Ordering from the website

Browse our website, choose the products you want to purchase and click on the 'buy now' button. Click on 'Continue Shopping' to keep browsing the site. When you have finished shopping click on the 'Checkout' button to proceed to the checkout.

If you are a new customer you will be asked to register with us. If you are a returning customer you will asked to login.

If you have forgotten your login password you can request us to send you an e-mail message containing a new password.

The checkout process lets you check and confirm your order, confirms your chosen your delivery address, and pay using your card. You can also send a personalised Gift Message Card and opt to have a handwritten Gift Tag.

Payment is only deducted from your card when the order is dispatched to you. If you wish to send packages to different addresses you will need to place separate orders. You can however send multiple packages to the same address. See Delivery section.

Our website should not allow you to complete an order for gifts that are out of stock. If it does then we will contact you immediately and offer you a refund, an alternative product or advise you of the likely wait.

Should you wish to Create Your Own Gift, with items you see on the site, or require us to create a special pack for a particular recipient or occasion simply click on Brief Us Online on the left hand menu and tell us your requirements.

Gift Message Card and Gift Tag

If you choose to complete the Gift Message Card, you can add a personal message which will be transferred onto the Gift Message Card and delivered with your gift. We will also handwrite the “to” and “from” sections of the Gift Tag on the outside of the gift, gift bag or gift box for that personal touch.

If you are ordering more than one gift and you need both (or more) to have handwritten Gift Message Cards and Gift Tags, please type a clear description of which message goes with which gift in the message box. We may have to contact you if this is unclear to us.

We will make every effort to ensure your Gift Message Cards and Gift Tags are completed to your specifications, however we cannot be held responsible for any errors which may occur.

We reserve the right not to accept an order or provide a Gift Message Card if we feel it may be unlawful, untrue, harassing, abusive, threatening, harmful, pornographic, fraudulent, libellous, vulgar, defamatory, offensive, or of an obscene or menacing character, or in such a way as to cause annoyance, inconvenience or needless anxiety.

Order confirmations from us

When you have completed an order and gone through checkout you will receive an email from us confirming that your order has been successfully received and giving you an order number. We suggest you keep this email until you have received your goods and you are happy with them. This email contains all the details we need to answer any questions you may have about the order more efficiently.

Once the goods have been dispatched we will email you again. All order details and invoices will be sent to the address of the customer and not the delivery address, where the name and address of the recipient on the order differs.

Payment by card

We accept Visa, Delta, Visa Electron, MasterCard, Switch, UK Maestro, and Solo.

If your card is declined at our checkout you will not be able to continue the ordering process. You are advised to contact your card issuing bank to find out why the transaction was declined. Only your bank can tell you this, we are not given this information nor can we find out the reason the transaction was declined for you.

Cocoon Collection Ltd may, from time to time, contact you to check and confirm order details. This is a fraud prevention measure and does not reflect on you in any way.

Other ways to order and pay

If you prefer not to order through our website or you wish to pay by cheque, please email us at sales@cocooncollection.co.uk and we will be happy to email or fax you an order form.

Your order will be processed after your cheque clears our bank account (this normally takes about 5 working days from receipt). Please make cheques payable to 'Cocoon Collection Ltd’ and send them with a copy of your order form or printed copy of your order email (this way we will know what you are paying for!) We only accept cheques drawn on UK sterling bank accounts.

Send order forms and cheques to Cocoon Collection Ltd, Unit 8 Mere Farm Business Park, Red House Lane, Hannington, Northampton NN6 9SZ. Please make sure you have filled in the form correctly and have included delivery charges in the amount you are paying us. We will return incorrect / incomplete forms if we are unable to contact you for any reason.

Sorry, but we do not accept Eurocheques, postal orders or book tokens.

Payment by cash can only be made if you are collecting goods directly from our premises. Gifts need to be ordered in advance so they are ready for collection.

If you are collecting gifts that need to be paid for by cheque, you need to have sent the cheque to us at least a week before the collection date. We will only release the goods where the cheque payment has cleared our bank account. We do not operate a retail outlet. Credit cards and cheques will not be accepted at our premises. See ‘Delivery’ section for more information on how to do this.

Ordering gifts to be sent abroad

Contact us on 01604 780101 to arrange.

Ordering gifts to be delivered to BFPO addresses

We deliver to BFPO addresses, although some restrictions may apply. We rely on the BFPO delivery service to deliver our gifts, and delivery can take up to a week or longer in some cases.

Ordering gifts to be delivered to PO Box numbers

Regrettably, for security reasons we cannot deliver to PO Box numbers.

Cancelling your order

You can cancel your order providing we have not despatched the goods to you or your recipient. If you need to cancel an order please email us at sales@cocooncollection.co.uk quoting your order number. If the items have already been dispatched please follow the advice in our ‘Returns Policy’ section.

Changing your order

You can make changes to your order providing we have not despatched the goods to you or your recipient. If you need to change an order please email us at sales@cocooncollection.co.uk quoting your order number. If the items have already been dispatched please follow the advice in our ‘Returns Policy’ section.

Where we deliver to

We deliver to UK addresses and a selection of overseas destinations. We will deliver to home or business addresses.

Please refer to our Delivery Guide for further information about other delivery information.


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