WHEN TO RETURN A BAG:

To ensure no late fees and the timely processing of your new order, please ensure you return your bag within the below timeframes.

Swap Orders: return with 2 business days of either placing your new order or reaching the end of your access period
Bag Pass Orders: return within 1 business day of the end of the access period

You will receive notifications via email prompting you of the correct time frames

HOW TO RETURN A BAG:

Here are the simple steps to return your bag order:

• Put the bag into the box, make sure to include any accessories or dustbags
• Remember to remove any old shipping labels from the box
• Attach your Royal Mail label (including barcode & address) to the outside of the box and seal the box securely with tape
• Drop the box off at your nearest Royal Mail location or organise a collection
• Alternatively, you can drop off your bag at our offices located at Fourth Floor, 1 Hayne Street, EC1A 9HG

You must obtain proof of postage and keep this safe until you have received your return confirmation as this acts as your proof of delivery.  If you schedule a collection via Royal Mail, your proof of postage will be your email confirmation. If you leave a bag unattended, even in a safe place, it is still considered to be in your possession and you are responsible and liable for that bag.

If you are not able to return your order via Royal Mail, please contact us as soon as possible at membership@cocoonclub.co.uk. Unfortunately we are not able to provide a replacement label and will therefore have to book an alternative collection for an additional fee of £10.

SHIPPING FEES:

Please see the table below for shipping fees. This covers next-day (Monday - Saturday) delivery to your chosen address as well as the return shipment via our standard returns partner. If you are unable to return your order by this method, a £10 fee for an alternative collection will be charged.

Shipping Timeframe	Price
Next Day Delivery & Easy Returns	FREE
Same Day Delivery & Direct Swaps	£4.95*

*Platinum members receive FREE Same Day Delivery & Direct Swaps on all orders. 

PICK UP FROM COCOON:

If convenient, we offer a free Click & Collect service from our central London offices at 1 Hayne Street, London, England, EC1A 9HG. Simply select 'Pick up in store' at checkout and we will prepare your order for pickup. You will be notified via email when your order is ready for pickup. When you arrive, please ring for COCOON and we will bring your order to you. Please note, orders should be picked up within 3 business days. If you require more time, please contact membership@cocoonclub.co.uk.

SHIPPING TIMEFRAMES:

Direct Swap Members (if you live within Zones 1-3, London):

• If your order was placed before 12:00pm, we can schedule a courier for the swap on the same day (excluding weekends).

• If your order was placed after 12:00pm, a courier will be booked for the next working day at your preferred time.

All other members:
If you're swapping bags, you must return your current bag before we dispatch the new one. Delivery may take 2–3 days after your return is received.

Next Day Delivery orders made before 1pm Monday - Friday will be prepared and sent via our next-day delivery service. You will receive a notification via SMS & email by 11am on the morning of your delivery to confirm your one-hour delivery slot. Please note, your current order has to be returned and inspected by COCOON before your next order is dispatched.

If you are a new member:
Once you’ve purchased your membership (great choice), please allow one working day for us to review and confirm your application. Once your membership status is confirmed, our membership team will arrange shipping for your bag to arrive the next business day.

Holiday Shipping

Order by the dates below to get your bag in time for the Bank Holiday Weekend:

First Orders & Bag Passes: Please place your order by 1pm on Thursday 21st August. Please note: Due to the Bank Holiday, your weekly Bag Pass will need to be returned on the next working day, unless you've chosen to extend

Swaps
If you are ‘swapping’ your current bag for a new order, please place your order by 1pm on Thursday 21st August. Kindly send us your proof of postage once you've returned your current bag so we can promptly dispatch your next order.

Pick Up
Order by 10am on Friday 22nd August for collection up until 5pm the same day.

Please be aware that postal delays may impact the timing of your return and new order delivery. If you provide proof of postage, we'll do our best to get your new order to you in time for the weekend.

SHIPPING NOTIFICATIONS:

COCOON will notify you by email when your bag has been dispatched. You will also receive a text to your mobile as well as an email from DPD to confirm your delivery timeframe - this notification is sent the day of delivery.

WHERE DO WE SHIP TO?

We currently only deliver a bag to a valid mainland UK postcode (excluding Northern Ireland). When your bag is dispatched you’ll get a confirmation message from our delivery partner to the phone number registered to your account.

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.

Unfortunately we are unable to deliver to PO boxes or forwarding addresses (including Aramex addresses).

SIGNED FOR AND CONTACTLESS DELIVERY:

As our bags are very special (we think you’ll agree), they must be signed for at the agreed delivery address and unfortunately we can’t leave them anywhere without a signature.

DPD currently operate a contactless signed-for delivery service in place of a physical signature. Proof of delivery is therefore a photograph which is attached to all deliveries. COCOON and DPD will only accept responsibility for parcels that are delivered with proof of signature. Please note: If you elect to change the Confirmed Signed For service and have your parcel left in a 'safe space' but unattended, in line with DPD's policy, the responsibility for the parcel is with the member at the point that DPD leaves the parcel. We strongly discourage that our members use this service, as in the event that a bag is then missing following a non-signed for delivery, the ownership and then responsibility for cost of replacing a lost parcel will be with the member.

If you have any questions about your order, please contact membership@cocoonclub.co.uk.

COCOON RESALE:

Shipping: A £4.95 shipping charge for all purchases under £300 will be charged at checkout for UK addresses (excluding Northern Ireland). If you are based in mainland UK, you benefit from free shipping for orders over £300. For UK delivery, you can expect to receive your bag during business hours, Monday to Friday. If you would like to request Saturday delivery, we can facilitate this however delivery will incur an additional charge. You can get in touch via email with membership@cocoonclub.co.uk to make this request. 

Returns: Changed your mind? If you wish to cancel your order, please contact our membership team as soon as possible. If your order has already been prepared, we may not be able cancel your order however we can arrange a collection the next working day and charge a £10 fee which will be deducted from your refund. For more information, see your terms and conditions.

Kindly note, if you are returning a bag that you have purchased via ReSale, we will arrange a collection via DPD and a £10 fee will be deducted from your refund to cover this service. Unfortunately we are unable to deliver to PO boxes or forwarding addresses (including Aramex addresses).

SHIPPING PARTNERS:

COCOON bags are delivered directly to your authorised address via our delivery partner. We partner with DPD and Royal Mail. For some central London deliveries, we also use a direct courier service.

For International shipments for bags purchased via our Resale pages, we partner with Fedex and DHL. 

COCOON's delivery partner, DPD, ensures that all of their deliveries are carbon neutral.