HOW DO I CHANGE OR CANCEL MY ORDER?

We know how important your order is, so we aim to fulfill orders as quickly as possible. While we cannot cancel or change an order once it has been placed you are welcome to return the item to us in accordance with our Easy Returns Policy.

 

WHAT PAYMENT METHODS DO YOU ACCEPT?

CoutureQ offers several payment options for your convenience. We accept Visa, MasterCard, Discover and American Express cards. We also take PayPal and store credit via CoutureQ E-Gift Cards. 

 

HOW CAN I TRACK MY PACKAGE (DOMESTIC)?

To track your package domestically, simply click on: Track Page

 

HOW CAN I TRACK MY PACKAGE (INTERNATIONAL)?

Please use the tracking option at the top of the page for quick information. In your shipping confirmation email, you'll get a link to the tracking history. In some cases, the tracking information will only be provided up until the package leaves Miami as airmail. From there, please plan an additional 6-10 business days before delivery. To track your package, enter your tracking number here: https://usps.com/

 

MY ORDER WAS CONFIRMED, BUT I JUST GOT AN EMAIL THAT STATES I RECEIVED A REFUND. WHAT DOES THIS MEAN?

The item(s) you ordered was so popular that between the time you placed the order and when we processed it, the item sold out. The good news is, that we will refund you immediately for the cost of the item. (Minus any applicable promotion codes used on the order).

 

MY PURCHASE IS OVER $75… WHY HASN'T THE SHIPPING CHARGE BEEN WAIVED?

Free shipping for orders over $75 (subtotal) applies to U.S. Domestic. Keep in mind discounts as well. International orders don't qualify for free shipping.

 

Do you refund shipping fees?

Shipping fees are non-refundable. 

 

WHAT IF MY CREDIT CARD IS DECLINED?

If your payment does not successfully process or if it is declined when trying to complete your purchase, you will have an opportunity to enter a new card number or alternative form of payment prior to completing your purchase.

 

I PLACED AN ORDER, BUT NEVER RECEIVED A CONFIRMATION EMAIL.

If you do not receive an email from CoutureQ within a few hours of placing your order please check your Spam folder, alternatively the email address on file might be spelled incorrectly. If you still need assistance, please contact our Customer Care team by clicking HERE.

 

I PLACED AN ORDER, BUT HAVEN'T SEEN ANY MOVEMENT FROM COUTUREQ. WHAT'S GOING ON?

There are several reasons why your order may have been delayed. Please note, most orders leave our distribution center within 24-48 hours of the order being placed.

In some cases our Customer Protection Team may hold orders that run the risk of being fraudulent or that need additional review or verification to protect our #CoutureQBabes. When this happens, our Customer Protection Team will reach out to you directly if your order will be delayed due to it being reviewed. In some cases we may just run out of a hot item that is expected back in stock within 5 business days. If this was the only item you ordered, rather than cancelling your order, it will be held until the item is back in stock and we are able to fulfill the order. When this happens our Customer Care Team will send you an email notifying you of the delay. For multiple item orders, the out-of-stock item will be cancelled and credited back to you in the form of an E-Gift Card so we can process and ship the rest of your order as quickly as possible.

 

WHY WAS MY ORDER CANCELLED?

There may be several reasons why your order may have been cancelled:

If you ordered a single item and we are unable to fulfill the order due to either (1) being out of stock or (2) an unexpected delay in our ability to replenish the item in a timely manner, your order will be cancelled and your original form of payment will be credited with the full amount of your order (less any discounts used when placing the order). If you used an E-Gift Card for your order, a new E-Gift Card will be issued for that portion of your payment.

In some cases we are unable to verify the billing information that was entered on the order. If the billing address does not match with what the credit card issuer or bank has on file, the order may be automatically be cancelled. If your order has been cancelled for this reason, please contact your credit card issuer or bank to verify that the billing information is correct. Once updated, please create a new order using the correct billing address. When we are unable to process an order, we will automatically cancel and refund your item(s). You will receive an email confirmation notifying you of this change. Please allow 7-10 business days for the amount to post to your account, although the average time frame for refunds to post is 2-5 business days.

 

I received a damaged Item, what do I do?

If you could kindly print and fill out this form, and return it along with the damaged item, we will issue you store credit and you can repurchase the item if desired. We strongly suggest including a tracking number with your package, as we are not liable for those that get lost in transit. Once we receive your package, we will email you with a store credit code in the amount of your item, plus the cost of the shipping return. Please Note that we can only reimburse you a maximum of $10.00 USD if you include a copy of the receipt in your shipment.