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    FAQ:
    •  
      What is a "COCOON Brandstore" offering?

      Our COCOON-brandstores are offering the full COCOON collection and are guaranteeing first-class advice and service. However it can happen that particular items, colors or sizes are currently not available at a certain store. If you are looking for a specific style just check with our team in the respective shop beforehand. If the item is not available we can order it short time and non-binding for you.

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      What are "COCOON retailers"?

      Our COCOON retailers are selected specialists, offering a selection of our products, partly presented in a "shop-in-shop" system. Every COCOON retailer can order products out of the whole collection in short time and non-binding for you - depending on availability in our central warehouse.

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      Which methods of payment is COCOON offering?

      You can pay via PayPal, Creditcard/Debitcard as well as via prepayment.

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      How are orders shipped?

      We are mostly shipping with DPD parcel service at the moment. Shipments to certain countries (mostly outside the EU) are shipped with Austria Post.

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      I am not sure if my order was placed?

      Please double check, whether you have a received a confirmation email with your order number. Please also check you spam-folder. If you cannot find any confirmation, possibly your order didn't reach us or an error occured during the ordering process. If you have completed your order properly, please contact our customer service.

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      What can I do, in case I don't like an item/ an item doesn't fit?

      No problem, just return the item within 30 days after you have received the order. Simply place a new order. Please consider our regulations for Returns/Exchange.

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      How long can I retun/exchange the item?

      You can return an item always 30 days after receipt of shipment.

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      I have completed my order, but want to buy additional items?

      Generally your order is processed within 2 working days before it is handed over to our delivery partner. Please contact us - preferrably by phone - and we will try to add further items to your order if it was not already shipped.

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      How long does it take to exchange an item?

      Please follow our instructions for Returns/Exchanges. As soon as the returned item is received, it will be processed. This might take a while , generally about 3 days. This should be approx. 14 days but please note that, if paying by card, sometimes it can take longer for the funds to appear in your account depending on the bank or credit card company's processing times.

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      I am not sure, which size to order?

      Many of our products are formfitting and made of highly elastic and compact materials. Many Cocoon items are unisex and can therefore be worn by women and men. Standard womens' sizes differ from our unisex styles generally by one size. For tops, women should choose one size less than their standard size. Shorts are generally matching the standard sizes. Please use the following link to find our size tables. They can be used as indicator for choosing the right size. Depending on your body structure and our items, individual sizes can still differ sometimes. Nevertheless, if you are not certain which size to choose, please contact us. We will assist in finding the perfect fit for you.

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      Why do I have to state personal data?

      In case of uncertainties or complication with your order, we have to be able to contact you. The protection of your data goes first. We are guaranteeing highest security for your personal data. Of course, we don't forward any information to third parties.

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      I would like to place an order, but I don't want to communicate my credit card details. / I don't have a credit card?

      If you are an EU resident, you can order via prepayment. Please use this link for further information. Orders from outside the EU are only possible via credit/debit card.

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      Do I have to pay VAT (value added tax) or customs duty?

      Our prices do always include compulsory VAT. If there are customs duties to be paid for shipments into your home country, our delivery partner or postal company will charge this fees to you directly. Customs Duty always has to be paid by you.