1. Product Authenticity & Quality
Are all your products authentic?
Absolutely. Every item sold on Coutureia is 100% authentic and sourced directly from official brand partners, authorized retailers, and reputable European distributors. Each piece comes with original tags, brand packaging, and, where applicable, authenticity cards or certificates.
Do you sell outlet or past-season items?
Yes, in addition to current-season collections, we offer carefully selected past-season items at special prices — without compromising authenticity or quality.
Will I receive the exact product shown in the photos?
Yes. All images on our website are of the actual items, photographed to represent colors, details, and finishes as accurately as possible.
Do you sell preloved items?
Yes. Our Preloved Collection features carefully selected second-hand luxury pieces. Each item is thoroughly inspected for quality and authenticity. Any minor signs of wear are clearly described in the product details. Every preloved product page is marked as Preloved, so you always know exactly what you are buying.
How is the condition of preloved items described?
We use detailed product descriptions and high-resolution photos to clearly show the item’s condition. Any signs of previous wear are noted in the description.
What about preloved items with minor defects?
Some preloved pieces may have small imperfections (e.g., light scratches, minor fabric pulls) that do not affect overall wearability or style. These are always photographed and described in detail so you can make an informed purchase.
Can I return preloved items?
Yes, preloved items can be returned under the same return policy as our new products, provided they are in the same condition as received.
2. Ordering
How do I place an order?
Simply add your desired item to the cart and proceed to checkout. You can complete your purchase as a guest or create an account for faster future orders.
Can I change or cancel my order after placing it?
Yes, if your order has not yet shipped. Please contact our customer care team immediately to make changes.
Can I pre-order new arrivals?
Some exclusive items are available for pre-order. These are clearly marked on the product page with estimated delivery dates.
3. Payment & Pricing
What payment methods do you accept?
We accept major credit cards, PayPal, Klarna, Apple Pay, and bank transfers. All payments are processed securely.
Do prices include VAT and duties?
Yes. All prices are displayed including VAT. There are no hidden fees.
Is my payment information secure?
Yes. All transactions are encrypted and processed through secure payment gateways that comply with the highest security standards.
4. Shipping & Delivery
Where do you ship to?
We ship currently EU-wide.
How long does delivery take?
We currently deliver to all countries within the European Union. Standard Shipping: Free of charge, delivery within 2–6 business days. Express Shipping: Available for a flat fee of €10, delivered within 1–3 business days.
Please note: Delivery times are estimates and may vary slightly depending on the destination within the EU and during peak seasons.
How much does shipping cost?
Shipping costs are calculated at checkout.
How can I track my order?
Once your order ships, you’ll receive a tracking link via email.
5. Returns & Exchanges
What is your return policy?
You may return unused and unworn items with all original packaging and tags within 14 days of delivery.
Who covers the cost of returns?
You may return unused items in their original condition with tags and packaging within 14 days of delivery. Return shipping costs are covered by the customer. We provide a prepaid return label for your convenience. A flat fee of €10 will be deducted from your refund to cover the return shipping.
How do I return an item?
Please contact our Customer Care team to receive return instructions and a return authorization number. Alternatively, you may log into your account and use the online return option to request a prepaid label.
Refunds
Once we receive and inspect your return, we will issue your refund within 14 days to your original payment method. Express shipping fees are non-refundable.
Are there items that cannot be returned?
For hygiene reasons, certain items such as underwear and swimwear cannot be returned.
6. Care & Maintenance
How should I care for my luxury item?
We recommend following the care label instructions provided by the brand. For leather goods, store them in their dust bags when not in use. Avoid prolonged exposure to direct sunlight and humidity.
Do you offer repairs?
While we don’t perform repairs in-house, we can assist in coordinating repairs with the brand’s official service centers.