FAQ
REFUNDS & EXCHANGES
Can I get a refund once my item arrives?
We stand behind the quality of our products. If within 7 days of delivery, you are unsatisfied with the item, we will gladly offer a refund, however, you are responsible for the shipping cost of sending the item. Please contact us at support@couplevalentines.com for the shipping address.
You are responsible for returning the item within a reasonable timeframe, and in excellent condition. Please choose the most appropriate carrier, and be sure to take clear pictures of the item before you send it, in case damages occur during shipping.
Once we receive the return, you'll then receive an email confirming the refund details. You can expect returned funds to arrive in your bank account within 5-7 business days. Contact us at support@couplevalentines.com if you have any questions on this process.
IMPORTANT:
Most of our products are shipped from our oversea fulfilment center. If you wish to return your product(s), please contact us at support@couplevalentines.com, and we'll further assist you to give you the address to ship the item back.
If you return the item back to the manufacture address without first contacting us, CoupleValentines WILL NOT be responsible for any lost item during the transition, therefore we will be unable to issue any refund if the product is lost during the transition back to our oversea fulfilment center.
Can I get a new item if my item arrives damaged?
Please send us clear photos of the damage to your item, and a detailed description, within 24 hours of delivery to support@couplevalentines.com and we will replace or repair your piece once it is received and the damage can be assessed.
What do I do if I received the wrong item?
Please contact us at support@couplevalentines.com with the exact details of the item you received and some- one from our customer support team will be happy to help straighten it out for you!
My item doesn’t look like it does online.
Many of the product photos on CoupleValentines are computer renderings. Please keep in mind that there might be a slight different in colours due to different computer monitor settings. The actual product may look slightly different due to the normal casting and polishing processes of precious metals.
CANCELLING AN ORDER
Can I cancel my order?
CoupleValentines items are processed 2 - 3 business days after you place your order, sometimes sooner. Once the order is processed and shipped, the order cannot be cancelled.
CHANGE OR UPDATE AN ORDER
I ordered the wrong item - can I change my order?
CoupleValentines items are processed 2 – 3 business days after you place your order. Once the order is processed and shipped, the order cannot be changed. If you need help changing an order, feel free to contact us at support@couplevalentines.com
Can I add an item to my order?
For security purposes, we don’t hold credit card information in our system. If you would like to purchase another item and have already completed your order, you will need to place another order. If you need help placing an order, feel free to contact us at support@couplevalentines.com
Can I customise my item?
Yes some of the items are customisable, but not all
PLACING AN ORDER
Can I use a coupon code?
Yes, if you have a coupon code available, you can use it during checkout to receive your discount.
If I forget to apply a coupon at checkout, can you apply it after?
We’re sorry for the inconvenience, but we are unable to apply coupon codes after you’ve already completed your purchase.
What if I didn’t receive my confirmation email?
No worries, we can send it to you! Just contact us at support@couplevalentines.com and we’ll resend it to you.
How can you look up my order?
The best way for us to find your order when you contact us is to include your order number - the four digit number found in your order confirmation email. If you can’t find your order number, we can find your order with the email you used to place the order.
PAYMENT
When is my card charged?
Your card is charged immediately after you make your purchase. For security reasons and the length of time it takes to produce each item, we cannot hold pending charges in our system and charge you when the item ships. See our Refund Policy to learn more about when we issue refunds.
What payment methods do you accept?
We accept all major credit and debit cards, including Visa, MasterCard, American Express and Discover. We accept PayPal, and we also accept pre-paid gift cards from all major banks (Visa, MasterCard, American Express).
Can I send a check or money order to purchase something?
At this point, we cannot accept any payments via the mail, including cash, check, or money order.
Is my payment secure?
Yes, it is 100% secure. We work with one of the leading global payment providers – Stripe. Stripe is Level 1 PCI certified (the highest level attainable), and uses the most up-to-date SSL and encryption security techniques to ensure all payments flowing through their platform are protected.
SHIPPING
How do you ship your packages?
Currently, we ship everything from our overseas fulfilment centers as well as a fulfilment center in the USA.
How much does shipping cost?
US, Canada, UK, and Australia as well as all other International shipping costs £3.99 per order.
Do you ship internationally?
We ship to most countries all over the world. Feel free to email us at support@couplevalentines.com if you have questions. Customers are responsible for customs, duties, import taxes, and other fees associated with bringing our product into their country.
Can I pay for expedited shipping?
We currently do not offer expedited shipping.
When will I receive my item?
Orders of products take 2-3 business days to be processed. Due to extremely high demand please allow 2-4 weeks for delivery. (3-6 weeks for international shipping.
Can I change my shipping address?
You can do this at any time before your order is shipped. Contact us at support@couplevalentines.com and one of our customer support team members will help you out!
When your item is shipped you will receive an email confirmation with tracking information. Once your item has shipped, you can no longer change your shipping address.
I have more than one order - can they be shipped together?
Currently we cannot match separate orders in our system. This means we have to ship each order separately.
I ordered multiple items in the same order, will they be shipped together?
We ship items individually as soon as we receive them from our manufacturer. You may receive multiple shipments for your order.
Can I track my order?
Definitely! You will receive an email with a tracking number on it within 5-10 business days once your order has been processed and shipped.
How come my tracking # isn’t working?
Once you receive your tracking #, it usually takes about 5 – 10 days for the tracking # to be updated on USPS.com
What if my shipping tracking isn’t moving?
Once we ship something, the USPS is responsible for the transit of the shipment. It may take 5 - 10 business days for the USPS tracking information to update with initial shipping information. If after 10 business days the shipment tracking has still not updated, or if your shipment stop updating before delivery, please contact us at support@couplevalentines.com and we can help get to the bottom of it with USPS. Unfortunately, if USPS can’t determine where the item is or what happened to it, we are unable to issue a refund.
What if my tracking shows “Delivered” but I haven’t received it?
Once we ship something, the USPS is responsible for delivering the shipment safely and securely. Contact us at support@couplevalentines.com and we can help get to the bottom of it with USPS. Unfortunately, if USPS can’t determine where the item was left or what happened to it, we are unable to issue a refund.
What if my item was “Returned to Sender?”
If your order has been deemed undeliverable by the post it will be returned back to us within 7 - 10 business days. If we can solve the problem, we will ship it back to you at no additional cost and you will receive another shipping email notification with tracking info. If we can’t figure out why it was returned to us, we may reach out to you for address confirmation or a new address before we ship it again.
LATE ITEMS
Many items on CoupleValentines are handmade-to-order from the highest quality metals and materials. We take pride in the quality of the items that we send you. Because of our hand- made process, mistakes are rare, but do happen. We do our best to catch any issues before they get to you. Due to this careful and delicate process, sometimes items take longer to make than others. We will always let you know if there is a delay in items that will take longer.
Unless we are unable to make the item at all due to reasons beyond our control, cancellation of your order is not possible based on an item running past the estimated timeframe for shipping.