Am I buying from Coutr or from a boutique?

You are buying from Coutr (Couture Fashion Group Corporation). We are the retailer and merchant of record. The boutiques are our suppliers—they provide inventory and fulfill orders on our behalf, but you are purchasing from Coutr and we are responsible for your entire experience from purchase to delivery.

Who fulfills my order?

Coutr operates as a luxury fashion retailer using a distributed fulfillment model. Here's how it works:

• When you place an order, you're buying directly from Coutr
• We work with a network of authorized luxury boutiques in Europe who serve as our suppliers
• Your order is routed to whichever supplier boutique has your item in stock
• That boutique ships the product directly to you on Coutr's behalf
• Coutr handles all customer service, pricing, and guarantees

This model is identical to how companies like Cettire and Farfetch operate. It ensures products ship directly from authorized sources in Europe, guaranteeing authenticity. Learn more about how Coutr works.

Why does my package show a different business name?

The shipping label will show the supplier boutique's business name and European address because they physically ship the product from their location. However, they are shipping it on Coutr's behalf.

Think of it like this: When you order from Amazon, sometimes the package arrives from a warehouse or fulfillment center with a different name on the label. You're still buying from Amazon—they just use distributed fulfillment. Coutr works the same way, except our "fulfillment centers" are authorized luxury boutiques in Europe.

Important: You are buying from Coutr. Your payment goes to Coutr. Coutr is responsible for your order. The boutique is simply fulfilling the order on our behalf.

Is this the same as dropshipping?

No. Dropshipping typically involves working with random third-party suppliers with no verification or quality control. Coutr is completely different:

• We are the merchant of record - You buy from Coutr, not from individual boutiques
• We have formal supplier agreements - Every boutique is vetted and under contract
• We verify all suppliers - Every boutique must be an authorized retailer
• We set all prices - Suppliers provide us wholesale prices, we set retail prices
• We own the customer relationship - We handle all service, returns, and issues
• We guarantee authenticity - All products come from authorized sources in Europe only

We operate like Cettire, a publicly-traded luxury fashion company with a $1B market cap that uses the exact same business model with European suppliers.

Why do all items ship from Europe?

We exclusively work with European supplier boutiques for several important reasons:

• Brand headquarters: Most luxury fashion brands (Gucci, Prada, Saint Laurent, Balenciaga, etc.) are headquartered in Europe
• Better availability: European boutiques have direct access to collections from brands in their home countries
• Authenticity guarantee: Sourcing from Europe ensures products come from the heart of the luxury fashion industry
• Authorized retailers: Our European partners are authorized retailers who purchase directly from brands

Can I choose which boutique fulfills my order?

No, orders are automatically routed to whichever European supplier boutique has your item in stock and can fulfill it most efficiently. All boutiques in our network are equally vetted and trusted, so you can be confident in the quality regardless of which one fulfills your order.

What if I order multiple items?

If you order multiple items, they may ship from different boutique locations in Europe depending on where each item is in stock. You'll receive separate tracking information for each shipment. Each item will arrive in professional packaging, and you'll be notified when each shipment is on its way.

How long does international shipping take?

Since all our supplier boutiques are located in Europe, all shipments are international:

• Standard shipping: 7-14 business days from Europe to the US
• Express shipping: 3-7 business days (when available)

Shipping times include customs clearance. You'll receive tracking information as soon as your order ships, and we'll tell you which European location it's shipping from.

What about customs and duties?

Since all items ship from Europe, customs duties and taxes may apply based on the item's value. These fees are set by US customs, not by Coutr.

Important information about customs:

• We provide all necessary customs documentation
• Duties and taxes (if applicable) will be clearly communicated during checkout or collected by the carrier upon delivery
• We handle all customs paperwork to make the process as smooth as possible
• Most luxury fashion items under certain value thresholds may qualify for duty-free entry

Any applicable customs fees are in addition to the product price and are required by US law for international shipments.

Which countries in Europe do you ship from?

Our European supplier network includes authorized luxury boutiques in Italy, France, UK, Germany, Spain, and other major European fashion centers. Your order will ship from whichever location has your item in stock. The specific country will be shown in your shipping notification.

Can I track my international shipment?

Yes, absolutely. You'll receive full tracking information as soon as your order ships from Europe. You can track your package from the European boutique location through customs and all the way to your door. We use reliable international carriers with comprehensive tracking.

Who do I contact about shipping questions?

Always contact Coutr customer service for any shipping questions, tracking issues, customs questions, or delivery concerns. You should never need to contact the European boutique directly—we coordinate everything on your behalf. Email us at support@coutr.com.

How do returns work?

Returns are handled by Coutr, even though your item was fulfilled by one of our European supplier boutiques. Here's how the process works:

1. Contact Coutr - Reach out to our customer service team to initiate a return
2. Receive return instructions - We'll provide you with a return label and instructions
3. Ship to European supplier location - The item goes back to the boutique in Europe that fulfilled your order for authentication and inspection
4. Coutr processes your refund - Once the item is received and verified, Coutr processes your refund directly

Important: You are returning to Coutr, not to the individual boutique. We coordinate everything behind the scenes, but you only deal with Coutr customer service.

View our complete return policy →

Do I have to ship returns back to Europe?

Yes, returns are sent back to the European boutique location that fulfilled your order. This ensures the product is authenticated and inspected at the source. We provide return shipping labels and handle all international return logistics. Return shipping fees and processes are detailed in our return policy.

Why does the item go back to the European boutique location?

Returns are sent back to the supplier boutique in Europe so they can authenticate and inspect the product at the source. This ensures that returned items are genuine and in proper condition before being restocked. However, Coutr is responsible for processing your refund—you don't deal with the boutique directly at any point.

What if I have an issue with my order?

Contact Coutr customer service immediately for any issues:

• Wrong item received
• Damaged product
• Missing items
• Size or fit issues
• Quality concerns
• Customs or delivery issues

Coutr is responsible for your entire experience. We'll resolve any issues quickly, whether that means coordinating with the European supplier or processing a refund/replacement. You should never need to contact the boutique directly.

What if the supplier sends the wrong item or runs out of stock?

Coutr takes full responsibility. If a European supplier makes an error or runs out of stock after you've ordered, we handle it—either by sourcing the item from another supplier location in Europe or processing a full refund immediately. We absorb any price differences or issues. This is part of our commitment as the merchant of record.

Are all products 100% authentic?

Yes, absolutely. Every product on Coutr is guaranteed 100% authentic. Here's how we ensure this:

Learn more about our partner vetting process →

How can I trust that the European supplier is authorized?

We maintain documentation proving that every European supplier boutique is an authorized retailer for the brands they carry. This includes:

• Authorization letters directly from luxury brands
• Invoices showing purchases from authorized European distributors
• Business registration and retail licenses in their European country
• Proof of physical retail locations in Europe

We verify this documentation before allowing any boutique into our network, and we require periodic renewal to ensure ongoing compliance.

Why is buying from European suppliers better for authenticity?

European sourcing provides unique authenticity advantages:

• Brand headquarters: Most luxury brands (Gucci, Prada, Saint Laurent, etc.) are based in Europe
• Shorter supply chain: European boutiques buy directly from brands in their home countries
• Stricter regulations: European luxury goods retail is heavily regulated
• Direct relationships: European boutiques often have direct relationships with brand headquarters
• Less gray market risk: The proximity to brand headquarters reduces unauthorized sourcing

What if I receive a counterfeit product?

This would be extremely rare given our vetting process and European sourcing, but if you ever have any concerns about the authenticity of a product you received, contact Coutr customer service immediately. We will investigate, work with the supplier, and provide a full refund if there's any question about authenticity. Your satisfaction and trust are our top priorities.

Why should I trust Coutr's business model?

Our distributed fulfillment model with European suppliers is used by established, publicly-traded luxury fashion companies:

• Cettire (ASX: CTT) - Publicly-traded with ~$1B market cap, sources from European boutiques
• Farfetch - Formerly NYSE-traded, operated with European boutiques for 15+ years

These companies underwent intense financial and regulatory scrutiny as public companies. The model is proven, legitimate, and specifically designed to ensure authenticity by maintaining the supply chain from European authorized sources to customers without intermediaries.

Who do I pay when I make a purchase?

You pay Coutr (Couture Fashion Group Corporation) directly. Your credit card statement will show "Coutr" or "Couture Fashion Group Corporation." You are not paying individual European boutiques—all payments go to Coutr, and we are the merchant of record for your transaction.

Is the price I see the actual price I'll pay?

Yes, the product price is final. The price displayed is the exact price you'll pay for the product. Additional costs may include applicable sales tax and customs duties/fees for international shipments from Europe (which are clearly shown at checkout or collected by carrier). We don't use bait-and-switch tactics or add hidden product fees. Coutr sets all retail prices, and the listed price is final.

Are prices in USD or EUR?

All prices on Coutr.com are displayed in USD (US Dollars). Even though our suppliers are in Europe, you pay in US dollars. We handle all currency conversion, so you don't need to worry about exchange rates. The USD price you see is the price you pay.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Shop Pay, and other secure payment methods through our checkout. All transactions are processed securely through Coutr's US-based payment system.

How do you determine pricing?

Our European supplier boutiques provide us with wholesale/cost prices for their inventory. We add our retail markup and set the final USD price you see on our website. We aim to offer competitive pricing while ensuring quality and authenticity. When multiple European suppliers have the same item, we show you the lowest available price.