退款政策
In order to process your return, we must receive your refund request within 14 days of when you have received your order and your order must be sent back to us within an additional 14 days of your refund request. If we do not receive your return within this time frame, unfortunately we will not be able to provide a refund. Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return, all products must be in the same condition as you received them, unworn, with tags and seals still attached, and in its original packaging. We will not accept any items returned without the tag-seal intact.
To start a return, you can contact us at contact@coutille.com. If your return is accepted, we’ll send you instructions on how and where to send your package.
If you have any queries or require further information, please contact us at contact@coutille.com.
UK Returns
Customers are required to cover their return postage costs in full. If you would like to request a return, please contact us at contact@coutille.com and we will help you through the process.
Please note, returns may take 3-5 working days to reach us (or a little longer during busier periods). You will receive a confirmation email when we have received your return, it has been inspected by our team and your refund or exchange has been processed.
Nominated safe place
If a customer chooses to have their order delivered to their Nominated Safe Place as agreed with Royal Mail, Coutille will not be held liable if the order is lost or stolen and no refund will be issued. As stipulated in Royal Mail’s terms and conditions, if the item is left in a Nominated Safe Place, it is considered delivered.
International Returns
If you would like to request a return, please contact us at contact@coutille.com and we will help you through the process.
For US customers, please see specific guidance here.
In the case of returning items, the customer is responsible for all shipping costs and customs charges which must be paid in advance. If we receive a notification from UK customs for unpaid customs charges, we will pay these on your behalf and deduct any fees from your return.
We will only cover return international shipping costs on faulty goods, following inspection by our team. In this case a full refund will be processed inclusive of return shipping costs.
Please send multiple items in one shipment for ease of processing.
It can take up to 10-12 days for us to receive your return (or a little longer during busier periods). You will receive a confirmation email when we have received your return, it has been inspected by our team and your refund or exchange has been processed.
Refunds
Once your return has been inspected and approved by our team, we will credit your account via the original purchaser's card or other method of payment, exclusive of shipping costs. This process can take up to 14 days, depending on different bank or card issuer processing times. Please note that shipping costs will not be refunded.
We try our best to accept all returns where possible, however in the unlikely event that an item returned fails to meet our conditions, we may send the item back to you.
Exchanges
If you would like to exchange your order from Coutille, please follow our return policy as directed above for a full refund and purchase your desired replacement style via coutille.com.
Cancelling your order
If you would like to cancel your order, please email us at contact@coutille.com as soon as possible following order confirmation, and we will try our best to follow up your request before your order has been dispatched.
Once we have received and processed your email, we will confirm the location of your order and if we are able to cancel before dispatch we will process a full refund, inclusive of shipping charges.
If you do not receive acknowledgement of your cancellation notice from our team before your order is dispatched, all other terms of our refund and returns policy will apply.
Damages or faulty Items
We stringently quality check every order for any damages or faults before dispatch.
Please inspect your order upon receipt and in the highly unlikely event that the item you have received is defective, damaged or if you have received the wrong item, please contact us immediately (within 24 hours of receipt and before the tags are removed) so that we can evaluate the issue and make it right.
If you have any queries or require further information, please contact us at contact@coutille.com.
Changes to our Refund Policy
Coutille reserves the right to modify our Refund Policy at any time. Any changes will be effective immediately upon posting to our website.
