All you need to know about the bag access period, order timeframes, and cancellations. Please contact membership@cocoonclub.co.uk to inquire about canceling your order within 24 hours of placing it.

Where do I find my order?To find your order information, go to My Account &gt;&#xA0;<a href="https://www.cocoon.club/account" target="_blank" rel="noopener noreferrer"></a><a href="https://www.cocoon.club/account" rel="noopener noreferrer" target="_blank">Order History</a>. How do I cancel my order?When you place an order for a bag, we will start preparing the bag for delivery which can take up to one business day. If you would like to inquire about cancelling your order, please get in touch with&#xA0;<a href="mailto:membership@cocoonclub.co.uk" style="text-decoration:none;">membership@cocoonclub.co.uk</a>&#xA0;within 24 hours of placing the order. Once the bag has been dispatched, cancellation will not be possible. I&#x2019;m swapping for a new bag. How long will it take to receive my order?<span style="font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Once your current order has been returned to us, we will schedule next-day delivery for your new order. Please review our FAQs on&#xA0;<a href="https://www.cocoon.club/pages/faq#Delivery" style="text-decoration:none;"><span style="color: rgb(17, 85, 204); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Delivery &amp; Returns</a><span style="font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">&#xA0;for more information.&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="can-i-order-a-bag-and-schedule-delivery-for-a-later-date">Can I order a bag and schedule delivery for a later date?</h5>Unfortunately, we can&#x2019;t hold bags for you to be delivered at a later date, so please do not order a new bag if you are not available to receive it within two business days. How long can I keep the bag I have ordered?&#xA0;You can hold on to the majority of our bags for up to three months. A limited selection of our most in-demand styles has an access limit of one month. The access period is noted on each bag&#x2019;s page. You&apos;ll be notified by email when it&apos;s time to swap (shortly before you hit the bag&#x2019;s access limit). For more information on Bag Swaps,&#xA0;please read our FAQs<a href="https://help.cocoon.club/en-US/swaps-167681" rel="noopener noreferrer" style="text-decoration:none;" target="_blank">&#xA0;here</a>. What is included in my order?Any style that you order on COCOON will include the bag&#x2019;s accessories, if any, which are attached to the bag (i.e - chains, straps, pouches, keys, and charms). We will provide a dust bag for Bottega Veneta bags and for Gucci bags. Failure to return our dust bag will result in a &#xA3;20 penalty fee. Failure to also return a bag with all of the accessories that it was sent out with is considered damage and will be treated as such. If a bag is returned with accessories or elements missing, the member could be charged for the cost of replacing the missing piece (if this is possible) or the cost of replacing the full bag.&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="what-happens-if-i-dont-like-the-bag-i-have-ordered-with-my-membership">What happens if I don&apos;t like the bag I have ordered with my membership?</h5>We&apos;re sorry to hear that! Please get in touch with our&#xA0;<a href="mailto:membership@cocoonclub.co.uk"></a><a href="mailto:membership@cocoonclub.co.uk">membership team</a>&#xA0;within 24 hours of delivery to request an exchange and we&#x2019;ll swap it for another style, at our discretion.&#xA0;

Order Status

A 'swap' is when you exchange your current bag order for a new bag in any given payment period. Full-time membership plans include a certain number of complimentary swaps. Read on for more info about how to swap.

What is a swap?Each full-time membership plan includes a certain number of complimentary swaps. A &apos;swap&apos; is when you exchange your current bag order for a new bag in any given payment period.&#xA0; Does my first bag count as my first swap?Yes, when you place your first order, the bag you select will count as your first swap. How do I swap it for a new bag?<span style="font-size: 12px; font-family: Inter; color: rgb(28, 28, 28); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Simply sign in to your COCOON account and check out with a new bag. You are then required to return your current bag order within two days (including Saturdays) via Royal Mail. Please refer to the instructions that were included with your order - please return it in the original box (or similar), removing any old address labels and sealing securely with tape.The bag is considered to be in your possession unless you have proof of postage. Once returned, we&#x2019;ll arrange next-day delivery for the new bag and you&apos;ll receive an update once the bag has been dispatched.&#xA0; How many swaps do I have?The number of complimentary swaps you have in any payment period depends on your membership plan. For example, Deluxe Monthly members have 2 complimentary swaps to use each month, and Deluxe quarterly members have 6 complimentary swaps to use when they please in each 3-month period. Remember, your first bag order counts as your first swap.<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id>&#xA0;</h5><h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="how-do-i-know-when-its-time-to-swap">How do I know when it&apos;s time to swap?</h5>Each bag in the COCOON collection has an access limit of one month or three months. You&apos;ll be notified by email when it&apos;s time to swap. If you want to swap before you reach the end of a bag&apos;s access limit, go ahead! You can either use a complimentary swap or purchase an additional swap for &#xA3;20 each, either&#xA0;<a href="https://www.cocoon.club/pages/membership-pricing" rel="noopener noreferrer" target="_blank">here</a>&#xA0;on our membership page or directly on any bag&apos;s page.&#xA0;&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="what-happens-if-i-dont-use-all-of-my-swaps-within-my-allocated-billing-period">What happens if I don&#x2019;t use all of my swaps within my allocated billing period?</h5>Use it or lose it. Dream bags wait for no one.&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="what-is-an-additional-bag-swap">What is an Additional Bag Swap?</h5>If you have run out of complimentary swaps for your current billing period, you can purchase additional Bag Swaps for &#xA3;20 each (either on the&#xA0;<a href="https://www.cocoon.club/pages/membership-pricing" target="_blank" rel="noopener noreferrer"></a><a href="https://www.cocoon.club/pages/membership-pricing" rel="noopener noreferrer" target="_blank">membership pricing page</a>&#xA0;or on any bag&#x2019;s page when you place the order).&#xA0; Can I swap for a bag in a different membership tier?If you are a full-time member and you&#x2019;d like to swap for a bag in a collection outside of your plan, simply add it to cart and you&#x2019;ll have the option to upgrade to the relevant plan. Alternatively, you can choose to purchase a Bag Pass (from your second membership charge onwards), which allows you to access a second bag for a week at a time from any collection (including beyond your membership plan access).&#xA0;Flexi members can purchase Bag Passes to access any bag in the full collection for one week at a time. Bag Passes are priced according to collection (Premium or Deluxe). For example, a Deluxe Bag Pass is priced at &#xA3;55 and will give you access to any bag in the Deluxe collection for one week.&#xA0;

Swaps

A Bag Pass allows you to access any bag in the COCOON collection for one week at a time. Bag Passes are priced according to the collection. Learn more about how to access a bag with a Bag Pass.

What is a Bag Pass?For Flexi members, a Bag Pass allows you to access any bag in the full collection for one week at a time. For full-time Premium or Deluxe members, a Bag Pass allows you to access a second bag from the full collection (regardless of your membership tier) for one week. You can pre-purchase Bag Passes and these will sit in your account, or purchase them as you go. Bag Passes are priced according to the collection, Premium (&#xA3;45/week) and Deluxe (&#xA3;55/week).&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="how-does-a-bag-pass-work">How does a Bag Pass work?</h5>Each Bag Pass is associated with one bag order only and is charged on a rolling week basis (a rolling week is up to 7 days, but can also be less than a full week). If you would like to access the bag for less than 7 days, you will still be charged the full 7-day rate. One Bag Pass cannot be used across multiple bags during this 7-day/week period.&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="ive-ordered-a-bag-with-a-bag-pass-but-i-want-to-hold-onto-it-for-another-week">I&#x2019;ve ordered a bag with a Bag Pass but I want to hold onto it for another week</h5><span style="font-size: 12px; font-family: Inter; color: rgb(28, 28, 28); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Once you&apos;ve had the bag associated with your active Bag Pass for 5 days, we&apos;ll be in touch by email to confirm a return for the bag.&#xA0;<span style="font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">If you are not ready to part ways with the bag, you have the option to hold on to it on a rolling weekly basis, until the bag&apos;s access limit is reached (1 month or 3 months). You can let us know that you would like to extend your active Bag Pass by clicking a link in the email that we send you, and you will automatically be charged for another week.&#xA0; <span style="font-size: 12px; font-family: Inter; color: rgb(28, 28, 28); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">If you don&apos;t extend your active Bag Pass, you will be required to return the bag at the end of its active week via Royal Mail as per the instructions that were included in your order. &#xA0;If you don&apos;t extend the Bag pass but also do not return the bag on time, &#xA0;you will automatically be charged for another week&apos;s Bag Pass.&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="how-many-bags-can-i-access-at-a-time-with-bag-passes">How many bags can I access at a time with Bag Passes?</h5><span id="isPasted" style="font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">You can only have one active Bag Pass at a time, and therefore Flexi members can only have one bag at any given time. If you are a Flexi Member with an active Bag Pass and you place an order for a new bag before the end of one week, you will be required to return the bag you are currently accessing the next-working day in order for us to process delivery for your new bag pass order. Full time members can have a maximum of two bags at any given time. &#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="how-can-i-use-pre-purchased-bag-passes">How can I use pre-purchased Bag Passes?</h5>If you wish to redeem a pre-purchased Bag Pass, simply go to a desired bag&apos;s page, tap &quot;Access this bag&quot;, and choose to checkout with an existing Bag Pass. Keep in mind that the Bag Pass collection needs to match the collection the bag is in. If you have pre-purchased Bag Passes and choose to extend your current active Bag Pass, you will not be able to apply any already purchased Bag Passes to the charge.

Bag Passes

Learn more about what is considered wear and tear, what to do if a bag is stolen, and when you may be charged. If you have lost or damaged a bag, please get in touch with our membership team, so we can advise on the best course of action.

What happens if a bag is damaged in my care?<span style="font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: rgb(255, 255, 255); font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Please get in touch with our&#xA0;<a href="mailto:membership@cocoonclub.co.uk"></a><span style="font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: rgb(255, 255, 255); font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><a href="mailto:membership@cocoonclub.co.uk">membership team</a> who can advise on the best course of action. Once we&#x2019;ve assessed your return we&#x2019;ll notify you by email within&#xA0;<span id="isPasted" style="color: rgb(29, 28, 29); font-family: Inter; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;;font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: rgb(255, 255, 255); font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">two working days<span style="font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: rgb(255, 255, 255); font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">&#xA0;and provide more information. In the interim, our specialist team will assess the bag and associated costs. You can expect to hear from us within 7 working days with a quote for the repair/cleaning fees.<span style="font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: rgb(255, 255, 255); font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">During this time we reserve the right to put your membership and any orders for subsequent bags on hold until the issue has been resolved. COCOON also reserves the right to charge the full amount of the final quote to your registered payment method and/or take this from your membership holding fee. What constitutes general wear and tear?We consider general wear and tear to include things like natural signs of discolouration over time, and natural signs of wear on any leather, metal, or hardware the bag has. We also include the replacement or repair of simple removable parts such as zips or hooks. Please see our&#xA0;<a href="https://www.cocoon.club/pages/terms-conditions" rel="noopener noreferrer" style="text-decoration:none;" target="_blank">Terms &amp; Conditions</a>&#xA0;for more information on loss and damage. What happens if my bag order is subject to general wear and tear?Your membership covers service fees and repairs for normal wear and tear. If you&#x2019;re worried about any marks or damages at all, always speak to us first so we can advise on the best action to take (we&#x2019;d rather just know!).&#xA0;A refundable holding fee is required to become a COCOON member, covering you in case of light repairs. This fee will be held against your account for the duration of your membership.&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="what-is-considered-damages-beyond-general-wear-and-tear">What is considered damages beyond general wear and tear?</h5>Damages caused by, but not limited to: Makeup, moisture, liquids, inks/ink stains, paints, sharp objects, dirt or grime, grease, oil, perfume, food, strong variations in temperature, excessive sunlight, humidity, impact/shock. Tears, rips, and scuffs may also be considered to be damaged beyond general wear and tear. Please see our&#xA0;<a href="https://www.cocoon.club/pages/terms-conditions" id="isPasted" rel="noopener noreferrer" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(0, 123, 255); text-decoration: none; background-color: rgb(255, 255, 255); user-select: auto; font-family: Inter; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px;" target="_blank"><span style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(29, 28, 29); font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Terms &amp; Conditions</a><span style="box-sizing: border-box; -webkit-font-smoothing: antialiased; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration: none; font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); vertical-align: baseline; white-space: pre-wrap;">&#xA0;for more information on loss and damage. What will I be charged?You&#x2019;ll be charged for any repairs or cleaning that the bag requires to return it back to its original condition. You will also be charged a &#xA3;20 handling fee for all items that need to be repaired. This fee covers the administrative and delivery costs we incur from the bag being repaired or replaced. If the bag is beyond repair, you&#x2019;ll be charged the full price of replacing the bag.&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="the-bag-i-ordered-with-my-membership-arrived-damaged-what-do-i-do">The bag I ordered with my membership arrived damaged, what do I do?</h5><span style="font-size: 12px; font-family: Inter; color: rgb(32, 33, 36); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Oh no! If your order has arrived damaged, please contact our membership team as soon as possible. You will need to return the bag via Royal Mail as per your instructions included in your order the next working day for us to assess the damage and determine the best cause of action.&#xA0;&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="what-happens-if-a-bag-order-is-lost-or-stolen">What happens if a bag order is lost or stolen?</h5><span style="font-size: 12px; font-family: Inter; color: rgb(32, 33, 36); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">If your order has been lost or stolen, please contact our membership team as soon as possible.<span style="font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">&#xA0;You will be liable for the full price of replacement taken from your holding fee and your registered payment method. Please see our full&#xA0;<a href="https://www.cocoon.club/pages/terms-conditions" style="text-decoration:none;">Terms &amp; Conditions</a><span style="font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">&#xA0;for more information on loss and theft.

Loss & Damage

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COCOON

Learn more about how to place an order, how you'll be updated about orders, and what to do if a bag is lost or damaged. 

ORDERS

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Loss & Damage