All of our membership plans include access to one bag at a time as standard. To access a second bag, read on to learn more about weekly Bag Passes.

Each full time membership plan includes a certain number of complimentary bag Swaps which allow you to exchange a style that you are accessing with your membership for a new bag. The number of swaps included in each full time membership plan determines the number of times you can exchange for a new bag in each payment period (monthly or quarterly).

Depending on the membership plan that you select, you’ll unlock access to different areas of the COCOON collection— with Premium, you gain access to the Premium collection; with Deluxe, you gain access to the Premium collection as well as our most coveted bags only available in the Deluxe collection.

You can hold on to a bag that you have ordered with a membership swap for the full access period (as noted on each bag’s page) before it’s due back for a freshening up. This will either be one month or three months. If you have ordered a bag with a Bag Pass, you have access to this bag for one week.

When you place a bag order on COCOON, you will be charged our standard next-day delivery fee of £4.95 (Monday-Saturday delivery). Your membership fee includes one free return collection per order. If you miss a return collection, we will schedule another collection for the next working day and charge you a £10 missed collection fee. You will be charged an additional £10 for each subsequent collection attempt until the bag has been returned. Please note Late Fees are separate to Missed Collection Fees, and you could be charged both fees if a bag is not returned and a collection is missed. Both fees are necessary for us to continue to offer our members the best value. 

Welcome! Once you have purchased a COCOON membership, there are two key stages to our approval process: ID verification and a soft background credit check. If you’ve signed up to a bank account recently, you’ll be familiar with the software - we use the same providers as a number of large banks, credit providers and other types of large institutions, so you can be sure we are putting your privacy and data security first. We need this information to ensure we know who our applicants are so that we can protect our members and the bags in our collection. We only use this information to confirm your identity, and nothing else. Below we outline what these two steps entails.

Following your purchase, you will be asked to confirm your identity through our secure third party ID verification partner, accessible through our accounts portal. You will be required to submit a photo of a government- issued ID, ideally a UK driver's licence which includes your address (although a passport or ID card is also accepted). This will then be matched with a live selfie, to prove your identity alongside the ID provided.

Please note that your COCOON application is not complete until you have completed the ID verification process. If you have placed an order for a bag with your membership, the bag will be reserved for 7 days before it is cancelled. If you do not complete your ID verification within 30 days of checking out with membership, your membership will be cancelled and refunded, and you will have to re-apply.

We also carry out a soft credit check, the results of which will be taken into account when reviewing your membership application. This credit check will not affect your credit score.

If there are significant delays to your application approval, your charge period will be adjusted accordingly when your first order is shipped out.

Once your membership is approved, you will be notified via email, and you are free to place your first bag order. If you have already placed an order for a bag, this will be shipped to you via next-day delivery* (the exciting part). See all delivery timeframes across the UK, as they differ by country.

If your membership is declined for any reason, you will receive an automated email confirming your declined application and you will receive a full refund to the original payment method within 10 working days. COCOON is unable to provide any details on exactly why a membership is declined. Please be aware that reasons could include a high fraud score and/or a poor credit rating.

Membership to COCOON is open to UK residents only. As part of the registration process, you will be required to verify your identity and location on our website and we also carry out a soft credit check, the results of which will be taken into account when reviewing your membership application. For more information, read our FAQ on the sign up process here. 

When submitting your information during the ID verification process, you need to ensure that your full name matches the name on your government- issued ID and the information you have provided is free of errors. We also advise that you complete your ID verification in one go, as if you leave mid-way, your information will not be saved and you will have to start the verification process again which will delay your membership application.

Please contact membership@cocoonclub.co.uk if you have any issues.

You can check the status of your ID verification within your account portal on our website. You will find this under ‘my membership’. Once we’ve successfully verified your identity, you will receive an email to confirm that your application has been successful. If for any reason your membership has been declined, you will be notified by email.

Membership to COCOON is open to UK residents only. As part of the registration process, you will be required to verify your identity and location on our website and we also carry out a soft credit check, the results of which will be taken into account when reviewing your membership application. For more information, read our FAQ on the sign up process.

At COCOON, our aim is to provide the ultimate value and variety for our members and our community, and in order for us to deliver this, we require new members to commit to a minimum of 60 days on a monthly membership plan, and 90 days if on a quarterly or Flexi plan.

Any promotional or discounted membership period may be included within the minimum term. Any 100% free or 100% discounted promotional period is excluded from your 30 day paid cancellation notice period. Any paused membership period is excluded from the minimum membership term period.

All memberships have a 30 day cancellation notice period. While we would hate to see you go, if you do want to cancel, email us at membership@cocoonclub.co.uk to provide your 30 day cancellation notice. Your notice starts on the day you email us, provided that you will have served your minimum term before your 30 day cancellation notice period concludes.

If you decide to cancel without serving your minimum term, you will be required to pay the full price of the minimum membership term before your membership is cancelled. If you are currently on a 100% free promotional membership period, you will be required to pay for the remainder of your minimum membership term 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. If your membership application has been significantly delayed, your membership start date will be adjusted in line with your delay. Your membership fees will be charged on the same day of the month following your delayed start date. 

 Simply get in touch via email with membership@cocoonclub.co.uk.

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.

Full Time Members: You can have one bag at a time as standard when accessed through your membership. If you would like an additional bag, you can purchase an additional membership or a weekly Bag Pass (from your second membership charge onwards) to access a second bag from the full collection for one week at a time. To learn more about Bag Passes, read our FAQs. If you would like to swap your primary bag more frequently than your membership plan allows, you can purchase additional swaps to indulge in more bag newness.

Flexi Members: You are unable to access more than one bag at a time with a Flexi membership. If you would like to change to a full time membership plan (Premium or Deluxe), please contact our membership team.

Full Time Members: You can have one bag at a time as standard when accessed through your membership. If you would like an additional bag, you can purchase an additional membership or a weekly Bag Pass (from your second membership charge onwards) to access a second bag from the full collection for one week at a time. To learn more about Bag Passes, read our FAQs. If you would like to swap your primary bag more frequently than your membership plan allows, you can purchase additional swaps to indulge in more bag newness.

Flexi Members: You are unable to access more than one bag at a time with a Flexi membership. If you would like to change to a full time membership plan (Premium or Deluxe), please contact our membership team.

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.

We offer members one opportunity to pause their membership once for up to 6 months, and the pause period can only start once you have paid your first membership payment. Therefore, any 'free' or discounted membership period is excluded from your pause period, and your pause can only commence once your first membership payment has been made. You can pause multiple times during your membership, and the minimum pause period is one month.

Pauses can be requested via email at membership@cocoonclub.co.uk. Once notified, a collection will be booked for your current order for the next business day. The pause period starts from the day the bag is collected. Any payments that are due will still go through until such time that the 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.

If you would like to activate your membership before your 6 month pause period is up, you may do so at any time by contacting membership@cocoonclub.co.uk.

If you would like to cancel your membership during a paused membership term, you may do so by contacting membership@cocoonclub.co.uk. The minimum term period and cancellation notice period applies during a paused period. If you would like to cancel without serving the full minimum period or cancellation notice period, you will be required to pay for the minimum term and/or your cancellation period upfront before your membership can be cancelled. 

When you pause your membership, your next membership charge date will be moved 6 months ahead, and any prepaid days you had previously, will be allocated to your new billing period, or can be exchanged for credit towards other membership products like a Bag Pass or different membership type. We do not refund unused membership payments for paused memberships. At the end of the 6 month 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 6 month pause 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. Any prepaid days you had previously, will be allocated to your new billing period, or can be exchanged for credit towards other membership products like a Bag Pass or different membership type. We will then confirm that your account is active and you can select your new bag.

All memberships have a 30 day paid cancellation notice period and a 60 day minimum membership term for monthly members, and 90 day minimum term for quarterly members.

While we would hate to see you go, if you do want to cancel, email us at membership@cocoonclub.co.uk to provide your 30 day cancellation notice. Your notice starts on the day you email us, provided that you will have served your minimum term before your 30 day cancellation notice period concludes. Any free or promotional period is excluded from your 30 day cancellation period, as the cancellation period is strictly on a paid-for-basis. Any paused membership period will not count towards the 30-day notice period.

If you request to cancel your membership without serving your minimum term, you will be required to pay the full price of the minimum membership term before your membership is cancelled. If you would like an immediate cancellation and are currently within a free or 100% discounted promotional membership period, you will be required to pay for the remainder of your minimum membership term before your membership can be cancelled.

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 order is collected. Your membership charge will continue to go ahead in full, and failure of membership payment could result in legal action being taken against delinquent members.

Kindly note, if you have purchased any unused add-ons (including additional swaps and weekly Bag Passes), these will be refunded on cancellation. If COCOON has gifted you add-ons during your membership period, these will be forfeited on cancellation.

You have an active membership until such time that your order has been collected and returned to us inline with your cancellation date. During this time, your membership fees are due in full, and all payments will be taken as normal. All of your membership benefits remain in place during the cancellation period, and you continue to have access to our collection and are able to swap your bag.

Please be aware that any members with missed payments during their cancellation period will be considered delinquent members, and referred to our legal department for follow up in line with any missed payments.

Any unused and paid-for membership fees from your cancellation period will be refunded to you on a pro-rata basis along with your Holding Fee (less outstanding membership fees, damage and repair fees and/or late fees that may be due).

If any additional fees are due, these will be settled from any fees we hold, and we may also request that you settle any outstanding fees to us before your membership is considered cancelled. Any members with fees that are more than 8 days overdue are considered delinquent members and will be referred to our legal team for further action. Please see our terms and conditions for further details on how we address delinquent payments. 

If your membership payment is declined on the date your recurring charge is due, you will be notified by email and requested to update your payment details and/or make funds available. We will make 5 subsequent attempts to charge your registered payment method in the 5 calendar days following the failed payment. If we are unable to take payment after 5 attempts, we will arrange a collection for the bag. If we are not able to collect the bag from you, you will be charged late fees for the bag in your possession as well as missed collection fees for any failed collection attempts. After 8 days from the first day of failed payment, your membership will be considered inactive and you will be liable for the full value of the bag. From this point you will be charged 8% interest for any unpaid membership fees as well as the value of the bag if this has not been returned. We reserve the right to move forward with legal action should the fees remain unpaid and/or the bag not returned after 14 days from the first day of failed payment. We will notify you of our plans to pursue any legal action after 9 days from the first day of failed payment.

As a COCOON member, it’s your responsibility to ensure bag orders are returned within the allocated time frame. This will either be one month or three months, as noted on each bag’s page. If you fail to return a bag by the required date you will be liable for late fees that equal to £10 per business day until the bag is returned (totalling £50 each week). Separately, if you miss a return collection for a bag, you will be charged a £10 missed collection for each failed collection attempt.

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

Our priority at COCOON is delivering the best value and the best edit of bags for you. Unfortunately with increasing bag prices, we’re currently unable to offer a Light membership that meets our high standards at this time. We have also paused Light Bag Passes. Styles that were previously in the Light collection are currently sitting in the Premium and Deluxe collections. We hope you understand the need for these membership updates; it means you can feel 100% confident in the value and quality of experience you’re getting as a COCOON member.

Yes, as a COCOON member you can enjoy exclusive discounts on styles purchased on COCOON. Please refer to our Purchasing & Resale FAQ for more information. 

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 membership fees.

At COCOON, our aim is to provide the ultimate value and variety for our members and our community, and in order for us to deliver this promise, we require new members to commit to a minimum of 60 days on a monthly membership plan, and 90 days if on a quarterly plan. All memberships have a 30 day cancellation notice period. 

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.

All memberships have a 30 day cancellation notice period, and our quarterly memberships have a minimum term of 90 days. While we would hate to see you go, if you do want to cancel, email us at membership@cocoonclub.co.uk to provide your 30 day cancellation notice. Your notice starts on the day you email us, provided that you will have served your minimum term before your 30 day cancellation notice period concludes

With all of our memberships, you get one bag at a time. A swap determines the number of times you can exchange a bag for a new style during your membership period.

With Premium quarterly membership, 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 you have ordered a bag with a one-month access limit, you’ll be sent a reminder when the bag is due back so you can swap for something new.

Yes, you can— and you’ll enjoy the same cost savings too.

Sign up with Flexi Membership and pay one upfront fee of £19 to gain access to our full collection forever. Your Flexi Membership will be an unlimited COCOON subscription where you can purchase weekly Bag Passes to take home a bag for one week at a time (e.g. fallen for a style in the Deluxe Collection? You’ll need a Deluxe Bag Pass to access it). No pass, no play.

You also have the freedom to keep a bag on a rolling weekly basis until you reach the bag’s access limit (1 month or 3 months). If you would like to hold on to your order you’ll have the option to extend your active Bag Pass and you’ll automatically be charged for another week. If you don't extend your active Bag Pass, a collection will be scheduled for the bag.

You're free to choose your next fling whenever you're ready. If you order a new bag with a weekly Bag Pass while you have an active weekly bag pass, we'll automatically schedule a collection for the current bag before preparing the new bag for shipment (even if it hasn't been a full week). 

This is a little different from our full time membership plans, where you always have a bag on you (and have the option to access a second bag for a week at a time).

As a Flexi member, you cannot pause your membership.

Having trouble finding your perfect match? Sign up to our newsletter and follow us on social (@cocoonclub) 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 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.If you decide to cancel and you have pre-purchased unused Bag Passes, these will be refunded on cancellation.

If you’re craving continuous bag newness, and want to take your COCOON experience to the next level, get in touch with our friendly membership team to upgrade to one of our full time membership plans. Any pre-paid membership fees will be applied to your first membership payment on your new plan. Any pre-purchased Bag Passes will remain on your account for you to use as a full time member (allowing you to access a second bag from any collection for one week at a time).

Additional swaps are reserved for our full time Premium and Deluxe members who always have a bag with them and who get a certain number of complimentary swaps included in their membership and who may want to add more. Sound interesting? Find out more about full time memberships here.

Our Flexi membership has a minimum term of 90 days. 

Our Flexi membership is a forever membership without a recurring charge - simply use our service as of when you need to! If however, you decide to cancel (and we would hate to see you go) email us at membership@cocoonclub.co.uk. The standard 30-day cancellation notice applies

Yes, it does. We’ll be in touch 35 days before the end of your Flexi Membership term to let you know that your membership will be automatically renewed. If you do not want it to renew and you’d like to cancel, make sure to let us know right away and you’ll need to give 30 days notice as per our standard cancellation policy. 

If you are a full time member and you would like to have a second bag, you can purchase a Bag Pass to access a second bag from any collection for one week at a time. Therefore the maximum number of bags you can access at a given time with any full time membership is two.

Kindly note, Bag Passes are only available to full time members from their second membership charge onwards. For more information, see FAQs on Bag Passes.

Flexi members can only have access to one bag at a time.

Yes, if you are a Full Time member and you would like to swap more frequently than your membership plan allows, you can purchase an additional swap for £20 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.

Additional Swaps are not available to our Flexi members.

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 membership@cocoonclub.co.uk. 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.

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.

For full time members (on our Premium and Deluxe plans) a Bag Pass allows you to access a second bag from any COCOON collection, regardless of your membership tier. For Flexi members, a Bag Pass allows you to access any bag in the full collection for one week at any time during your Flexi Membership term. You can pre-purchase Bag Passes and these will sit in your account, or purchase as you go. Bag Passes are priced according to collection.

Each Bag Pass is associated with one bag only, on a rolling week basis (a rolling week is up to 7 days, but can also be less than a full week). If you would like to access the bag for less than 7 days, you will still be charged the full 7 day rate. One Bag Pass cannot be used across multiple bags during this 7 day / week period.

You have the option to keep the bag associated with your Weekly Bag pass on a rolling weekly basis, until the bag's access limit is reached (1 month or 3 months).

The Weekly Bag Pass fee will automatically be charged to your card on file every 8 days until the bag is returned, and during this time, your Weekly Bag Pass will be considered Active.

You can only have one active Bag Pass at a time, and therefore the maximum number of bags you can have with your Membership is two bags at any one time.

If you wish to redeem a pre-purchased Bag Pass, simply go to a desired bag's bag, tap "Access this bag', and choose to checkout with an existing Bag Pass. Keep in mind that the Bag Pass collection needs to match the collection the bag is in. If you have pre-purchased Bag Passes and choose to extend your current active Bag Pass, you will not be able to apply any already purchased Bag Passes as the charge.

A Bag Pass is active when it is being used to access a bag. Once the bag associated with an active Bag Pass has been returned, the Bag Pass term is considered complete and will not become active again.

Each Bag Pass can be used to access one specific bag. If you have pre-purchased a Bag Pass, this will become active when you select to use it on the product page.

You can only have one active Bag Pass at a time. If you order a new bag with a weekly Bag Pass while you have an active weekly bag pass, we'll automatically schedule a collection for the current bag before preparing the new bag for shipment (even if it hasn't been a full week).

Full time members can purchase Bag Passes to access a second bag for one week at a time, in addition to the primary bag that you have with your membership (the bag you have 'swapped' for). Therefore, the maximum number of bags you can access at any given time with any full time membership plan is two.

When accessing a bag with a Bag Pass, you have the option to hold on to that bag for its full access period (1 month or 3 months), and you will be charged weekly. We'll be in touch each week via email to confirm your collection date, and give you the option to hold on to the bag for another week. If the bag's access limit is coming to an end (either 1 month or 3 months), you will not have the option to extend your access period. Any bags over the access limit will be dealt with in line with our standard late fees.

Kindly note, if you miss a return collection you will be liable for missed collection fees. For more information read our FAQ on missed collection fees.

Monthly members can purchase a Bag Pass after two months of paid membership (or after your second membership charge). Quarterly members can purchase Bag Passes as soon as their membership is approved.

Flexi members can purchase a bag pass as soon as their membership is approved.

Don't worry, we get it - these bags are too good to let go of. Once you've had the bag associated with your Active Bag Pass for 5 days, we'll be in touch to confirm your collection. If you would like to hold on to the bag for another week, you can extend your Active Pass by clicking a link in your email and you will automatically be charged for another week. If you don't extend your active Bag Pass, we'll automatically schedule a collection for the bag. If you don't extend the Bag pass but also do not return the bag and/or miss the collection, you will automatically be charged for another week's Bag Pass. Kindly note, if you miss a collection you will be liable for missed collection fees in addition to this Bag Pass.

We recommend that you keep hold of your COCOON box and pop the bag back into it when you’re ready to send it back. Please make sure to remove any old address labels and seal the box 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.

Yes, if you cancel any membership you will be refunded for any unused Bag Passes.

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 for Full Time (Premium and Deluxe) members is £20 for all new members. Flexi members are charged a £20 refundable holding fee.

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 standard holding fee charge, then you will be refunded the amount you paid.

We aim to issue the refund of your Holding Fee within 5 business days of your final bag being returned to us, excluding banking clearance or transfer days. 

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 third party vendors. All of our items have gone through a rigorous multilayered authentication process, performed independently by our team of in-house experts as well as third party authenticators, before being made available. We can provide an Entrupy Certificate of Authenticity for certain styles in the collection upon request. If you purchase an item and it is proven to be inauthentic by a verified authenticator, COCOON will provide a full refund upon return of the bag. If, for whatever reason, you are not happy with a bag you have purchased on COCOON, you may return it inline with our returns policy.

Please contact our membership team if you have any questions about a bag that you have ordered with your COCOON membership or purchased on COCOON. Kindly note, COCOON is not an authorised seller of the brands it lists on its website. Brands whose items are offered are not responsible for any product purchased from COCOON, and do not guarantee the authenticity of items.

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 antibacterial products, and safely enclose each bag in a protective casing. Our delivery fulfilment team wears 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 membership@cocoonclub.co.uk 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 minimum term and a 30-day notice period.

If you would like to pause your order and with that, your subscription, please contact membership@cocoonclub.co.uk. For more information, please review the FAQ on membership pauses.

We currently deliver to UK mainland addresses (excluding Northern Ireland). 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 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. 

Kindly note, your new bag order will be held for two business days. If there is a delay returning the bag you currently have, then we may need to cancel your new bag order.

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.

We charge a standard next-day delivery fee of £4.95 (Monday-Saturday delivery) and offer one free collection and return for each order. Kindly note, a collection is only free if it is successful and the bag is returned to COCOON. Any failed collection attempts will result in a £10 missed collection fee . Please note that late fees are separate from missed collection fees, and you could be charged both fees if a bag is not returned and a collection is missed.

You will receive your one hour delivery window by 11am the morning of your delivery. For more information, please refer to our Shipping Policy here.

Yes. In the unlikely event that your delivery is delayed, you will receive a full refund. 

When you place a new bag order (either with a membership swap or Bag Pass), a collection will be automatically booked for your current bag 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. Return collections occur Monday to Friday, 9am to 5pm. Kindly note that we are unable to specify time slots for collections, however DPD will send you an SMS & email notification with your one-hour collection window by 11am on the day of your collection. If you have any questions, please contact membership@cocoonclub.co.uk.

Kindly note, collections in Scotland require a minimum of one working day’s notice. 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.

Please follow these steps when returning your bag:
1. Please ensure that you put your current bag 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 the bag going missing / getting lost, so please ensure these steps are followed correctly.

Don’t worry, our courier will arrive with a return label to attach to the box. Please remove any original shipping labels.

As a COCOON member, it’s your responsibility to ensure you are able to return the bag order within the allotted time frame; 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 will be liable for a late fee of £10 per business day until the bag is returned. Any bags not returned after 4 weeks will be considered as not returned, and the member will be liable to pay the full RRP value of the bag.

If your membership fees are late and you fail to return a bag by the required date, you will be liable for the full value of the bag after 8 days from the first day of failed payment. For more information on late membership fees, read our FAQs.

If you miss three delivery attempts in relation to one specific order, your order will be returned to us and you will be charged £10 for each additional delivery attempt in relation to the same order.

Please note that your membership fee includes one free return collection with every order;we kindly ask that you ensure that you are available at the time of your collection as if you miss it, you will be charged £10 for every failed collection attempt until the bag is returned to us. 

Once we have received the 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 order has been returned.

If your order 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.

Collection notifications:
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.

Delivery notifications:
Once your order has been returned, we’ll dispatch your new bag order via your chosen delivery method. For more information, review our FAQ on bag deliveries. COCOON will notify you by email when your order has been dispatched. You will receive confirmation of your collection timeframe from our delivery partner via text and email.

Full time members can have one bag at a time as standard. From your second membership charge onwards, you can purchase weekly Bag Passes to access a second bag from the full collection for one week at a time. To learn more about Bag Passes, read our FAQs.

Flexi members can purchase Bag Passes to access any bag in the full collection for one week at a time, at any time during their Flexi Membership term. A Bag Pass is required to access any bag.

Had your eye on a just-dropped Bottega Veneta bag or a dazzling Prada number that’s out with a member? No stress. When you ‘heart’ a bag or tap ‘Notify Me’ on a style that’s out with a member, it will be added to your Wishlist and you’ll receive email notifications each time the style becomes available, for as long as you’d like.

You can find your Wishlist under My Account > My Wishlist. You can manage your notification preferences for each bag within your Wishlist at any time.

If a style you’re interested in becomes available, 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! 

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 ‘heart’ the bag or tap ‘Notify Me’ to start getting email notifications every time that bag comes back in stock.

Each time you ‘heart’ a bag or tap ‘Notify Me’ on a style that’s out with a member, it will be added to your Wishlist. You’ll find this under My Account > My Wishlist. Use your Wishlist to curate your edit of top picks, keep track of which bags you’d like to take home next and receive email notifications when your favourites are back in stock. You can manage your notification preferences for each bag within your Wishlist.

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.

If you are a full time member and you’d like to swap for a bag in a collection outside of your plan, simply add it to cart and you’ll have the option to upgrade to the relevant plan. Alternatively, you can choose to purchase a Bag Pass (from your second membership charge onwards), which allows you to access a second bag for a week at a time from any collection (including beyond your membership plan access).

Flexi members can purchase Bag Passes to access any bag in the full collection for one week at a time. Bag Passes are priced according to collection (Premium or Deluxe). For example, a Deluxe Bag Pass is priced at £40 and will give you access to any bag in the Deluxe collection for one week.

Please get in touch within 24 hours of delivery to request an exchange and we’ll happily swap it for another style. Exchanges will only be accepted if the return tag remains attached with the security seal intact. If the return tag is removed or the security seal is not intact, the items will be considered worn and you may incur a charge to exchange the bag for a different style. For more information see our returns policy.

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 membership@cocoonclub.co.uk. 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.

Want to know what value you're getting as a COCOON member? The ERP, listed on each bag's page, is the estimated price at which a bag can be sold, offering an understanding of the current value of the item. If the bag is vintage, the ERP is based on the current market price. If the bag is limited edition, the ERP takes into consideration the current market price and the current retail price.

Styles in the collection are allocated to specific tiers based on their current market price. We do continuous price checks, and will at times have to shift a bag into a different tier based on changes to the market price. See the estimated retail price (ERP) listed on each bag’s page to understand the current market value of each bag.

Before your order leaves our warehouse, each order is fully checked and controlled by our packing team; however, if the bag you have received from us is damaged, please contact our membership team within 24 hours of receipt and we will schedule a collection, either the next working day or same-day if you notified us before 11am.

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 exchange for a new bag in each payment period.

Premium monthly memberships: one swap per month
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 £20.

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 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 order 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. Once your current bag has been collected and returned to us, we will schedule next-day delivery for your new bag.

Use it or lose it. Dream bags wait for no one.

Any style that you order on COCOON will include the bag’s accessories, if any, which are attached to the bag (i.e - chains, straps, pouches, keys and charms). Please note that at this time, we can only provide a dust bag for Bottega Veneta and Gucci, failure to return our dust bag will result in a £20 penalty fee. Failure to also return a bag with all of the elements that it was sent out with is considered damage and will be treated as such. If a bag is returned with elements missing, the member could be charged for the cost of replacing the element if this is possible, or the cost of replacing the full bag.

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.

With 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. 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 return 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.

No, you do not need to be a member to purchase a bag on COCOON.

Yes, you could be eligible depending on your membership Plan.
Our Monthly membership discount is as follows; 0 - 3 months: 0%, 3 - 6 months: 5%, 6+ months: 10%

If you’re a Quarterly or Flexi member, you will be eligible for 10% off the purchase price of a bag regardless of duration of membership. Please reach out to our membership team to retrieve your discount code. A member may also use their holding fee towards the permanent purchase of a bag on the conclusion that all amounts due to COCOON have been fully paid. Please note that if you wish to use your holding fee to contribute, your membership will be terminated as we must have a holding fee on file during membership at all times and you can re-apply. 

Please get in touch to request a return within 14 days of receipt. The return must be shipped back to us within 28 days of the original delivery date. Returns will only be accepted if this tag remains attached and the security seal intact. For more information see our returns policy.

No. If the return tag is removed or the security seal is not intact, the items will be considered worn and we reserve the right to refuse your refund. All returned items must be in the same condition as sold, with their original packaging as well as any accessories (including dust bags). Return tags are included on all bags to ensure that all items are returned in their original condition. For more information, see your returns policy. 

We take every effort to provide accurate photographs for each bag, as well as have implemented a grading system to guide you on the quality of each item available for purchase. If you have any questions, please contact our membership team via email on membership@cocoonclub.co.uk or via phone on +44 20 3868 3366. 

To ensure that your purchase meets your expectations, we determine each bag’s condition before listing it on our website. For this purpose, we have designated a simple quality criteria with an eight-letter grading system.

In case you wish to know more about the condition of a specific item, reach out to our membership team via email on membership@cocoonclub.co.uk or via phone on +44 20 3868 3366. 

If you purchase a bag on COCOON and are based in mainland UK, you will benefit from free shipping and returns for all orders over £500.
Please note that for orders under £500, you will be charged our standard next-day delivery fee of £4.95 (Monday-Saturday delivery).

If you’re based overseas and are interested in purchasing one of our bags, please contact membership@cocoonclub.co.uk and we can see what we can do for you! 

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.

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 minimum term and 30-day paid cancellation 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.

Lucky you!

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.

Yes, members who sign up using a gift voucher are required to accept our membership terms and conditions, and with that our minimum membership term.

At COCOON, our aim is to provide the ultimate value and variety for our members and our community, and in order for us to deliver this promise, we require new members to commit to a minimum of 60 days on a monthly membership plan, and 90 days if on a quarterly plan. All memberships have a 30 day cancellation notice period. 

The trust and safety of our members is paramount to our community. We have included an identity check as part of our safe and secure onboarding process for our members. We request personal information about you to verify the details you've given us and confirm they're genuine, which is important to prevent identity fraud. This process is necessary to build trust in our community, and to protect our members and the bags in our collection. The information that we collect as part of the ID verification process includes your contact information, profile information, selfie and image of your government-issued ID. If we are not able to confirm your UK address based on the information provided, we may ask for additional documentation. For more information, please see our privacy policy.

We work with a third party ID verification partner to carry out the ID verification process on our website. When you complete checkout with COCOON membership, you’ll receive an email confirming that your application is pending. Inside will be a link to the ID verification page in your account portal where you can complete a simple 2-step ID verification process.

 When you begin the ID verification process, you’ll be asked to submit a picture of your government-issued ID (preferably a driver's licence) and take a selfie photo. Our ID verification partner uses advanced face recognition technology to authenticate members in real time.

Please be aware that your COCOON application is not complete until you have completed the ID verification process. If you start the process and are not active on the site for 15 minutes, your open verification will expire and you will be emailed a new link. You cannot save the process midway and return to it. If you do not complete the ID Verification process within 30 days, your membership will be cancelled and you will have to re-apply.

In some circumstances, we may need to request additional information to confirm proof of a UK address. In this situation, our membership care team will contact you directly.

You are required to submit a photo of your government issued ID. Please find the identification sources we accept:
- Drivers licence (including provisional)
- Passport
- ID card

If you aren’t able to provide any of the documents above, you won’t be able to complete the ID verification process and therefore we won’t be able to accept your membership application. Please note, a drivers licence is the preferred document to upload.

Yes. We only use the ID information that you provide to confirm your identity, and nothing else. The safety and security of our community is one of our top priorities. When you provide your identity information to COCOON, it's transmitted using secure encryption via our third party ID verification partner who then verifies and authenticates the documents provided. 

Protecting your information is very important to us. All data, financial details, or documents you give us are stored securely, encrypted, and kept private as per our Privacy Policy. Please click here for more information. Your ID documents will only be stored for the duration of your membership. If your application is declined, we will not store your documents.