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 Message Card and opt to have a handwritten 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 boxes 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 box, with items you see on the site, or require us to create a special pack for a particular recipient or occasion simply click on Create Your Own on the left hand menu and tell us your requirements.
Message Card and Tag
If you choose to complete the Message Card, you can add a personal message which will be transferred onto the Message Card and placed inside the box. We will also handwrite the “to” and “from” sections of the Tag on the outside of the box for that personal touch.
If you are ordering more than one item and you need both (or more) to have handwritten Message Cards and Tags, please type a clear description of which message goes with which gift box in the message box. We may have to contact you if this is unclear to us.
We will make every effort to ensure your Message Cards and 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 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 firstname.lastname@example.org 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, K2 House, Unit 123, Heathfield Way, Dallington, Northampton NN5 7QP. 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. Orders need to be ordered in advance so they are ready for collection.
If you are collecting boxes 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 boxes to be sent abroad
Sorry, but we do not currently offer this facility and only deliver to UK addresses.
Ordering boxes to be delivered to BFPO addresses
We now deliver to BFPO addresses, although some restrictions may apply. We rely on the BFPO delivery service to deliver for us, and delivery can take up to a week or longer in some cases.
Ordering boxes 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 email@example.com 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 firstname.lastname@example.org quoting your order number. If the items have already been dispatched please follow the advice in our ‘Returns Policy’ section.
We do not currently have a pre-order facility on our website, although this is currently under development, as we realise our customers may want to order for people to be delivered in the future. If you wish to pre-order please email us at email@example.com and we will do our best to help you.
Where we deliver to
We only deliver to UK addresses. The UK includes England, Northern Ireland, Scotland, and Wales. Unfortunately we cannot deliver to BFPO addresses at the present time. Will deliver to home or business addresses. Next Working Day delivery option is not available for the following - Northern Ireland Scottish Highlands & Islands Scilly Isles, Isle of Man, Channel Islands, the following postcodes: AB31-38, 40-56,HS, IV1–28, 30-32, 36, 40-49, 51-56, 63, KA27&28, KW1-17, PA20-28, 41-49, 60-78, PH4-44, 49-50, ZE, Northern Ireland (BT), Isle of Man (IM), Channel Islands.
Regrettably, for security reasons we cannot deliver to PO Box numbers.
Please refer to our Delivery Guide' for further information about cut off times for Next Working Day deliveries, delivery process and other delivery information.
If your question has not been answered, please take a look at our Frequently Asked Questions, or Contact Us.