membership sign-up date.

I’ve just signed up, what happens next?
Please allow up to 1 working day for your application to be reviewed and confirmed. After 1 working day you can expect to hear from a member of our team who will confirm your membership status and arrange for your bag to be shipped. 

 

How do you validate who can be a member? 

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.

 

Can I pause my membership?
We know circumstances can change so we offer every member the opportunity to pause their membership for up to 90 days. To pause your membership, get in touch with membership@cocoonclub.co.uk and we will arrange for your bag to be collected and put your payments on hold.

 

What happens if I would like to change my payment date?
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 added to your membership fee on your new charge date.

 

What payment methods are accepted?
We accept all major debit and credit cards. All payments on our site are in GBP.

 

How can I apply a discount code?
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.

 

How do I cancel my membership?
The minimum membership term for any COCOON membership is 90 days from the membership start date. A member may cancel at any given time with a 30 day notice period through notifying us of the cancellation request via email at membership@cocoonclub.co.uk.



 

THE HOLDING FEE

 

What is a 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.

How much is the holding fee?
The Refundable Holding fee is £100 for all new members.

When do I get the holding fee back?
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



BAGS

 

What does the bag-care process involve? 
Each bag is subject to a physical inspection by the COCOON Team and numerous sanitisation techniques ensure that bags are thoroughly cleaned. 


What extra precautions are you taking in this current climate?
In addition to our standard care process, 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 anti-bacterial products, and then enclose each bag in protective casing.

 

Condition and authenticity 

What condition are the bags in?
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.

 

How do I know my bag is authentic?
All of our bags are 100% genuine and are certified by external authentication services as well as being checked by our in-house experts. COCOON bags are only purchased from reputable vendors who vouch for their authenticity, details are available on request. In addition, all of our bags are forensically marked and get checked for authenticity every time that they enter and leave our warehouse. If you have any questions over a specific bag, please reach out to membership@cocoonclub.co.uk 




I don’t see a bag I want, what should I do?

New bags arrive in every single week so sign up to our emails to be notified when we’ve had a drop. If you love a bag but it’s out with a member, let us know and we can put you on a waiting list to get it as soon as it’s back. 

 

How do I get visibility on upcoming bags?

The best way to get your hands on the hottest bag is to sign up to our mailing list and we’ll make sure you’re the first to know about new drops.

RENTALS AND RESERVATIONS

 

How many bags total can I rent per month?
You can rent one bag at a time. One free bag swap is included per month for all COCOON members. Beyond your free swap, you can swap as many times as you want for a charge of £10 each time.

How many bags can I have with me at a given time?
You can have one bag on loan at a time. If you would like to 

 

Can I reserve an item?
If you’ve fallen in love with a bag but it’s out with a member, email membership@cocoonclub.co.uk and we’ll make sure you get added to a waitlist to get it when it’s next available.

 

Can I book a bag for a certain date?
Unfortunately, as our members can rent our bags for as long as they like, we don’t have any visibility on when a bag might be coming back into stock and so we can’t guarantee a bag’s availability on a specific date. We do offer a waitlist service so if there’s a bag you’d love to get your hands on, send an email to membership@cocoonclub.co.uk and we’ll make sure you can get it when it’s next available.

 

How long can I rent a bag for?
While most of our members swap their bags once a month, the bags within our collection are available for as long or as little as members desire. The minimum period is 24 hours, and the maximum period is 6 months. A small selection of bags are available for a limited one-month period, these are identified in their product description.

 

What happens if I don't like the bag I get?

We hope that you’ll love the bag you’ve chosen when it arrives but we know sometimes feelings can change. 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 for free.

 

Can I buy a bag on COCOON?
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 support@cocoonclub.co.uk.

 

SWAPPING

 

How often can I swap?

Every member gets one free swap a month. You can swap as many times as you like for £10 each time beyond your allowance.

 

How do I know when I can use my free swap?

You can swap as soon as you’ve paid your membership for the month as long as you haven’t already used your free allowance. If you’re unsure when this is, get in touch with membership@cocoonclub.co.uk and we can let you know.

 

How do I swap my bag?
To swap your bag, simply log in to your account and place an order for your next bag. We’ll then be in touch to organise the collection of your current bag. When we’ve received your bag, checked it over and found it to be in a satisfactory condition, we will send your next one to you. 

 

How long will it take to swap my bag?
For swap orders placed before 11am Monday-Friday, we endeavour to collect your current bag on the same working day before 5pm. The bag will then arrive back with us on the next working day before 12pm. Once we have received and checked your bag, we will send out your next bag choice on a next day service to arrive before 12pm.




DELIVERY AND RETURNS

 

Where can a COCOON bag be shipped to?
We currently deliver to mainland UK addresses. We will only deliver our bags to the address authorised by you on the initial order.

What delivery service is used?
We use DPD as our preferred delivery partner. 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. DPD commits to making every delivery carbon neutral.

How do I send my bag back to you?

We will organise a DPD collection for you, all you need to do is put the bag back in the packaging it was originally delivered in and hand it to the driver.

 

I didn’t get a returns label with my order, do I need one?

Don’t worry, you don’t need a returns label. When you want to swap or return your bag, we will organise a collection and the driver will arrive with a printed label.

 

What happens if I miss my return pick up time?
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.

Do I have to be in to sign for the bag?
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.

When will my bag arrive?
After your membership has been approved, the following delivery timings apply for bag orders:

  • For orders placed and approved before 2pm Monday-Friday, we endeavour to deliver on the next working day before midday.
  • For orders placed and approved from 2pm on Friday or on Saturday or Sunday, we endeavour to deliver on Tuesday before midday.

For bag swaps, the following applies:

  • For swap orders placed before 11am Monday-Friday, we endeavour to collect your current bag on the same working day before 5pm. The bag will then arrive back with us on the next working day before 12pm.
  • Once we have received and checked your bag, we will send out your next bag choice on a next day service to arrive before 12pm.

 

How much does shipping cost?
Your monthly membership fee includes one complimentary shipping and swapping fee per month. If you would like to swap more than once a month, deliveries are £10 each. Payment will be taken from your registered payment method.

How do I know my order has been successfully returned?
We will send you an email to confirm that we have received your bag and it has passed our condition checks.

 

LOSS AND DAMAGE

 

What happens if my bag is subject to light signs of wear?
Your monthly membership fee includes a service charge for light signs of wear. This includes:

  • Natural signs of overtime discolouration
  • Natural signs of wear on metal and hardware
  • Replacement of simple removable parts e.g zips and hooks

Please note that ink stains cannot be removed and will be charged for accordingly

What happens if my bag is damaged in my care?
We understand that accidents happen. If you return a bag with damage which is not considered to be normal wear and tear, we:

  • Will notify you by email within one working day;
  • May need to put your membership and any orders for subsequent bags on hold until the issue has been resolved;
  • Will request a quote for the repair which can take up to two working days;
  • Will be in touch within three working days with a final quote which will need to be settled by you from your registered payment method and/or holding fee.

Please note that ink stains cannot be removed and will be charged for accordingly

What happens if my bag is subject to damage beyond repair?
If the bag is returned to COCOON with damage beyond repair, proven by The Restory, you will be liable for the full price of replacement taken from your holding fee and/or your registered payment method.
Please note that ink stains cannot be removed and will be charged for accordingly

What happens if my bag is lost/stolen?
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.

 

ORDERS

 

Where do I find my order?
My account  > My Orders

How do I cancel my order?
Please contact support@cocoonclub.co.uk to cancel your order within 24 hours of placing it.

How do I pause my order?
If you would like to pause your order and with that, your subscription, please contact support@cocoonclub.co.uk. Our customer service team will respond between the hours of 9.30am - 6pm Monday - Friday. 




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