Welcome! We can take up to one working day to review and confirm your application. When you apply, we carry out a soft background check, which will not affect your credit score and is for identification purposes only. We may request additional information from you to verify your identity, and this could result in a delay of your application and membership start date. If there are significant delays to your application approval, your charge period will be adjusted accordingly. 

Once your membership status is confirmed, you will be notified via email, and your bag will be shipped to you via next-day delivery* (the exciting part). Please note, your registered payment method will be charged at checkout for the value of your monthly membership fee. Should your application be unsuccessful, this will be refunded and reflected on your bank statement within 5-7 working days.

If your membership is declined for any reason, we are unable to provide further details on why this was.

With all of our memberships, you have access to one bag at a time. If you would like an additional bag or second bag, this is an additional charge and can be purchased via either a multi-bag pass or an additional membership.

Each membership plan includes a certain number of complimentary bag swaps, so that you can change your bag each month. The number of swaps in a membership determines the number of times you can change your bag during your membership period.

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

You have the option to hold on to most of our bags for up to three months before they’re due back for freshening up. A limited number of our most in-demand bags are limited to a one-month access period.

Your membership fee, no matter what plan you’re on, includes repairs for general wear and tear plus free next-day shipping and returns.

You can have one bag at a time with all of our memberships. If you would like an additional bag, you can purchase a multi-bag pass or an additional membership. If you would like to swap more frequently than once a month, you can purchase additional swaps for £10 per swap.

You can 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.

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.

Sign in to your COCOON account and check out with a new bag. We’ll schedule a collection for your current bag - please return in the original box (or similar), removing any old address labels and sealing securely with tape. On collection, our delivery partner will provide a new bar code label to attach to the box. Please ensure they scan the new label in front of you. They will also provide a card with your collection confirmation number; please keep this in a safe place until you receive a text message confirming that your order has been returned. If the delivery partner is not able to provide both a new bar code label and a card with your collection confirmation number, please hold on to the parcel and get in touch with us immediately to arrange a new collection. Once your bag has been returned, we’ll arrange next-day delivery for your new style. You will receive an update once the bag has been dispatched

Yes, when you place your first order, the bag you select will count as your first swap. 

With Light and Premium monthly membership, this means you can swap for a new bag after one month’s time. Deluxe monthly members can swap for a new bag (using their second monthly swap) at any time in their first month. If you are a COCOON quarterly member you are free to redeem the swaps included in your plan at any point within the 3-month payment period.

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).

Our bags are available on a first-come, first-served basis. If you’ve fallen for a style that’s out with a member, head to the bag’s page on our website and click Notify Me to start getting email notifications every time that bag comes back in stock. Please read our FAQs on bag access and reservations for more information.

Please note, when you save items to your wishlist you will not be notified when they are back in stock.

You’ll get all the benefits of monthly membership and more. Enjoy stress-free renting — redeem your swaps at any point during the three-month period so you can exchange for something new when you want it. Plus, save big — paying every three-months means paying less overall.

If you choose to pay quarterly, you’ll save 20% on Deluxe, 15% on Premium and 10% on Light membership fees.

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. 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. For more information, please read our FAQs on Upgrades and Add-Ons.

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.

Please read our full FAQs on loss and damage for more information.

Yes, you have one opportunity to pause your membership for up to 90-days.

Pauses can be requested via email at membership@cocoonclub.co.uk. Once notified, a collection will be booked for your bag for the next business day. Your pause period starts from the day your bag is collected. Any payments that are due will still go through until such time that your bag is collected. Once your pause period starts, there will be no fees due until your membership is reactivated. If your charge date falls on the same day as your collection, your charge will go ahead as normal, and this will be added to your next active membership period.

Kindly note, if you have paused your membership during any term of free membership, you will not be eligible for any promotional offers in place to entice paused members to unpause their membership early and benefit from savings. If you would like to activate your membership before your 90-day pause period is up, you may do so at any time by contacting 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 required 30-day notice period applies. If the pause was originally requested during a term of free membership, you can unpause and begin the 30-day notice period or settle your notice period upfront.

Though we’d hate to see you go, members may cancel their membership by notifying us of the cancellation request via email at membership@cocoonclub.co.uk. All cancellations are subject to a 30-day notice period on a paid membership. Your 30-day notice period starts from the date that you email us, subject to you having an unpaused and paid membership. Any period of membership that has had a 100% discount code applied will not be counted towards the 30-day notice period. Any paused membership period will not count towards the 30-day notice period. 

The required 30-day notice period stands during paused membership periods. If you would like to cancel your membership, you can do so by either unpausing your membership, or by settling your notice period upfront.

A membership cancellation request is accepted once any term of free membership or paused membership has been completed and any amounts owed to us (including outstanding membership fees, damage and repair fees and/or late fees) have been paid. 

All membership fees are due in full during the cancellation notice period, and all membership benefits remain in place until the notice period has been completed and your bag is collected. 

Kindly note, if you have any unused add-ons (including additional swaps and multi-bag passes) these will be forfeited upon cancellation.