Shipping & Refund Policy

1. Your right to cancel
Our cancellation policy does not affect your legal rights.

1.1 Before your item is dispatched your order can be cancelled up to the point it is released to our warehouse. If your order has been released, then we are unable to halt the delivery so please refuse the delivery or contact us if it has been delivered and we will arrange to collect and refund once this is confirmed.

1.2 After your item has been dispatched, once your order has been released to our warehouse and dispatched, we are unable to cancel it. If you wish to return goods you may do so within 14 working days after the day of delivery. This will cancel your contract with us. Please email us on customerservice@couro.co.uk or use the contact us form to arrange this.

1.3 It is your responsibility to ensure that your items are returned to us in their original packaging and are packaged adequately to protect against damage in transit. Please note that if you fail to take reasonable care of the goods before they are returned to us, we will charge you a reasonable sum for the reduction in value the goods have incurred. If you have worn our products it cannot be returned unless found to be faulty.

1.4 Within 7 working days of our receipt of the goods, providing the goods are unopened and in a fully original condition, we will reimburse to you (by the method you used to pay for the original transaction) the amount in relation to goods which you have returned. If your entire order was returned, this will include the cost of standard delivery if a delivery charge was applied to your purchase. We will not refund the supplementary costs arising if you chose a type of delivery other than our standard and least expensive method of delivery.

1.5 If you refuse delivery from our carrier, you will be responsible for the return charge of these goods. We will call you to advise the charge for this.

1.6 When your goods arrive- Please check your delivery carefully to ensure you have received exactly what you have ordered. We recommend you allow yourself enough time to check the contents thoroughly before Using our Product whether by yourself. We will not pay any compensation whatsoever for issues which arise as a result of mishandling. We take no responsibility if the goods are delivered to any building or office receptions/concierge and not received directly by the customer. 

1.7 Faulty or Incorrect Goods In the unlikely event that your delivery is incorrect, or your goods are faulty we require you to notify us within 48 hrs of receipt. Please email us on customerservice@couro.co.uk with pictures or use the contact us form on site. Without prejudice to your right to cancel orders under this clause 5, at our discretion we may then do one of the following: We will replace missing, damaged or defective goods, deliver any goods not supplied, arrange the collection of the faulty or incorrect goods, or provide a refund for the amount paid by you for the goods in question including the cost of standard delivery. We will not refund the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery. We do not support any indirect costs incurred including disposal.

1.8 The provisions of this clause 5 do not affect your legal rights as a consumer

1.9 If you have received a free gift with your order and wish to return the goods you have purchased then the complimentary item must also be returned at the same time before any refund will be issued.

2.0. Delivery

2.1 We can deliver to mainland UK only, for the prices specified on the website. Exclusions apply.

2.2 It is your responsibility to ensure all delivery information is correct. If your delivery details change, please contact our customer service department. Please email us on customerservice@couro.co.uk with your order reference number or use the contact us form. If your order has already been released to the warehouse, we cannot change delivery details. When your order is dispatched, you will receive an email/SMS to advise the expected delivery date. If you are not in to accept your delivery on the advised day the courier will leave the goods in a place, they deem to be safe at your property or with a neighbour. We are unable to take responsibility for orders that are left at your property on the advised day of delivery if you are not there to accept the goods. When ordering on our standard service please be advised that this can be anytime up to the state period so please allow for this when placing your order.

2.3 Delivery is charged as stated at checkout and is subject to change depending on circumstances and price rises from our chosen couriers

2.4 Orders for Highlands of Scotland are extra and the cost for these is displayed at checkout.

2.5 Our standard 1 - 2 working days and nominated day services are available to mainland UK only. Excluding the following postcodes: PH [30-41], PO [30-41], IM, IV [4-40], KW, HS2, ZE1, CA28, KA28, FK [19-21], GY, PA [20-78], JE, TD15. Delivery cost and timescale to these locations vary on an individual basis. This service is available Monday to Friday for deliveries Tuesday to Friday, excluding public holidays.

2.6 Unfortunately we are unable to offer specific timed delivery slots. We will aim to deliver the goods by the date quoted for delivery, but delivery times are not guaranteed. Delayed deliveries will not be subject to any compensation payment whatsoever.

2.7 If you order a number of Couro products, we must reserve the right to dispatch them separately. All goods remain the property of Couro Ltd until they have been delivered to you.

2.8 Once the goods have been delivered to the address nominated in your order they will become your property and are held at your own risk. Couro Ltd will not be liable for their loss or destruction once they have been delivered in accordance with your delivery instructions (unless this is caused by our negligence). Please ensure a responsible person is available to receive and sign for the goods. If you instruct us that you wish to have the goods left without a signature you do so entirely at your own risk.

2.9 We will take responsibility for shipping to a UK mainland only unless we have quoted to ship beyond this territory. If a customer chooses to onward ship that is entirely at their own risk. We strongly advise our customers to check their product carefully before doing so. We will only supply any replacement parts to the original UK mainland address.