FAQs
Shipping
What's your 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.
What are your shipping rates and options?
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.
Express shipments are sent via FedEx. Standard shipments are sent via DHL Economy, USPS or OnTrack.
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 (2-3 days) £9. Duties & Taxes are included; we guarantee no additional charges on receipt.
Express shipments are sent via DHL Express. Standard shipments are sent via Royal Mail Tracked 48.
Canada
Standard Shipping (5-12 days) costs $16 USD and Express (3-4 days) $20 USD. Duties & Taxes are included; we guarantee no additional charges on receipt. Express shipments are sent via Fedex International Priority. Standard shipments are sent via SAMOS.
UK Offshore Islands
Standard shipping costs £22. 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.
Express shipments are sent via Fedex International Priority. Standard shipments are sent via SAMOS.
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.
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.
Express shipments are sent via Fedex International Priority. Standard shipments are sent via SAMOS.
Norway
Express shipping (2-15 days) costs €12. Shipments are sent via Fedex International Priority. Duties & Taxes are included; we guarantee no additional charges on receipt. Shipments are sent via Fedex International Priority.
Switzerland
Express shipping (2-3 days) costs €12. Shipments are sent via FedEx Express. Duties & Taxes are included; we guarantee no additional charges on receipt. Shipments are sent via FedEx Express.
Australia & New Zealand
Standard Shipping (6-12 days) costs $8 and Express (3-10 days) $25. Duties & Taxes are included; we guarantee no additional charges on receipt. Express shipments are sent via DHL WorldWide Express (WPX). Standard shipments are sent via SAMOS.
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.
Standard shipping (2-5 days) costs £25.00. Duties & Taxes are included; we guarantee no additional charges on receipt. All shipments are sent via Fedex International Priority.
What are your holiday cut off dates?
Please order by the below dates to get your order in time for Christmas.
UNITED STATES
Express = 18 December
Standard = 15 December
CANADA:
Express = 18 December
Standard = 10 December
UNITED KINGDOM
Express = 19 December
Standard = 18 December
ALL EUROPEAN COUNTRIES
Express = 18 December
Standard = 10 December
ALL OTHER COUNTRIES
Express = 17 December
Standard = 10 December
What happens if I'm not in?
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.
Can I change my 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.
How do I track my order?
Once your order has been dispatched, we will email you your tracking number.
Do I need to pay import duties and taxes?
Cou Cou delivers all packages with duties paid so there are no unforeseen surprises at point of delivery.
Return Policy
What's your returns policy?
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
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 countries: The live return shipping rate will be shown in the returns portal. We do not add any additional handling fees—international return costs reflect the true carrier’s shipment cost.
Holiday Returns
Orders placed between 13 November and 24 December may be returned until 14 January, provided they meet the return eligibility criteria above.
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 .
How do I return?
Click here to head to our self-serve returns portal.
What is your holiday return policy?
Orders purchased between 13th November - 24th December can be returned up until 14th January, providing the items meet the return eligibility criteria outlined above.
Contact Us
How do I contact customer service?
If you need any help with an order, please reach out to our team at hi@coucouintimates.com
Press & Marketing: kristina@coucouintimates.com
Careers: careers@coucouintimates.com
Stockists
Where is Cou Cou stocked?
Please head to our Stockists page for more information.