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.

Each membership plan includes a certain number of complimentary bag swaps— think of these as the number of bags you can rent in each payment period. For example: Deluxe monthly members can rent up to 2 bags each month; Deluxe quarterly members can rent up to 6 bags every 3-months. Remember, you can have one bag at a time.

Depending on your plan, 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.

You have the option to hold on to most of our bags for up to 6 months before they’re due back for freshening up. Please note, some of our most in-demand bags are limited to a 1-month rental period, as noted on our website.

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. When you’re ready for a new style, swap your current rental for your next pick. You can also rent a second bag for a week at a time from any collection included with your plan with a multi-bag pass add-on (exclusions apply). You can purchase this on site.

You can hold on to most of our bags for up to six months before they’re due back for freshening up. Some of our most in-demand bags are limited to a one-month rental period, as noted on our website. If this is your bag, we’ll send you a reminder when it’s due back so you can swap for something new. 

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 address label to attach to the box. Please ensure they scan the new label in front of you. 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 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).

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.

If you are interested in renting a bag in another tier, add the bag to cart and you will be prompted to update your membership to the relevant plan.

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.

Your membership covers service fees and repairs for general wear and tear (read our FAQs to learn more). If you’re worried about any marks 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 - this fee will be held against your account for the duration of your membership. For damage which is not considered to be normal wear and tear, any repairs exceeding your holding fee will be charged to the payment method registered to your account. Don’t worry, we’ll send you a detailed quote first.

If the bag is returned to COCOON with damage beyond repair, you will be liable for the full price of replacing the bag and payment will be taken from your holding fee/your registered payment method. If the bag is lost or stolen, you will be liable for the full price of replacing it.

Yes, one 90-day freeze is included with each membership plan, during which no membership fees are due. Freezes should 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 freeze 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. 

When you freeze your membership, your next membership charge date will be moved 3 months ahead, and any unused membership days will be added to your next active membership period. If you would like to unfreeze and reactivate your membership at any point during the 90 day period, you may do so by getting in touch with us. 

At the end of the 90-day period, your membership will automatically renew and you will start using up any unused membership days and/or be charged your membership fee. Please be aware that all of our memberships are subject to a 30-day paid notice period, which still stands during and at the end of the freeze period.

Though we’d hate to see you go, members may cancel their membership at any given time with a 30-day paid notice period by notifying us of the cancellation request via email at membership@cocoonclub.co.uk. Your 30-day paid notice period starts from the date that you email us, subject to you having a paid membership.

Please note, you can only cancel your membership after one paid month on the plan you signed up with. If you have a 100% discounted (free) first month's membership, this does not contribute towards your 30 day paid notice period.