Returns & Refunds Policy

Last Updated: December 17, 2025

Kouvr Fashion is an online-only retailer. At Kouvr Fashion, we want you to be completely satisfied with your purchase. If you're not happy for any reason, we're here to help.

Quick Summary

Shipping timeframes begin after dispatch, not at the time of purchase.

14-day return window from delivery date
Your choice: Full refund OR store credit
Free return shipping for our errors (wrong item, defective, not as described)
Full refunds (including shipping) for faulty or incorrect items
Fast processing: 5-7 business days after we receive your return

Order Tracking

All orders are shipped with tracking.
A tracking number will be sent to the email address provided at checkout once available, typically within 24–48 business hours after dispatch.
If you do not receive your tracking email, please check your spam or junk folder.

Return Window

You have 14 days from the delivery date to request a return for any reason. Returns are processed at our Canadian facility. To start a return:

Email us at returns@kouvrfashion.com
Include your order number and reason for return
We'll respond within 24 hours with return authorization and instructions

Refund Options - Your Choice

When you return an item, you choose how you'd like to be refunded:

Option 1: Full Refund to Original Payment Method

Refund issued to your original payment method (credit card, PayPal, etc.)
Includes the item price
Original shipping costs refunded ONLY if item is faulty or we sent wrong item
Processing time: 5-7 business days after we receive your return

Option 2: Full Refund to Original Payment Method

Receive store credit for 110% of item value
Example: £100 item = £110 store credit
No expiration date
Issued immediately upon return approval
Can be used on any future purchaseY

You decide which option works best for you.

Our Errors - We Cover Everything

If we made a mistake, we take full responsibility.

We made an error if:

You received the wrong item
Item is defective or damaged
Item doesn't match our description or photos
Item is missing parts or accessories

What we provide:

Full refund including item cost AND original shipping cost
Free return shipping - we provide prepaid return label or reimburse your shipping cost
Immediate resolution - no inspection delay
Keep or donate option for defective items (we may not require return)

Timeline: Contact us within 7 days of delivery if you receive a faulty or incorrect item.

Return Shipping Costs

If We Made an Error:

We pay return shipping - prepaid label provided or we reimburse you

If You Changed Your Mind:

You cover return shipping costs
We recommend tracked shipping for your protection
Original outbound shipping is not refunded (unless item was faulty/incorrect)

Return Requirements

To ensure returns can be processed:

Items must be:

Unworn, unwashed, unused and not damaged
With all original tags attached
In original packaging (if possible)
Free from makeup, deodorant perfume or stains

Items that don't meet these conditions:

We'll contact you before making any decision
We'll send photos showing the issue
We'll work with you to find a resolution

Non-Returnable Items

For hygiene and safety reasons, these items are final sale (unless faulty):

Lingerie and underwear
Swimwear with broken hygiene seal
Items marked as "FINAL SALE" at time of purchase

Even final sale items can be returned if they are faulty or not as described.

Return Address

All approved returns ship to our Canadian address:

Kouvr Fashion Returns
Order #: [YOUR ORDER NUMBER]
9-9580 Yonge Street,
Suite 279
Richmond Hill, ON L4C 1V6
Canada

Important: DO NOT send returns without approval. Always email returns@kouvrfashion.com first for authorization.

Processing Timeline

We process returns quickly:

Step	Timeline
Email us for return authorization	We respond within 24 hours
Ship your return	Canadian Address (see above)
We receive your return	1-2 business days
Refund processed or store credit issued	5-7 business days
Money appears in your account	3-5 business days (bank dependent)

Total time: Most returns are fully processed within 2 weeks of shipping.

If it's been longer than 15 business days since you shipped your return, please contact us at returns@kouvrfashion.com.

Exchanges

Here's how to get a different size or item:

Request a return for your original item
Place a new order for the item you want
Once we receive your return, we'll process your chosen refund method

Pro tip: Choose store credit with 10% bonus to save on your new order!

Damaged in Transit

If your item arrives damaged due to shipping:

Take photos of the packaging and damage
Email us at returns@kouvrfashion.com within 48 hours
We'll send a replacement immediately OR provide full refund including shipping

You don't need to return damaged items - we'll handle the claim with the carrier.

International Returns

For international customers:

Same 14-day return window applies
Return shipping to Canada address (above)
You're responsible for return shipping costs (unless our error)
We cannot refund VAT/GST - contact your tax authority to reclaim if eligible

Lost or Stolen Packages

For outbound orders:

All orders include tracking
If package is marked delivered but you didn't receive it, please contact us within 7 days
We'll work with you to resolve (replacement or refund depending on situation)

For return shipments:

Use tracked shipping for returns
Keep your tracking receipt until return is confirmed
We cannot refund returns lost in transit without tracking proof

Refund Details

What Gets Refunded:

For Faulty/Incorrect Items (Our Error):

✓ Full item price
✓ Original shipping cost
✓ Return shipping cost (reimbursed or prepaid label provided)

For Change of Mind Returns:

✓ Full item price
✗ Original shipping cost (not refunded)
✗ Return shipping cost (you pay)

Refund Method:

Refunds issued to original payment method
Same method you used to purchase (credit card, PayPal, etc.)
Cannot refund to different card or method

Contact Us

Returns & Refunds:

📧 returns@kouvrfashion.com
⏰ Response within 24 hours

General Questions:

📧 info@kouvrfashion.com

Business Hours: Monday-Friday, 9:00 AM - 5:00 PM EST

Important Information

About Kouvr Fashion:

We are an online-only retailer
We do not operate physical stores or showrooms

Products ship from fulfillment centers in Turkey, China and Vietnam

Holiday Processing:

We do not process returns on statutory holidays
Processing times may be extended during major sale periods

We'll always notify you of any delays