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 and if you do not complete this step within 7 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.

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, 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 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.

Your membership fee includes free next-day shipping and a free collection and return per order. If you miss a return collection, we will automatically schedule another collection for the next working day and charge you a £10 missed collection fee. Your membership account will be charged for each missed collection until the bag has been returned. This fee is necessary to continue offering you the best value as a member and with that free shipping and returns.Without this additional charge, we will need to consider charging shipping for all members, including those who do not miss their return collections.

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 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 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.

We offer members one opportunity to pause their membership once for up to 90 days, and the pause period can only start once you have paid your first membership payment. Therefore, any ‘free’ or 100% discounted membership period is excluded from your pause period, and your pause can only commence once your first membership payment has been made.

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 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.

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. 

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. 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 multi-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.