Cancellation Policy

Last updated: 2026-10-30

You may cancel any order placed on cocooner.shop before it ships. Once an order has been handed to the carrier, it can no longer be cancelled but can be returned under our Return & Refund Policy. Operated by (registration no. ).

Cancellation Window

Order statusCan it be cancelled?How
Processing (not yet shipped)✅ YesEmail us — full refund to original payment method
Shipped / in transit❌ NoRefuse delivery or use the standard return process after receipt
Delivered—Request a return within 30 days of delivery

How to Cancel

  1. Email [email protected] with your order number and the subject line "Cancellation request".
  2. We confirm by reply whether the order has shipped. Requests received before shipment are cancelled and refunded in full.
  3. Refunds for cancelled orders are issued to the original payment method within 3–5 business days; your bank may take a further 5–10 business days to post the funds.

Cancellations by Us

We may cancel an order and issue a full refund if: the item is out of stock or discontinued; the pricing or product information contained a material error; the order failed fraud or address verification and could not be confirmed within 5 business days; or delivery restrictions apply to your location. You will be notified by email with the reason.

Made-to-Order & Personalized Items

Personalized, engraved, or made-to-order items can be cancelled free of charge within 24 hours of ordering; after that, production may have begun and cancellation may not be possible unless the item is faulty.

Refused or Undeliverable Shipments

If a shipment is refused at delivery or returned to us as undeliverable due to an incorrect address provided at checkout, any shipping costs actually incurred may be deducted from the refund. We will always contact you first to arrange re-delivery where possible.

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