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. In addition to brand-new products, Coutureia offers a curated selection of preloved luxury pieces. Each item is carefully authenticated and quality-checked before being listed on our website.
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?
For orders within the EU, all prices include VAT. For deliveries outside the EU, local customs duties and taxes may apply and are the responsibility of the buyer.
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?
EU deliveries usually arrive within 3–5 business days. Shipping times may vary depending on destination and potential customs clearance.
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, unworn items with all original packaging and tags within 14 days of delivery.
Who covers the cost of returns?
We will provide you with a prepaid return label for your convenience. However, the direct costs of returning the goods will be deducted from your refund. The amount deducted depends on your location and will be communicated when you request the return.
How do I return an item?
Please contact our customer care team to receive return instructions and a return authorization number.
As an alternative, you can also log in to your account and use the online return option to request a return label directly.
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.