FAQ – Cou Cou Intimates

Shipping Policy
Return Policy
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Shipping Policy

Cou Cou's Holiday Shipping
To avoid potential delays from couriers during the holiday season, we encourage you to place orders with Express shipping at least 5 days before you want it to arrive. See below for detailed recommendations by courier service for December 25th delivery.

US~

For delivery by December 25th, & you’re using Ground Service or Cou Cou’s complimentary shipping, your last day to place an order is Wednesday, December 12th 2023.
For delivery by December 25th, & you’re using 2 Day Express shipping, your last day to place an order is Monday, December 18th 2023.
For delivery by December 25th, & you’re using Priority Overnight shipping, your last day to place an order is Tuesday, December 19th 2023.

UK ~

For delivery by December 25th, & you’re using Royal Mail 2-3 Day or Cou Cou’s complimentary shipping, your last day to place an order is Sunday, December 17th 2023.
For delivery by December 25th, & you’re using Royal Mail 24hr Tracked shipping, your last day to place an order is Tuesday, December 19th 2023.
For delivery by December 25th, & you’re using DHL Express Next Working Day shipping, your last day to place an order is Wednesday, December 20th 2023.

EU & ROW ~

For delivery by December 25th, use only DHL services & your last day to place an order is Sunday, December 17th 2023.

Processing Time
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 select rate.

Shipping Rates and Options

United Kingdom
We offer free shipping on all orders over £110.00 in the UK via Royal Mail Tracked - 2-3 days.

-Royal Mail Tracked (2-3 Days): £4.00
-DHL Express (Next Working Day): £9

European Union
Currently we ship to the following countries: Norway, Sweden, Switzerland, Austria, Belgium, France, Germany, Italy, Luxembourg, Netherlands, Portugal, Spain, Ireland and Denmark.

We offer free shipping on all orders over €110.00 to most European countries.

-Ground (2 - 12 days): rates vary €8.50 - €16.00
-Express (1 - 3 days): rates vary €22.00 - €24.00

United States
Mainland - We offer free 2-5 day shipping on all orders over $150.00 to the mainland states (excludes Alaska & Hawaii).

-USPS (2 - 5 days): $6.00
-Fedex Express (2-3 days): $18.00
-Priority Overnight (1 day): $23.00

Alaska & Hawaii*
-Fedex Ground Economy (3 - 7 days): $23.00

Canada*

-Standard International (3 - 17 days): $16.00

Australia & New Zealand *
-Ground (5 - 15 days): £15.00
-Express (2 - 5 days): £25.00

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

- APAC DHL Express (2- 5 days): £25.00

*Please note we currently do not offer free shipping options to these regions.

Delivery

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.

Changing Shipping Information

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.

Tracking Your Order

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

Import Duties

Items shipped outside the UK may be subject to import duties and taxes applicable to your country or country you are shipping to. Customers are solely responsible and liable for any duties, GST or VAT that are specific to their country. We recommended that you contact your local customs office for further information. Customs, duties and taxes are non-refundable by Cou Cou if you choose to return your order for any reason.

Return Policy

HOLIDAY RETURNS
Our return period is extended for the holiday season. All orders placed between 1st - 25th December 2023 are eligible for return until 22nd January 2024.

OUR POLICY

You must request a return within 14 days of receiving the item(s).

At this time, we can only accept returns, as we cannot accommodate exchanges.

Customer is responsible for return shipping costs (except in the case of faulty items). Please keep the return postage tracking information for your records as proof of shipping. Cou Cou will not be held liable for issues with tracking your return to us or lost items.

Items must be returned in their perfect original condition and protective packaging, unworn and unwashed. Item(s) must not have been worn or altered in any way. For hygiene reasons the items will be checked thoroughly upon return.

Returns that do not meet our policy will not be accepted.

The cost of the original freight and returns fee will not be reimbursed or refunded, except in the instance of faulty items.

NEED A RETURN?
Log in to your account or to create an account to begin here.

In the Email field, enter your email address, and then click Continue.

In your email account, open the email sent from our store and copy the six-digit verification code included in the email.

Go back to the online store, and then enter a six-digit verification code.
Click the order that you want to submit the return for.
If your order has more than one item, then select the items that you want to return.
Select a return reason and add a note for the store.
Click Request return.