Five-Year Design and Build Guarantee

For domestic use, qualifying Cocoon sofa beds purchased from EIS Brands Limited include a five-year Design and Build Guarantee from the date of delivery.

The guarantee covers manufacturing defects affecting:

• the frame and structural build;
• the sofa-bed opening mechanism;
• the bed platform and supporting structure;
• workmanship, fixed springs, fittings and components.

For an approved claim, Cocoon may repair the product, replace the affected component or provide another appropriate remedy.

Proof of purchase is required, and Cocoon must be given a reasonable opportunity to inspect the product.

The guarantee does not cover accidental damage, wear and tear, misuse, overloading, pet damage, staining, incorrect storage, unauthorised repairs or failure to follow our care instructions.

The guarantee is additional to your statutory rights.

Selected products may be eligible for optional three-year or five-year Loxa Product Protection, available on the product page or in the basket.

Depending on the policy selected, cover may include sudden accidental damage such as stains, spills, rips, tears, burns, dents, chips and sudden accidental damage caused by pets.

For approved claims, Loxa will arrange the appropriate treatment, repair or replacement.

Cover does not normally include wear and tear, misuse, gradual damage, pre-existing damage or faults already covered by Cocoon’s manufacturer guarantee.

For full details, please read the Insurance Product Information Document and Policy Wording.

For policy information or claims, please contact Loxa at loxacover.com.

Loxa was previously offered under the Bolt name.

To open your Cocoon, please ensure you lift the sofa bed from the centre, as this will reduce potential damage to the opening mechanism.

If your sofa bed starts to squeak, please lubricate the opening mechanism with a suitable lubricant.

When using your Cocoon sofa bed, we recommend sleeping on the main bed section rather than across the join between the bed and chaise.

The corner models are designed so that your body lies mainly on the bed section, with your legs extending towards the chaise. This helps protect the structure and provides the best support while sleeping.

When using your sofa bed in the sofa position, we advise sitting mainly on the sprung centre section rather than the foam frame edging.

This will help prevent dipping in the foam.

Please treat your Cocoon as you would any sofa. If the same seating area is used every day, some natural settlement may occur.

We also recommend rotating and plumping loose cushions regularly and following the supplied care instructions.

Due to the weight of our sofa beds, we advise that all modular sections are separated before moving or repositioning your furniture.

When all sections are connected, the linking brackets and locating cups are designed to keep the sofa securely aligned during normal use. However, they are not designed to withstand the additional forces created when a fully assembled corner sofa bed is dragged or pulled across the floor.

Doing so can place unnecessary stress on the connecting components and may result in damage.

Best Practice Before Moving

• Remove and detach the arm sections.
• Lift and detach the chaise section from the bed section.
• Move each section individually to its new position.
• Reconnect the sofa once all sections are in place.

Important

Never pull, push or drag your sofa bed using the arms, particularly on larger corner configurations.

Whilst your sofa may be fitted with Teflon glides or floor protectors, the overall weight of the sofa bed can still place significant strain on the connecting components when moved as a complete unit.

By separating the sections and moving each piece individually, you can safely reposition your sofa bed and help ensure the connecting components continue to perform as intended for years to come.

Here are the instructions for switching from LHF to RHF, suitable for Cocoon models Ashley, Charlie and George.

1. Remove all cushions from the sofa bed.
2. Slide the arms straight up by holding them at the front and back, then slide them out of their fixing brackets. Leave the arms where they are, as they do not switch sides.
   Top tip: The stitching line across the top should be closer to the front of the arm than the back.
3. Lift the chaise section up to release it from the bed section.
4. Swap the chaise and bed sections to the required positions in the room.
5. Open the storage lid in the seat section of the chaise. Inside, you will see all the pre-drilled and prepared holes required for changing the orientation.
6. Using a PZ3 screwdriver head, remove the vertical arm-fixing brackets.
7. Using the same PZ3 screwdriver head, remove the horizontal fixing brackets that join the chaise to the bed section.
8. Fit the vertical brackets to the right-hand side of the chaise using the pre-fitted holes. You will need to pierce through the fabric covering the lower required hole.
   Top tip: These holes are not visible when the sofa bed is assembled.Please use the top hole and the second hole from the bottom to attach the brackets. When tightening, we recommend pushing in on the metal screw hole from inside the storage area to prevent it from “popping out” when pressure is applied.
9. Fit the horizontal brackets to the left-hand side of the chaise. Again, you will need to pierce through the fabric to reach the second required hole. Please ensure the brackets on this section are pointing downwards.
10. Open the bed section to gain access to the storage area and the required fittings.
11. Using a PZ3 screwdriver head, remove the vertical arm-fixing brackets.
12. Using the same PZ3 screwdriver head, remove the horizontal fixing brackets that joined the bed section to the chaise section.
13. Fit the vertical brackets to the left-hand side of the bed section using the pre-fitted holes. You will need to pierce through the fabric covering the lower required hole.

Please use the top hole and the second hole from the bottom to attach the brackets. When tightening, we recommend pushing in on the metal screw hole from inside the storage area to prevent it from “popping out” when pressure is applied.

1. Fit the horizontal brackets to the right-hand side of the bed section. Again, you will need to pierce through the fabric to reach the second required hole. Please ensure the brackets on this section are pointing upwards.
2. Lift the chaise section and align the horizontal brackets with the horizontal brackets on the bed section, then clip them together.
3. Fit the arms to each side of the sofa bed, following the instructions above regarding the stitching line on the top being closer to the front.
4. Replace all cushions. Remember that the largest of the three cushions goes on the back of the chaise section.

After following these instructions, your Cocoon corner sofa bed is now ready to use.

Here is an overview of the delivery timeline for your purchase, so you have a clear understanding of the process.

Manufacturing and Delivery Time:
From order to delivery, mainland UK postcodes normally take approximately 28 working days.

Your Cocoon will be custom-made to order in your choice of fabric, colour and configuration.

Delivery to the UK:
Once your product is ready, it will move through the following stages:

Phase 1:
Your product will be shipped from our EU factory to our UK distribution centre. This stage typically takes 2–3 working days as part of the overall delivery process.

Phase 2:
After arriving at our UK distribution centre, and once any outstanding balance has been paid, our delivery partner will contact you to arrange your delivery.

Help us help you:
If you have a critical date, people coming to stay, a house move, or a date after which you would prefer delivery, please make us aware when placing your order.

We will do our best to accommodate your request, but we cannot guarantee delivery on or before a specified date unless confirmed by Cocoon in writing.

If you have any further questions or need additional information, please contact us.

Please select the delivery option that best suits your property and access requirements at checkout.

Kerbside

Once your sofa bed arrives at Cocoon’s UK distribution partner, you will be contacted and advised which national pallet or freight operator has been chosen to facilitate your delivery.

Please allow up to 7 working days from arrival at our UK distribution partner for delivery.

There may be an opportunity to upgrade your delivery service at this point if you wish.

Kerbside delivery does not include carrying the sofa bed inside or assembly.

Cocoon recommends pre-booking a video call with our service team so that we can assist with simple disassembly, moving the individual sections and attaching the feet.

Each Cocoon sofa bed also has a simple Lift-Off detachable back system to help with tighter access.

Book a video appointment here:

https://app.acuityscheduling.com/schedule/9d55bb78/appointment/93037810/calendar/14060850

Door to Door

Inside your door — no assembly

Once your sofa bed arrives at Cocoon’s UK distribution partner, you will be contacted and advised which delivery partner has been chosen.

Please allow up to 14 working days from arrival at our UK distribution partner for delivery.

All packaged modular parts will be photographed and externally inspected before being placed safely inside the nearest suitable doorway.

Orders cannot be left outside or in an unsecured location.

Room of Choice — Ground Floor

Includes assembly

One Cocoon representative will deliver your sofa bed to a suitable ground-floor room and assemble it.

Please ensure the access route is clear and suitable.

For this service, the customer is responsible for retaining or disposing of the packaging.

Room of Choice — Upstairs/Downstairs Customer Assist

Includes assembly

Please allow up to 14 working days from arrival at our UK distribution partner for delivery.

One Cocoon representative will attend and will require the help of the customer or another capable adult to assist with moving the sofa-bed sections upstairs or downstairs.

Please ensure the access route is safe and clear.

Room of Choice — Two-Man Service

Assembly + removal of packaging

Please allow up to 14 working days from arrival at our UK distribution partner for delivery.

Our two-person team will:

• deliver the sofa bed to your chosen room;
• assemble and check your Cocoon;
• remove the packaging;
• demonstrate the opening and closing mechanism;
• explain our recommended sitting and sleeping positions.

Specialist Restricted Access Team

Whatever it takes

This service is designed for difficult access, narrow stairways or access widths of less than 70cm.

Our service team will disassemble and reassemble as much of the sofa bed as reasonably necessary to help deliver it to your chosen room.

If you have any doubt about your access, Cocoon recommends booking a video appointment before delivery:

https://app.acuityscheduling.com/schedule/9d55bb78/appointment/93037810/calendar/14060850

Dedicated Van — London Service

Your chosen day and time

This service is designed for customers with a critical delivery date.

When selected at checkout, Cocoon will express your order and target manufacture within 20 working days, rather than our standard 28-working-day target.

A dedicated service van and service agent will then deliver within an agreed one-hour window of your choice.

If we are not at the agreed location on time, you pay no delivery fee.

This is primarily a London service, although nationwide requests may be considered.

Please contact support@cocoonsleeping.com.

Welcome back, Ireland!

We now deliver our full Cocoon range to Northern Ireland and the Republic of Ireland.

Please allow an additional 10–14 working days, on top of the standard mainland delivery target.

Additional delivery charges may apply and will be confirmed before the order is accepted.

Cocoon works with leading national carriers, allowing us to select the most suitable delivery option for your postcode.

Customers in Northern Ireland, the Republic of Ireland, Scotland, the Isle of Wight and very remote or rural locations should allow an additional 10–14 working days.

Factory holidays, bank holidays, material availability and transport disruption can also extend delivery times.

Cocoon does not currently offer live online order tracking.

For an update, please email support@cocoonsleeping.com or reply to your original order confirmation.

Please include your order number and delivery postcode.

We aim to respond within 24 hours, excluding weekends, bank holidays and unusually busy periods.

Yes. Please contact us as soon as possible at support@cocoonsleeping.com.

If your order has already been passed to the delivery carrier, changing the address may result in an additional delivery charge.

Please use the special-instructions field at checkout to advise us of any delivery requirements, for example if you cannot receive your sofa bed before a particular date.

If you have a critical date, please contact us before placing your order.

We will do our best to accommodate your request, but delivery dates are not guaranteed unless confirmed by Cocoon in writing.

We do not currently offer this service directly.

Our delivery partner may be able to arrange removal for mainland UK postcodes. Please ask us for further details after placing your order.

This should be stated at checkout by selecting either:

• Two-Man White Glove Service; or
• Restricted Access.

If you did not select the correct option when placing your order, please email support@cocoonsleeping.com as soon as possible.

We will ensure the correct delivery method is applied. An additional delivery charge may be payable and will be confirmed before delivery is arranged.

Need a sofa bed while we make yours?

We have a limited number of loan options available, subject to postcode and availability.

Charges are based on the delivery distance to your postcode.

Please contact support@cocoonsleeping.com for details.

Where a 50% deposit has been used, the remaining balance becomes due once manufacture is complete and the furniture has arrived at Cocoon’s UK distribution hub.

The balance must be paid before delivery can be released or scheduled.

Your order includes 14 calendar days of complimentary storage after arrival at the UK distribution hub.

After this period, storage is charged at £30 per calendar week, or part thereof, where delivery is delayed because:

• the balance remains unpaid;
• you ask us to delay delivery;
• you do not respond to reasonable contact attempts;
• reasonable delivery dates are declined;
• required delivery information has not been supplied.

Storage will not be charged where the delay is caused solely by Cocoon being unable to offer a reasonable delivery opportunity.

Our prices include VAT.

Delivery is quoted and must be selected before checkout, based on your postcode and any additional delivery services required.

If faster or specialist delivery is requested outside the usual route planning of our delivery carriers, additional costs may apply. These will always be discussed and agreed before the service is arranged.

You can place your order directly through our website.

Select:

1. your Cocoon model;
2. your required size;
3. your fabric and colour;
4. your preferred configuration;
5. your delivery option.

You can then proceed to our secure checkout.

Top tip: Before ordering, please check the dimensions shown on the product page and measure your full delivery route.

We accept all major credit and debit cards, including:

• Visa Credit;
• Visa Debit;
• Mastercard;
• American Express.

Card payments are processed securely through our payment provider, Viva.

We also accept Klarna, subject to Klarna’s eligibility checks and separate terms.

A 50% deposit is available on selected products where shown on the product page, basket or quotation.

The remaining balance becomes due once manufacture is complete and the furniture has arrived at Cocoon’s UK distribution hub.

The balance must be paid before delivery can be released or scheduled.

We offer Klarna for qualifying customers who prefer a buy-now-pay-later option.

Klarna orders are subject to Klarna’s approval and terms.

Cocoon reserves the right to hold a flash sale or promotion at any time.

Customers who placed an order before or after the promotional period will not normally be able to have their purchase price adjusted retrospectively.

This does not affect your right to cancel within 48 hours of receiving your order confirmation, or any other statutory right.

Promotional codes:

• apply only to qualifying products;
• cannot normally be combined;
• have no cash value;
• do not apply to ex-display products unless stated otherwise.

We now offer Klarna for customers who prefer a 'Buy now and pay later' option.

After placing your order, you should normally receive an automated order confirmation within approximately 15 minutes.

Please check your spam or junk folder first.

If you have not received your confirmation, please email support@cocoonsleeping.com with your name, delivery postcode and order details.

Cocoon does not currently offer live online order tracking.

For an update, email support@cocoonsleeping.com or reply to your original order confirmation.

Please include your order number and postcode.

Where possible, Cocoon aims to respond within 24 hours, excluding weekends, bank holidays and unusually busy periods.

Yes.

Cocoon has supplied hotels, Airbnb hosts, holiday accommodation providers, interior designers and other commercial clients.

Please contact our Commercial Team through the Commercial page on the Cocoon website.

https://cocoonsleeping.com/pages/hospitality

Our 14-Night Sleep Trial is there to give you the confidence to purchase from the Cocoon range without needing to visit a showroom or see the product demonstrated.

You have 14 nights from delivery to use and sleep on your qualifying Cocoon sofa bed and confirm that it meets your expectations.

If it does not meet your expectations, you may ask to return it within the 14-day period by emailing support@cocoonsleeping.com.

The sofa bed must be:

• returned in the condition in which it was delivered;
• clean and hygienic;
• complete;
• free from damage, stains and odours;
• securely wrapped or boxed.

A return charge of £100 or 12% of the purchase price, whichever is greater, will be deducted from your refund.

If you return a sofa bed under our Sleep Trial, Cocoon will not supply the same model under another Sleep Trial to the same address or postcode.

The Sleep Trial does not apply to:

• Good to Go products;
• Odd Bump products;
• clearance products;
• refurbished products;
• ex-display products.

The Sleep Trial is additional to your statutory rights.

Please inspect your Cocoon on delivery.

If damage is found, record it with the carrier, take photographs and, where appropriate, refuse the item.

For Eco-Pallet deliveries, photograph the outer packaging before opening it.

Please report damage within 48 hours of delivery, where reasonably possible, to support@cocoonsleeping.com.

These timeframes help us investigate quickly and do not affect your statutory rights.

Once agreed, refunds are normally processed on the 20th of each month, or the next working day.

Where consumer law requires an earlier refund, the legal deadline will apply.

After processing, please allow up to 14 days for the funds to appear in your account.

After receiving your order confirmation email, you have up to 48 hours to cancel your order and receive a full refund.

The request must be made in writing to:

support@cocoonsleeping.com

After 48 hours, Cocoon may have committed to materials, manufacturing and supplier costs.

Where you do not have a statutory right to cancel, Cocoon may accept cancellation at its discretion and deduct a cancellation fee of up to 35% of the full sale price.

The deduction will not exceed Cocoon’s reasonable costs and losses resulting from the cancellation.

Furniture made to your specifications or clearly personalised may be excluded from the normal statutory change-of-mind cancellation right.

This does not affect your statutory rights.

Please contact us as soon as possible so that we can work with you if you need to cancel an order.