FAQs

Membership   Holding Fee  
Swaps
Bag Collection 
COVID-19 Update and Care Process Orders   
Orders Delivery and Returns 
Loss and Damage 

 

MEMBERSHIP

How much does 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

Light monthly membership

£49

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

Premium monthly membership £79
Each month charged on the same day of the month that you originally signed up
Deluxe monthly membership £99
Each month charged on the same day of the month that you originally signed up
Deluxe quarterly membership £249 Every three months, on the same day of the month that you originally signed up

3 month gift membership (Deluxe membership)

£297

One-off upfront payment

6 month gift membership (Deluxe membership)

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

One-off upfront payment

12 month gift membership (Deluxe membership)

£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:

  • Access to the Light, Premium and/or Deluxe collections, depending on your membership plan
  • One complimentary bag swap per month (delivery and collection included) if you're a Light or Premium member, or two if you’re a Deluxe member
  • Free next-day shipping and collection
  • Freedom to hold onto your bag for up to six months
  • Service fees and repairs for general wear and tear

How do I upgrade or downgrade between membership tiers?
Head to the membership page, select which membership tier you would like and check out with it. 

What is the minimum membership term?
There is no minimum membership term however, we require all members to give 30 days paid notice if they wish to cancel their membership.

I’ve just signed up, what happens next?
Welcome! Just give us one working day to review and confirm your application. We carry out a soft background check for all COCOON members, this will not affect your credit score and is for identification purposes only. Once your membership status is confirmed, a member of our team will be in touch to arrange shipping for your bag (the exciting part).

Please note, your registered payment method will be charged at checkout for the value of your monthly membership fee. Should your application be unsuccessful, this will be refunded and reflected on your bank statement within 5-7 working days.

How do you validate who can be a member?
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. 

Can I pause my membership?
Your priorities are shifting and you might need a break from your COCOON membership. We understand, life happens. Pauses are included in each membership option, and should be requested via email at membership@cocoonclub.co.uk.

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?
Though we’d hate to see you go, members may cancel their membership at any given time with a 30-day paid 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 £50 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 

BAG CARE PROCESS

BAG CARE PROCESS AND COVID-19 UPDATE

What does the bag-care process involve? 
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.


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. 
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. 

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 either brand new or pre-loved and in mint condition. Our vintage items may of course show some signs of age, but this is all part of the bag’s charm. All of our bags are 100% genuine, sourced from the most reputable vendors, and are certified by external authentication services as well as our in-house experts. In addition, all of our bags are forensically marked and checked every time that they enter and leave our warehouse. If you have any questions regarding a specific bag, please reach out to membership@cocoonclub.co.uk.

RENTALS AND RESERVATIONS

How many bags can I have with me at a given time?
You can have one bag at a time. If you’re ready for something new, redeem your monthly swaps to try out another style.

But wait, there’s a loophole. Add-ons allow you to enhance your chosen membership plan. Additional swaps can be accommodated for £10 each, so you can try new bags from collections included in your membership. Multi-bag passes allow you to double the fun with two bags at once from collections included in your membership.

Can I reserve an item?
Our bags are available on a first-come, first-served basis. If you’ve fallen for a style that’s out with a member, be sure to add it to your wishlist— you’ll be notified as soon as it is back in circulation.

How do I get visibility on upcoming bags?
The best way to get your hands on the hottest bags is to sign up to our mailing list and we’ll make sure you’re the first to know about new drops.

How long can I keep my bag?
You can hold onto your bag for up to six months, we only ask that you send your bag back for some TLC every 3-months - we’ll be in touch when it’s time. 

Some of our most in-demand bags are limited to a one month access period. If this is your bag (you’ve got great taste) don’t worry, we’ll send you a reminder when it’s due to be returned so you can choose your next bag.

The minimum period for holding a bag is 24 hours.

Can I access a bag in another membership tier?
When you add the bag to cart you will be prompted to upgrade your membership to the tier that the bag belongs to. 


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

I don't see a bag I want, what should I do?
We add new styles to our collection every week. Make sure to sign up to our emails to be the first to hear about them. If you’re after a bag not yet in our collection, let us know! We’ll see what we can do (plus we always love to hear from you).

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 membership@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?
Ready for a new obsession? Redeem your monthly complimentary swaps by checking out with your new chosen bag. We’ll be in touch to arrange collection of your current bag. Your free swap will then be deducted from your monthly allowance on your membership (one swap for Light and Premium, two for Deluxe). If you’ve exceeded your monthly swaps, you can purchase more through our add-ons page, to satisfy all your new bag needs.  

How long will it take to swap my bag?
For swap orders placed during business hours, Monday-Friday, we will endeavour to collect your current bag and deliver your new bag on the next working day before 5pm. 

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, so make sure it’s up to date.

COCOON bags can be delivered to a hotel, or another address as long as you are present to sign for the bag.

What delivery service is used?
COCOON bags are delivered directly to your authorised address via our delivery partner, DPD. All of our bags are sent via a next day, pre-12pm tracked and signed-for service which includes the option to change your delivery when it's on the way to you. We encourage members to download the DPD app to stay on top of the latest updates with their order.

DPD commits to making every delivery carbon neutral.

How do I send my bag back to you?
We’ll be in touch to arrange a DPD collection for your current bag for the next working day. When returning your bag, just pop it back in the box it was delivered in and seal it up securely with tape for a safe journey.

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 12pm Monday-Friday, we endeavour to deliver on the next working day.
  • For orders placed and approved from 12pm on Friday or on Saturday or Sunday, we endeavour to deliver on Tuesday.

    How much does shipping cost?
    Your monthly membership fee includes one complimentary shipping and swapping fee per month. If you’re desperate for more bag newness (we get it), additional swaps can be purchased for £10 each, which includes shipping fees. Payment will be taken from your registered payment method.

    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 general wear and tear?
    Your membership covers service fees and repairs for general wear and tear. If you’re worried about any marks or damages at all, always speak to us first so we can advise on the best action to take (we’d rather just know!). 

    A £50 refundable holding fee is required to become a COCOON member; covering you in case of light repairs. This fee will be held against your account for the duration of your membership. 

    What constitutes general wear and tear?
    We consider general wear and tear to include things like natural signs of discolouration over time and natural signs of wear on any leather, metal or hardware the bag has. We also include replacement or repair of simple removable parts such as zips or hooks. 

    What is considered damages beyond general wear and tear?
    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. 

    What happens if my bag is damaged in my care?
    Get in touch with our membership team, so we can advise on the best action to take. Once we've assessed your bag, we’ll notify you by email within one working day and provide more information. We then request a quote from The Restory, our repair partner, within two working days. We’ll be in touch within three working days after that with a final quote. During this time we reserve the right to put your membership and any orders for subsequent bags on hold until the issue has been resolved. COCOON also reserves the right to charge the full amount of the final quote to your registered payment method and/or take this from your £50 membership holding fee.

    What will I be charged for?
    You’ll only be charged for any repairs or cleaning the bag requires to return it back to its original condition. If the bag is beyond repair, you’ll be charged for the full price of replacing the bag. You will also be charged for all administrative and delivery costs we incur from the bag being repaired or replaced.

    What happens if my bag is lost or 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 membership@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 membership@cocoonclub.co.uk. Our customer service team will respond between the hours of 9.30am - 6pm Monday - Friday. 

    COCOON REFRESH

    What is COCOON Refresh?
    With COCOON Refresh, sell your luxury bags directly to COCOON
    for cash (up to 50% of the bag valuation) and COCOON credit. Part ways with precious styles taking up space in your closet. Apply credit towards COCOON membership and membership add-ons to refresh your handbag wardrobe as often as you'd like. Sell directly to COCOON, earn and enjoy.

    What can I sell through COCOON Refresh?
    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.

    What can I do with COCOON credit?
    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.

    Why should I sell with COCOON?
    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. 

    How do I sell my bag through COCOON Refresh?
    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.   

    When will I receive a quote for my bag?
    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.

    What are the bag acceptance guidelines?
    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. 

    What if I don't have a receipt for my bag?
    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.

    What does the valuation process involve?
    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. 

    How can I be paid?
    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. 

    When will I be paid?
    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. 

    Why am I being offered more in COCOON credit than the cash value of the bag?
    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.

    How do I send my bag to you for physical inspection?
    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.

    What happens once you've received my 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.

    How do you authenticate the bag?
    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. 

    Does COCOON credit expire?
    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.

    Do all of the bags you accept go into the COCOON collection?
    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.

    Do I need to pay the holding fee if I'm choosing to apply credit to my COCOON membership?
    If you choose to redeem your COCOON credit on a membership you will be subject to the standard £100 refundable holding fee.
    This fee is required to join COCOON, and will be held against your account for the duration of your membership in case of damages. You can use your COCOON credit on this £100 holding fee. 

    How long do I have to think about the offer once I've received my quote?
    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.

    What happens if I change my mind and no longer want to sell my bag?
    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. 

    Can I negotiate the price once I receive my quote?
    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. 

    Can I use some of the payment from the bag I'm selling, towards buying a bag on COCOON?
    Yes, you can apply part payment (cash or COCOON credit) towards purchasing a bag on COCOON, subject to our bag purchase terms and conditions. 

    My question isn't listed here. How do I get in touch?
    You can email membership@cocoonclub.co.uk or visit our Contact us page for more contact details.

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