Returns & Refunds

Last updated: 13 November 2026

If a carrier is not right for you, send it back within 30 days of delivery for a full refund of the item price. Below is exactly how it works.

1. Your 30-day window

You have 30 calendar days from the day your parcel is delivered to tell us you want to return an item. Returns must be posted back within 14 days of us approving them. Orders that arrive damaged, defective or incorrect are handled separately — see section 6.

2. What can be returned

An item qualifies for a refund when:

• it is unused, unwashed and not worn outside;
• it is in its original packaging with all parts, clips, straps and the dribble cover included;
• it has no stains, odours, pet hair or signs of use;
• you include the order number so we can match it to your purchase.

3. How to start a return

1. Email 86270020@qq.com with the subject "Return" and include your order number, the colour you bought and the reason for the return.
2. We reply within 2 business days with return instructions and the return address.
3. Pack the item securely, include the order number inside the parcel, and post it using a tracked service.
4. Send us the tracking number so we can follow it.

4. Return shipping costs

Return postage is paid by you unless the item was faulty, damaged in transit or not what you ordered. In those cases we cover the cost and can send a prepaid label or reimburse a reasonable tracked-postage receipt.

Return address: Cocoon & Cub Returns, Room 1212, Jucheng Building, Jiaxing, Zhejiang, China. Do not send parcels to any other address — they cannot be collected and will be returned to sender.

5. Refund timing

Once the parcel reaches us we inspect it within 2 business days. Approved refunds are issued to your original PayPal account within 5 business days of inspection. Your bank or PayPal may take a further 3–10 business days to show the funds. Refunds are always made to the original payment method — we cannot send money to a different account.

We refund the item price in full. Original shipping is free on every order, so there is no shipping charge to deduct on a change-of-mind return.

6. Damaged, faulty or wrong item

If your carrier arrives damaged, has a manufacturing fault, or is not the colour you ordered, contact us within 30 days of delivery with your order number and a photo. We will send a replacement or refund you in full — including any return postage — and you keep the statutory rights you have under your local consumer law. Do not use a carrier that looks unsafe.

7. Cancellations

You can cancel any order that has not yet been dispatched by emailing us with your order number. We cancel it and refund in full. Once a tracking number has been issued the order is on its way and can be handled as a return instead.

8. EU and UK customers — 14-day right of withdrawal

If you live in the EU or UK you have a statutory right to withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason. You then have 14 days to return the items. We offer 30 days, which is longer, so you are never worse off. To exercise this right, email us a clear statement that you are withdrawing from the contract. We refund the item price within 14 days of receiving the goods or your proof of return, whichever comes first. You bear the direct cost of returning the goods unless we agree otherwise.

9. Non-returnable items

Gift cards, and any item marked as final sale at the time of purchase, cannot be returned. Nothing in this section affects your rights if an item is faulty.

10. Chargebacks

If something has gone wrong, please contact us before asking your bank or PayPal to reverse the payment. We resolve almost every case within a couple of days, and a chargeback usually takes far longer.

11. Contact

Returns team: 86270020@qq.com · WhatsApp +86 18606858386. We answer 7 days a week, 9:00–21:00 GMT+8.