After checking out with membership, we have a two-step approval process. Firstly you will need to complete the ID verification process and then we will perform a soft credit check.

<h5 dir="ltr" id="isPasted" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;">I&#x2019;ve just signed up, what happens next?</h5><span style="font-size:10pt;font-family:Roboto,sans-serif;color:#1d1c1d;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Welcome! &#xA0;Once you have checked out with COCOON membership, our approval process includes two key steps: ID verification and a soft background credit check.&#xA0; <span style="font-size:10pt;font-family:Roboto,sans-serif;color:#1d1c1d;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">You will be asked to confirm your identity through our secure third-party ID verification partner, accessible through your account portal. You will be required to submit a photo of your government-issued ID, ideally, a UK driver&apos;s license 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.&#xA0; <span style="font-size:10pt;font-family:Roboto,sans-serif;color:#1d1c1d;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Please note that your COCOON application is not complete until you have completed the ID verification process. For full-time members (Premium or Deluxe members, paying monthly or quarterly), if you do not complete the ID verification step within 30 days of checking out with your membership, your membership will be cancelled and you will be refunded. For Flexi members, you will need to complete the ID verification once you have placed your first bag order. If you have placed an order for a bag, but you have not completed the ID verification step, the bag will be held for 7 days before the order is cancelled.&#xA0;&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="can-i-delay-my-membership-start-date">Can I delay my membership start date?</h5>Your membership begins when you sign up and pay for membership. If you would like to delay your charge date until you have selected a bag, this can be delayed for up to 14 days from the initial purchase period. If your membership application has been significantly delayed, your membership start date will be adjusted in line with your delay. Your membership fees will be charged on the same day of the month following your delayed start date.&#xA0;

Signing Up

The trust and safety of our members are paramount to our community. We request personal information about you to verify the details you've given us and confirm they're genuine, which is important to prevent identity fraud.

<h5 dir="ltr" id="isPasted" style="line-height:1.656;text-align: justify;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;">How do you validate who can be a member?</h5>Membership to COCOON is open to UK (mainland) residents only, who are over 18. As part of the registration process, you will be required to verify your identity and location on our website and we also carry out a soft credit check, the results of which will be taken into account when reviewing your membership application.&#xA0;&#xA0;<h5 dir="ltr" style="line-height:1.656;text-align: justify;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="why-am-i-asked-to-verify-my-identity">Why am I asked to verify my identity?&#xA0;</h5>The trust and safety of our members are paramount to our community. We request personal information about you to verify the details you&apos;ve given us and confirm they&apos;re genuine, which is important to prevent identity fraud. This process is necessary to build trust in our community, and to protect our members and the bags in our collection.&#xA0;&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="how-do-you-verify-my-identity">How do you verify my identity?&#xA0;</h5><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;">We work with a third-party ID verification partner to carry out the ID verification process on our website.&#xA0; <span style="font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: transparent; font-weight: 700; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Full-Time Premium and Deluxe Members:<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;When you checkout with your membership, you&#x2019;ll receive an email confirming that your application is pending. Inside will be a link to complete a simple 2-step ID verification process. Kindly note that your application is not complete until you finish this process. If you start the process and are not active on the site for 15 minutes, your session will expire and you will be emailed a new link. You cannot save the process midway and return to it. If you do not complete the ID Verification process within 30 &#xA0;days, your membership will be cancelled and you will have to re-apply. <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;">When you begin the ID verification process, you&#x2019;ll be asked to submit a picture of your government-issued ID (preferably a &#xA0;driver&apos;s licence) and take a selfie photo. Our ID verification partner uses advanced face recognition technology to authenticate members in real time.&#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;">&#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;">In some circumstances, we may need to request additional information to confirm proof of a UK address. In this situation, our membership care team will contact you directly. <span style="font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: transparent; font-weight: 700; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Flexi Members:&#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;">When you checkout with a Flexi membership,<span style="font-size: 12px; font-family: Inter; color: rgb(29, 28, 29); background-color: transparent; font-weight: 700; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">&#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;">this part of the application process is complete. When you place your first bag order, you will be required to complete the ID verification process. Please see the above steps for additional details. Your bag order will not be dispatched until this step has been completed<span style="font-size: 10pt; 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;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="what-if-i-have-trouble-verifying-my-identity">What if I have trouble verifying my identity?&#xA0;</h5>When submitting your information during the ID verification process, you need to ensure that your full name matches the name on your government-issued ID and the information you have provided is free of errors. Please contact&#xA0;<a href="mailto:membership@cocoonclub.co.uk" style="text-decoration:none;">membership@cocoonclub.co.uk</a>&#xA0;if you have any issues.&#xA0;<h5 dir="ltr" style="line-height:1.656;text-align: justify;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="how-do-i-know-if-the-id-verification-process-was-successful">How do I know if the ID verification process was successful?</h5>You can check the status of your ID verification within your account portal on our website. You will find this under &#x2018;My Profile&#x2019; &gt; &apos;<a href="https://www.cocoon.club/pages/verification" target="_blank" rel="noopener noreferrer"></a><a href="https://www.cocoon.club/pages/verification" rel="noopener noreferrer" target="_blank">ID Verification&apos;</a>. Once we&#x2019;ve successfully verified your identity, you will receive an email to confirm that your application has been successful. If for any reason your membership has been declined, you will be notified by email.&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="is-my-information-safe">Is my information safe?</h5>Yes. We only use the ID information that you provide to confirm your identity, and nothing else. The safety and security of our community are one of our top priorities. When you provide your identity information to COCOON, it&apos;s transmitted using secure encryption via our third-party ID verification partner who then verifies and authenticates the documents provided.&#xA0;

ID Verification & Approval

We require all members to pay refundable holding fee on signing up for a membership. We will hold the refundable holding fee against your account for the duration of your membership.

<h5 dir="ltr" id="isPasted" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;">What is a holding fee?</h5>We require all members to pay a refundable holding fee on signing up for a membership, this will be automatically added to your cart. We will hold the refundable holding fee against your account for the duration of your membership in case of loss, damage, or overdue fees. It can also be used as a downpayment towards a bag should you fall in love with one and not want to part with it.&#xA0;<h5 dir="ltr" style="line-height:1.656;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;" id="when-do-i-get-the-holding-fee-back">When do I get the holding fee back?</h5>Your holding fee will be refunded to your original payment method when you have done all of the following:1. Ended your membership2. Returned your final swap to us undamaged3. Settled all amounts due to us We aim to issue the refund of your Holding Fee within 5 business days of your final bag order being returned to us, excluding banking clearance or transfer days.&#xA0;

Holding Fee

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COCOON

Sign up with a COCOON membership and access luxury handbags. Find information about the holding fee, ID verification, and approval processes. 

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MEMBERSHIPS

Learn more about how to become a COCOON member. Find information about the holding fee, the ID verification process, and the approval process.

Sign Up Process

Signing Up

ID Verification & Approval

Holding Fee