Returns and Exchanges
If the customer is not satisfied with their product in any way, Couturiere gives them 14 days in which they may return or exchange their item.
The logistics department has to provide the customer with a return form to complete after establishing that their return falls within policy with the return form which can be obtained by emailing firstname.lastname@example.org
Please note however, that Couturiere is unable to provide a refund for any items that appear to be soiled, damaged or used in any way.
Depending on the situation that falls outside of policy time the case may be referred to management for discussion if it is a best selling or standard product and falls within a reasonable return time of 30 days if the product is faulty or has any other problems from the customers side. All cases that are escalated to management will take 7 days to be replied to and the customer will be informed of that.
In addition, no refund or exchanges can be obtained on items that have been ordered with embroidery or during a sale or is the last of its kind or part of limited stock items.
Change of free items or bonus products is not allowed. If returned the customer will not receive any monetary or material compensation for them as per the company policy.
EXCHANGE: Only exchanges for an item to a different size will take place. The customer is allowed to exchange for another colour or product if it is available.
If Couturiere is unable to provide the size the customer require, the customer will be contacted and offered another size or credit on our website. For exchanges the customer has to make it clear which size they require.
The customer must cover the cost of return postage, however Couturiere will send the customer replacement free of charge, once per order. If the customer asks for further exchanges, Couturiere will charge normal flat rate charges as per the website. The customer should allow 7-10 days for Couturiere to process their return and send out a replacement.
RETURNS: The customer may return any item as long as the products are in the same condition and packaging in which they were sent out. The customer must cover the cost of return postage. It is important to inform the finance department whether the customer wishes to have refunded money to be transferred directly back to your bank account or whether they would like it to be placed as credit on their Couturiere customer account. If the customer would like the refunded money to be transferred directly back to their bank account they should please provide Couturiere with your bank account number, bank name and branch code on the refund form which you can obtain from the Finance
Department. You should allow 7-10 days for Couturiere to receive the customer return and process the customer return and refund the customer accordingly.
To return or exchange the customer’s item, the customer must first fill in the return form and then once approved pack it carefully to a separate box or padded post envelope and send it together with a completed returns form (which you provide to upon the return request on email to: email@example.com) to the address listed below:
Horze South Africa, 50 Annesu de Vos Street Stephanopark, Vanderbijlpark, 1912
Alternatively, you can also use the Postnet > Postnet option and send it to: Postnet, Vaal Mall, Vanderbijlpark, 1912
We do not use the NATIONAL POST OFFICE’S SERVICES.
NO PICK-UPS OR DEALINGS WITH THE POST OFFICE WILL BE AUTHORISED.
Refunds The right to obtain a refund is valid where products have been found to be damaged, faulty or incomplete upon delivery. We reserve the rights for having minor differences in product colours and details. If the customer has any doubts regarding those details (also regarding limited stock and embroidery orders), we advise the customer to contact our customer service before placing an order. Minor product detail differences and slight changes in colours do not justify as a claim. Apply common sense.
The quality of the product in relation to the price that was paid will determine whether a worn out product is eligible for refund.
Photos will be requested before authorising a return form to be filled in. The return should only be provided to the customer once we have established that their return falls within the policy periods and conditions.
To obtain a refund, the customer must send their product to Couturiere together with a filled out returns form. It is important that the customer provide us with sufficient information about their reason for returning the product, how much the customer have paid for postage and if the customer
would prefer compensation by a replacement or refund of your money. The customer will also be compensated for the return postage costs if the fault is on behalf of Couturiere/Che Val Mode.
We reserve the right for the customer to allow 7-10 days for Couturiere to process their return and compensate them accordingly.
Lost return or exchange parcels and unclaimed orders Please note that if return or exchange parcel is lost when being sent back to Couturiere, the customer will only be compensated if the customer have the postal tracking code for the shipment.
If the customer embroidery order is returned unclaimed to Couturiere, we will contact the customer by email, telephone and mail. The customer have rights to get their embroidery items sent out once more. If Couturiere cannot reach them within 14 days, they will be invoiced for the item and return/administration costs. Item will be disposed.
Shipping Policy & Methods
Our delivery time is between 5-7 working days depending if the delivery address is in a grey area. Orders placed during weekends or official public holidays will be shipped the first following business day and a tracking number will be emailed.
South Africa Estimated shipping time is between 5-7 business days, depending on your location.
Our courier delivery is fast, efficient and to your door.
All orders above R 500.00 will receive free shipping (option to be selected on checkout).
FLATRATE for anywhere in South-Africa is ONLY R80.00
If you are in an outlying/farm area and couriers struggle to find you, you can always select the pick-up from Postnet option. Kindly remember to specify the Postnet name closest to you as there might be more than one.
Please note that shipments cannot be delivered to post box addresses.
It is a door-to-door courier service and thus we need a physical address either of your workplace, or your home.
Please feel free to track your order once you have received your tracking number on email from our warehouse on the link provided.
Any queries regarding website orders can be emailed to firstname.lastname@example.org
Shipping outside of South-Africa. Couturiere is currently unable to ship anywhere outside of South-Africa.
Guarantee For all expedited deliveries via Courier, the Courier is responsible for delivering the package on time. Certain circumstances can arise where the Courier is unable to deliver expedites on time due to weather, remoteness of location, etc. All efforts will be made by Couturiere to ensure that packages arrive on time as ordered, but we cannot guarantee delivery time.