RETURN POLICY
Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Click here to start a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Items must be unworn, unwashed, and in their original condition and packaging. For hygiene reasons, all returns are carefully inspected. Returns that don’t meet these requirements may not be accepted. Original shipping fees are non-refundable, except for faulty items.
If you are based in one of the following countries, our return portal generates a label for you automatically: USA, UK, France, Germany, Netherlands, Canada, Australia, New Zealand.
If you are based outside of these countries, you will need to register your return on our portal, but send your return back using your own postal service. Please keep proof of postage.
Return Fees
We will apply a fee to cover the return shipping, in instances where we generate the label: USA ($8), UK (£6), France (15 EUR), Germany (15 EUR) and Netherlands (15 EUR). Canada, Australia and New Zealand use live dynamic rates at the time you are generating a label.
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.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Unfortunately we do not offer exchanges at this time. If you would like a different product or size, please return your original item and place a new order.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hi@coucouintimates.com.