// RETURNS & EXCHANGES
Your purchase didn't meet your expectations? You would like to change the size or colour of your order? You would like to exchange an item against another in our collection?
No problem. You can return any unused item and order a new one within 30 days of receipt by post.
PLEASE CONSIDER FOLLOWING INSTRUCTIONS:
1. Return the item in the original packaging. We can only accept and exchange unworn products.
2. In case of a complaint of worn items, we can only accept washed products.
3. Please complete the return form and add it to your item.
// Registered customers in AT/GE/BE/NL/LUX
4. Log in to our webshop and proceed like this:
- Go to your orders in your account
- Go to the order details of the relevant order and click the button "GENERATE RETURN LABEL"
- Choose the item you want to return and indicate the reason for the return
- Click the button "SEND" - you will immediately receive an email by our Shipment Partner DPD including your return sticker
- Print out the return sticker and put in on the parcel
5. Use any of the Pickup Shops of our Shipment Partner DPD to hand in the well-sealed package. You will find a list with all DPD Pickup Shops near you as well as a link to the Pickup Shop Finder in your email by DPD.
Our service for returns is only available for registered customers. If you placed your order as a guest and you want to use this service in the future, please register as a customer.
In case you are returning an item with another shipping company than mentioned above, postage must be paid by the sender and will not be refunded by COCOON. Not prepaid shipments will not be accepted and returned to you. As parcels are sent at your own risk, we recommend to insure it accordingly and ask for a sending confirmation.
// Customers in all other countries and customers that ordered as a guest
In case you are returning an item from another country than named above or you ordered as a guest and you are not a registered customer yet, please choose any shipping company or Post. Postage must be paid by the sender and will not be refunded by Cocoon. Not prepaid shipments will not be accepted and returned to you. As the parcel is sent at your own risk, we recommend to insure it accordingly and ask for a sending confirmation.
// Reimbursement of expenses
As soon as the returns are received, they will be processed. This might take a while , generally about 3 days. Returns will be credited and automatically refunded on the same payment method used to purchase your product, which takes another few days. Please note that, if paying by card, sometimes it can take up to 1-2 weeks for the funds to appear in your account depending on the bank or credit card company's processing times.