FAQ – Cou Cou Intimates

Shipping Policy
Return Policy
Contact Us
Stockists

Shipping Policy

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 States
We offer free shipping on all orders over $150.00 via SAMOS. Deliveries arrive in 3-6 days after standard processing. We cover Duties and Taxes for all US orders. Customers won't need to pay any additional costs upon receipt.

-US Express via DHL (2-3 days): $15.00
-US Standard vis SAMOS/USPS (3-6 days): $9.00

All standard USA shipments are shipped with SAMOS and USPS. Your order will be dispatched within one working day of placing it. It may take up to 3 days for your USPS tracking to update but don’t worry, your package is on the move! If you want more detail on where your package is, you can track it with SAMOS or USPS

United Kingdom
We offer free shipping on all orders over £150.00 in the UK via Royal Mail 48 Tracked. Deliveries arrive in 2-3 days after standard processing.

-UK Standard (2-3 Days): £4.00
-UK DHL Express (1-2 Days): £9.00

Central Europe
Austria, Belgium, France, Germany, Italy, Luxembourg, Netherlands, Portugal, Spain, Ireland, Denmark, Andorra, Gibraltar, Vatican City, Monaco, Sweden.

We offer free shipping on all orders over €150.00 via SAMOS. Deliveries arrive in 2-3 days after standard processing.

-EU Standard - Carrier Plus (2-6 Days):  €9.00
-EU Express - DHL ( 2-3 days): €18.00

Eastern Europe
Åland Islands, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czechia, Estonia, Faroe Islands, Finland, Greenland, Guernsey, Hungary, Iceland, Isle of Man, Jersey, Latvia, Liechtenstein, Lithuania, Malta, Poland, Romania, San Marino, Serbia, Slovakia, Slovenia, Türkiye, Norway, Switzerland.

We offer free shipping on all orders over €150.00 via DHL. Deliveries arrive in 2-3 days after standard processing.

-EU Standard - Carrier Plus (2-7 Days):  €10.00
-EU Express - DHL (2-3 days):  €22.00

Canada
- CA Standard (2 - 3 days): $15.00

Australia & New Zealand
-AUS Standard Ground (5 - 15 days): $10.00
-AUS Express DHL (2 - 5 days): $25.00

Rest of World
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, Brazil & Israel.

-ROW Standard DHL DDP (2- 5 days): £25.00

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

Return Policy

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. Return addresses will be provided at the point of return request approval.

-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.

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

Contact Us

If you need any help with an order, please reach out to our team at "hi@coucouintimates.com". Alternatively, you can also use the contact us sheet below. We will be sure to get back to within two days.

Press & Marketing: kristina@coucouintimates.com

Careers: careers@coucouintimates.com