Frequently Asked Questions
Welcome to the Couje FAQ page.
Below you will find answers to the questions we receive most often about ordering, shipping, returns, payment and privacy. If your question is not answered here, email us at support@couje.com and we will reply within 24 hours on business days.
Orders & Shipping
How much does shipping cost?
Shipping is free on every order. There is no minimum order value and no shipping fee is added at checkout.
Which countries do you ship to?
We currently ship within the United States only. If your country is not available at checkout, we are not able to deliver to you yet.
How long does delivery take?
Orders are typically delivered within 4–12 business days from the moment you place them. That is 1–2 business days of processing plus 3–10 business days in transit, and our primary carrier is USPS. Delivery times are estimates and can vary due to carrier delays or circumstances outside our control. Full details are in our Shipping Policy.
When will my order be processed?
Orders are processed within 1–2 business days (Monday–Friday, excluding public holidays). Our daily cut-off time is 5:00 PM (EST): orders placed before the cut-off start processing the same business day, orders placed after it start on the next business day. During busy periods processing can take slightly longer, and we will email you if we expect a delay.
How do I track my order?
As soon as your order ships we email you a tracking number. You can follow your delivery at any time on our Track Your Order page. Tracking information can take 1–3 business days to become active after dispatch.
Can I still change or cancel my order?
Yes, as long as your order has not been dispatched. Email support@couje.com as soon as possible with your order number and the change you need — an address correction, a different item, or a cancellation. Once an order is in transit we can no longer modify it or redirect the package, but you can still use our 30-day return policy after delivery.
I entered the wrong shipping address. What now?
Contact us immediately at support@couje.com. We can update the address as long as the order has not yet been dispatched. After dispatch the carrier cannot reroute the package.
What if my order does not arrive?
If your tracking has not updated for more than 7 business days, or your order is past the estimated delivery window, contact us at support@couje.com and we will investigate with the carrier. If a package is confirmed lost in transit, you choose what happens next: a free replacement or a full refund.
When is my order officially accepted?
Your order is accepted when we send you the order confirmation email. We may refuse or cancel an order where we suspect fraud or an error; if payment was already taken, it is refunded in full.
Returns & Refunds
What is your return policy?
You can return any item within 30 days of delivery, for any reason. This return period does not limit any rights you have under applicable consumer protection law. The complete process is set out in our Return & Refund Policy.
What condition do returned items need to be in?
To qualify for a return, items must be:
- Unused and in their original condition
- In the original packaging where possible
- Accompanied by your order number or proof of purchase
Items that are damaged through use, or returned incomplete, may be refused or refunded only in part.
How do I start a return?
Email support@couje.com with your order number and the item or items you wish to return. We reply within 24 hours on business days with the return address and instructions, and you then have 14 days from our confirmation to ship the item back. Please do not send anything back before contacting us — returns sent without instructions cannot be traced to your order.
Who pays for return shipping?
Return shipping is paid by the customer, except when the item arrived damaged, defective or incorrect. In those cases we cover the return cost, or — where appropriate — tell you to keep the item and refund or replace it without a return.
My order arrived damaged or is the wrong item. What should I do?
Contact us at support@couje.com within 48 hours of delivery with a photo of the item and the packaging. We will resolve it with a replacement or a full refund, at no return cost to you.
How long does a refund take?
Once your return arrives and has been inspected, we confirm your refund by email. Refunds are issued to the original payment method within 5–7 business days of us receiving the return. Depending on your bank or card provider, it can take a further 5–10 business days for the amount to appear in your account.
My refund has not arrived. What now?
If the timeframe above has passed, first check with your bank or card provider, then contact us at support@couje.com and we will trace the payment.
Do you offer exchanges?
We do not offer direct exchanges. The fastest route is to return the item for a refund and place a new order for the item you want instead.
Payment
Which payment methods do you accept?
We accept the following methods at checkout:
- Visa
- Mastercard
- American Express
- Maestro
- UnionPay
- Shop Pay
- Apple Pay
- Google Pay
- PayPal
- Klarna
Full details are in our Billing Terms and Conditions.
In which currency are prices shown?
All prices on couje.com are displayed and charged in US dollars (USD). Applicable sales tax is calculated and shown at checkout. If your payment method is denominated in another currency, your bank or provider may apply its own exchange rate and fees.
When am I charged?
Your payment method is authorized when you complete checkout and captured when your order is placed. You receive an order confirmation email immediately after a successful payment. If an order is cancelled or refused, any captured amount is refunded in full to the original payment method.
Is paying on couje.com safe?
Yes. All transactions run over an encrypted SSL connection and are handled by certified, PCI-DSS-compliant payment providers. We never see or store your full card details on our own systems.
My payment was declined. What happened?
If a payment fails, no order is created and you are not charged. The usual causes are a typo in the card details, insufficient funds, or your bank declining an online transaction. If the problem persists, contact your bank or try another payment method — and if you are still stuck, email us at support@couje.com.
Products
What does Couje sell?
Practical essentials for everyday life at home and beyond it, across six categories: home organization and storage, indoor lighting, kitchen and dining, home decor, outdoor and travel gear, and tech and desk accessories.
Will the product look exactly like the photo?
We work to display our products, descriptions and photos as accurately as possible. Colors can render differently depending on your screen, and minor variations can occur, particularly in handmade or natural-material items. If a product you receive materially differs from its description, our Return & Refund Policy applies.
What if a price or product detail on the site is wrong?
We reserve the right to correct pricing or content errors, including after an order has been placed. If the corrected price is higher than what you paid, you can cancel the order for a full refund.
Account & Privacy
Do I need an account to order?
No. You can check out as a guest. If you do create an account, you are responsible for keeping your login details confidential — let us know at support@couje.com if you notice any unauthorized use.
Is there a minimum age to order?
Yes. You must be at least 18 years old, or the age of majority in your place of residence, to purchase from Couje.
How is my personal data handled?
We collect only the data needed to process your order and run the store, and we do not sell your personal data. What we collect, how we use it, who we share it with and which rights you have are explained in full in our Privacy Policy.
Get in touch
Still have a question? We are happy to help — before or after your order.
Store name: Couje
Business address: 118 Cameron Rd, Cameron, South Carolina 29030, United States
Email: support@couje.com
Phone: +1 (908) 417-6082
Contact form: Contact Us
Customer service hours
Monday – Friday: 9:00 AM – 5:00 PM (EST)
Saturday – Sunday: Closed
We aim to respond within 24 hours on business days.