We typically take 1 business day to process your order. However, during extremely busy periods, this can take 2-3 days. Once orders are processed, shipping times vary depending on selected rate.

United States

We offer free standard shipping (4-9 days) on orders over $150. For orders under $150, Standard Shipping costs $9 and Express (2-4 days) $12. Duties & Taxes are included; we guarantee no additional charges on receipt.

United Kingdom

We offer free standard shipping (3-4 days) on orders over £150. For orders under £150, Standard Shipping costs £4 (3-4 days) and Express (1-2 days) £9. Duties & Taxes are included; we guarantee no additional charges on receipt.

Canada

Standard Shipping (10-15 days) costs $10 USD and Express (2-4 days) $20 USD. Duties & Taxes are included; we guarantee no additional charges on receipt.

Channel Islands

We currently ship to Guernsey, Isle of Man and Jersey. Standard shipping costs £22 (2-5 days). Duties & Taxes are included; we guarantee no additional charges on receipt.

Western & Central Europe

Countries we ship to: Austria, Belgium, France, Germany, Italy, Luxembourg, Netherlands, Portugal, Spain, Ireland, Denmark, Andorra, Gibraltar, Vatican City, Monaco, Sweden.

We offer free standard shipping (3-7 days) on orders over €150. For orders under €150, Standard Shipping costs €9 (2-7 days) and Express (2-3 days) €18. Duties & Taxes are included; we guarantee no additional charges on receipt.


Eastern Europe

Countries we ship to: Åland Islands, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czechia, Estonia, Faroe Islands, Finland, Greenland, Hungary, Iceland, Latvia, Liechtenstein, Lithuania, Malta, Poland, Romania, San Marino, Serbia, Slovakia, Slovenia, Türkiye and Greece.

We offer free standard shipping (8-10 days) on orders over €150. For orders under €150, Standard Shipping costs €9 and Express (2-5 days) €22. Duties & Taxes are included; we guarantee no additional charges on receipt.

Norway

Express shipping (5-15 days) costs €12. Duties & Taxes are included; we guarantee no additional charges on receipt.

Switzerland

Express shipping (2-3 days) costs €12. Duties & Taxes are included; we guarantee no additional charges on receipt.

Australia & New Zealand

Standard Shipping (10-13 days) costs £9 and Express (4-7 days) £20. Duties & Taxes are included; we guarantee no additional charges on receipt.

Japan

Standard Shipping (10-14 days) costs £6 and Express (2-4 days) £20. Duties & Taxes are included; we guarantee no additional charges on receipt.

Rest of World

Currently we ship to the following territories: China, Hong Kong SAR, India, Indonesia, Malaysia, Qatar, Saudi Arabia, Singapore, South Korea, Thailand, United Arab Emirates, Brazil & Israel.

Standard shipping (3-7 days) costs £25.00. Duties & Taxes are included; we guarantee no additional charges on receipt.

If you’re not in when we try to deliver your goods, and we’re not able to leave them in a safe secure place, we’ll leave a card notifying you of the time we attempted delivery. Delivery will be attempted three times before the parcel is returned back to us. 

Unfortunately, we cannot change your order once it is placed and confirmed. However, you are able to return your items, please see our Returns Policy for more information. 

Once your order has been dispatched, we will email you your tracking number. 

Cou Cou delivers all packages with duties paid so there are no unforeseen surprises at point of delivery.

US Sales tax is payable and collected at checkout. The amount of sales tax you pay is dependant on the state, county and city you live in, as the tax rules vary. If you return your order for a refund, you will be refunded the sales tax paid.

Return Window

We offer a 14-day return period. You must request a return within 14 days of receiving your item.

To start a return, please use our returns portal.

Return Eligibility

To be eligible for a return, items must be:

Unworn and unused
Unwashed
With original tags attached
In original packaging

We do not accept returns on sale items.

For hygiene reasons, all returns are inspected. Items that do not meet these requirements may be refused.

Original shipping fees are non-refundable, except in cases of faulty or incorrect items.

Return Fees

Return shipping costs will be deducted from your refund:

USA: $8
UK: £6
All other markets: £20

Customers can return their items for store credit, and pay cheaper return fees, highlighted below:

USA: free
UK: free
All other markets: £10


Damaged or Incorrect Items

Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, contact us immediately so we can resolve the issue.

Non-returnable items

We do not accept returns on:

Sale items
Gift cards

Items bought at a Pop Up/ Sample Sale/ Retail Activation

Exchanges

We do not offer direct exchanges. If you would like a different item or size, please return your original order and place a new one.

European Union 14 day cooling off period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason. Items must still meet the return eligibility requirements and be accompanied by proof of purchase.

Refunds

Once we receive and inspect your return, we’ll notify you of the approval status.
Approved refunds are issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since your return was approved, contact us at .

Click here to head to our self-serve returns portal.

Currently only 7% of intimates are sustainably sourced. Most undies & essentials are made with synthetic fabrics (aka plastic), meaning they end up spending more time in a landfill than in your top drawer. We use just one fibre: 100% organic cotton. Naturally breathable, hypoallergenic, and non-toxic, it's not only better for your body—it’s better for the planet, too.

Sustainably sourced & grown in the beautiful region of Izmir, Türkiye, our cotton is farmed organically—no synthetic pesticides, no GMOs, no harsh chemicals. Just clean, traceable cotton that supports healthier soil, safer farming conditions, and a reduced environmental footprint.

• Naturally non-toxic – Free from harmful chemicals, heavy metals, and supports hormone health.
• Less pesticide use – Grown without synthetic pesticides or fertilizers. Protects soil health, waterways, and wildlife.
• Gynecologist recommended – Naturally breathable, hypoallergenic, and pH-friendly.
• No GMOs – Free from genetically modified seeds.
• Water-efficient – Uses up to 91% less water thanks to healthier soil and smarter irrigation systems.
  Healthier for farmers – Safer working conditions.
• Lower emissions – Avoids synthetic fertilizers & regenerative farming supports soil regeneration.

Because it's all in the details, we don’t just stop at fabric. Every trim, thread, and component we use is carefully sourced and OEKO-TEX Standard 100 certified. This ensures every detail—from our French Lace to our petite bow—is tested to be free from harmful substances, chemicals, heavy metals, and skin irritants. All metal components are nickel-free too. Because caring for the details means caring for you.

Currently, most multi-pack undies are made with synthetic fibres—aka plastic—that trap heat and moisture. We believe you deserve better. Made by women, for women, that’s why we make every pair from the softest organic cotton—recommended by gynecologists and made for everyday comfort. Fall in love with your daily underwear. Because everyday is worth wearing your favorites.


• Everyday comfort – Super soft, comfy (and cute!)
• No synthetic fibres or toxic dyes – Less exposure to harmful chemicals.
• Breathable & moisture-wicking – Reduces risk of irritation or infections.
• Naturally hypoallergenic – Gentle on sensitive skin and intimate areas.
• pH-friendly – Helps maintain vaginal health by reducing moisture buildup.

We believe in the practice of taking care of the things we love and cherish. To extend the life of  your Cou Cou's—and keep them looking cuter for longer—we suggest treating them with a little extra TLC. 

Keep it cool. Washing in cold water on a gentle cycle keeps your Cou Cou's looking cuter for longer, and uses up to 90% less energy than a hot wash. Just pop them in a delicates bag or hand wash with a mild detergent for extra care.

Skip the dryer. Air drying keeps cotton fibres stronger, maintains the shape, and saves a ton of energy. Instead, gently press out any excess water, lay flat on a clean towel or hang them up to dry and voila! These gentler methods aren’t just better for your Cou Cou's, they’re better for the planet too.

All your Cou Cou's are made with 100% Organic Cotton, which means they’re not only sustainably-sourced, they’re compostable, too. Once you’re ready to part ways with your Cou Cou's, simply remove the trims and pop them in the compost to start them on the next stage of their renewable cycle. Because “au revoir” doesn’t mean “goodbye”—it means “see you soon!”

Radical Transparency is core value at Cou Cou, and we believe that becoming a B Corp certified organization is one of the ways that we can put this philosophy into practice. We believe meaningful change starts with the courage to see things as they truly are. Honesty - with ourselves, each other, and our customers - creates the clarity we need to move forward with integrity and purpose. That means no greenwashing, no unrealistic ideals, no empty promises, just openness - about our process, our progress, and where we can do better. From how we make our products, how we work to how we run our business - by embracing the truth of each moment, we build trust, hold ourselves and each other accountable, and create from a place of intention. Because real connection, and real change, begin with radical transparency. Read more about our B Corp journey here.

We believe in giving back and sharing is caring. That’s why, as proud members of 1% for the Planet, we donate 1% of every order to environmental and social justice initiatives we believe in. Read more about our partners here.

We stand behind the quality of our products and offer a satisfaction guarantee. If you are not completely satisfied with your purchase or the service you received, you may request a refund, reservice, or exchange within 30 days of your order. 

We offer a 3 month warranty on all our products. This warranty covers any defects in materials or workmanship under normal use for products / any failure to deliver agreed service levels. During the warranty period, where possible, we will repair or replace products at no charge if they prove defective.

Warranty Coverage Includes:

• Defects in materials and workmanship (for products)
• Failure to deliver agreed service outcomes (for services)
• Repairs or replacements, or re-performance of defective parts or products

Warranty Exclusions:

• Damage or issues caused by misuse, abuse, or neglect
• Normal wear and tear
• Products/services altered or repaired by unauthorised personnel
• Issues arising from customer-provided specifications that were followed accurately

How to Claim Warranty

To claim warranty service for products:

1. Contact our customer support team at hi@coucouintimates.com with your order number and a description of the defect.
2. Our team will provide instructions on how to send the product back for inspection.
3. Once the product is received, we will inspect it and determine whether the defect is covered under our warranty.
4. If the defect is covered, we will repair or replace the product at no charge.
5. If the defect is not covered, we will notify you and provide an estimate for the repair costs.

On each product page you will find a link to its size chart. In the size chart, you can find a size guide, which shows you your recommended Cou Cou size based on your body measurements, shown both in cm and inches. We also have an international size conversion for US, UK, Japan, EU and Australia, to help you understand what Cou Cou size you should pick based on your usual size.

We have a guide on how to measure your bust, waist and hips to help pick your correct size.

We also show product measurements. These will differ to your body measurements, due to the nature of different materials. Our styles with stretch (e.g. our Cotton Jersey and Pointelle fabrics), may be smaller than your body measurements. Garments that fit looser to the body, or with no stretch (e.g. Cotton Voile fabric), will be bigger than your body measurements.

If you are unsure of your sizing, please contact hi@coucouintimates.com so we can assist you. 

If your favourite product is out of stock, there will be a button on the product page asking you to sign up to be notified of restocks. Enter your email in the pop up, and you'll be notified automatically when we restock.

Please head to our Stockists page for more information.

If you need any help with an order, please reach out to our team at hi@coucouintimates.com

Press & Marketing: press@coucouintimates.com

Careers: careers@coucouintimates.com