Refund policy
Returns & Refund Policy
This policy applies to all purchases made through Kouts Kouture.
Returns
We offer a 14-day return window for eligible items, which means you have 14 days from the date you receive your order to request a return.
To be eligible for a return, items must be:
- Unworn and unused
- In their original condition
- With all original tags attached
- Returned in original packaging
- Accompanied by proof of purchase
To start a return, please contact us at info@koutskouture.com.
Returns must be sent to the return address provided upon approval of your request.
Items sent back without prior approval will not be accepted.
Made-to-Order & Custom Items
As a slow fashion, made-to-order brand, most Kouts Kouture pieces are produced specifically for each customer after purchase.
This includes:
- All made-to-order garments
- Custom length or waist adjustments
- Any personalised or bespoke items
These items are made specifically for you and are therefore non-refundable and non-returnable, in accordance with UK consumer law exemptions for custom-made goods.
Damaged or Incorrect Items
Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or incorrect.
We will assess the issue and arrange a replacement, repair, or refund where appropriate.
Exchanges
We do not offer direct exchanges.
If you would like a different size, colour, or item, we recommend returning your item (if eligible) and placing a new order.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, refunds will be issued to your original payment method within 10 business days.
Please note that it may take additional time for your bank or payment provider to process the refund.
If more than 15 business days have passed since approval, please contact us at info@koutskouture.com.
EU Customers – 14 Day Cooling-Off Period
If your order is delivered within the European Union, you are entitled to a 14-day cooling-off period under EU consumer law.
This applies only to non-custom, non-made-to-order items. Custom and made-to-order garments remain exempt from cancellation rights.
Contact
For any questions regarding returns or refunds, please contact: