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Learn more about Swaps, Bag Passes and Loss & Damage policies.

Order Status

All you need to know about the bag access period, order timeframes, and cancellations. Please contact [email protected] to inquire about canceling your order within 24 hours of placing it.


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.

Bag Passes

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.

Loss & Damage

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.