COCOON TERMS OF SERVICE

Last updated: July 2026

These Terms apply to purchases from EIS Brands Limited trading as Cocoon.

Company number: 09377722
Customer support: support@cocoonsleeping.com

By placing an order, you agree to these Terms. Nothing in these Terms affects your statutory consumer rights.

1. Orders

Please check your product, size, fabric, colour, configuration, orientation, delivery address and access measurements before ordering.

A contract is formed when Cocoon sends your order confirmation.

Most Cocoon sofa beds are made to order in your chosen fabric, colour and configuration. Some products may also be made to your individual specifications or clearly personalised.

Reasonable variations may occur in fabric shade, texture, stitching, firmness, finish and measurements. We recommend ordering a fabric sample before purchasing.

2. Payments

We accept Visa Credit, Visa Debit, Mastercard and American Express through our secure payment provider, Viva.

We also accept Klarna, subject to Klarna’s eligibility checks and separate terms.

A 50% deposit is available on selected products where shown on the product page, basket or quotation.

The remaining balance becomes due once manufacture is complete and your furniture has arrived at Cocoon’s UK distribution hub.

The balance must be paid before delivery can be released or scheduled.

3. Order Updates

Cocoon does not provide live online order tracking.

For an update, email support@cocoonsleeping.com or reply to your original order confirmation. Please include your order number and postcode.

We aim to respond within 24 hours, excluding weekends, bank holidays and unusually busy periods.

4. Manufacture and Delivery

From order to delivery, mainland UK postcodes normally take approximately 28 working days.

Once manufacture is complete, transport from our EU factory to the UK distribution hub normally takes approximately 2–3 working days as part of the overall delivery process.

After arrival and payment of any outstanding balance, our delivery partner will contact you to arrange delivery.

Approximately 98% of our deliveries are completed within the stated delivery target for mainland UK postcodes.

Customers in Northern Ireland, the Republic of Ireland, Scotland, the Isle of Wight and remote or rural locations should allow an additional 10–14 working days.

Factory holidays, bank holidays, material availability, transport disruption and circumstances outside our reasonable control may extend delivery times.

If you have guests arriving, a house move or another critical date, please tell us when ordering. We will do our best to assist, but delivery dates are not guaranteed unless confirmed by Cocoon in writing.

5. Deliveries Options

5.1 Kerbside

Once your sofa bed arrives at Cocoon’s UK distribution partner, you will be advised which national pallet or freight operator will deliver your order.

Please allow up to 7 working days from arrival.

To upgrade your delivery service, contact support@cocoonsleeping.com.

We recommend booking a video call with our service team for guidance on simple disassembly, fitting the feet and using the Lift-Off detachable back system for tight access.

Book here:

https://app.acuityscheduling.com/schedule/9d55bb78/appointment/93037810/calendar/14060850

5.2 Door to Door

Inside your door — no assembly

Once your sofa bed arrives at Cocoon’s UK distribution partner, you will be contacted and advised which delivery partner has been chosen to facilitate your delivery.

We allow up to 14 working days from your order arriving at our UK distribution partner for delivery to any nationwide location.

All modular packaged parts will be photographed to record that no external damage is showing and will be noted and inspected before being placed inside the nearest suitable doorway into the property.

Orders cannot be left outside the property or in a location where they cannot be safely secured indoors.

5.3 Room of Choice — Ground Floor

Includes assembly

There will be only ONE Cocoon representative to facilitate this delivery.

It is important that the Delivery Access Terms in section 5.2 are read and understood to help ensure your delivery goes smoothly and to avoid damage to your property or order.

For this service, the customer is responsible for retaining or disposing of the packaging.

5.4 Room of Choice — Upstairs/Downstairs Customer Assist

Includes assembly

Once your sofa bed arrives at Cocoon’s UK distribution partner, you will be contacted and advised which delivery partner has been chosen to facilitate your delivery.

We allow up to 14 working days from your order arriving at our UK distribution partner for delivery to any nationwide location.

There will be only ONE Cocoon representative to facilitate this delivery, with the HELP OF THE CUSTOMER.

It is important that the Delivery Access Terms in section 5.2 are read and understood to help ensure your delivery goes smoothly.

Accidental damage claims relating to property or goods cannot be accepted where our agent is acting under the direction and instruction of the customer during the delivery and installation of the sofa bed.

5.5 Room of Choice — Two-Man

Assembly + removal of packaging

Once your sofa bed arrives at Cocoon’s UK distribution partner, you will be contacted and advised which delivery partner has been chosen to facilitate your delivery.

We allow up to 14 working days from your order arriving at our UK distribution partner for delivery to any nationwide location.

It is important that the Delivery Access Terms in section 5.2 are read and understood to help ensure your delivery goes smoothly and to avoid accidental damage to property or goods.

This is a TWO-MAN delivery and only requires suitable access to the destination.

Once our team has completely assembled and checked your Cocoon sofa bed, you will be invited to receive a demonstration of the opening and closing mechanism.

Our team will also explain our recommended best-practice use of your sofa bed, including simple recommended sitting and sleeping positions, to help you maximise its lifetime use.

5.6 Specialist Restricted Access Team

Whatever it takes

Cocoon will send a service agent to fully disassemble and reassemble as much of the sofa bed as necessary to ensure your order is delivered to your room of choice, no matter how long the process takes.

Think of this service as insurance for stairways and access widths of less than 70cm.

Cocoon recommends a video appointment with a service agent if you have any doubts about access. Please use the link below:

https://app.acuityscheduling.com/schedule/9d55bb78/appointment/93037810/calendar/14060850

5.7 Dedicated Van — London Service

Your chosen day and time

This dedicated van service is designed for customers with critical dates who cannot afford to be let down.

As long as you select this service at checkout, Cocoon will express your order and have it handmade within 20 working days, rather than our current average target of 28 working days.

We will then send a dedicated service van and service agent to ensure your sofa bed is on site within a one-hour window of your choice.

If we are not at the agreed location on time, YOU PAY NO DELIVERY FEE AT ALL.

This is an exclusive London service. However, we will consider nationwide requests. Please contact support@cocoonsleeping.com.

Signing a delivery note confirms receipt but does not remove your statutory rights.

5.8 Delivery Access

You are responsible for checking that the sofa bed will:

• fit in the intended room;

• pass through all doors, hallways, stairs and lifts;

• have a safe and clear delivery route.

You or an authorised adult must be present to receive the delivery.

Reasonable additional delivery charges apply where delivery fails because:

• nobody is present;

• the address or access information is incorrect;

• access is unsafe or inadequate;

• the product cannot fit through the access route;

• the customer has not selected the Specialist Restricted Access Team at checkout where required to facilitate delivery;

• delivery is refused under the 14-Day Sleep Trial.

5.9 Islands and Ireland Deliveries

Cocoon deliveries to islands and Ireland may require additional time and may pass through 2–3 carriers.

The customer is responsible for confirming their expectations within 24 hours of receiving the order confirmation by contacting Cocoon, so that delivery expectations can be agreed.

There will be an opportunity to upgrade your delivery service at this point if necessary.

Please contact support@cocoonsleeping.com.

5.10 Damaged or Defective Goods

You must inspect your Cocoon on delivery.

If visible damage is found, do not accept the delivery. The item must be returned with the carrier unless a Cocoon Service Department representative agrees otherwise in writing before the carrier leaves.

Call us immediately on 07771 520037, record the damage with the carrier and take photographs.

If visibly damaged goods or packaging are accepted without prior agreement from Cocoon, additional costs may be incurred to resolve the service claim.

5.11 Eco-Pallet Deliveries

You must inspect and photograph the outer packaging before the carrier leaves.

If the product or packaging is visibly damaged, do not accept the delivery. It must be returned with the carrier so Cocoon can make a transit-damage claim and arrange replacement goods.

Hidden defects must be reported within 24 hours of delivery.

In all cases of damage, call our Service Department immediately on 07771 520037 and email support@cocoonsleeping.com with your order number, photographic evidence and details of the damage.

6. Storage Facilities

Once your order arrives at the UK distribution hub, 14 calendar days of complimentary storage are provided.

After this period, storage is charged at £30 per calendar week, or part thereof, where delivery is delayed because:

• the balance remains unpaid;

• you request delayed delivery;

• you do not respond to reasonable contact attempts;

• reasonable delivery dates are declined;

• required delivery information is missing.

Storage will not be charged where the delay is caused solely by Cocoon being unable to offer a reasonable delivery opportunity.

7. Cancellation Before Delivery

You may cancel your order within 48 hours of receiving your order confirmation and receive a full refund.

Cancellation requests must be made in writing to:

support@cocoonsleeping.com

After 48 hours, Cocoon may have committed to materials, manufacturing and supplier costs.

Where you do not have a statutory right to cancel, Cocoon may accept cancellation at its discretion and deduct a cancellation fee of up to 35% of the full sale price.

The deduction will not exceed Cocoon’s reasonable costs and losses resulting from the cancellation.

Furniture made to your specifications or clearly personalised may be excluded from the normal statutory change-of-mind cancellation right.

This does not affect your statutory rights.

8. Statutory Returns

Where statutory distance-selling cancellation rights apply, you normally have 14 days from delivery to tell us that you wish to cancel and a further 14 days to return the goods.

This right may not apply to products made to your specifications or clearly personalised.

Returned products must be complete, adequately protected and handled with reasonable care.

You may be responsible for the direct cost of return where this was disclosed before purchase.

Cocoon may make a lawful deduction for damage, excessive handling or reduced value.

These provisions do not affect your rights where goods are faulty, damaged or misdescribed.

9. Cocoon 14-Night Sleep Trial

Our voluntary Sleep Trial allows you to use and sleep on a qualifying Cocoon sofa bed for up to 14 nights from delivery.

To request a return, email support@cocoonsleeping.com within the 14-day period.

The sofa bed must be:

• clean and hygienic;

• free from damage, stains and odours;

• complete with all supplied components;

• securely wrapped or boxed;

• returned in the condition in which it was delivered.

The return charge is £250 or 20% of the purchase price, whichever is greater. This will be deducted from your refund.

If you return a sofa bed under the Sleep Trial, Cocoon will not supply the same model under another Sleep Trial to the same address or postcode.

The Sleep Trial does not apply to:

• Good to Go products;

• Odd Bump products;

• clearance products;

• refurbished products;

• ex-display products.

The Sleep Trial is additional to your statutory rights.

10. Returns & Refunds

Returns under the 14-Day Sleep Trial

All returns made under Cocoon’s 14-Day Sleep Trial must be returned to:

Cocoon Service Hub
Unit 1 Station Approach
Emsworth
PO10 7PW

Once the returned goods have been received, Cocoon will inspect them in accordance with our Terms & Conditions.

Following inspection, we will email the customer confirming the refund amount due. The customer will be asked to confirm their acceptance of this amount in writing.

Once written confirmation has been received, the refund will be submitted to our Accounts Team for processing within 14 days.

Please note: Inspection, assessment and repackaging of returned goods may take up to 5 working days from the date the goods arrive at our Service Hub.

11. Five-Year Design and Build Guarantee

Cocoon provides a five-year Design and Build Guarantee from the date of delivery on qualifying sofa beds purchased from EIS Brands Limited.

The guarantee covers manufacturing defects affecting:

• the frame and structural components;

• the opening and closing mechanism;

• the bed platform and supporting structure;

• workmanship and assembly;

• fixed springs, fittings and components.

For an approved claim, Cocoon may repair the product, replace the affected component or provide another appropriate remedy.

Proof of purchase is required, and Cocoon must be given a reasonable opportunity to inspect the product.

Guarantee Exclusions

The guarantee does not cover:

• misuse, abuse, overloading or deliberate damage;

• accidental damage or negligence;

• incorrect assembly, storage or relocation;

• damp, direct sunlight, radiators or extreme humidity;

• normal wear, settlement, flattening or softening;

• stains, burns, liquid damage or odours;

• dye transfer from clothing, denim or throws;

• damage from cosmetics, hair or tanning products;

• pet damage;

• failure to follow care instructions;

• unauthorised alterations or repairs;

• clearance, refurbished or ex-display products unless stated otherwise;

• commercial, rental or resale use.

The guarantee is additional to your statutory rights.

12. Optional Loxa Product Protection

Selected products may be eligible for optional 3-year or 5-year Loxa Product Protection, available on the product page or in the basket.

Loxa Product Protection is separate from Cocoon’s Five-Year Design and Build Guarantee and your statutory rights.

Depending on the policy selected, cover may include sudden accidental damage such as:

• stains and spills;

• rips and tears;

• burns;

• dents and chips;

• sudden accidental damage caused by pets.

For approved claims, Loxa will arrange the appropriate treatment, repair or replacement.

Cover does not normally include:

• normal wear and tear;

• misuse or neglect;

• gradual or repeated damage;

• minor marks that do not require treatment or repair;

• pre-existing damage;

• faults covered by Cocoon’s manufacturer guarantee.

Please read the Insurance Product Information Document and Policy Wording before purchasing.

For policy information, cancellations or claims, contact Loxa at:

https://loxacover.com/

Loxa was previously offered under the Bolt name.

13. Promotional Codes

Promotional codes:

• apply only to qualifying products;

• cannot normally be combined;

• have no cash value;

• do not apply to ex-display products unless stated.

For partial returns, discounts will be allocated proportionately and the refund will reflect the amount actually paid.

14. Historic Orders

EIS Brands Limited purchased the Cocoon brand and certain assets on 10 June 2025.

EIS Brands Limited is a separate legal entity from Cocoon Sofabeds Limited.

Guarantees and warranties issued by Cocoon Sofabeds Limited before 10 June 2025 did not automatically transfer to EIS Brands Limited.

Where Bolt or Loxa protection was purchased, claims remain subject to the policy terms provided at the time of purchase.

EIS Brands Limited may, at its discretion, assist historic customers with available replacement parts. Parts, delivery, labour and installation may be chargeable.

15. Data Protection

We process personal information in accordance with UK data-protection law and our Privacy Policy.

Information may be shared where necessary with payment providers, manufacturers, delivery partners, service agents, Loxa and technology providers to fulfil your order and provide support.

16. Liability

Nothing in these Terms limits liability for:

• death or personal injury caused by negligence;

• fraud;

• breach of statutory consumer rights;

• any liability that cannot legally be excluded.

Cocoon is responsible for reasonably foreseeable loss caused by its breach or negligence.

Products purchased under these consumer Terms are intended for domestic use. Cocoon is not normally responsible for commercial losses arising from unauthorised business use.

17. Changes to These Terms

Cocoon may update these Terms for future orders.

The version applying to an accepted order will normally be the version in force when the order was accepted.

18. Contact and Complaints

For all post-order enquiries, including order updates, payments, delivery, cancellations, returns, repairs or complaints, please email:

support@cocoonsleeping.com

Please include your order number in all correspondence so we can locate your order and respond efficiently.

19. Governing Law

These Terms are governed by the laws of England and Wales.

Consumers elsewhere in the United Kingdom retain any mandatory legal protections that apply to them.