Help & FAQs
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.
If you wish to send packages to different addresses you can choose one of the individual delivery options at the checkout, and upload or send us an excel spreadsheet of your recipients’ addresses. You need to use the excel spreadsheet format we use, so please ensure you download the correctly formatted spreadsheet at the checkout, which you can then reupload, either befre you place your order, or afterwards. You do not have to supply the address file at the point of ordering.
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.
If you choose to purchase any of our personalised options, you can upload any logo/s and messages during the checkout phase. We will use these to produce your personalised item/s.
We will make every effort to ensure your personalised items 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 personalised item 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.
When you have completed an order and gone through the 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.
We accept PayPal, Visa, MasterCard and Amex. If yu wish to pay by BACS, please select the ‘PayLater’ option at the checkout, and we will email you a proforma invoice after you have placed your order.
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.
If you prefer not to order through our website or you wish to pay by BACS, please email us at sales@cocooncorporate.co.uk and we will be happy to process your order offline.
Your order will be processed after your payment clears our bank account.
Contact us on 01604 780101 to arrange.
Regrettably, for security reasons we cannot deliver to PO Box numbers.
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@cocooncorporate.co.uk quoting your order number. If the items have already been dispatched please follow the advice in our ‘Returns Policy’ section.
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@cocooncorporate.co.uk quoting your order number. If the items have already been dispatched please follow the advice in our ‘Returns Policy’ section.
We deliver to UK addresses. We will deliver to home or business addresses.
Please refer to our Delivery Guide for further information about other delivery information.