FAQs

FAQ's. General Information

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Email and phone details

If you have any product queries or questions please contact us:

Phone:
0800 246 1740
1000-1600, 7 days a week

Email:
hello@cocoonsleeping.com

Where possible, Cocoon will to respond to your request on the same day or within 24 hours if requests are made at weekends.

Are there any additional fees or charges?

There are no other transaction fees. Our prices include VAT and delivery.

You can select additional delivery services if required (see Delivery page) which will also be offered to you at checkout.

How do I place an order?

To place your online order: firstly select the Cocoon model name, then model size, and finally your fabric choice. Then go directly to our secure checkout. At checkout you will also be shown delivery options for your area.

Before ordering please take the time to check the dimensions on the product page.

What payments do we accept?

We accept all major credit and debit cards, including Visa Credit, Visa Debit, MasterCard and American Express. We also accept Amazon Pay.

Promotion and discount codes

If there is a current promotion advertised on our website, please enter the publicised code at checkout. The discount will be applied before submission for payment.

Does Cocoon offer any finance options?

In order to keep our prices as competitive as possible we currently do not offer any finance or credit options at this time. This allows us to offer a price with no hidden costs or extras.

Where is my order?

You will be notified automatically as your order progresses through production. If you need to request more information please email us at service@cocoonsleeping.com.

Where possible, Cocoon will to respond to your request on the same day or within 24 hours if requests are made at weekends.

I have placed an order but haven't heard anything

When you placed your order you should have received an automated confirmation of the order within 15 minutes. Please check you spam/junk folder first then if you have no confirmation please email us at service@cocoonsleeping.com.

Following this initial confirmation you should receive further email updates on the status of your Cocoon order.

Can I get my order sooner?

Prior to placing an order is the best time to discuss what options there might be to get you a Cocoon quicker. Our orders are for handmade bespoke products to individual customer specifications but we will try and accommodate requests outside of our standard manufacturing and delivery timescales.

Please email service@cocoonsleeping.com to discuss. One of the Cocoon team will get back to you to discuss your particular needs.

Can I place a trade/business order?

The answer is yes. We are keen to supply hotels, airbnb hosts and landlords who want their guests to get a quality sleep every night.

Please hello@cocoonsleeping.com with your company name and details and this request will be passed on to the B2B department to follow up with you.

Delivery options

Cocoon has partnerships with selected National carriers allowing you to select the best delivery option for your need.

The Delivery page has details of the options available in your area. There is a Free delivery option to most areas with upgrades available for upstairs and basement delivery.

Please note that delivery times are in addition to the manufacturing times of your Cocoon product.

Can I change my delivery address after placing an order?

Yes, if you contact us by email at service@cocoonsleeping.com as soon as you can before your pre home delivery telephone call, and we will update your delivery details.

Please give us as much notice as possible as we pre-book delivery with our carriers in advance.

Can I request a specific delivery date?

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.

We will do our best to accommodate your needs.

How will I be told the exact date of my delivery?

Once your Cocoon sofa bed arrives in the UK, you will be contacted by the home delivery service to confirm a time slot and any other details prior to dispatch.

What if I can only take delivery after a certain date?

If you cannot take delivery of your sofa bed until after a specific date, please advise us at checkout using the Special notes for Cocoon field. This will ensure that we only send your Cocoon when you are in a position to receive it.

If there is a change in circumstances after placing your order, please contact us at your earliest convenience so that we can arrange dispatch at the date best for you.

How long will it take and how will my delivery arrive?

Our Cocoon factories allow 28 working days total production time. Added to this is 2 working days for transport to the UK. From there the delivery time will depend on you exact location and the options chosen.

Will factory holidays affect my delivery time?

Certain European public holidays will extend production times beyond our standard 28 working day promise.

You will be made aware of any alterations to our standard delivery times on our website.

How does the 14-day sleep trial work?

Our 14-day sleep trial offer 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 hundreds of satisfied customers that have bought from us with the knowledge that they have the 14 days to confirm that our product meets their expectations.

If for any reason we do not meet your expectations you may return your Cocoon to us within the 14 day period. The only commitment we ask from you is that you return it in the same condition it was delivered and that there will be a return cost of £125 to cover the costs of return delivery, packaging and removal.

What is the warranty on my Cocoon sofa bed?

Cocoon offers a full UK statutary 12 month factory backed product guarantee.

We are are very confident in the quality of our product and expect you to get many years of use out of your Cocoon purchase. In the unlikely event that there are any issues we would expect them to be evident almost immediately and we will endeavour to resolve those issues as soon as possible.

The fabrics we use are all high grade commercial quality. Please see the Fabric page.

What if I my order arrived damaged?

In the unlikely event that you have received a damaged Cocoon product 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 it must be either returned with the Carrier or acknowledged on the documentation for us to deal with as a service request.

We will ask for photo evidence of the damage to determine whether the damage was caused in transit or a manufacturing problem enabling us to assist with your claim.

We ask for a written claim 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 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 service@cocoonsleeping.com as soon as possible.

How long will my refund take to process?

Once your refund is agreed and accepted, we will process it as soon as possible. Please allow up to 14 days for refunds to show in your account or credited to your purchase card.

How do I cancel my order?

After receiving your order confirmation you have up to 48 hours to cancel your order before it goes into production - for which you will receive a full refund.

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 occurred 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 addition of a 35% stocking fee. Refunds can be expected within 30 days following this via bank payment reversal.

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.

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