Refund and Returns Policy

Last updated: 28 October 2026

At CoutureCraze, we want you to be happy with your purchase. If you are not completely satisfied with your order, our Refund and Returns Policy explains how to request a return, exchange, or refund.

By placing an order on https://couturecraze.shop/, you agree to the terms outlined below, subject to your statutory consumer rights.

1. Return Eligibility

To be eligible for a return, items should generally meet the following conditions:

  • Normal ready made products: return within 7 days of delivery.
  • Custom-made products: return within 24 hours of delivery.
  • International orders (for example, India to Canada): returns are not accepted.
  • You can return a normal (ready-made) product within 7 days of the delivery date. To be eligible, the product must be:
  • Unused, unwashed and unaltered
  • In its original condition, with all tags and packaging
  • Returned along with your order number

For hygiene and safety reasons, certain items may not be eligible for return unless faulty or otherwise required by law. These may include intimate apparel, underwear, and other sealed hygiene products where the seal has been broken.

Items damaged through misuse, improper washing, or normal wear and tear may not qualify for a return under this policy.

Important: Nothing in this policy limits your statutory rights regarding faulty, misdescribed, or incorrectly supplied products.

2. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact our customer support team at info@couturecraze.shop
  2. Include your order number, the item you wish to return, and the reason for your request.
  3. Provide photographs if the item arrived damaged, defective, or different from what you ordered.
  4. Wait for our return instructions and confirmation before sending the item back.
  5. Package the item securely and return it using the instructions provided.

Please do not send items to an address without first receiving the applicable return instructions.

3. Refunds for Returned Items

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved:

  • Refunds will generally be issued to your original payment method.
  • Processing will begin within 5–10 business days after approval.
  • The time required for the funds to appear in your account may depend on your bank or payment provider.
  • Any refund required by applicable consumer law will be processed within the legally required timeframe.

If your refund has not arrived after the expected processing period, please contact us with your order number.

4. Exchanges

If you would like a different size, colour, or eligible product, contact our customer support team to check availability.

Exchanges are subject to stock availability. If the requested item is unavailable, we may offer a refund or another suitable resolution, as applicable.

Depending on the circumstances, you may need to return the original item and place a new order.

5. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If an item is defective, damaged in transit, or different from the product you ordered, contact us as soon as reasonably possible at info@couturecraze.shop.

Please include:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the item and packaging, where relevant.

We will review the issue and arrange an appropriate remedy, which may include a replacement, repair, refund, or return, depending on the circumstances and applicable law.

You will not be required to pay return shipping costs where we are responsible for supplying a faulty, damaged, or incorrect item, subject to applicable law.

6. Return Shipping Costs

Unless otherwise stated at the time of purchase:

  • Change of mind: The customer is responsible for return shipping costs.
  • Faulty, damaged, or incorrect items: We will cover reasonable return shipping costs where we are responsible for the issue.
  • Exchanges: Shipping charges, if any, will be communicated before the exchange is arranged.

Original delivery charges will be refunded where required by applicable law or where our stated policy provides for a refund.

7. Cancellations

If you wish to cancel an order, contact us as soon as possible.

We will attempt to stop or cancel the order before it is dispatched, but cancellation cannot be guaranteed once processing or shipping has begun.

If your order has already been dispatched, you may need to follow the applicable return procedure. Your statutory cancellation rights, where applicable, remain unaffected.

8. Non-Returnable Items

Unless an item is faulty, misdescribed, or otherwise covered by applicable law, the following may be excluded from returns:

  • Items personalised or made to your specifications.
  • Sealed hygiene-sensitive products that are not suitable for return once unsealed.
  • Gift cards or digital products, where applicable and legally permitted.
  • Items clearly identified as non-returnable before purchase, where permitted by law.

We will not use these exclusions to deny any consumer rights that cannot legally be excluded.

9. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account or payment provider.
  2. Contact your card issuer or bank, as processing times can vary.
  3. Contact our support team if the refund remains outstanding.

We will check the status of the refund and provide any available transaction reference.

10. Statutory Consumer Rights

This policy does not affect any rights you may have under applicable consumer protection laws.

For example, customers in certain jurisdictions may have statutory cancellation periods for online purchases, as well as remedies for goods that are faulty, not as described, or unfit for their intended purpose.

Where applicable law provides rights or remedies that are more favourable than this policy, those legal rights will take precedence.

11. Contact Us

For return, exchange, cancellation, or refund enquiries, please contact:

Store name: CoutureCraze
Website: https://couturecraze.shop/
Email: info@couturecraze.shop
Business name: Couture Craze
Business address: Janta Flates, D-285 GF, Okhla Vihar, Block C, Pocket 11, Okhla, New Delhi, Delhi 110025

Please include your order number in all communications so that we can assist you more efficiently.

Thank you for shopping with CoutureCraze.