Terms & Conditions

Last updated: October 2026

1. Who we are

This website, www.coucoushop.com, is operated by CouCou Ltd, a company registered in England and Wales under company number 07634456, with its registered office at 126 Twelve Acres, Braintree, Essex, CM7 3RN, United Kingdom.

Orders are dispatched from, and returns are accepted at: M.R. Štefánika 711/3, 990 01 Veľký Krtíš, Slovakia.

Email: info@coucoushop.com · Phone: +421 948 522 282

2. Our products

We sell genuine, original products only. Many of our fragrances are discontinued, rare or vintage.
Product photos may show a standard bottle or box of the product. Where an item differs (for example "no box", a different packaging edition or signs of storage), this is stated in the product name or description.
Vintage and discontinued fragrances can change naturally over time (colour, top notes). This is not a defect.

3. In stock and Back order items

In stock items are in our warehouse and ready to dispatch.
Back order items are not in our warehouse yet. We source them from our suppliers after you order.
For Back order items, your payment is only authorised (reserved) at checkout, not charged. We first confirm availability and the final price with our supplier. Only then do we capture the payment. If we cannot source the item, or if the price changes and you do not agree to it, we cancel the authorisation and you are not charged.

4. Prices and payment

Prices are shown in the currency you select. Delivery costs are shown at checkout before you pay.
We accept payment by card and PayPal.
Only one promotional code can be used per order.

5. Your order and our contract

After you place an order, you receive an email confirming that we have received it. The contract between you and us is formed when we confirm that your item is available and capture the payment, or when we dispatch the item, whichever comes first.

6. Delivery

Within the EU (except the UK and Switzerland) we ship with GLS. Within Slovakia and the Czech Republic we ship with Slovak Parcel Service. To the UK, Switzerland and outside Europe we ship with Slovak Post.
Delivery times are estimates and may vary, especially for international shipments.
For deliveries outside the EU, import duties, taxes and customs fees may apply. These are set by your country and are paid by you.
If a parcel is lost or arrives damaged, please contact us within 30 days of dispatch so we can open a claim with the carrier.

7. Your right to cancel (consumers)

If you are a consumer, you can cancel your order within 14 days of receiving it, without giving a reason. Just tell us by email at info@coucoushop.com.
Please return the item within 14 days of telling us, to the return address above. You pay the cost of returning it.
We refund the price of the item and the standard delivery cost within 14 days of receiving the item back, using your original payment method.
Hygiene exception: for health and hygiene reasons, fragrances and cosmetics whose seal (for example cellophane wrapping or a sealed cap) has been opened after delivery cannot be returned, unless they are faulty.
You are responsible for any loss in value caused by handling the item more than needed to check it.

7a. Identification of items and checks on returns

Before dispatch we photograph every item, record its batch code and weight, and may mark it with an invisible identification mark and a numbered security seal.
Returned items must carry the same batch code, identification mark and seal, and be in the same condition and weight as sent. Items that do not match will not be refunded and will be sent back to you at your cost.
If you believe an item is not genuine, please contact us first with photos before returning it. We will review the evidence and, where needed, ask for an independent assessment.

8. Faulty or wrong items

If you receive a faulty, damaged or wrong item, please email us with photos as soon as possible. We will offer a replacement or a full refund, including return costs. This does not affect your statutory rights.

9. Complaints

Please send any complaint to info@coucoushop.com. We confirm receipt within 7 working days and aim to resolve it as quickly as possible.

10. Personal data

We handle your personal data as described in our Privacy Policy.

11. Applicable law

These terms are governed by the law of England and Wales. If you are a consumer living in another country, you keep the protection of the mandatory consumer laws of your country.

Nothing in these terms affects your statutory rights.