Order and Shipping Policy

At COUTR, we are committed to ensuring that your luxury fashion purchases are delivered securely and in a timely manner. Please review the information below to understand our shipping process.

Order Processing

All orders on COUTR are processed and shipped by our international vendors located across Europe. Once an order is placed, it is considered final—we are unable to modify, cancel, or apply price adjustments.

Vendors typically prepare and ship items within 1 to 3 business days. Please note that orders placed on weekends or public holidays will be processed on the following business day.

Our pricing and promotions vary daily based on vendor updates and market conditions. For this reason, we do not offer price adjustments for past orders if new discounts or offers become available after your purchase.

Order Cancellations

At COUTR, orders may be canceled within 1 hour of purchase. After this window, orders are immediately processed with our global vendors and can no longer be modified or canceled.

To request a cancellation within the 1-hour window, please contact our support team at support@coutr.com with your order number.

Shipping Carriers and Delivery Timeline

COUTR partners with DHL for reliable worldwide delivery. Once your item has shipped, you will receive a confirmation email with tracking information.

Estimated delivery time after shipment: 3 to 6 business days
Please allow extra time during major holidays or due to customs clearance in your destination country.

Shipping Rates

COUTR offers complimentary shipping on all orders of $1000 or more. A shipping fee of $35 applies to orders under $1000.

Please note that any applicable customs duties, taxes, or import fees are not included in the order total and are the responsibility of the customer. These may be collected by the carrier at the time of delivery.

Tracking Your Order

Once your order is fulfilled, you will automatically receive an email with tracking details. After receiving it, please allow up to 24 hours for the tracking number to become active.

Shipping Restrictions

We offer worldwide shipping, but in rare cases, service to certain countries or regions may be unavailable due to carrier limitations. If we are unable to fulfill your order due to shipping restrictions, our customer service team will notify you immediately.

Returns and Shipping Deductions

Returns must be initiated through our automated return portal. Return shipping costs will be deducted from your refund unless otherwise specified. Please see our Return Policy for full details.

Contact Us

If you have any questions regarding your shipment or delivery, please contact our customer service team at support@coutr.com.

Updated August 13, 2025

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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://www.coutr.com/account/returns
We’ll review and confirm eligibility.
If approved, we’ll issue a return label.
You can dropoff or schedule a pickup from the carrier on the label

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.

Last Updated: Aug 12, 2025

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Use as a general guide; brand does not produce apparel sizing. For eyewear, Andy Wolf lists frame sizes in mm (lens/bridge/temple).","sourceUrl","columns",[3079,3080,3081,1873,3082,2657,2600,2605,3083,3084,3085,3086],"Letter","IT","EU","UK","KR","Bust (cm)","Waist (cm)","Hips (cm)","chartType","clothing","translations",{"_2587":3091,"_2599":3097,"_2614":3103,"_2604":3109,"_2595":3115,"_2609":3121},{"_3077":3092,"_3074":3096},[3079,3080,3081,1873,3082,2657,2600,2605,3083,3093,3094,3095],"محيط الصدر (cm)","محيط الخصر (cm)","محيط الورك (cm)","Andy Wolf هي في المقام الأول علامة نمساوية للنظارات — الجدول أعلاه هو تحويل قياسي لقياسات الملابس النسائية الإيطالية الفاخرة (تقريبي). يُستخدم كدليل عام؛ العلامة التجارية لا تنتج مقاسات الملابس. بالنسبة للنظارات، تُدرج Andy Wolf مقاسات الإطار بالملليمتر (العدسة/الجسر/الذراع).",{"_3077":3098,"_3074":3102},[3079,3080,3081,1873,3082,2657,2600,2605,3083,3099,3100,3101],"バスト (cm)","ウエスト (cm)","ヒップ (cm)","Andy Wolfは主にオーストリアのアイウェアブランドです — 上の表は標準的なイタリア高級婦人服の換算（おおよそ）です。一般的な目安としてご利用ください。ブランドは衣類を製造していません。アイウェアについては、Andy Wolfはフレームサイズをmm単位（レンズ幅／ブリッジ幅／テンプル長）で表記しています。",{"_3077":3104,"_3074":3108},[3079,3080,3081,1873,3082,2657,2600,2605,3083,3105,3106,3107],"Vòng ngực (cm)","Vòng eo (cm)","Vòng mông (cm)","Andy Wolf chủ yếu là một thương hiệu kính mắt của Áo — bảng trên là bảng quy đổi tiêu chuẩn cho trang phục nữ cao cấp kiểu Ý (xấp xỉ). Sử dụng chỉ như hướng dẫn chung; thương hiệu không sản xuất kích cỡ quần áo. Đối với kính, Andy Wolf ghi kích thước gọng bằng mm (tròng kính / cầu kính / càng kính).",{"_3077":3110,"_3074":3114},[3079,3080,3081,1873,3082,2657,2600,2605,3083,3111,3112,3113],"胸围 (cm)","腰围 (cm)","臀围 (cm)","Andy Wolf 主要是一家奥地利眼镜品牌——上表为意大利奢侈品牌女士服装尺码换算表（约略）。仅作一般参考；该品牌不生产服装尺码。眼镜方面，Andy Wolf 以毫米为单位标注镜框尺寸（镜片宽度/鼻梁宽度/镜腿长度）。",{"_3077":3116,"_3074":3120},[3079,3080,3081,1873,3082,2657,2600,2605,3083,3117,3118,3119],"胸圍 (cm)","腰圍 (cm)","臀圍 (cm)","Andy Wolf 主要係奧地利嘅眼鏡品牌 — 上表係標準嘅意大利奢侈品女士服裝尺碼換算（約略）。僅供一般參考；該品牌並無生產服裝尺碼。就眼鏡而言，Andy Wolf 以毫米標示鏡框尺寸（鏡片／鼻樑／鏡腿）。",{"_3077":3122,"_3074":3126},[3079,3080,3081,1873,3082,2657,2600,2605,3083,3123,3124,3125],"Busto (cm)","Cintura (cm)","Caderas (cm)","Andy Wolf es principalmente una marca austríaca de gafas — la tabla anterior es una conversión estándar de tallas de ropa femenina de lujo italiana (aproximada). Úsela como guía general; la marca no fabrica prendas de vestir. En cuanto a gafas, Andy Wolf indica las medidas de las monturas en mm (lente/puente/patilla).",{"_15":3128,"_2994":1796,"_2995":2996,"_2997":3129,"_3072":3073,"_3074":3160,"_3076":-5,"_3077":3161,"_3087":3162,"_3089":3163},"e3c5854b-011a-44be-b2b3-b528d47af22b",[3130,3135,3139,3144,3148,3153,3156],[3131,3131,3005,3132,3133,3134,3134],"35","2.5","22","225",[3014,3014,3004,3136,3137,3138,3138],"3.5","23","230",[3140,3140,3141,3015,3142,3143,3143],"37","6.5","23.5","235",[3001,3001,3145,3005,3146,3147,3147],"7.5","24.5","240",[3149,3149,3150,3004,3151,3152,3152],"39","8.5","25.5","250",[3013,3013,3026,3141,3154,3155,3155],"26","255",[3157,3157,2427,3145,3158,3159,3159],"41","26.5","260","Andy Wolf is an eyewear brand and does not manufacture shoes. The shoe chart above is a standard EU/IT → US/UK/JP/CN/KR conversion for women's shoes and is approximate. For precise fit, consult product-specific size guidance.",[3080,3081,1873,3082,2600,2605,3083],"shoes",{"_2587":3164,"_2599":3167,"_2614":3170,"_2604":3173,"_2595":3176,"_2609":3179},{"_3077":3165,"_3074":3166},[3080,3081,1873,3082,2600,2605,3083],"Andy Wolf علامة للنظارات ولا تصنع الأحذية. جدول الأحذية أعلاه هو تحويل قياسي من EU/IT إلى US/UK/JP/CN/KR لأحذية النساء وهو تقريبي. للحصول على ملاءمة دقيقة، راجع إرشادات المقاس الخاصة بكل منتج.",{"_3077":3168,"_3074":3169},[3080,3081,1873,3082,2600,2605,3083],"Andy Wolfはアイウェアブランドであり、靴は製造していません。上の靴の表はEU/ITからUS/UK/JP/CN/KRへの婦人靴の標準的な換算であり、おおよその目安です。正確なフィットを確認するには、製品ごとのサイズガイドをご参照ください。",{"_3077":3171,"_3074":3172},[3080,3081,1873,3082,2600,2605,3083],"Andy Wolf là một thương hiệu kính mắt và không sản xuất giày. Bảng kích cỡ giày ở trên là quy đổi tiêu chuẩn EU/IT → US/UK/JP/CN/KR cho giày nữ và mang tính xấp xỉ. Để có độ vừa vặn chính xác, hãy tham khảo hướng dẫn kích cỡ cụ thể cho từng sản phẩm.",{"_3077":3174,"_3074":3175},[3080,3081,1873,3082,2600,2605,3083],"Andy Wolf 是眼镜品牌，不生产鞋类。上方鞋码表为欧盟/意大利 → 美国/英国/日本/中国/韩国的女士鞋码标准换算，仅作近似参考。如需精确尺码，请参照具体产品的尺码建议。",{"_3077":3177,"_3074":3178},[3080,3081,1873,3082,2600,2605,3083],"Andy Wolf 係眼鏡品牌，並無生產鞋履。上方嘅鞋碼表係一般將 EU/IT → US/UK/JP/CN/KR 換算成女士鞋碼嘅標準表，僅供參考（約略）。如需準確貼合，請參考該產品的尺碼指引。",{"_3077":3180,"_3074":3181},[3080,3081,1873,3082,2600,2605,3083],"Andy Wolf es una marca de gafas y no fabrica zapatos. La tabla de calzado anterior es una conversión estándar de UE/IT → US/UK/JP/CN/KR para zapatos de mujer y es aproximada. Para un ajuste preciso, consulte la guía de tallas específica del producto.","brandInfo",{"_3184":2996,"_17":3073,"_3185":3186,"_3187":3081},"slug","originCountry","Austria","originSizeSystem","actionData","errors"]