Customer service

We work hard in the warehouse to get your items shipped as quickly as possible! Our goal is always to dispatch orders within 24 hours of receiving them, and our e-marked statistics confirm that we ship 100% of our orders within 48 hours.

Once GLS or BRINK has collected the parcel from us, you will typically receive it the very next day. This applies to both parcel shop deliveries and home deliveries.

Absolutely. We are constantly working on expanding our shop so you can find everything you need for a natural and chemical-free sleep environment.

If there is something you are missing, please do not hesitate to contact us. Many of our best products have actually been developed based on a request from a customer.

Feel free to send us your idea via the contact form at the bottom of this page – we always listen!

First of all, welcome to Cocoon Company’s customer club! When you sign up for our customer club, you will receive 2 emails from us:

1. An email with your login details.
2. An email with your personal discount code.

To use the discount code, there is one important rule: You must be logged into your profile for the discount code to work.

The system needs to recognize you as a member of the customer club in order to activate the discount.

Therefore, you must do the following:

Log in to your profile:

• On PC: Click the small “person icon” in the top left corner and log in.
• On mobile: Scroll all the way down to the bottom of the page and tap “Your account”, then log in to your profile.

You can then add items to your cart, proceed to checkout, and enter the discount code from your email.
The discount will now be deducted automatically.

Remember to check your spam filter if you have not received the email with the discount code shortly after signing up.

We do everything we can to keep our shelves stocked, but sometimes things move fast!
Luckily, you don’t have to check the shop every day if your favorite item is out of stock. On the product page itself, you can click “Notify me when the item is back in stock”, enter your email address, and click “Sign me up”.

We will then automatically send you an email as soon as the item is back in stock. This is a pure service, completely non-binding, and you will only receive an email when the item is actually available for purchase again. You will not be subscribed to the newsletter or customer club by using this function.

Would you like to get an estimated date for when we expect the item back in stock? Feel free to contact us via the contact form – we will check how far along the product is in production and get back to you as soon as possible.

As soon as your order has been completed, our system automatically sends an order confirmation to your email. Have you not received it within a few minutes? Then start by checking your spam folder – sometimes the email may end up there.

If it’s not in the spam folder either, it may be that a typo occurred during checkout and an incorrect letter was entered in your email address.

In that case, simply contact us – preferably by phone, so we can quickly correct the error. We can easily find your order in the system using your phone number or name, confirm that everything has been received correctly, and resend the order confirmation to the correct email address.

You can call us at +45 40 49 11 32 on weekdays from 8:00–13:00 and 13:30–15:00.

You are welcome to try outside the above phone hours – sometimes we still answer.

Yes, in principle you can. We are happy to help you get exactly what you need shipped. This only requires that the order has not yet been packed at our warehouse. Since we process orders quickly, time is a crucial factor. We therefore recommend that you contact us as soon as possible – preferably by phone for the fastest response, or via email.

When contacting us, we need:

1. Your order number.
2. Precise information about what you would like to change or add.

How the change works:

• If you want to remove an item: We manually adjust your order and reduce the amount. We never charge for deleted items. Instead, we notify your bank to release the reservation on your account. Worth knowing: It may take a few banking days before the funds are visible in your account again, depending on your bank and the payment method used. If you have questions about the release, we recommend contacting your bank.
• If you want to add an item: We create a separate “additional order” for the new items. You will then receive an order confirmation email and an email with a secure payment link. As soon as you have paid via the link, we will pack the two orders together so you receive everything in one combined shipment.

Please note: Since changes require us to remove the order from the automated flow and handle it manually, there may be a slight delay in dispatch compared to our normal delivery time.

Yes, if you have changed your mind, we can cancel your order as long as it has not yet been sent for packing at our warehouse.

As we work quickly to get parcels shipped, we recommend that you contact us immediately by phone or email.

What happens when the order is cancelled?
Once we have confirmed that we were able to stop the order in time, we delete it from our system.

Since we only charge the payment when the item is shipped, this is usually just a reservation on your card. When we cancel the order, we notify your bank to release this reservation. The money is therefore not “refunded” in the traditional sense, but simply released back to your account. Depending on your bank and the payment card used, it may take a few banking days before the amount is visible in your balance again.

If your order has already been packed, unfortunately we cannot stop it in time, but you will of course always have the option to use your right of return once you receive the parcel.

We never charge the payment before your order has been packed and shipped from our warehouse.

When you complete the purchase on the website, the bank initially only makes a reservation of the amount on your card. This means the money is “set aside” but is only transferred to us once the parcel is on its way to you.

If we – unexpectedly – have to cancel your order or remove an item, the money will not be charged and the reservation will be released (see the section on cancellation).

When we cancel an order, we notify your bank to release the reservation of the amount on your account. However, it may take a few banking days before the money is visible in your account again, depending on your bank and the payment method used. If you have questions about the release and when you can expect the money to be visible again, we recommend contacting your bank.

If a product is missing from your order, we are very sorry! Even though we take great care, a human error can unfortunately occur in the warehouse, where an item is forgotten.

If you are missing an item, please use our claims form so we can quickly send the missing item or refund the amount.

How to proceed:

1. Go to our returns portal.
2. Select “I have only received part of my order”.
3. Fill in the fields and submit the form.

Once we have received your form, we will investigate the case immediately and get back to you with a solution.

NOTE: Be careful not to throw away the packaging from your order if you are missing an item. Occasionally, items can hide in our paper and cardboard filling, so please double-check that the missing item is not hidden somewhere in the packaging.

It can be frustrating to have to pick up your parcel at a different location than planned. When this happens, it is due to a decision made by the carrier at the time of delivery.

Unfortunately, as a webshop we have no influence over this redirection, as carriers reserve the right to deliver to the nearest available pickup point if the selected one is unavailable.

The most common reasons for redirection are:

• Lack of space: This is the most common reason. If the selected parcel shop or locker is full, the driver delivers the parcel to the nearest available location to avoid returning it to the terminal. This happens especially during busy periods such as Black Friday and Christmas.
• The parcel shop is closed or discontinued: If the shop is closed for holidays, has changed opening hours, or has ended its cooperation with the carrier, the parcel is automatically redirected.
• Parcel size: Some smaller parcel shops (e.g. kiosks) have limited storage space and may reject very large or heavy parcels. In these cases, the parcel is delivered to a location that can handle the shipment.
• Operational disruptions: In rare cases, breakdowns of parcel lockers, traffic conditions, or illness may require the driver to use an alternative delivery location.

You will always be able to see where the parcel ended up via the tracking link you received by email or SMS.

Our normal delivery time is 1–2 business days from order placement. If you have not received your order after 3 days, we recommend that you contact us via our returns and claims portal. Here you select “I have not received my order”, fill in your details, and submit the form.

As soon as possible after receiving your inquiry, we will contact the carrier to try to locate your parcel. If the parcel appears to be lost, a search will be initiated. GLS has 10 working days to locate the parcel, and if they are unable to do so, the parcel is declared lost, after which we can send a new shipment.

If you have any questions, you are very welcome to contact us via the contact form below.

Have you changed your mind about your purchase? That’s perfectly okay. We have made it easy to return items via our returns portal.

How to proceed:

1. Create a return case: Go to our returns portal and enter your email and order number.
2. Select items: Mark the items you wish to return.
3. Write a reason: Feel free to add a comment explaining why you are returning the items. We appreciate it.
4. Get a label: You will then be redirected to our returns portal at Shipmondo, where you can order a return label via our agreement with GLS at our rates. If you wish to return the items using another carrier, you are welcome to do so, but in that case we cannot assist.
5. Pack securely: Carefully pack the item so it reaches us in the same condition as when you received it. Please feel free to reuse the box we shipped the items in.
   Important packing tip: To protect the environment – and ensure your parcel arrives safely – we recommend reusing the cardboard box you received the items in, so your parcel is system-compliant. Read more about returns.
6. Send: Drop off the parcel at your nearest parcel shop.

Yes, there are certain items for which the right of withdrawal does not apply. This primarily concerns items where hygiene or the nature of the product plays a decisive role.

You cannot cancel the purchase of:

• Broken seal
  If you break the seal on an item, e.g. essential oils, you lose your right of withdrawal for health protection and hygiene reasons.
• Custom-made items
  Items that are made specifically to your measurements or have a clear personal customization.

What if I have tried the item? For all items, you are allowed to examine them as you would in a physical store. If you use the item in a way that reduces its resale value (or discard the original packaging), you can still cancel the purchase – but we will deduct the depreciation from the amount you receive back.

You can read all details in our terms and conditions under the section “Right of withdrawal”.

As a general rule, our warehouse and office in Fårvang are not set up for visitors, as we do not have a physical store or reception.

However – we are always open to dialogue. If you live nearby and would like to save on return shipping, we are happy to try to find a solution. This does require a prior agreement, so please call us at +45 40 49 11 32 and let’s see if we can find a suitable time.

When exercising your right of withdrawal, you are responsible for paying the return shipping costs. You are welcome to purchase a return label from any carrier, as long as the carrier delivers to our business address and within our opening hours. We are confident that GLS does this, and therefore recommend purchasing a return label via GLS’s own portal at send.gls.dk. A return label with GLS costs between 59 DKK and 174 DKK, depending on the weight of the parcel.

You are welcome to purchase a return label from any carrier, as long as the carrier delivers with home delivery (directly to our address) and within our opening hours.

We are confident that GLS does this, and therefore recommend purchasing a return label via GLS’s own portal at send.gls.dk

You always have a 14-day right of withdrawal from the day you receive your parcel.

How to exchange as quickly as possible
As we are a webshop, we do not carry out direct exchanges (e.g. from size M to L) upon receiving the return parcel. Instead, we refund the amount for the items you return.

If you want a different item, color, or size, we therefore recommend the following:

1. Place a new order for the desired item immediately. This ensures it does not sell out and that you receive it quickly.
2. Return the incorrect item to us via our returns portal. As soon as we receive it, we will refund the amount to your payment card*.

This way, you avoid waiting time in the “exchange process”.

*Remember to notify us of the return no later than 14 days after receiving the product, and to send the product back no later than 14 days thereafter to comply with the return deadline. If you are unsure about the return options, you can read our detailed description in our terms and conditions.

If you have an item you wish to make a claim on, please use our claims form so we can quickly assess the case and, if necessary, send you a replacement item.

How to proceed:

1. Go to our returns portal.
2. Select “I wish to make a claim”.
3. Enter your order number and the email address used for the order.
4. Fill in the fields, attach photos, describe the defect, and submit the form.

Once we have received your form, we will investigate the case immediately and get back to you with a solution.

It is very unfortunate to receive a damaged parcel, but if it happens, it is important that you react quickly and correctly so we can help you.

Important: NEVER throw away the packaging! You must keep the box, filling material, and product packaging until the case is fully resolved. Without the packaging, we cannot process a replacement claim.

How to proceed – step by step:

1. Do not use the item.
2. Take photos (before fully opening / discarding anything):
   1. Photos of all external sides of the parcel.
   2. A clear photo of the shipping label (must be readable).
   3. Photos of the actual damage to the item.
   4. Photos of the contents as they were packed in the box (internal packaging).
3. Go to our returns portal.
4. Select “My parcel has shipping damage”.
5. Enter your order number and the email address used for the order.
6. Fill in the fields, attach photos, describe the damage, and submit the form (preferably within 24 hours of receipt).

Please note: If the parcel was shipped with GLS or DAO, you must also report the damage directly to them via their website. Contact us and we will guide you.