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Returns and Exchanges

Returns and Exchanges 
Read on to learn more about returns and exchanges for COCOON bags. 

If you purchased a bag on COCOON
Please get in touch to request a return within 14 days of receipt of your order. The return must be shipped back to us within 28 days of the original delivery date. Returns will only be accepted if the return tag remains attached with the security seal intact. COCOON will arrange a collection for the bag to be returned, and the shipping fees will be deducted from your refund to cover the cost of this service. For more information see our Terms and Conditions

If you ordered a bag with your COCOON membership
If you are not happy with the bag you have ordered with a membership swap, additional swap add-on or Bag Pass, please get in touch within 24 hours of delivery to request an exchange and we’ll 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 Terms and Conditions

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How do you grade your bags?

To ensure your order meets your expectations, we determine each bag’s condition before listing it on our website and share this condition grade on each bag’s page. Some of our vintage styles and classic bags have already lived a full life (if only bags could talk…) and may show unavoidable signs of light wear. We have designed a straightforward condition grading matrix to fairly value and categories our styles, using an 8-letter grading system. If you have any questions regarding our condition grading, please contact our membership team.

100% AA+ Brand New and Unworn With Tags
90% AA Brand New and Unworn Without Tags
90% A Hardly used - Great condition, used but no visible signs of use
90% AB Gently Used - Very well maintained, little to no signs of use
90% B Very Good - Well maintained, visible signs of light wear from use
90% BC Good Condition - Visible signs of wear from frequent use
15% C Fair Condition - Significant visible wear from frequent use
85% D Damaged - Obvious damage to item, visible defects