ORDERS

We aim to process orders within 24 hours of receiving it Monday to Friday. If you place your order before 10am it should be processed and collected on the same working day. 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 can accept orders to deliver to anywhere in UK and EU. We cannot deliver everywhere in the world yet, but we’re working on it...

RETURNS

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. Then 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.

  1. Email us telling us you want to return an item with your order number so we can confirm your in the returns period.
  2. Post item back (strongly recommend recorded delivery).
  3. 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 send your returns to the below address:
Coucon Outdoor
Ground Floor
Beresford Business Centre
Beresford Road
Coleraine
Co. Londonderry
BT52 1GE
United Kingdom

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. We will then give you a discount code for free shipping to the to use when placing your new order (UK & Ireland only/valid for 28 days).

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 and discount code for free postage before placing the new order.

Please note we can only subside any return postage cost you have spent through discount codes.

  1. Email us telling us you want to return an item with your order number and tell us you plan to re order another item.
  2. Post item back and send and us proof of postage and cost.
  3. 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).
  4. We will then issue you with a discount code for free shipping to use with your new order – please use the discount code provided at the checkout.

    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 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.