Returns

Quick Tip: Start a return, report an issue with your item, and explore other options in the My Orders section.

At Cocun Baby Shop, we aim to provide high-quality baby products while ensuring customer satisfaction. However, we understand that sometimes a product may not meet expectations. Our return policy is designed to accommodate return requests under specific conditions.

General Return Policy

We accept returns for most eligible items within 7 days of delivery. The item must be in unused, original condition with all tags, labels, manuals, and accessories intact. Items must be returned in their original packaging, or if the packaging is damaged, a suitable alternative must be used.

For items that were delivered disassembled, they should be returned in the same disassembled state. Failure to follow these guidelines may impact eligibility for a refund or replacement.

Cocun Baby Shop reserves the right to assess the condition of the returned item before processing refunds or exchanges. The final decision on refund approval rests with our return specialists.

Non-Returnable Items

For health, hygiene, and logistical reasons, certain categories of products are strictly non-returnable, including:

  • Personal care products (e.g., pacifiers, teething rings, nursing accessories)
  • Hygiene-sensitive items (e.g., diapers, baby wipes, breast pumps)
  • Customized or personalized products
  • Gift cards, digital products, and promotional items
  • Items marked as “Non-Returnable” on the product page
  • Clearance and final sale items
  • Items purchased during special promotional campaigns with specific return restrictions

We recommend that customers carefully review the product details before making a purchase, as certain exclusions apply depending on the nature of the item and its intended use.

Returns for Damaged or Incorrect Items

If you receive an item that is damaged, defective, or different from what was ordered, please report the issue within 48 hours of delivery via our customer support channels. Failure to report damages within this timeframe may affect the eligibility for a return or exchange.

We may require photo or video evidence of the issue before approving a return. Depending on the situation, we may offer:

  • A replacement of the same item
  • A partial or full refund, subject to our assessment
  • Store credit for future purchases

For damaged or incorrect items, the return shipping fee may be waived, though this is not guaranteed and will be determined on a case-by-case basis.

How to Initiate a Return

To request a return, follow these steps:

  1. Log in to your account and go to the My Orders section.
  2. Locate the item you wish to return and select the appropriate return option.
  3. Fill out the return request form, including your preferred refund method.
  4. Wait for a confirmation email with return instructions.

Depending on your selected return method, you may need to either:

  • Drop off the package at a designated shipping partner location (charges may apply).
  • Schedule a pickup with one of our partner carriers (availability varies by region).

⚠ Important: Cocun Baby Shop does not accept returns at its business address. Returns must be processed through the designated return channels.

Return Shipping Fees & Deductions

Return shipping fees may apply and will be deducted from your refund. The exact amount varies based on:

  • The location of the return
  • The size and weight of the product
  • The selected return method

Original delivery shipping fees and service charges are non-refundable. If a return is initiated due to a customer preference (rather than a defect or error on our part), the return shipping cost will be borne by the customer.

If a return is refused upon delivery or fails to meet return eligibility requirements, Cocun Baby Shop reserves the right to charge a restocking fee or deny the return altogether.

Refund Process & Timeline

Once the returned item reaches our Return Center, our team will inspect it to ensure compliance with our return guidelines. Refunds are typically processed as follows:

  • If approved, refunds are initiated via the original payment method or store credit.
  • If paid via PayPal, the refund will be credited to the same PayPal account.
  • Processing time varies but usually takes 3-5 business days. However, in some cases, refunds may take up to 2 weeks, depending on bank processing times.

Cocun Baby Shop is not responsible for delays caused by external payment processors or banks. If a refund takes longer than expected, customers should contact their payment provider for more details.

Order Cancellations & Return Reversals

If you change your mind after initiating a return, you can cancel the request via the My Orders section, provided the item has not yet been shipped back. Once the return process is in progress, cancellations may not be possible.

Discretionary Returns & Exceptions

Certain items may be eligible for return outside the standard return window, subject to approval by our returns team. Such exceptions are handled on a case-by-case basis and are not guaranteed.

Cocun Baby Shop reserves the right to decline any return request that does not comply with the stated return policy.

Need Assistance?

For additional help regarding returns and refunds, please contact our support team at support@cocun.co.uk. We’re happy to assist with any inquiries, though response times may vary based on volume.