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Loss & DamageUpdated 9 months ago

What happens if a bag is damaged in my care?

Please get in touch with our membership team who can advise on the best course of action. Once we’ve assessed your return we’ll notify you by email within two working days 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.

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 Terms & Conditions 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’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’d rather just know!). 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.


What is considered damages beyond general wear and tear?

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 Terms & Conditions for more information on loss and damage.

What will I be charged?

You’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 £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’ll be charged the full price of replacing the bag.


The bag I ordered with my membership arrived damaged, what do I do?

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. 


What happens if a bag order is lost or stolen?

If your order has been lost or stolen, please contact our membership team as soon as possible. You will be liable for the full price of replacement taken from your holding fee and your registered payment method. Please see our full Terms & Conditions for more information on loss and theft.

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