FAQs

The name Cocoon 17 comes from our founder's home. It's where family and friends gather, meals are shared and memories are made. For us, home should feel like a cocoon, warm, welcoming and filled with things that bring joy. That feeling sits at the heart of everything we do at Cocoon 17.

Standard Delivery

• £7 flat rate

• UK Delivery within 3–5 working days (Northern Ireland - please allow 5-10 working days)

Express Delivery

• £10

• UK Delivery within 1–2 working days (Northern Ireland - please allow 3-5 working days)

Free Delivery

Enjoy free standard UK delivery on all orders over £70.

Delivery Partner

All orders are shipped via Royal Mail and DHL.

Once your order has been dispatched, you'll receive a confirmation email containing your tracking number so you can follow your parcel's journey.

Knife Orders

In accordance with UK legislation, knives and bladed products can only be sold to customers aged 18 or over.

For knife orders, Royal Mail operates an age verification service and may request valid photographic identification upon delivery. These items can only be delivered to someone aged 18 or over at the delivery address.

Damaged or Missing Items

If your order arrives damaged, incomplete or you believe an item is missing, please contact us within 48 hours of delivery at contact@cocoon17.com and include photographs where possible. We'll work quickly to resolve the issue.

Questions?

If you have any questions about your order or delivery, please contact us at contact@cocoon17.com and we'll be happy to help.

Every brand and product is carefully selected for its quality, craftsmanship and timeless design. We focus on products that are made to be used and enjoyed for years to come, rather than following short-lived trends. If we wouldn't use it in our own home, it doesn't make the collection.

We offer a flat-rate standard UK delivery service for £7 per order. Express delivery is also available for £10. Delivery options and costs will be displayed at checkout before you complete your purchase.

Returns

To be eligible for a return, your item must:

• Be unused and in its original condition
• Be returned with any original tags, labels and packaging
• Be accompanied by proof of purchase

To request a return, please contact us at contact@cocoon17.com.

Returns should be sent to:

Cocoon17
c/o Tidal Fulfilment
Upper Brockington
Bredenbury
Herefordshire
HR7 4TH

Returns sent without prior authorisation may not be accepted.

Return Postage Costs

Unless an item is faulty, damaged, or sent in error, the cost of returning an item is the responsibility of the customer.

We strongly recommend using a tracked delivery service and obtaining proof of posting, as we cannot accept responsibility for returns lost in transit.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival.

If your item arrives damaged, faulty, or you have received the wrong item, please contact us as soon as possible at contact@cocoon17.com so we can resolve the issue promptly.

Where an item is confirmed as faulty or incorrect, we will arrange a replacement, refund, or reimbursement of reasonable return postage costs.

Returning Knives and Other Bladed Products

For the safety of postal workers, fulfilment staff and recipients, all bladed items must be packaged securely for return.

Sharp edges and points must be protected with strong cardboard or other suitable protective material to prevent the blade piercing the packaging during transit.

Where a knife or bladed product is being returned, customers must use an appropriate tracked postal service permitted for bladed items, such as:

• Royal Mail Tracked Returns®
• Royal Mail Special Delivery Guaranteed Returns®
• Parcelforce Worldwide Returns

Bladed items must not be returned using Business Response or Freepost services.

Any bladed item returned in unsafe packaging may be refused and returned to the sender.

Non-Returnable Items

We are unable to accept returns for:

• Gift cards
• Personalised or bespoke products
• Perishable goods
• Personal care products where hygiene seals have been broken
• Hazardous materials, flammable liquids or gases
• Sale or clearance items (unless faulty)

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Exchanges

We do not offer direct exchanges.

If you would like a different item, please return the original item for a refund and place a new order.

European Union Customers

If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving your goods without providing a reason.

Items must be returned unused, in their original condition and packaging, and accompanied by proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method within 10 business days. Please note that your bank or card provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at contact@cocoon17.com.

Standard delivery typically takes 3–5 working days. If you need your order sooner, express delivery is available and usually arrives within 1–2 working days.

For Northern Ireland please allow 5-10 days for Standard, and 3-5 days for Express.

Yes. We offer free standard UK delivery on all orders over £70.

All Cocoon 17 orders are delivered by DHL. You'll receive tracking information once your order has been dispatched.

Yes. Once your order has been dispatched, you'll receive a confirmation email containing your tracking number so you can follow your parcel's journey.

We hope you'll love your purchase, but if you're not completely satisfied, you can request a return within 30 days of receiving your order.

Items must be unused, in their original condition and packaging, and accompanied by proof of purchase. Please contact us before returning any item so we can provide return instructions.

For full details, please read our Returns & Exchanges Policy here.

Please read our Returns & Refunds policy here

We work closely with our suppliers and fulfilment partners to keep stock availability as accurate as possible. Occasionally an item may become unavailable after an order is placed. If this happens, we'll contact you promptly to discuss alternative options or a refund.

Yes. To comply with UK legislation, DHL operates an age verification service for knife deliveries. You may be asked to provide valid photographic identification upon delivery and the parcel can only be handed to someone aged 18 or over.

Simply join our mailing list and we'll send your exclusive 10% welcome discount code straight to your inbox. The code can be used on your first order, subject to any exclusions detailed in the email.

When you place an order or sign up to our mailing list, we'll collect the information needed to process your order, provide customer support and, if you've opted in, send you updates about new collections, inspiration and exclusive offers.

We take your privacy seriously and will never sell your personal information to third parties. You can visit our Privacy Policy here.

Only if you choose to join our mailing list. You can unsubscribe at any time using the link included in every email.

You have the right to request access to the personal information we hold about you, ask for corrections or request that your data be deleted, subject to any legal obligations we may have to retain certain information.

Please contact us at contact@cocoon17.com and we'll be happy to help. You can also visit our Privacy Policy here.

Yes. All payments are processed securely through trusted payment providers. Cocoon 17 does not store your full payment card details.