Return & Cancellation Policy

NEED TO RETURN YOUR ORDER?

Easy! If you are not in love with the product that you have purchased, Kouvr will provide you with full store credit.

RETURNS POLICY

Returns can be requested within 14 days from the date you’ve received all your items.
Please note that the customer will be responsible for all return shipping costs
If a dispute or chargeback is opened, the processing time of refund would take up to 75 days. Kindly contact our support team at info@kouvrfashion.com for any questions or requests.
If your order is purchased through store credits accumulated from previous returns, the order is not eligible for return.
Purchases made using compensatory Store Credits are non-refundable.
All returns will automatically be issued store credit (this will allow you to easily re-purchase an alternative item, or the same item in a different size).
Items marked with the FINAL SALE message cannot be returned unless faulty.
We do not offer refunds for final sale items, change of mind or incorrect sizing.
Customers who have received an incorrect item or products with a manufacturing fault will receive a refund. (Please note that the Kouvr Warehouse undertakes strict quality control on every item prior dispatch and upon receiving return).
Please take due care when trying on any products. (Items that are manually defected or do not comply with our returns policy will be declined and returned to the customer).
We do not issue store credit or refund on original shipping charges.

EXCHANGES

Store credit will be issued, so that you can re-purchase a new item.
If you need an urgent exchange, we would highly recommend that you purchase the replacement size prior to sending back the return, and we will issue you with store credit, once we receive your unwanted item. (As we do not hold items, nor exchange, while your item is being sent back).

CONDITION OF RETURN

All garments must be returned:

In the original condition, unworn and unwashed. (Free of any stains from make-up or deodorant).
With all tags attached and in the original packaging.

All shoes must be returned:

In the original undamaged shoebox.
In the same condition as delivered to you.
They must be tried on indoors and on a soft floor.

WHAT CANNOT BE RETURNED

Sale items cannot be returned (excluding full priced items purchased using a discount code)

For safety/hygiene purposes, the following items cannot be returned:

Accessories (any products within accessories category, excluding shoes and heels)
Lingerie
Underwear
Swimwear (without a hygiene sticker)

HOW DO I MAKE A RETURN?

Please note that items must be returned within 30 days of the purchase date.

Simply download our returns form HERE
Print the returns form.
Ensure the items you are returning meet all of our return policy requirements.
Clearly fill out your details.
Include the return form in your package.
Please send your return to the following address:

Kouvr Fashion Returns Centre
ORDER NUMBER #: ______
9-9580 Yonge Street
Suite 279
Richmond Hill, ON, L4C 1V6
Canada

PLEASE NOTE:

Returns received later than 30 days from the purchase date will receive a $5.00 AUD processing fee that will be deducted from your store credit note.
Returns received later than 35 days will not be accepted and will be returned to the customer.

RECEIVED A FAULTY ITEM?

If you have received a faulty Item, please email our customer support team within 5 days of receiving the package via our contact form. Please wait for instructions before shipping your return.
You will not be reimbursed returns fees if our support team have not sent you instructions via email, prior to returning the faulty items.
Be sure to use a traceable delivery method for returning your items, as Kouvr is not held responsible for lost/damaged returns in transit.

ASSESSING THE RETURN

Returned products will be assessed upon arrival to ensure they comply with our returns policy.
Non-returnable items and/or returned items which do not comply with our returns policy will not be accepted and will be returned back to the customer.

REFUNDS AND PROCESSING TIMEFRAMES

Depending on the service and country you’re returning your items from, it can usually take up to 21 working days (excluding weekends and public holidays) to be delivered and processed by our returns team.

Refunds will be issued to the same method of payment used to create the order.
For payments made with both credit cards, and gift cards or store credit, the refund will be applied to the gift card/store credit first.
Please do not email regarding the arrival of your return unless it has been 15 days since posting your return.
You will be informed via the email address that you provided for your order, when the refund is complete.
Store credit will be issued via email and in the form of a code, and it will remain valid for 6 months upon receiving the email.

Please note that Kouvr does not operate on public holidays, so all returns will be processed the following working day.

BUY NOW, PAY LATER RETURNS:

Buy Now, Pay Later (BNPL) returns undergo the same process.

Please note that your personal agreement with BNPL companies still stands and you will continue to pay any scheduled repayments.