Refund policy

Returns & Refund Policy - Couchies

(Last updated: 24 January 2026)

At Couchies, we want you to feel confident shopping with us worldwide. This Returns & Refund Policy explains your rights, the return process, refund timelines, and conditions for both domestic and international customers.

1. Scope and Applicability

This Returns & Refund Policy applies to all purchases made through the official website:
https://couchies.eu

By placing an order, you agree to the terms outlined below.

2. Contact Information

For questions regarding returns, complaints, or damaged shipments, please contact:

  • Email: support@couchies.eu

  • Phone: +48 781 169 933

  • Customer Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (CET)

3. Return Rights (EU & International Customers)

EU Customers – Right of Withdrawal

If you are located in the European Union, you have the legal right to withdraw from your purchase within 14 days of delivery, without providing a reason.

International Customers (Outside the EU)

Customers outside the EU may also request a return within 14 days of delivery, unless restricted by local regulations or product type.

4. Return Request Procedure

Step 1 – Notify Us

To initiate a return, please email: support@couchies.eu

Include:

  • Order number

  • Product name

  • Reason for return (optional for EU withdrawal)

  • Photos (if the item is defective or damaged)

Step 2 – Return Authorization

Once reviewed, we will provide:

  • Detailed return instructions

  • A return authorization confirmation

  • A prepaid label (only if applicable)

Returns sent without prior authorization may not be accepted.

5. Packaging and Return Shipment Conditions

To qualify for a return:

  • Products must be unused and unworn

  • Must include original packaging, labels, and tags

  • Must be securely packed to prevent damage during transit

  • Return documents must be included

Couchies reserves the right to reject returns that do not meet these conditions.

6. Return Shipping Costs

A. Faulty, Damaged, or Incorrect Items

Return shipping is free if:

  • The product is defective

  • The parcel arrived damaged

  • You received the wrong item

La Velour will offer either:

  • Replacement

  • Full refund

  • Store credit (optional)

B. Change of Mind Returns

If you return an item due to personal preference:

  • Wrong size

  • No longer wanted

  • Ordered by mistake

The customer is responsible for return shipping costs.

7. International Returns – Customs & Duties

For returns shipped from outside Poland or the EU:

  • Customers are responsible for customs declarations

  • Import duties and taxes are non-refundable

  • Return parcels must be marked as “Returned Goods” to avoid additional customs fees

Couchies is not responsible for return delays caused by customs processing.

8. Damaged Items Policy

If your order arrives damaged:

  • Notify us within 48 hours of delivery

  • Provide clear photos of damage and packaging

We will assess the case and arrange:

  • A replacement shipment

  • Full refund if replacement is unavailable

Claims made after 48 hours may not be eligible.

9. Lost or Missing Orders

If your package has not arrived:

  • Contact us immediately

  • We will open an investigation with the courier

If the parcel is confirmed lost, we will offer:

  • Full refund

  • Replacement shipment

10. Refund Process

Refund Approval

Refunds are issued after:

  • Return parcel is received

  • Product inspection is completed

Refund Timeline

Refunds are processed within:

  • 7 business days after inspection

  • Payment provider processing may take an additional 3–10 business days

Refund Method

Refunds are always issued to the original payment method.

11. Non-Returnable Items (Exceptions)

The following products cannot be returned:

  • Personalized or custom-made products

  • Hygiene-sensitive products (e.g., underwear, socks) unless unopened

  • Items showing signs of wear or use

  • Gift cards (if applicable)

12. Return Address

All approved returns must be shipped to:

Couchies
Piękna 3
14-133 Stare Jabłonki
Warmińsko-mazurskie, Poland

13. Shipping Method & Fees

  • Return shipments must include tracking

  • Recommended carrier: FedEx or equivalent international courier

  • Restocking Fee: None (0 PLN)

14. Legal Consumer Rights

This policy does not limit or waive any mandatory consumer rights under:

  • EU Directive 2011/83/EU

  • Polish consumer law

  • Applicable international consumer regulations

15. Questions & Support

For assistance, please contact our support team:
https://couchies.eu/contact-us

Company Information

Company Name: Made In Poland BPJ Sp. z o.o.
Address: ul. Ogarna 117/118/2, 80-826 Gdańsk, Pomorskie, Poland
Email: support@couchies.eu
Phone: +48 781 169 933
Company Number: 5833498995
VAT Number: PL5833498995