Returns

 

HOW DO I MAKE A RETURN?

  1. Reply to your confirmation email or email your request to team@cocoonusa.com
  2. Package and send your item back to us, include your name, email and order number.
  3. Send the item to us and you will receive a refund for the items once we receive them: 

COCOON, 527 Piere St, B, Wenatchee, WA 98801

Please note we do not accept items that were not purchased directly from www.COCOONUSA.com. To return your item, please follow the return policy of the retailer or website used to make the original purchase.

Details

  • Final sale items cannot be returned. 
  • You can return an item for a full refund within 30 days of your purchase date. After 30 days your item is not eligible for return.
  • All items must be returned in the original, unused condition and must include all original packaging.*
  • Returns will be refused if items arrive heavily used or damaged due to improper packaging. Please ensure returns are carefully packaged.
  • Please allow 7-10 days for refunds to process through your original form of payment.
  • Discounts and promotions cannot be applied retroactively once an order has been placed.
  • Items purchased at a discount are not eligible for price adjustments.
  • All promotions are subject to exclusions and cannot be extended.

Return Exclusions

  • We do not accept items that were not purchased directly from www.cocoonusa.com. To return your item, please follow the return policy of the retailer or website used to make the original purchase.
  • Items purchased second hand, or through the REI Garage Sale are not eligible for returns, exchanges, or warranty.

FREQUENTLY ASKED QUESTIONS

How long does this process take?

We do our best to completely process returns within 2-3 business days of the date they arrive at our facility. During high traffic periods, it can take up to 7 business days for a return to be processed.

How can I expect to receive my refund? 

Returns made within the 30-day time limit will have a credit applied to the original payment method.  Returns made past the 30-day limit are not eligible for return.

Exchanges?

The easiest way to exchange your new, unused item is to initiate a return and place a new order through our website. This will allow you to get your new item quickly and avoid the risk of it selling out. You will receive a full refund for your item once we receive the return.

Used Item?

  • We do not accept used items for return, but if there is an issue with your item we are happy to help you with a repair or replacement through our Warranty Policy.

Why doesn't my discount code work?

Great question! You can only have one discount code OR promotion per order. If you’re trying to stack them, it won’t work. Some discounts and promotions do not include sale items. For other promotions, you may need to add the item to your cart before the discount code will work, so be sure to check.

Why can’t I place an order with this credit/debit card?

Most likely the zip code connected to your card is not the same as the zip code of your billing address. Please contact your card provider to make SURE your zip code is the same as your billing address.

I have multiple charges on my statement, but I only placed one order.

If you attempted to place your order more than once, all authorization attempts will show on your statement as pending charges. All declined charges will fall off of your statement within 3-5 business days — the funds were not withdrawn as the charge(s) was not successful. Ultimately, you’ll only see one successful charge on your statement.

I forgot to enter my discount code, can you do that for me?

We cannot retroactively apply discounts once an order has been placed. If you have a discount code you forgot to use, your order will have to be cancelled and then a new order placed.

If we are unable to cancel your order, you will need to place a new order with the discount code and return the original order (excluding final sale items).

Why are there no exchanges?

We only offer returns because this is a quicker, more user-friendly solution overall, and helps ensure users that they can get the right size, color, or style quicker than an exchange would have.

Which payment methods do you accept?

We accept all major credit cards and Apple Pay. Double and triple-check that the items in your cart and your address are correct if you’ll be using any autocomplete checkout methods.

Do you accept Visa and MasterCard gift cards?

Yes, we do, just enter the gift card’s information like a regular credit card at checkout. Please note, that we are only able to accept one method of payment per order so your order total must equal or less than the total value of the Visa or MasterCard gift card.

Can you refund to a different credit/debit card?

Unfortunately, we aren’t able to refund to a different credit or debit card. If you are doing a return and the original card you used to purchase the item is no longer in working order the refund will still post to the account associated with the credit card.