Delivery & Returns
ORDERS
We aim to process orders within 24 hours of receiving it Monday to Friday. Orders placed should be processed and collected by the following working day however this may vary during busy periods.
SHIPPING
All orders placed shall be dispatched no later than 5 working days after being ordered with us. However, we will endeavour to keep our customers up to date on any delays that may affect their order.
Coucon offers free shipping on all robe orders within the UK and Ireland. We also offer worldwide shipping - costs will be calculated at checkout for these regions.
International orders taxes and duties
Do I need to pay import taxes and duties?
The customer is responsible for all import taxes and duties that may be charged when your parcel passes through Customs. Most countries do not charge import duties on private items below a certain stated value. However, you may find that you have to pay taxes when goods you have ordered from us arrive in your country.
We advise you to find out about the local regulations prior to ordering from us. Coucon can not give you advice or information about tax rates and customs charges in your country.
If you refuse delivery of a parcel due to import duties or taxes, you assume all liability for all costs involved in returning the item to us.
RETURNS
Extended Christmas Returns Period
With the festive season approaching we understand robes will be bought as gifts in advance for friends and loved ones and may need to be returned or exchanged. Coucon is offering an extended returns period up to the 15th of January 2025 - this applies to any orders purchased from November 1st 2024 to January 15th 2025. Any orders being returned need to be received to our return address by the 15th of January in order to qualify for a refund or exchange - anything outside this will not be accepted. Please contact us to confirm your return before posting.
We love our products and hope you do too but completely understand if you need to return your items for whatever reason. Coucon accepts refunds on items returned in an unworn condition with the tags intact within 21 days of delivery.
If returning an order, please email us at sales@couconrobe.com with your order details to confirm you are within the returns period and acquire the correct returns address - please do not send returns without confirming with us first.
Coucon needs to receive your return to our premises within 21 days of receiving your order in order to qualify for a refund - anything outside this or sent to the wrong address will not be accepted. If orders are not received within this time frame Coucon reserves the right to refuse your return and is not responsible for the package or any return postage costs. In some circumstances, we may see it fit to offer a partial refund and we reserve the right to do so in the event that the return conditions have not been met. Please return your order to us folded and in its original packaging. We recommend that items are returned to us using a trackable, signed-for, delivery service and that you insure your return for the value of the product. We cannot be held responsible for goods lost in transit to us.
You may send an item back to us that was received as a gift provided you supply us with the original order details. The refund can only be issued to the original purchaser’s source.
- Email us telling us what you want to return with your order number so we can confirm you are within the returns period and provide you with the correct returns address
- Post item back (strongly recommend recorded delivery).
- Once we’ve received and processed your return, we will refund the cost of the item to your original payment method. (Please allow up to 10 days).
Refunds can take up to 10 working days to process. Once A refund has been processed it can take Please note up to 24 hours for a PayPal transactions to clear and may take up to 5 workings days for credit/debit cards transaction to clear into your account.
Custom Embroidered Coucon Robes are not returnable unless faulty.
Please contact us for the correct return address.
EXCHANGES
Whilst we don't offer direct exchanges, we understand you may wish to swap your item for a different size or colour. We ask you return the original item(s) you don't wish to keep with the return slip within 21 days of delivery. Please post your item back to us via recorded delivery and email the proof of postage to sales@couconrobe.com
Once we receive and accept the return will then issue a refund against your original payment method.
If you wish to receive a different size, colour or item, you'll need to place a new order via the website. It is your choice whether you reorder straight away or wait until you have received your refund
Email us telling us you want to return an item with your order number and tell us you plan to re order another item.
- Post item back and send and us proof of postage and cost.
- Once we’ve received and processed your return, we will refund the cost of the item to your original payment method. (Please allow up to 10 days).
- Place New Order Via Website
FAULTY OR DAMAGED / PERFORMANCE GUARANTEE
Here at Coucon we are proud of the products we make and hope you are too. Any of our products are trailed and tested in the most extreme conditions and circumstances to ensure what you receive is to the highest standards possible. We have pushed our products to their limits to ensure they will live up to their claims.
Our performance grantee covers defects in workmanship and/ or materials within one year of purchase . If your product falls under our performance grantee we will replace or refund your purchase provided it meet the criteria. The performance guarantee/warranty only covers the original owner with proof of purchase.
The warranty does not cover rubber zip pullers or products damaged through improper care, accident or negligence. Normal wear and tear or the natural breakdown of materials is also excluded from our grantee.
If your robe does becomes faulty/defective within a year of purchase due to defects in workmanship and/ or materials under the performance please or is damaged from delivery please email us at sales@couconrobe.com with the following:
- Order number
- Photos of fault/issue
- Description including what item has the issue
Under the performance guarantee we will refund or replace products due to defects in workmanship and/or materials within a year of purchase.
