Returns & Refunds
Returns & Refunds
Cindy Coutour
Last updated: 26/08/2026
Quick summary
| Change-of-mind window | 14 days from receipt to tell us, then 14 days to send the item back |
| Condition | Unworn, unwashed, tags attached, original packaging |
| Made-to-measure & bespoke | Not returnable for change of mind (faulty items always are) |
| Return postage | Paid by you, unless the item is faulty, damaged or incorrect |
| Refund timing | Within 14 days of us receiving the item back or receiving proof of return |
| Faulty items | Free return, plus repair, replacement or refund |
| Start a return | Email info@cindycoutour.com with your order number |
1. Your right to change your mind
Because you are buying online, EU and Irish distance-selling rules give you a cooling-off right. You have 14 days from the day you (or someone you nominate) receive the goods to tell us you want to cancel — no reason needed.
Once you have told us, you then have a further 14 days to send the items back.
To cancel, email info@cindycoutour.com with your order number and the items concerned, or use the cancellation form at the end of this policy. Simply returning a parcel without telling us first slows things down considerably, so please get in touch.
If your order arrived in several parcels, the 14 days runs from the day you received the last item.
2. What cannot be returned for change of mind
The following are excluded by law from the 14-day cooling-off right:
- Made-to-measure, bespoke, altered and personalised pieces — anything cut, sized, monogrammed or adapted to your specification. Because these are made for you alone, we cannot resell them.
- Sealed items returned unsealed for hygiene reasons
- Gift cards and event tickets.
This does not affect your rights if an item is faulty, damaged, or not as described. Those rights apply to every item we sell, including bespoke pieces and sale items. See Section 8.
Sale and promotional items
Reduced items can be returned under the 14-day right unless stated otherwise on the product page.
3. Condition of returned items
To be accepted, items must be returned:
- unworn and unwashed, with no marks, scent, makeup, deodorant or fake tan transfer;
- with all tags and any security seals still attached;
- in the original packaging, including garment bags, boxes and hangers where supplied.
You are welcome to try a piece on as you would in a shop. If an item comes back showing wear beyond what is needed to check fit and appearance, we may reduce your refund to reflect the loss in value, and we will explain the deduction before processing it.
Please return delicate and beaded pieces folded flat in the original packaging — damage caused by poor packing on the return journey is your responsibility.
4. How to return an item
- Email us at info@cindycoutour.com within 14 days of receipt with your order number, the items and, optionally, the reason.
- We reply with the return address and any instructions.
- Pack the item securely in its original packaging, and include your order number or the returns note inside.
- Send it using a tracked service and keep your receipt. Until it reaches us, the parcel is your responsibility, and without tracking we cannot help if it goes missing.
- We inspect and process within 3–5 working days of arrival and email you to confirm.
Return address: Will be emailed to you
Please do not send returns to any address other than the one we give you.
5. Who pays for return postage
| Reason for return | Who pays |
|---|---|
| Changed your mind | You |
| Wrong size or fit | You |
| Item faulty, damaged in transit, or not as described | Us |
| We sent the wrong item | Us |
Where we cover return costs, we will either send you a prepaid label or reimburse your reasonable postage cost on receipt of the receipt.
6. Refunds
What we refund
We refund the price you paid for the returned items, plus the standard outbound delivery charge you originally paid. If you chose an express or upgraded service, we refund only what the cheapest standard option would have cost.
Where you return only part of an order, we refund the item price. Outbound delivery is refunded only if the whole order is returned.
Free-shipping threshold: if returning items brings your order below the free-shipping threshold, we may deduct the standard delivery charge that would have applied to the items you kept.
When and how
We issue refunds within 14 days of receiving the goods back, or within 14 days of you supplying proof of postage, whichever is earlier. In practice we usually process within 3–5 working days of the parcel arriving.
Refunds go back to the original payment method. Depending on your bank or card issuer it can take a further 3–10 working days to appear on your statement — that part is outside our control.
Orders paid partly with a gift card are refunded to the gift card first.
7. Exchanges
We are happy to exchange for a different size or colour, subject to availability.
- Email us within the 14-day window to reserve the replacement — stock moves quickly, particularly across our collections.
- The simplest route is usually to return for a refund and place a new order, which secures the replacement immediately.
- We cover outbound postage on the first exchange of any order; you cover the return postage unless the original item was faulty.
For fit issues on bespoke pieces, see Section 9.
8. Faulty, damaged or incorrect items
Under the Consumer Rights Act 2022, goods must be of satisfactory quality, fit for purpose and as described.
- Within 30 days of delivery, you have the right to reject a faulty item and receive a full refund.
- After 30 days, you are entitled to a repair or replacement. If that is not possible, or is not carried out within a reasonable time, you can claim a price reduction or refund.
- For the first year, any fault is presumed to have been present at delivery unless we can show otherwise.
- These rights last up to six years from purchase for durable goods.
If your item is faulty or arrived damaged:
- Email info@cindycoutour.com with your order number and clear photographs of the fault and, for transit damage, the outer packaging.
- Report transit damage or an incorrect item within 48 hours of delivery where possible, so we can raise a claim with the carrier.
- We will confirm the remedy and cover all return costs.
We do not treat as faults: damage caused by wear and tear, incorrect washing or dry cleaning against the care label, alterations by a third-party tailor, or accidental damage.
9. Made-to-measure and bespoke pieces
Bespoke pieces cannot be returned because you changed your mind. What we do offer:
- Fittings during production, so issues are caught before the piece is finished.
- Complimentary adjustments within 30 days of collection or delivery where the finished garment does not match the measurements and specification we agreed. Return postage for adjustments is covered by us.
- Full statutory rights if the piece is faulty, poorly made, or materially different from what was agreed.
Please note that adjustments cannot correct for measurements that have changed since your fitting, or for a change of preference about the design. Where that happens we will always quote for the alteration work before starting.
10. International returns
Returns from outside the EU must be clearly marked “RETURNED GOODS — RELIEF CLAIMED” on the customs declaration, with the original order number stated. If a return is not marked correctly and we are charged import duty to receive it, we will deduct that charge from your refund.
Import duties and taxes you paid in your own country are not refundable by us. You may be able to reclaim them directly from your local customs authority.
11. Gifts
If you received an item as a gift, contact us with the order number or the purchaser’s name and email. We can usually arrange an exchange or a credit note. Cash refunds are issued to the original purchaser and payment method.
12. Complaints
If you are unhappy with how we have handled a return, email info@cindycoutour.com with the subject line “Complaint” and we will respond within 5 working days.
If we cannot resolve it between us, you can seek help from:
- the Competition and Consumer Protection Commission (CCPC) — www.ccpc.ie
- the European Consumer Centre Ireland (ECC Ireland) — www.eccireland.ie — for cross-border EU purchases
13. Contact us
Cindy Coutour
Email: info@cindycoutour.com Phone: +353 89 485 9342 Response time: within 1–2 working days
Nothing in this policy affects your statutory rights.
