FAQ - Frequently Asked Questions

Order Processing & Shipping

How long will it take to receive my order?

• Standard Processing Time: 7-10 business days.
• Order Shipping: If your order contains items with different processing times, they may be shipped separately.
• Expedited Shipping: Priority or Overnight shipping DOES NOT expedite the standard processing time. Please plan accordingly.
• Shipping Carrier: Once your order is ready to ship, it will be sent via UPS or USPS. Please allow 2-4 days for tracking updates.

How do I check the status of my order?

• For existing customers: Log into your CoutureHello account to view order status.
• No account? Create a login at couturehello.com to track your order status.
• Before 7 Business Days: No email updates will be provided unless requested.

What classifies as a "Business Day"?

• Business days are Monday to Thursday, 10 am - 2 pm CST, excluding holidays.

What are your shipping methods?

• Free Shipping: Orders with a subtotal over $75 qualify for free shipping.
• Standard Shipping: If no other shipping method is selected, your order will be shipped via Standard Ground Shipping - USPS.
• Expedited Shipping: Available at checkout but will not affect processing times.
• Weekend Shipments: Orders do not ship on Saturdays or Sundays.

Orders, Customization & Payment

Do you accept custom orders?

• Yes! Please email hello@couturehello.com with the subject line “Custom Order” to start the consultation process. Custom items are final sale and not eligible for discounts.

Do you accept wholesale orders?

• No reselling wholesale: CoutureHello does not currently accept wholesale orders for reselling under different names.

What methods of payment do you accept?

• Major Cards: Visa, MasterCard, American Express, Discover.
• Alternative Payments: PayPal, Square, Afterpay, Quadpay/Zip, Sezzle, Shop Pay, and other flexible payment options.

Do you ship internationally?

• Yes! International shipping is available. Note: Free shipping does not apply to international orders.

Refunds, Returns & Exchanges

Refunds & Returns

• No Returns: Due to the handmade nature of our products, we do not accept returns.
• Damaged or Defective Items: If your item is defective or damaged, contact us at hello@couturehello.com with detailed photos within 3 business days of receiving the product.
• Sale Items: These may have slight imperfections and are always final sale.

Order Cancellations

• Limited Cancellation Window: To ensure fast processing, we allow a 1-hour window to cancel or make changes to your order after it's been placed. Once that hour has passed, your order will be sent into production and can no longer be modified or canceled.

Exchanges

• Eligible for Exchange: Only if the item is damaged or defective. You must contact us within 3 business days of receiving the product.
• Exchange Conditions: The item must be unused, in its original condition, and in its original packaging.

Final Sale Items

• Non-returnable:
  • Gift Cards
  • Sale/Retired Items
  • Custom Orders

Lost Packages & Shipping Errors

What if my package is lost or missing?

• Lost Packages: If tracking shows your package as delivered but you did not receive it, please contact UPS (1-800-742-5877) or USPS (1-800-275-8777) directly.
• Local USPS: Visit your local USPS office in case the package was held for pickup.

Address Issues

• Double Check Your Shipping Address: We are unable to change the shipping address after your order has been placed, so please ensure it’s correct before completing your order.

Customer Support

• Need assistance? If you have further questions or need help, feel free to reach out to us at hello@couturehello.com.
• We understand that life happens and will do our best to assist you.