SHIPPING INFO

At COCOON we work everyday for you have the easiest, fastest and most transparent shopping experience possible. 

All orders are shipped from our warehouse in Porto, Portugal and the carrier will be determined by your shipping address.

Delivery hours take place between 9am and 5pm on working days.

We usually recommend that you use your work address to make sure the package is received and collected on first attempt. 

After your order is processed and shipped, you will be receiving a confirmation e-mail with every details you might need.
 

NATIONAL

COUNTRY Portugal 

All orders are shipped from our warehouse in Porto, Portugal and the carrier used will be determined by your shipping address.

TERMS 4,38 €

DELIVERY 2 - 3 Working Days

 

INTERNATIONAL

COUNTRY Spain

TERMS 4,38 €

DELIVERY 2 - 3 Working Days

COUNTRY France and Germany

TERMS 12 €

DELIVERY 3 - 5 Working Days

COUNTRY Belgium, Poland, Romania and Italy

TERMS 14 €

DELIVERY 3 - 5 Working Days

COUNTRY Bulgaria, Estonia, Latvian, Lithuania, Ireland, UK and Switzerland

TERMS 17 €

DELIVERY 3 - 5 Working Days

COUNTRY North America

TERMS 55€

DELIVERY 5 - 10 Working Days

COUNTRY Brasil

TERMS 50€

DELIVERY 5 - 10 Working Days

 


REST OF THE WORLD 

COUNTRY World

TERMS 55€

DELIVERY 5-10 Working Days

INTERNATIONAL TAXES & DUTIES

 

WITHIN THE EUROPEAN UNION 
All taxes and duties are included, meaning nothing will be charged.

OUTSIDE THE EUROPEAN UNION 
You may be subject to local import taxes and duties once your package reaches your country. We have no control over these charges and cannot predict what they might be, meaning all additional costs with taxes, duties and customs charges.

PRIVACY POLICY

PAYMENT

We collect your personal information such as your name, email address and billing address when you place an order with us. That information is collected so we can process and fulfil your order plus send you all necessary information including shipping information and the status of your order. Payment information, like credit card numbers, is processed by Lyra, a payment institution accredited by the The French Prudential Supervision and Resolution Authority (ACPR).

THIRD-PARTY SERVICES

The third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions. For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers. Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.  Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

WHAT DO YOU DO WITH MY INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. Email marketing (if applicable): with your permission, we may send you emails about our brand, new products and campaigns.

HOW DO YOU GET MY CONSENT? 

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

HOW DO I WITHDRAW MY CONSENT?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at cocoonportugal@gmail.com. Rua Henrique Lopes Mendonça nº 253 ap. 42. 4150-396 Porto, Portugal.

PAYMENT METHODS

Credit / Debit Cards

PAYPAL

Offline Payments

 

FAQs

Where can I find size charts per product?


This is a one size only product, you don't have to worry about sizes, it will fit!




When will my order ship?


Orders are shipped within 1-2 business days after being placed with us.




When will my order arrive?


Transit times will vary depending on your location but we deliver between 1 to 10 business days business days.




Can I follow my package?


A tracking number will be sent so you can follow your package throughout the way. You’ll be notified when your package is dispatched, and receive a tracking number and the name of the courier in charge of your shipment.




Do you ship internationally?


We ship worldwide. For rates and more info please check our Shipping Information.




Can I return/exchange an international order?


Returns and Exchanges are available worldwide. Please check our Policy




Do I pay taxes on International orders?


EUROPEAN UNION - All taxes and duties are included - meaning there are no additional charges to you at all. OUTSIDE THE EUROPEAN UNION - You may be subject to local import taxes and duties once your package reaches your country. We have no control over these charges and cannot predict what they might be - meaning all additional costs with taxes, duties and customs charges must be covered by you.




What if my item arrives damaged, defective or incorrect?


Please contact us, with a picture of the damage or the wrong item you received, as well as your order number and contact details.




I don't know where my package is, who should I contact?


A tracking number will be provided when your order is dispatched. If, for any chance you can’t track your package on the courier website, please contact us on cocoonportugal@gmail.com




What forms of payment do you take?


Credit cards, Paypal, MB WAY, Referência Multibanco




Where do I enter my promo code?


After confirming your cart and advancing to check-out, you can add the discount code provided




What's your Return Policy?


If it's as good as new, you have 30 days to return it. Please check our Policy




How Can I Exchange an item?


Communicate exchange: email us at cocoonportugal@gmail.com and tell us your order number, what items you want to exchange. Our Customer Experience Team will get back to you within 24 hours. Packages should be sent to our warehouse address at your own cost. For smoother processing, please inform us about the carrier used and Tracking Number. Once a package is received, checked and approved, we'll exchange it for the desired item, free of additional shipping costs.




Can I return/exchange an international order?


If it's as good as new, you have 30 days to return it. You’ll receive full reimbursement for your purchase and your shipping costs




Can I return Online Purchases in-store?


We don't have a store, but we do have an address where you can deliver personnally if you prefer. Please contact us; we will help you return your items.




Can I return two orders in one package?


Yes, there’s no problem with returning two orders in the same package. Please contact us us with all the details.




How long should I expect to take the process?


Once a package is received, checked and approved, a reimbursement to your original payment method will be issued within 7 working days for the total order value.




How long should I expect for my exchange item to be processed?


Once a package is received, checked and approved, we'll exchange it for the desired item, free of additional shipping costs (it might take from 2 to 10 working days)




Can I get store credit for my return?


No - for the moment, unfortunately we cannot issue a credit for you to use in-store.




Where can I see the care instructions?


Right here or in our main site: Cold wash inside out with similar colors (30ºC) Do not bleach Do not tumble dry Do not dry clean Low heat iron Flat dry




What if the item I want is sold out?


Get in touch with us. We might have extra!