Fiona Dress - A sculpted silhouette

Shipping – Couturella

At Couturella, we do our best to ensure each order reaches you as quickly as possible, while guaranteeing careful and secure handling.

Estimated delivery times:

• France: 5 to 7 business days

• Belgium: 5 to 8 business days

• Switzerland: 6 to 9 business days

• International: 7 to 15 business days (depending on the country and delivery method)

Important note: During periods of high demand (promotional offers, exclusive launches, etc.), a slight delay may occur. We thank you in advance for your patience and understanding.

Order processing:
Each order undergoes a manual verification to ensure:

• The validity of the payment

• The absence of fraudulent behavior

This process was implemented following numerous chargeback attempts by dishonest customers.
Couturella takes the security of its transactions very seriously, for the benefit of all its customers.

International shipping available
We now ship to many countries around the world, including:
United States, Canada, Australia, United Kingdom, Germany, Finland, Sweden, Norway, Poland, Czech Republic, Japan, Romania, Italy… and more.

Return eligibility

To be eligible, the item must be in the exact condition you received it: unused and in its original packaging. Returns are accepted for the following reasons:

• Wrong color received

• Wrong size received

If the product is defective or damaged, please provide photographic evidence of its condition to our after-sales service: Contact@couturella.fr

Right of withdrawal

You have a period of 14 days from delivery to return a purchased product to us.

Exceptions to the return policy

In addition to the above conditions, size errors do not entitle you to free returns if:

• you did not contact us for confirmation before purchase;

• you did not consult the size guide available on the product page.

In these cases, the refund will not be accepted. Other situations not eligible for free returns (subject to evaluation and may incur fees charged to the customer):

• Product deterioration caused during delivery

• Product shrinkage due to washing

• Product damaged upon receipt

• Loss or theft of the product

• Size error independent of COUTURELLA

Please carefully check the condition and specifications of the product before requesting a return.

Return procedure

To initiate a return, send:

1. your receipt or proof of purchase;

2. a clear photo showing the product defect.

Once approved, we will provide you with detailed instructions for the return.

Return insurance

We recommend using a shipping service with tracking or purchasing insurance from the carrier. COUTURELLA is not responsible for items not received.

Refunds

After receiving and inspecting the returned item, we will inform you by email of the status of your refund. If approved, it will be processed within 5 business days to your original payment method.

If you do not see the refund after this period:

1. first check your bank account;

2. then contact your bank and the issuer of your card;

3. if necessary, write to us.

Contact

For any questions about a return or refund, write to us at: Contact@couturella.fr

DELIVERY

Which countries do you serve?
We deliver throughout the European Union and Switzerland. For customers residing outside the EU, please feel free to contact our customer service for a personalized solution.

How much does delivery cost?

• Standard delivery included
  

What are the delivery times?

• Standard: 4 to 8 business days after shipment.

• Pre-order items require an additional delay, indicated on the product page.

How do I track my package?
Upon shipment, you will receive an email containing a tracking link. You can check the status of your delivery at any time.

RETURNS & REFUNDS

What is the deadline to return an item?
You have 14 days after receipt to request a return. Items must be unworn, unwashed, and returned in their original packaging with tags.

How do I make a return?

1. Contact our customer service by email indicating your order number and the reason for the return.

2. We will send you a prepaid return label and instructions.

3. Upon receipt and verification of your package, we will proceed with the refund or exchange.

Are return fees free?
They are free in case of our error (defective item or wrong reference) or exchange. For a simple change of mind, the fees are the customer's responsibility.

When will I be refunded?
Once the item is received and inspected, the refund will be processed within 7 business days according to the original payment method.

SIZES

How do I choose my size?
Each product offers a size guide with measurements in cm. Compare the indicated measurements (bust, waist, hips, length) to those of a similar garment that fits you well.

What should I do if my size is between two?
For optimal comfort, we recommend choosing the next size up if you are unsure. Our items are often fitted; feel free to contact our customer service for personalized advice.

Are the sizes true to reality?
Returns show that our sizes correspond to European standards (comparable to Zara and H&M). However, some cuts may run small; check customer reviews and stylist comments for each item.

OUR PRICES & PROMOTIONS

Why are there price differences depending on the country?
Prices may vary depending on applicable taxes and logistics fees. All displayed prices include VAT of the delivery country.

Do you offer sales or promotional codes?
Yes! Sign up for our newsletter to be informed about promotions (similar to ASOS and H&M practices). Codes must be entered at checkout and cannot be combined with other offers unless otherwise stated.

What does "save X%" mean?
Our discounts are calculated based on the recommended price. For example, if an item shows "save 30%", it indicates the discount applied compared to the original price.

ORDERS & PAYMENTS

What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, and Apple Pay. All transactions are secured with SSL protocol.

Can I modify or cancel my order after confirmation?
You can modify your order within one hour, as long as it has not been shipped. Contact our customer service quickly for any changes.

Will I receive an order confirmation?
Yes, a confirmation email is sent immediately after your purchase. If you do not receive it, check your spam folder or contact us.

CLIENT SERVICE

How to contact customer service?

• By email: Contact@couturella.fr

• Via online chat from our website (business hours).
  Our team will respond to you within 24 business hours.