About

Return Window
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility Requirements
To be eligible for a refund, exchange, or replacement, your item must be:
• In the same condition as when you received it
• Unworn and unused
• With original tags attached
• In original packaging
• Returned to our designated warehouse

You will also need your receipt or proof of purchase.

How to Initiate a Return
To start an exchange, replacement, or refund, contact us directly at storecouvert@gmail.com.

We prioritize return-related inquiries and work diligently to respond as quickly as possible.
Due to high inquiry volume, please format your email subject line as follows:
REFUND + Your Order Number
REPLACEMENT + Your Order Number
EXCHANGE + Your Order Number

Important: Please do not reply to automated emails such as order confirmations, shipping updates, or newsletters, as these may be filtered and could delay your request.

Return Process
Unless your item arrived damaged or defective, all items must be physically returned to be eligible for exchange, replacement, or refund. If your return request is approved, we will send you detailed instructions on how and where to ship your package.

For return inquiries, contact us at storecouvert@gmail.com.

Definitions
Damages: Any breaks, scratches, cracks, crushing, or deformation of the item's physical shape.
Defects: Any malfunction of items within the warranty period or unstated imperfections in their designed shape or appearance.

Customer Responsibility
Once a parcel is marked as delivered, it is considered under the customer's custody. Customers are responsible for keeping items safe and protected from potential hazards that might cause damage.

Inspection and Reporting Requirements
Customers must inspect their order immediately upon receipt and contact us within 3 days (starting from the delivery date) if:
• The item is defective
• The item is damaged
• You received the wrong item
By reporting qualifying issues within this timeframe, we can process a direct refund without requiring you to return the item.

Time Limitations
Damage Claims: Any damage reported more than 3 days after the parcel is marked as delivered will be considered customer-caused and is not eligible for exchange, replacement, or refund.

Defect Claims: Any defect claim related to imperfections in an item's physical shape or appearance (such as unremovable stains) reported more than 3 days after receiving the parcel will be considered customer-caused and is not eligible for exchange, replacement, or refund.

To report damage or defects, contact us immediately at storecouvert@gmail.com with your order number and photos of the issue.

Once a parcel is delivered, it is under the customer's custody and it is the customer's responsibility to keep it safe. If you received a parcel delivered message but cannot find it anyway, please get in touch with us via email: storecouvert@gmail.com within 7 days from the first day you receive the parcel delivered message, so we can inspect or send you a replacement 

Please note that any cancellation, refund, or exchange when the item is in transit will not be accepted as a delivery intervention at this stage is not applicable, and you would have to wait until the parcel is received to initiate a return & refund or exchange request.

It is the customer's responsibility to make sure the address and contact info are correct, complete, permanent, and can be reasonably delivered. Any items delayed, missing, damaged, failed to deliver, parcel returned or disposed due to incorrect, incomplete or inaccessible address or relocation of customer are not refundable either and the customer is responsible for any cost incurred from a incorrect, incomplete or inaccessible address, including but not limited to return, warehousing and disposal of the parcels.

In rare cases, the customers might be asked to provide relevant info or documents by the customs of the destination countries to facilitate the clearance of their purchase items. The customers in this case are responsible to follow the instruction given by the customs / courier / Couvert to provide such documents. Failure or refusal of providing such documents within the given time might result in the parcel being returned or disposed by the customs and the customers would be liable for covering any costs incurred including but not limited to the return shipping cost, fines and fees associated with storage and withdraw the parcels from the customs and compensate the perished value of goods ( if any ). 

It is the customers' responsibility to track the parcel and coordinate their time for delivery, reschedule the delivery, or collect the parcels themselves timely. Missing parcels or parcels being disposed of by the local courier due to customers' absence, failure to reschedule, or failure to collect the items timely is not eligible for refund. Parcels being returned by the couriers due to multiple failed delivery attempts caused by customers' absence or failure to collect the parcels timely is only eligible for partial refund ( order value - returning shipping fee ).

It is customers' responsibility to inspect the items upon receiving. In the circumstance of damaged items, please notify us within 3 days from the first day you receive the parcel delivered message. In the case of defect in the item's physical shape or appearance, please notify us within 3 days from the first day you receive the parcel delivered message. However, defects on the item's physical appearance / shape or damaged items failed to file a refund/replacement request within the 3-day time frame and are not eligible for refund or replacement.

In accordance with federal and state guidelines and for the safety of the consumers, suppliers and carriers, made-to-order items is non refundable. Items including but not limited to bedding & bath items, sleepwear or lounge, drinkware, serveware and flatware are not eligible for full refund and a restocking fee of 25% of the purchase price would be applied. However, once opened or used, intimate items are not eligible for return and refund.

Shipping cost or tax associated with the fulfilment of the order could not be refunded as well.

It's customer's responsibility to pay any tax or cost incurred from importing the items with the time frame given by the local government. The customer is responsible to cover the cost of disposal of the item or perished value of the items due to delayed payment of the imported tax. Delivery failure or disposal of the items by the custom due to the customer's failure to pay the import tax within the time frame given by local government is not eligible for refund

Exchange & Replacement Process

All items must be returned to Couvert for exchange or replacement. Customers are responsible for returning items with adequate protection to our designated warehouse address and providing tracking information so our warehouse staff can expect and inspect items promptly upon arrival. Replacement or exchange items will be shipped within 3 business days once inspection is completed, and customer support will provide tracking information for new parcels.

Refund Process

All items must be returned to Couvert for refund processing. Customers are responsible for returning items to our designated warehouse with adequate protection. We recommend taking photos that document the condition of items before shipping them to us.

Once return items are shipped, customers must provide tracking information and a screenshot of shipping history. We will notify you once we have received and inspected your return and inform you whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 7 business days. Please remember that your bank or credit card company may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at storecouvert@gmail.com.

Return Shipping Costs

Unless products are reported and verified as damaged or defective within the specified timeframe, customers are responsible for return shipping costs and must provide tracking information for return parcels.

Please note that freight collect shipments are not acceptable, as paying for return shipping is outside our warehouse staff's scope of responsibilities. Any missing, disposed, or rejected return parcels due to freight collect arrangements will be at the customer's expense, and consequently, refunds will not be eligible in such cases.

For return instructions and questions, contact us at storecouvert@gmail.com.