RETURNS

We have a 14-day return policy, which means you have 14 days from the date it is delivered to notify us of your return using our portal. Once logged you have an additional 14 days  to ship your return. If you ship your return after this period it will be sent back.

To initiate a return, please use our returns portal by clicking here and follow the steps to return. Please include the # (hashtag) before your order number to gain access to the portal/ and use the email address associated with the order

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with its tags, security ribbon, hygiene sticker and in its original packaging. There must be no stains, hair or odours.

Bodysuits are non-refundable due to hygiene reasons. This applies to all bodysuits, including unworn items.

Please complete the return form that will be included in your order so we know what items you are returning and for what reason.

You can always contact us for any further information at info@coucoo.io

DAMAGES & 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.

SALE ITEMS

All sale items are final and are only legible for store credit. We do not offer refunds or exchanges for items purchased at a discounted price during a sale event. It is the customer's responsibility to carefully review their purchases before completing the transaction. We encourage customers to reach out to our customer service team with any questions or concerns prior to making a purchase. However, in the rare event that an item arrives damaged or defective, please contact us within 14 days of receiving your order, and we will work with you to find a satisfactory resolution. Thank you for your understanding and for shopping with us.

EXCHANGES

Coucoo does not offer exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Please allow up to seven working days from the day your return is received to inspect and process your return. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. You do not receive a refund for your original delivery costs. Any gift cards issued lasts up to one year from the date it is issued.

RETURNS

Our returns address is:

Coucoo Returns, 250 Green Lane Road, Leicester, LE54PA, United Kingdom.

DHL EXPRESS RETURNS SERVICE

We offer an optional express returns service worldwide via DHL express.

If you choose to use this service you can print a return label via our returns portal. You can either drop your order off at your nearest service point via https://locator.dhl.com or alternatively you can use https://mydhl.express.dhl/gb/en/schedule-pickup.html#/schedule-pickup#label-reference to select a specified time slot for DHL to collect at a address of your choice free of charge.

THE RETURN FEES ARE AS FOLLOWS:

We also have offer a domestic returns service via Royal Mail which costs £3. You can also print this label via the portal or alternatively use the print free service via the QR code.

Your return fee is deducted from your refund totall. If you choose to use your own method of returns all costs that are incurred are to be made by the customer. Please use a tracked service to the address provided on the return form. We take no responsibility for returns not being delivered if you choose to do this and we recommend you to keep your proof of postage.

If you choose to use your own method of returns all costs that are incurred are to be made by the customer. Please use a tracked service to the address provided on the return form. We take no responsibility for returns not being delivered and we recommend you to keep your proof of postage.

When returning a parcel using your own courier service from outside the UK, please ensure the package is clearly marked as a return. Additionally, provide the courier with your original inbound tracking number so they can match it with the outbound tracking details of the parcel you are sending. This will help avoid being charged taxes or duties on the return.

BLACK FRIDAY & CYBER MONDAY RETURNS

Eligibility for Refunds/Exchanges

Orders placed during the Black Friday and Cyber Monday sale will not be eligible for refunds or exchanges, only store credit.

Return Portal

ALL BLACK FRIDAY & CYBER MONDAY ORDERS MUST USE THE RETURN PORTAL TO RETURN THEIR ITEM/S. We do not offer free returns. You can either use your own courier service or pick one from the portal. If you use your own courier please use a tracked service to the address provided on the return form. We take no responsibility for returns not being delivered if you choose to do this and we recommend you to keep your proof of postage.

Store Credit

Instead of refunds or exchanges, customers will receive store credit for the same value of the items they return. This store credit will be issued via gift card which will be valid for 60 days from the date it is issued.

Conditions for Store Credit

To qualify for store credit, the item(s) must be in their original condition, unworn and unused, with all the tags and the security ribbon still attached. There must be no stains, hair or odours. The order must also be sent back within 14 day working days from the date it is received.

Defective/Damaged Items

Please inspect your order upon reception and contact our customer service immediately within seven days of receipt if the item is defective, damaged or if you received the wrong item. If this is the case we will only be offering store credit and replacement orders. The tags and security ribbon must be still attached.

Regular Return Policy

Our standard return policy will apply to purchases made outside the Black Friday and Cyber Monday sale period. Please refer to our general return policy for further details.