Frequently Asked Questions (FAQ)

Have questions? Our FAQ page has all the answers! From ordering and shipping to returns, product care, and safety, we’ve covered everything to make your shopping experience smooth and hassle-free. If you need further assistance, feel free to reach out to us!

1. General Questions

What is Cocun, and what do you sell?

Cocun is a premium brand specializing in high-quality baby essentials, including baby loungers, bedding, and accessories designed for safety, comfort, and convenience.

Why should I choose Cocun for my baby?

We prioritize safety, premium materials, and ergonomic design, ensuring our products provide the best care and comfort for your little one.

Are Cocun products tested for safety?

Yes! Our products meet strict safety standards and are non-toxic, hypoallergenic, and free from harmful chemicals.

Do you offer discounts or promotions?

Yes, we frequently run discounts and special offers. Sign up for our newsletter or follow us on social media to stay updated.

How can I contact customer support?

You can reach our customer service team via email, phone, or live chat on our website.

2. Ordering & Payment

How do I place an order?

Simply browse our shop, select the products you love, add them to your cart, and proceed to checkout.

What payment methods do you accept?

We accept credit/debit cards, PayPal, Apple Pay, Google Pay, and other secure payment methods.

Is my payment information secure?

Absolutely! We use SSL encryption to protect your payment details and ensure a safe checkout experience.

Can I modify or cancel my order after placing it?

Orders can only be modified or canceled within 12 hours of purchase. Contact us immediately if you need changes.

How do I track my order?

Once your order is shipped, you will receive a tracking number via email to monitor its progress.

3. Shipping & Delivery

Where do you ship?

We ship United Kingdom (UK) Nationwide! Delivery times vary based on your location.

How long does shipping take?

Domestic Shipping (UK/EU): 5-7 business days

How much does shipping cost?

Shipping fees depend on your location. Free shipping is available for orders above a certain amount.

What shipping carriers do you use?

We partner with trusted couriers like FedEx, DHL, UPS, and USPS for secure and timely delivery.

Do you offer express shipping?

Yes! Express shipping options are available at checkout for faster delivery but only for selected Items.

My order hasn’t arrived. What should I do?

Please check your tracking details. If there’s an issue, contact our support team for assistance.

Do you ship to PO boxes or APO addresses?

Yes, we ship to PO boxes only for military addresses, but delivery times may vary.

4. Returns & Refunds

What is your return policy?

We offer a 30-day hassle-free return policy if you’re unsatisfied with your purchase. Items must be unused and in original packaging.

How do I request a return?

Visit our Returns page, fill out the return request form, and follow the instructions provided.

Are returns free?

Return shipping costs are the customer’s responsibility, except for defective or incorrect items.

How long does it take to process a refund?

Refunds are processed within 5-7 business days after we receive the returned item.

My item arrived damaged. What should I do?

Please contact us immediately with photos of the damaged product so we can assist you with a replacement or refund.

5. Product Information & Safety

Are Cocun baby loungers safe for newborns?

Yes, our baby loungers are designed for safe lounging, tummy time, and supervised naps. They are not meant for unsupervised sleep.

Are your materials organic and hypoallergenic?

Yes! We use breathable, non-toxic, and hypoallergenic fabrics to ensure maximum comfort and safety.

How do I clean my Cocun baby lounger?

Most of our products come with removable, machine-washable covers for easy cleaning. Please check individual product care instructions.