Cocoon™ FAQs

FAQ's. General Information

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Are there any additional fees ?

There are no other transaction fees. Our prices include VAT and delivery. You can select additional delivery services if required .Click here to see our delivery page for more detail.

How do I place an order ?

To place your online order: firstly select the model name, then model size, and finally your fabric choice. Then go directly to our secure checkout. Recommended: see our videos and dimensions on each of our individual sofa bed product pages.

How can I pay for my order ?

We accept all major credit and debit cards including Visa Credit, Visa Debit, and Mastercard, and American Express. For your security, we will not accept cash, cheques or purchase orders as a form of payment.

Are my card details secure ?

Yes, we never store your full card details and our payment gateway is encrypted with extra protection from Shopify.

Can I apply for finance ?

In order to keep our prices as competitive as possible, we decided not to apply ,or hide these costs. We realise we could never offer credit terms good enough to match any bank.

Delivery options

Cocoon have long-term partnerships with selected national carriers, allowing you to select the best delivery service option for your needs. However, our UK-wide free delivery offer has different free options depending on your location, and therefore the paid-service options do vary. Click here to see our delivery page for more detail.

How long will it take and how will my delivery arrive

Our Cocoon sofa bed factories allocate only 28 working days total production time - plus two days transport to the UK. Your home delivery time will vary depending on your location and on the home delivery option you select at checkout. Click here to see our delivery page for more detail.

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

Once your Cocoon sofa bed arrives into the UK, you will receive a call from us. The call is to reconfirm your home delivery selection details - prior to dispatch to our national carriers. At this point we can discuss any changes or alternatives to your original selection.

Will I be given a delivery time window ?

For deliveries to pink or blue postcode areas: you will receive a call or text message on the day of delivery to discuss your delivery window. For Eco-pallet curbside services to white postcode areas: you are required to assist the delivery service by being available from 8am until 8pm on the confirmed date, and to make sure someone is available to check and sign for your sofa bed on unloading.

Can I request a specific delivery date ?

Yes, we have a section (Special Notes) on our order form which you may advise us of any special requirements that you see may be helpful for us to know of. Unfortunately this cannot be read as an obligation. We recommend that if you have a critical date, then prior to placing your order please use our chat bot to ask for a phone call to discuss your options with one of our team.

Can I change my delivery address after I've ordered ?

Yes, if you contact us by email at orders@cocoonsleeping.com any time before your pre home delivery telephone call, and we will update your file.

Will my sofa bed fit?

All Cocoon sofa beds have been designed in a modular way (not flatpack) with removable arms, a removable back, or both. Please refer to the video on our Deliveries Page, and each individual product page, to study the dimensions of each model, noting the delivery heights with the backs off, and the sizes of the corners with both arms and backs removed. Our sofa beds could not be broken down any further without affecting the structural integrity needed for an every-night sofa bed.

Where is my order?

Order updates are available at any time once you request this from us via email, replying to your original order confirmation,Cocoon staff attempt to answer all e mails the same day or within 24 hours if evening and weekends requests are made. Please do not use our automated chat bot once your order has been placed with us, as this system does not hold your Individual order number required to track your order as quickly.

I have placed an order but haven't heard anything

Your automated order confirmation will arrive within 15 minutes, first check your junk email box, otherwise please contact us. Cocoon will respond to every e mail request by you, but do not intend to contact you until the date your order arrives into the Uk with a telephone call just prior to arranging our dispatch of your sofa-bed to your assigned Home delivery carrier. Please note : Always email for order updates, we need your help to keep our conversation trail gap free, to avoid any important detail being missed.

Can my order be sped up ?

Prior to your order is always the best time to discus options with us using our online Chat Bot, or customer email below, we will always try our best. If things change after your order date , just send us a email ,and one of our team will get back to you and go through some options. customer e mail orders@cocoonsleeping.com

Can I place a trade order ?

Yes, our specialty market is hotels , air B@B , and a lot of landlords wanting a quality every night sofabed. Please use our chat-Bot first, Leave your company Name and contact details, and this message will be passed to this department.

Can you provide a fabric sample ?

Three Swatches can be posted per household, to make your request. please provide your Name. Address and contact phone number along with you selections. Email this to orders@cocoonsleeping.com

Where are Cocoon sofa beds made ?

Our trademarked designs are hand-made under licence to us in both the UK and Continental Europe.

How do I cancel an order ?

After receiving your order confirmation email you have up to 48 hours to cancel your order – for which you will receive a full refund. If you want to cancel your order after 48 hours, please first read our terms and conditions , then e mail us , we will have someone then telephone you to discus and find a positive solution together.

How long will my refund take to process?

Once your refund has been accepted and processed, please allow 14 working days for the funds to show in your account.

What if I have received a damaged sofa bed ?

2-man delivery - Our chosen independent national carriers have paper work to sign for on the delivery date of our sofa bed. On inspection of your order if you discover transit any damage then the sofa bed must be either returned with the carrier or or at least acknowledged on the documentation you signed for your goods. You will be required to produce pictures as requested as this will assist if in the event of a claim against the carriers insurance. A written claim must be made within 48 hours as per our (see Terms and Conditions). Eco-pallet delivery - Before the driver leaves you are required to inspect the packaging for any damage to the outer wrapping. If you see any damage, please take photographic proof of the damage and ask the carrier to return the pallet on the same truck to us immediately for inspection. If you unwrapped your Eco-pallet without a photograph showing any damage to the outer packaging, this will void any claim against the carrier and shifts the responsibility for remedy any damage caused in transit to the Buyer. Please recycle your Eco-pallet as it is bio degradable

What guarantees are in place ?

Cocoon offer the current UK statuetary 12-month factory backed product guarantee. We do not sell 5 year warrantees, as we designed our sofa-beds and understand fully well that a manufacturing fault, will not take a year to appear on an every-night sofabed And our new Teflon fabrics are all of commercial quality. See videos on fabric page
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