1. Product Authenticity & Quality
Are all your products authentic?
Yes. All products available at COUTUREIA are original designer items sourced through registered European distributors and wholesalers.
We work only with partners who provide documented and traceable supply chains within the European Economic Area (EEA).
Whenever available, items may include original dust bags, tags, boxes or certificates provided by our suppliers.
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?
Product images are provided by our sourcing partners and are intended to represent the item accurately, including colors, details and finishes as closely as possible.
Do you sell preloved items?
Yes. Our Preloved Collection features carefully selected second-hand luxury pieces. Each item is thoroughly inspected for quality and authenticity. Any minor signs of wear are clearly described in the product details. Every preloved product page is marked as Preloved, so you always know exactly what you are buying.
How is the condition of preloved items evaluated?
We use a detailed inspection and condition grading process.
Any marks or signs of previous use are clearly described so you can make an informed decision.
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?
Yes. All prices are displayed including VAT. There are no hidden fees.
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?
We currently deliver to all countries within the European Union. Standard Shipping: Free of charge, delivery within 2–6 business days. Express Shipping: Available for a flat fee of €10, delivered within 2–4 business days.
Please note: Delivery times are estimates and may vary slightly depending on the destination within the EU and during peak seasons.
How much does shipping cost?
Standard EU shipping is free of charge. Express shipping is available for a flat fee of €10 and can be selected 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 and unworn items with all original packaging and tags within 14 days of delivery.
Who covers the cost of returns?
Return shipping costs are borne by the customer.
For convenience, we may provide a prepaid return label where available. If you use our prepaid return label, a flat return shipping fee of €10 will be deducted from your refund.
Alternatively, you may return the item using your own carrier after receiving our return instructions. Please do not send items back without prior return authorization.
How do I return an item?
Please contact our Customer Care team to receive return instructions and a return authorization number. Alternatively, you may log into your account and use the online return option to request a prepaid label.
Refunds
Once we receive and inspect your return, we will issue your refund within 14 days to your original payment method. Express shipping fees are non-refundable.
Are there items that cannot be returned?
Certain sealed hygiene-sensitive items may be excluded from return once the hygiene seal has been removed after delivery, unless the item is defective or not as described.
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.