DeliveryUpdated a month ago
How much does shipping cost?
We charge a standard next-day delivery fee of £4.95 (Monday-Saturday delivery) and offer free returns via Royal Mail. Unfortunately, if you have lost your label, we are unable to provide you with a replacement and therefore will need to arrange an alternative courier at an additional charge of £10.
Where can a COCOON bag be shipped to?
We currently deliver to mainland UK addresses and we will only deliver our bags to the address authorised by you on the initial order, so make sure your delivery address is up to date. We cannot amend delivery addresses once an order has been dispatched. COCOON bags can be delivered to a hotel, or another address as long as you are present to sign for the bag.
What delivery service is used?
COCOON bags are delivered directly to your authorised address via our delivery partner, DPD or one of our other courier services. DPD commits to making every delivery carbon-neutral.
When will my bag order arrive?
For orders placed and approved before 10:30am Monday-Friday, we’ll arrange next-day delivery for your order if you are based in England or Wales, or delivery to Scotland in two days. For orders placed and approved after 10:30am on Friday or on a weekend, your order will be dispatched the next business day.
If you are a full time member swapping your current bag order for a new style, this will be dispatched when your current order has been returned and it has passed our condition checks.
Kindly note, your new bag order will be held for two business days. If there is a delay in returning the bag you are currently accessing with membership, then we may need to cancel your new bag order.
Do I have to be in to sign for the bag?
Our bags will only be delivered if they are signed for at the address agreed for delivery and will not be left without a signature.
How will I be notified about collection and delivery updates?
When you order a new bag, we automatically schedule a collection for your current bag the next working day or the same business day if placed before 10:30am. For more information, review our FAQ on how to return a bag. You will receive confirmation of your collection timeframe from our delivery partner via text and email.
Return collections occur Monday to Friday, between 9am and 5pm. Kindly note that we are unable to specify time slots for collections, however, DPD will send you an SMS & email notification with your one-hour collection window by 11am on the day of your collection. If you have any questions, please contact [email protected].
Kindly note, collections in Scotland require a minimum of one working day’s notice. If you are pausing or cancelling your membership, your collection day will be communicated to you. If you are unsure, please contact [email protected].
Once your order has been returned, we will dispatch your new bag order via your chosen delivery method. COCOON will notify you by email when your order has been dispatched. You will receive confirmation of your collection timeframe from our delivery partner via text and email.
Will I receive a refund on shipping charges if my delivery is delayed?
Yes. In the unlikely event that your delivery is delayed, you will receive a refund of your shipping fees.