Frequently asked questions
Care & Maintenance
Design & Build Lifetime Guarantee
Covers - Structure and Build
For Domestic Use: 12 Years
Offering Lifetime Repair and Refurbishment of all modular parts.
*excludes accidental damage and wear and tear, and also excludes any damage from misuse of your product.
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.
To extend the life of your sofa bed, we advise, when using in the sofa position, that you sit on the spring centred section rather than the foam frame edging.
This will prevent any dipping in the foam. Please treat this as any sofa - if you sit in one place every time you can expect a slight dipping in that one area that is used most.
Due to the modular nature of our corner sofa beds we would advise that you disconnect the bed section from the chaise prior to repositioning. This will make moving your corner sofa bed significantly easier and avoid any damage to either section.
Here are the instructions to enable the 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 at the front and the back and slid them out of their fixing brackets. Leave these where they are as these 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 section to required location in the room.
5- Open the storage lid (seat section of the chaise). Inside you will see all pre drilled and prepared holes required for changing 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 joined the Chaise to the Bed section.
8- Now fit the vertical brackets to the right hand side of the Chaise in 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 from bottom to attach. When tightening we recommend you push in on the metal screw hole from inside the storage to prevent this from "popping out" when you apply pressure.
9- Now fit the horizontal brackets to the left hand side of the Chaise. Again you will need to pierce through the fabric to get to 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 to see 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 to the Chaise section.
13-Now fit the vertical brackets to the left hand side of the Bed section in 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 from bottom to attach. When tightening we recommend you push in on the metal screw hole from inside the storage to prevent this from "popping out" when you apply pressure.
14- Now fit the horizontal brackets to the Right hand side of the Bed section. Again you will need to pierce through the fabric to get to the second required hole. Please ensure the brackets on this section are pointing upwards.
15- Now lift the Chaise section and align the horizontal brackets with the horizontal brackets of the bed section and clip these together.
16- Now fit the arms to each side of the item following above instructions regarding stitching line on the top being closer to the front.
17 Replace all cushions. Remember that the biggest cushion of the three goes on the Chaise section back.
After following these instructions your Cocoon corner is now ready to use.
Production and Delivery
About the delivery timeline for your purchase to ensure you have a clear understanding of the process.
Manufacturing Time:
Your Cocoon will be custom-made to order, in your choice of fabric and colour. This manufacturing process will take approximately 28 working days.
Delivery to the UK:
Once your product is ready, it will undergo a two-phase shipping process to the UK:
Phase 1:
Your product will be shipped from our EU factory to our UK distribution center. This phase typically takes 2-3 working days.
Phase 2:
After arriving at our UK distribution center, The courier will contact you to schedule a convenient delivery time.
Help us help you:
If you have a critical date, people coming to stay, or a date you wish to have delivery afterwards, please make us aware at the time of placing your order, so we are aware of your individual request. While we will do our best to accommodate your request, we cannot guarantee delivery on or before a specified date.
If you have any further questions or need additional information, please feel free to contact us.
98% of our deliveries are within 28 working days to mainland UK postcodes.
We do experience some slightly longer lead times for our customers in N. Ireland, Rep. of Ireland, Scotland, Isle of Wight and very rural locations, and of course factory holidays and bank holidays can slow delivery too.
If you have a critical date for delivery we would ask that you contact Cocoon when placing your order so that we may help you.
WELCOME BACK IRELAND!
We now deliver our full Cocoon range to Northern Ireland and the Republic of Ireland!
Please allow 10-14 additional working days (plus our standard 28 working days) for your delivery.
As our factories have summer and Christmas holidays, there will be a slight delay to summer time deliveries, and deliveries in December and January.
For a faster delivery - Explore our clearance pages to find brand new Cocoon sofa beds, including ‘Good to Go’ and ex-display models.
Loan a Cocoon
Need a sofa bed while we make yours? We have a limited number of loan options with quick delivery based on your postcode, charged at a fixed miles to post code cost.
Cocoon has partnerships with the leading national carriers allowing us to select the best delivery option for your post code.
Please note that delivery times are in addition to the manufacturing times of your Cocoon product, and delivery may take slightly longer to some areas.
While we strive to meet our goal of having the fastest custom made sofa bed delivery in the UK, we ask our Scottish customers, customers who live in more remote areas of the UK and customers not on the mainland, to allow an additional 10-14 days for delivery.
Production and delivery tracking is available for all of our customers, and while these are our best estimates, they can be subject to change.
Tracking for customers can be found here
Yes, if you contact us Contact Page as soon as you can we can update your delivery details, and ensure a smooth delivery.
If your Cocoon order is already with the delivery carrier, please note that changes at this stage may incur additional delivery charges.
Please use the Special instructions for Cocoon field at checkout to advise us of any special delivery requirements you may have — for example, if you cannot take delivery of your sofa bed before a certain date.
If you have a critical date, please contact us prior to placing your order. A member of our team will be happy to discuss options that work for you.
Alternatively after you have ordered you can add an extended delivery date and comments from your Live Tracking option on our Contact Page.
We will do our best to accommodate your needs.
If a lift is operational there will be no additional charges, however, the carrier has the option to request a per floor rate of £25 for each additional floor above the 2nd floor. (Eg 5 floors £75) You also have the option to sign for and take delivery on the 2nd floor and make your own arrangements.
Payments
There are no other transaction fees. Our prices include VAT and delivery.
You can select additional delivery services if required.
If a fast delivery is needed and a delivery is arranged outside of the usual route planning of our delivery carriers, this may incur additional costs, but will always be discussed and agreed with the customer ahead of time.
Place your order directly via our website.
To place your online order: firstly select the Cocoon model name, then model size, and finally your fabric/ colour choice.
Then go directly to our secure checkout. At checkout you will also be shown delivery options where you will select if you are a ground floor or upstairs delivery.
(Top tip) Before ordering please take the time to check the dimensions on the product page.
We accept all major credit and debit cards, including Visa Credit, Visa Debit, MasterCard and American Express through our secure payment gateway called 'Viva'.
OR
We now offer Klarna for customers who prefer a 'Buy now and pay later' option.
Cocoon has over 5000 verified and independent reviews, which we are very proud of.
These reviews can be seen on the Cocoon website https://cocoonsleeping.com/pages/our-reviews or on independent review sites such as Trustpilot.
Cocoon reserves the right to hold a flash sale at any time, without notice. Customers who placed orders before or after this time will not be able to have their purchase price amended.
This does not affect your right to a full refund if cancelling within 48 hours of placing your order.
Share details about your shipping policies, item returns, or customer service.
We now offer Klarna for customers who prefer a 'Buy now and pay later' option.
Orders
When you placed your order you should have received an automated confirmation of the order within 15 minutes. Please check your spam/junk folder first then if you have no confirmation please advise us using one of the methods on our Contact Page
Following this initial confirmation you will receive further email updates on the status of your Cocoon order and you will be able to track your order using our Live Order Tracking System.
You will be notified automatically as your order progresses through production. If you need to request more information please use our Live Tracking System available from our Contact Page.
If you send us a message through the contact page, where possible, Cocoon will to respond to your request on the same day (or within 48 hours if requests are made at weekends.)
Yes.
Having supplied numerous commercial clients over the years, we have built a dedicated 'Commercial Division' here at Cocoon.
From hotels and Airbnb hosts to collaborations with interior designers, our team, led by industry professionals, is ready to advise and assist you.
Please contact our Commercial Team - https://cocoonsleeping.com/pages/commercial
Returns & refunds
Our 14-day Night Sleep Trial is there to give you the confidence to purchase one of the Cocoon range without needing to visit a showroom or actually see the product demonstrated.
We have thousands of satisfied customers that have bought from us with the knowledge that they have 14 nights to use and sleep on their Cocoon, to confirm that our product meets their expectations.
If for any reason we do not meet your expectations you may ask to return your Cocoon to us within the 14 days after delivery. The only commitment we ask from you is that you return it in the same condition it was delivered, wrapped/boxed, and please note that there will be a return cost of £100 or 12% of the purchase price, which ever is the greater amount.
If you chose to return your sofa bed as part of Our 14 Night Sleep Trial, we will not redeliver the same model to the same address and post code.
All clearance items including ‘Good to Go’ and ‘Odd Bump’ are not part of the 14-day Sleep Trial.
In the unlikely event that you have received a Cocoon product that has been damaged in transit by the carrier, we will work with you to resolve the issue as promptly and efficiently as possible.
For a two man delivery from our chosen Independent Carriers they will have paperwork for you to sign on receipt of your Cocoon. If at this time any damage is noticed, your order must be returned with the Carrier and acknowledged on the documentation for us to deal with as a service request.
This will allow us to obtain photo evidence and asses the damage to determine whether the damage was caused in transit or manufacturing enabling us to assist with your claim.
We ask for a written claim via email to hello@cocoonsleeping.com within 48 hours as per our Terms and Conditions.
5.4 Damaged or defective goods
Every effort will be made to ensure that the products you have ordered arrive undamaged and without defect.
If the products are found to be either damaged or defective in any way at the time of delivery, you must complete an incident form immediately which will be provided by our delivery team. If there is obvious transit damage we recommend that you reject the item and return with the carrier at this point.
If such damage or defect is discovered after delivery, you must contact us within 48 hours of delivery of the product.
In the event of a latent defect within 3 days of the date upon which you discovered the defect.
There is a possibility that products could be delivered with a slight shade variance compared to the original order colour/swatch. This is within manufacturing tolerances and is not a defect (variations in shade and stitching used can occur depending on batches used).
For an Eco-Pallet kerbside delivery
Before the driver leaves you are required to inspect the packaging for any damage to the outer wrapping. If there is any damage please take photos and ask the carrier to return the Pallet to us for inspection.
Please take care to look for any damage as if you unwrap the Eco-Pallet without evidence of any damage this will void any claim against the carrier for any in transit damage and shifts the responsibility to the buyer.
Please email hello@cocoonsleeping.com as soon as possible.
Once your refund is agreed and accepted, the request is submitted to the accounts team.
Refunds are processed on the 20th of each month, or the closest working day after that.
Please allow up to 14 days for refunds to show in your account or credited to your purchase card.
After receiving your order confirmation email you have up to 48 hours to cancel your order to receive a full refund. This request must be in writing to hello@cocoonsleeping.com
If you wish to cancel after that time please see our standard Terms and Conditions. The relevant section for cancellation before delivery states:
5.2 Cancellations before delivery
Orders for goods may be cancelled by you up to 48 hours after order confirmation. Where the cancellation occurs after 48 hours of the confirmation of the order, we have no obligation to provide a refund, though we may do so, at our discretion, with the deduction to the refund of a 35% stocking fee.
This does not affect your statutory rights.
Please contact us as soon as possible so we can work with you if you need to cancel an order.
Contact
If you have any product queries or questions please get in touch via our Contact Page
