Return Policy
We accept returns for all items within 14 calendar days of delivery for items in original condition, unworn and unused, with all tags and packaging intact.
Excluded items: For hygiene and safety reasons, we do not accept returns on underwear, swimwear, pierced jewelry (earrings), cosmetics, or any item marked as Final Sale.
Return Fees
- Wrong shipment (incorrect item, size, or color; damaged or not as described): Free return label.
- All other returns: A USD $30 shipping label fee per item will be deducted from your refund. This fee is for the label only, not the entire return.
Import Duties & VAT
- Import duties (on the original import and on return export) are non-refundable, as these are collected by customs and cannot be reimbursed by COUTR.
- VAT on return shipments will be handled by COUTR and will not be recharged to you.
Return Timeline & Conditions
- Customers have 14 calendar days from the delivery date to request a return.
- If your return is approved, it must be shipped back within that same 14-day window (based on the carrier’s first scan).
- Late returns may be refused and, if refused, the $30 label fee (if issued) will still be charged.
Item condition requirements:
- New, unworn, unwashed, unused, undamaged
- All original tags/labels attached in original position
- Original packaging and accessories included (e.g., boxes, dust bags, authenticity cards)
- Brand packaging must be protected — do not tape directly onto shoe boxes or brand boxes
Return Authorization
- All returns must be pre-approved and use the COUTR-issued label.
- Returns shipped without our authorization may be refused and returned at your expense.
Rejected Returns
If a returned item does not meet our condition requirements, it will be rejected and shipped back to you at your expense. If you do not arrange re-shipment within 14 days, the item may be considered abandoned.
Return Process
- Submit your request via our Return Portal: https://coutr.com/apps/returns-exchanges
- We’ll review and confirm eligibility.
- If approved, we’ll issue a DHL Express return label.
- Drop off at any authorized DHL location or schedule a pickup.
Multiple-Item Orders
If your order contains items from different vendors, each item must be returned separately using the specific label provided for that item. Combining items into one return shipment may delay or void your refund.
Refused Deliveries & Incorrect Returns
- Refusing delivery for reasons other than damage/defect counts as a return and will incur the $30 label fee plus any non-refundable duties.
- Items shipped to the wrong address or without COUTR’s approval will not be refunded.
Refunds
Refunds are processed within 3 business days after the returned item is received and inspected at the vendor’s warehouse.
Deductions (when applicable):
- $30 return label fee per item (not charged for wrong shipments)
- Non-refundable import duties
Your bank/payment provider may take additional time to post the credit.
Exchanges
We do not offer direct exchanges. To receive another item, please place a new order once your return has been processed.
Excessive Returns
We monitor return activity. Repeated returns that represent a significant portion of your purchases may result in account review or closure.