SHIPPING & RETURNS

What countries do we ship to?
We ship worldwide. 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.

*NB: We currently do not ship to Antarctica, Australia, Hong Kong, Irak, Iran, Myanmar, New-Zeeland, North-Korea, Ukraine, Samoa, Soedan, Spitsbergen, Jan Mayen, Syria, Taiwan.

What is the delivery time?
Please allow 1-2 business days to process your order. Expected standard shipment time within the Netherlands is 2-4 business days. Within Europe the expected shipment time is 5 to 7 working days, depending on country and postal code. Worldwide can take up to 2 weeks.

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.

Can I pick-up my order?
Yes! If you want to pick-up your order, we ask you to select the 'Pick-Up' option at check-out. Please email customerservice@thecoucouclub.com to schedule day and time of the pick-up. We're here every business day between 9:30AM and 5:30PM, except for Fridays till 1:30PM.

Location:
Herengracht 495
1017 BT Amsterdam 
The Netherlands 

Returns Policy The Coucou Club
What is our returns policy?
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. All returns must be processed within 14 days of receiving the order. Please email us at customerservice@thecoucouclub.com with your order number and the product(s) you'd like to return, and we'll help you place the return. 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.

Please note that all gift cards, personalized items and COUCOUTURE (a.o. Coucou Fluffy Slippers) are final sale.

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. Please include a note with your name + order number. We highly advice you to ship in a strong shipping box and to request a proof of sending at your carrier.

After reaching out, please send your product(s) to:

The Coucou Club B.V.
Herengracht 495
1017 BT Amsterdam
The Netherlands

How long does it take to process a return?
We will notify you via email once your return is received and inspected. 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.

What if I want to return an item I purchased in sale?
Unfortunately, sale items cannot be refunded. Only regular priced items may be refunded.

Who is paying for the return?
You will be responsible for paying for your own shipping costs when returning your item.

What if I’ve received the wrong product?

Ah oh! Please email us at customerservice@thecoucouclub.com with the order number so we can help you out. Note that in this case you will not be responsible for the return shippings costs.

What if I’ve received a damaged product?
We are very sorry to hear if you’ve received a damaged product. Please report your damaged item within 72 hours of delivery via email to customerservice@thecoucouclub.com including your order number and a photograph of the damaged item.