Your statutory right of withdrawal
If you are a consumer in the European Union, you may withdraw from your purchase within 14 days of the day you, or someone you nominate, takes physical possession of the goods. You do not need to give a reason. To withdraw, send a clear statement to contactbabycocoon0@gmail.com before the 14 days expire. Nothing on this page limits that right or any other right you hold under mandatory consumer law.
Our 30-day guarantee
On top of your statutory right, we voluntarily accept returns for 30 days from carrier-confirmed delivery. To qualify under this voluntary guarantee, items must be unused, clean and in their original packaging.
Items we cannot accept back
- Sealed items that are unsuitable for return for reasons of health protection or hygiene once the seal is broken - for example teethers, pacifiers and breast-pump parts - unless the item is faulty. This exception is permitted under Article 16(e) of the EU Consumer Rights Directive.
- Goods made to your specification or clearly personalised.
- Gift cards.
- Items damaged by use, by cleaning contrary to the care instructions, or by accident after delivery.
Reduced-price items are returnable on the same terms as everything else. Your right of withdrawal applies to sale items too.
Faulty, damaged or incorrect items
Email contactbabycocoon0@gmail.com with your order number and photos. We will arrange a free replacement or a full refund, including the original delivery cost, at no charge to you.
We ask you to tell us within 48 hours where possible so we can claim against the carrier, but this is a request, not a deadline. Your statutory guarantee against defects lasts two years from delivery in the EU and cannot be shortened by this policy.
Change-of-mind returns
For returns not caused by a fault on our side, you pay the cost of sending the item back. We will tell you the return address and the approximate cost before you send anything. If you used a promotional discount, the refund reflects the amount you actually paid.
How and when you get your money
- We refund to the original payment method, with no fee.
- For a statutory withdrawal we refund within 14 days of being notified, though we may wait until we have the goods back or you show proof of dispatch.
- For our voluntary 30-day guarantee we aim to refund within 3-5 working days of the return arriving. Your bank may take a few days more to show it.
- Original delivery costs are refunded in full for faulty goods and for statutory withdrawals covering a whole order.
Exchanges
For a different size or colour, return the original for a refund and place a new order. That is usually faster than a formal exchange.
How to start a return
Email contactbabycocoon0@gmail.com with your order number and what you would like to happen. We reply within one working day with a return address and instructions. Please wait to hear from us before sending anything back, as unannounced parcels are difficult to match to an order.
Complaints
If we cannot resolve a complaint between us, consumers in the EU may use the European Commission's online dispute resolution platform. Consumers in Switzerland may contact us via the contact page.