Shipping & Returns
Most CouchLot products are made to order. Please review product details, sizing, colour, and shipping information carefully before completing your purchase.
Returns
Returns may be requested within 30 days of delivery.
To qualify for a return, the item must be:
• unworn
• unwashed
• unused
• free from stains, odours, pet hair, and damage
• returned in its original condition
Proof of purchase or the original order number is required.
Return requests submitted more than 30 days after delivery are not eligible.
How to Request a Return
Submit a return request through your order status page or contact us at info@couchlot.com with:
• your order number
• the item you want to return
• the reason for the return
• photographs, when the item is damaged, defective, or incorrect
Do not ship an item back before your return request has been approved.
Return Shipping
Customers are responsible for arranging and paying for return shipping.
Original shipping charges are non-refundable unless the product arrived damaged, defective, or incorrect.
We recommend using a trackable shipping service. CouchLot is not responsible for return shipments that are lost, delayed, or damaged in transit.
No restocking fee is charged.
Refunds
Once an approved return is received, the item will be inspected.
If the return is accepted, the refund will be issued to the original payment method. Bank and credit card processing times may vary after the refund has been submitted.
Products that are worn, washed, used, damaged after delivery, or returned outside their original condition may be refused.
Exchanges
We do not offer direct exchanges.
To change a size, colour, or product, request a return for the original item and place a new order for the replacement. This is generally the fastest way to secure the item you want.
Damaged, Defective, or Incorrect Items
Inspect your order shortly after delivery.
Contact us promptly if an item arrives damaged, defective, misprinted, or different from what you ordered. Include your order number and clear photographs showing the issue.
Approved claims may be resolved with a replacement or refund.
Minor variations in print placement, garment colour, fabric texture, or appearance may occur between product images and the finished item. Small production variations that do not materially affect the product are not considered defects.
Final Sale Items
Products specifically marked as Final Sale cannot be returned or cancelled unless they arrive damaged, defective, or incorrect.
Final-sale status will be displayed on the applicable product or collection page.
Order Cancellations
Cancellation requests may be submitted within one hour of purchase, provided the item has not yet been fulfilled.
After the one-hour cancellation window closes, the order may already have entered production and cancellation cannot be guaranteed.
Orders that have already been fulfilled or shipped cannot be cancelled.
To request a cancellation, use your order status page or contact info@couchlot.com immediately with your order number.
Order Changes
Changes to sizing, colour, products, or shipping information must also be requested within one hour of purchase.
We will make a reasonable effort to accommodate the request, but changes cannot be guaranteed once production or fulfillment has started.
Incorrect Shipping Information
Customers are responsible for entering a complete and accurate shipping address.
Contact us within one hour of ordering if you notice an error. Address changes may not be possible once the order enters production or ships.
Additional shipping charges may apply when a package is returned because the customer supplied an incorrect or incomplete address.
Contacts
For return, cancellation, or damaged-item questions, contact:
Email: info@couchlot.com
Please include your order number whenever possible.