SHIPPING & RETURNS

SHIPPING

What countries do we ship to?
We only ship to the countries listed below. Shipping costs are determined by zone and a full breakdown can be found below. Please note that depending on your order and country, you may be liable to pay local taxes and duties on receipt of your order, for which The Coucou Club cannot accept liability. You’ll get a shipment notification email with a tracking number as soon as your package ships.

All orders within Europe will be shipped with DHL. Orders to the UK will be shipped with FEDEX. 

What is the delivery time?
All orders within Europe placed before 22:00 will be shipped the same day. The expected delivery time within the Netherlands is 1-3 business days. Within Europe the expected delivery time is 2 to 7 working days, depending on country and postal code. 

Please note that whenever promotions are running, the delivery time can be longer. If you order multiple items including a promotion item (for example a personalized item), the entire order will be shipped once ready.

RETURNS

Returns Policy The Coucou Club
We want to be sure you are completely satisfied with your purchase. If that’s not the case, we are sorry to hear our product(s) did not meet your expectations.

We only accept returns when: 
The product is complete, in its original condition, and undamaged.
The product is equipped with original labels, tags, and/or cards.
The product is (if possible) in the original undamaged packaging.
The product has not been used.

How long do I have to return my order?
All returns, only if the item is UNUSED and UNOPENED must be processed within 14 days of receiving the order. 

According to the right of withdrawal, you have a 14-day cooling-off period after receiving your package. Once you have initiated the return, you have an additional 14 days to return your package.

We cannot accept returns for:
Unfortunately, we cannot accept returns or offer refunds for beauty tools that have been opened, used, or altered in any way due to hygiene and safety regulations. Please note that all gift cards, personalized items and COUCOUTURE (a.o. Coucou Fluffy Slippers) are final sale.

I have UNUSED and UNOPENED product(s), how can I return my order?
You can easily initiate your return by clicking this link.

Fill out our return form and choose your preferred shipping method. You will be refunded in full to your original form of payment, when your return is approved. Please note, your original shipping charges are not refunded.

How should I return the product?
Items MUST be returned in the same condition you received them: Unopened with all packaging intact. Please be aware that we can not offer a refund or exchange on items in non sale-able condition due to the EU hygiene regulations. We highly advise you to ship in a strong shipping box.

How long does it take to process a return?
We will notify you via email once your return request is received, inspected and accepted or rejected. Based on the status of the received product we will approve or reject the refund. If approved we will refund your product as quickly as possible, 14 days at the latest, by sending the money back to your original payment method. If your payment details have changed in the meantime, please email to customerservice@thecoucouclub.com. Please keep in mind that credit card refunds usually take 5-10 business days to appear on your statement.

Who covers the cost of return shipping?
You are responsible for covering the shipping costs when returning your item.

12 month Electric Coucou Tool Warranty
Please note that for our electric Coucou Tools we have a 12 month warranty for any defects arising from faulty material or workmanship. Please read more here.