ReturnsUpdated 4 months ago

How do I return my bag to COCOON?

If you are a full-time member and you return your current bag order to swap for something new, please see our FAQ here on swapping.

If you would like to return a bag that you are accessing with a Bag Pass, please see our FAQs on Bag Passes here.

To safely return a bag order, please follow these simple steps::

1. Please ensure that you put the bag back into a safely sealed box.

2. If reusing your COCOON box (or any box), you must remove any original shipping labels.

3. Our delivery partner will arrive with a new label. Please ensure that the driver labels and scans the box in front of you when collecting it.

4. You must obtain a collection receipt upon collection and keep this safe until your return has been received by us. If the driver cannot provide you with one, please let us know and we will reschedule your collection.

Failure to follow the steps above could lead to the bag going missing, so please ensure these steps are followed correctly.

I didn't get a return label with my order, do I need one?

Don’t worry, our delivery partner will arrive with a return label to attach to the box. Please remove any original shipping labels.

How do I know my bag has been successfully returned?

Once we have received the bag back into our warehouse, it is subject to a physical inspection, then processed for return. You will receive an email to confirm that your order has been returned. If your order has been returned with damage that was not there when the bag was sent out to you, we will send you a separate email regarding the damage and outlining the next steps.

What if I am not able to return my bag within the specified time?

As a COCOON member, it’s your responsibility to ensure you are able to return the bag order within the allotted time frame; whether that’s three months or one month (for our most in-demand bags). Regardless of where you are, your membership requirements still apply and members who are unable to return their bags in time can either be charged late fees or asked to purchase the bag in lieu of returning it. If you fail to return a bag by the required date, you will be liable for a late fee of  £10 per business day until the bag is returned.  Any bags not returned after 4 weeks will be considered as not returned, and the member will be liable to pay the full RRP value of the bag.