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Terms and conditions
General information
Valid from 01.11.2023
www.cocoon-company.com is owned by Cocoon Company ApS
Cocoon Company ApS
Erhvervsparken 1
8882 Faarvang
Danmark
CVR: 33599994
Payment
All prices on www.cocoon-company.com include VAT by default.
Possible payment options:
- Dankort
- VISA
- MasterCard
- MobilePay
- Mastercard/VISA Debit
- Klarna - Buy now. Pay later.
You can choose to pay with Klarna. Klarna will offer you specific payment terms. For further information or questions regarding your payment, please visit Klarna's website or contact Klarna's customer service.
If you pay with a private payment card issued within the EU, there will be no fee on the payment.
Reservation of payment
When paying with international payment cards - such as Visa and MasterCard - the payment will be reserved on your account in accordance with the terms of your card, until:
- We withdraw the amount, when the order is dispatched from our warehouse, or
- The money will be released in accordance with the agreement with your card issuer
The above applies to Dankort, MasterCard, VISA, MobilePay, Google Pay and Apple Pay.
The reservation on the card is valid for 7 working days. After that, it is up to your card issuer how long the amount can be available and when the reservation is canceled and the amount is made available on your account again. You can read more about the rules for your specific card from your card issuer.
If you have paid for your item via bank transfer, you as a buyer are not covered by the objection system. This also applies if you pay via PayPal. Read more about the conditions on PayPal's website.
In the event of goods being out-of-stock or delayed delivery, Cocoon Company ApS tries to inform the customer as soon as possible about this, and how the parties can resolve the matter - e.g. by crediting the purchase, or advice on finding a similar item in Cocoon Company's selection.
All prices are subject to change without notice. We cannot be held liable for technical errors, typing errors, items that have sold out, price changes imposed by suppliers and changes in Danish sales taxes, fees and currency. If a price has an obvious error, and it is reasonable to assume that the error is obvious for the customer also, Cocoon Company ApS is not obliged to supply the product in question at the incorrect price.
Vouchers
Vouchers from Cocoon Company ApS are issued electronically and must be redeemed on our website. A voucher issued from our online webshop www.cocoon-company.com can only be used in the webshop, and not in our Copenhagen concept store. If the credit voucher is used for the purchase of goods for a value that is less than the amount deposited, the remaining value will remain on the card.
Vouchers from Cocoon Company ApS are valid for 3 years from the date of issue.
Shipping
Delivery of goods from www.cocoon-company.com is deemed to have taken place when the consumer has received the goods. Goods are shipped with GLS, DPD or PostNord. Delivery time 3-5 days, unless otherwise specified or agreed between Cocoon and the customer. We do not ship orders on weekends or holidays. Delivery is made to the delivery address provided by the customer, or the nearest parcel shop.
Please note that on busy days such as Black Friday, we cannot guarantee that your parcel will be delivered to the selected parcel shop if it is full.
See detailed delivery options and delivery prices here.
|
|
Delivery from |
Free delivery from** |
|
EURO ZONE 1 |
EUR 12 |
EUR 109 |
|
EURO ZONE 2 |
EUR 15 |
EUR 169 |
|
EURO ZONE 3 |
EUR 20 |
EUR 249 |
|
Other countries |
Upon request |
– |
* Currently no delivery to non-bridged islands.
** Free delivery to parcel shop where possible.
Orders to UK:
Orders to United Kingdom only possible over €209 including €39 shipping and export fees (equivalent to £135 + shipping and export fees). Be aware that imported products may be subject to import duty/tax payment upon arrival to the UK.
Orders to countries outside of Europe:
Orders that are shipped to countries outside of Europe will include a €39 shipping and export fee. Be aware that imported products may be subject to further import duty/tax payment upon arrival to countries outside of Europe.
Private delivery with courier: depends on product and delivery address
Larger and heavier packages, such as mattresses, mattress toppers and beds, are delivered by carrier/courier. As a general rule, the carrier delivers the order to your door as long as the individual boxes are under 20 kg. All other shipments are delivered as close to your door as possible, or at the nearest kerb. Delivery with a forwarder does not, as a rule, include carrying the parcels into or up to the delivery address. Orders sent by carrier are delivered as quickly as possible, and therefore it is not possible to give a specific time for delivery.
If there is no place indicated where the package can be left, there must be someone to receive the item. If the package is to be left, notice must be given in advance where the package can be left, at the customer's own risk. The courier must have a telephone number on which he can notify the recipient when the order is expected to arrive at the delivery address.
Shipping damage
When the package arrives, it is important that you check whether the packaging or any the items are damaged. If it is, you must object and write it on the receipt. If you fail to do so, the transport company can disclaim any responsibility for the transport damage. You must notify us immediately in the event of shipping damage, and within 24 hours at the latest. Feel free to take a photo of the packaging before unpacking the item, so you are sure to have documentation if it turns out that the item is damaged.
Package not picked up from parcel shop
If you have not collected your parcel from the parcel shop within the given time limit (often 7 work days), the parcel will be returned to Cocoon's warehouse. We reserve the right to charge a fee corresponding to our actual expenses in connection with GLS's transport of the package. If the order is subsequently canceled in accordance with the cancellation right, a fee of EUR 13.50 will be deducted, corresponding to the shipping costs of receiving an undelivered package back to DK.
Note that cancellation of the purchase can only happen if you give explicit notice by email that you want to cancel. You therefore cannot cancel your purchase, by not collecting the package from the parcel shop. If you wish to have the package sent again, no fee is charged for the return of the package. Instead, the package can be re-sent for a normal shipping fee, cf. the price list above.
Cancellation rights
As a consumer, you have a 14-day period during which you can cancel your online purchase. The cancellation period expires 14 days after you have received the products. If you have ordered several different items in one order, but they are delivered individually, the deadline runs from the day you receive the last item.
The deadline means that you have 14 days from receipt to notify us that you want to cancel your purchase. If you wish to make use of your right of cancellation, you must send an email to shop@cocooncompany.dk, in which you clearly express that you wish to cancel the purchase, or parts of the purchase. You cannot cancel the purchase by refusing to receive the item without notifying us at the same time (see above: "package not picked up from parcel shop").
No refunds are given on items purchased in our physical store, but items can be returned and exchanged for a voucher. Exchanges can only be made in the store on presentation of the original receipt and within 14 days.
Returning part of the purchase
If you have purchased several items from us, you have the option of returning one or more items, even if they were purchased in one order. However, you should be aware that the discount on a package offer requires the purchase of the entire package. Should you therefore wish to regret the purchase of a product from a starter package or bundle, the associated discount given on the package offer will therefore no longer apply. The discount in question, which was given on the package when the order was placed, is therefore deducted from the return amount when refunding. Also note that you will not get the shipping costs back if you regret parts of your purchase.
Return
Once you have notified us that you want to cancel your purchase, you have 14 days to send the item back to us. You must pay for the package to be returned, and you are liable if any damage occurs during transport. As the sender, you are responsible for adequate and proper packaging and marking it with one (and only one label) shipping label.
Certain items cannot be returned by normal post.
This applies to:
- Items larger than 300 cm (circumference + length) and 20 kg. These will also be delivered by carrier.
- If you wish to return a product that cannot be returned by normal post, contact our customer service at shop@cocooncompany.dk and ask about other options.
No right to return
These products cannot be cancelled/returned:
- Goods which are manufactured according to your specifications or have been given a distinct personal touch, for example specially sewn kapok products.
- Sealed goods which for health protection or hygiene reasons are not suitable for return and where the seal has been broken. For example, essential oils. For these goods, the right of withdrawal only applies if the original packaging is intact.
- Goods where the customer has accepted that the product has a fault.
The condition of the item when you send it back
Please be aware that, for the sake of our other customers, there are certain requirements to the returned products. If the item has lost value and this is because you have used it in a way, other than what was necessary to establish the nature, characteristics and way of functioning of the item, you can only get a part of the purchase amount back. The amount you can get back depends on the commercial value of the item, and in some cases it may mean you can only get back the shipping costs. This could be cases where the products show signs of having been used or simply unpacked in a room with dust, animals or smoke; and where it is considered that the product will not be able to be sold on to another customer. Instead, you should pack the item carefully in a box that is large enough, so that the item does not get wrinkled. Original labels must not be removed if the item is to be returned. If the original packaging is missing, this may lead to a decrease in the value of the item.
Refund of the purchase amount
If you regret your purchase, you will get your money back. If the item is impaired, we deduct the amount you are liable for.
We return the money with the same means of payment that you used for the purchase, unless we have agreed otherwise.
The item should be sent to:
Cocoon Company ApS
Att: Customer service
Erhvervsparken 1
8882 Faarvang
Danmark
We only receive packages that are sent directly to the address.
You can also cancel the purchase by notifying us and handing it in personally to the above address. This must be done by prior arrangement with customer service on tel. +45 40491149 or by email shop@cocooncompany.dk.
Right to complain
When you shop with us as a consumer, the Danish Sale of Goods Act applies. This means that you have the right to complain for 24 months.
If your complaint is justified, you can either get the item repaired, exchanged, get the money back or a reduction in the price, depending on the specific situation. As a consumer, you must report within a "reasonable time" after you have discovered the error.
If you have a product you would like to complain about, please send an email to shop@cocooncompany.dk with pictures of the product and the problem, and with a detailed description of the complaint. Together we find out whether we can approve the complaint without seeing the item physically, or whether we need to get the item back and assess the problem physically. If the complaint is justified, or if we need to have the item sent back for assessment, we will send you a return label that you can use to send the item back. The item must always be sent back in proper packaging so that the item cannot be damaged during transport. As the sender, you are responsible for adequate and proper packaging and that the package is sent with only one label on the package. Remember to also get a receipt for sending the item in case the package should disappear during transport.
Privacy policy
We need the following information when you shop with us:
Name, address, phone no. and email address.
We register and pass on the personal data that is necessary to be able to deliver the goods to you. The personal information is registered with Cocoon Company ApS and stored for five years, after which the information is deleted. We also collaborate with a number of other companies that store and process data. The companies only process information on our behalf and may not use it for their own purposes.
We only work with data processors in the EU or in countries that can provide your information with sufficient protection.
The data controller at www.cocoon-company.com is Martin Dahlmann.
You have the right to be informed about which information we process about you.
If you believe that the information is inaccurate, you have the right to have it corrected. In some cases, we are obliged to delete your personal data if you ask for it. It can, for example, be if your data is no longer necessary in relation to the purpose for which we were to use it. You can also contact us if you believe that your personal data is being processed in violation of the law. You can write to us at: shop@cocooncompany.dk.
Klarna
In order to be able to offer you Klarna's payment methods, we can pass on your personal data in the form of contact and order information to Klarna at checkout, so that Klarna can assess whether you are qualified for their payment methods and to tailor these payment methods to you. Your personal data that is transferred is processed in accordance with Klarna's own privacy policy.
You can read our privacy policy HERE
Cookie policy
A cookie is a small data file that is sent to the browser and stored there so that a website can recognize your computer. All websites can send cookies to your browser if the browser settings allow it. Websites can only read information from cookies they have stored themselves and cannot read cookies from other websites. There are two types of cookies: permanent and temporary (session cookies). Permanent cookies are stored as a file on your computer for a longer period. Session cookies are temporarily placed on your computer when you visit a website, but disappear when you close the page, which means they are not permanently stored on your computer. Most companies use cookies on their websites to improve usability, and cookies cannot damage your files or increase the risk of viruses on your computer.
What do we use cookies for?
Many functions on a website depend on a cookie being placed when a user visits a website, so first of all, we set cookies to have a functional page. We also use both 1st party and 3rd party cookies to improve the user experience on our site and offer relevant marketing. When a 3rd party cookie is set, it means that we have allowed a third party, such as a social media, Google Analytics or similar. to place a cookie in your browser when you visit our website.
You can read our cookie policy HERE
Where to file a complaint
If you as a consumer want to complain about your purchase, you must contact shop@cocooncompany. If we are unable to find a solution, you can send a complaint to the EU Commission's online complaints portal here - http://ec.europa.eu/odr
The terms and conditions were last updated on November 24th 2023