Customer Care

ORDERS 

We require up to 5 business days to make and ship your order. We do our best to accommodate priority requests. COUTUKITSCH reserves the right to cancel and refund any order at any time.

PAYMENT

We accept all major credit cards (Visa, Mastercard, American Express). You can pay through PayPal, Shop Pay, Apple Pay, Google Pay, or Sezzle.

All prices are listed and charged in CAD. You will receive an order confirmation via email.

PACKAGING

COUTUKITSCH jewelry is packaged in branded bags or boxes. Our zip bags are biodegradable, and our boxes and padded mailers are recyclable. Please be mindful with packaging and reuse or recycle when possible. 

RETURN POLICY  

All returns and exchanges must include the refund form found here. 

Custom orders, earrings, and sale items are considered final sale. Items purchased during a sale may be exchanged for store credit valid ONLY on www.coutukitsch.com. 

Your satisfaction is important to us. If you are not satisfied with your purchase, COUTUKITSCH will accept returns or exchanges on pieces that are in their original, unused condition (tags attached and in original packaging) within 30 days of the order's arrival. For pickup orders, you have until 30 days after the pickup/fulfillment email has been sent to qualify for a return or exchange. If you are unsure of what day the notification was sent or you did not receive it, please send an email to info@coutukitsch.com.

For Calgary locals: Returns may be dropped off at The Livery Shop, however, Livery team members are not able to process your store credit/return in store. We will contact you by email after we receive your returned items to our studio. If you would like to exchange an item in person, please send an email to info@coutukitsch.com to arrange the exchange prior to going to The Livery Shop. Alternatively, you may mail your return to us, in which case we require that your return package be postmarked no more than 30 days from the date that your package was delivered. COUTUKITSCH reserves the right to reject packages that are beyond the 30-day return timeframe, are not in their original & tagged condition, or are considered final sale as described above.

Return and exchange shipping costs are to be paid by the customer. We recommend that you select a tracked shipping option through a trusted provider. We are not responsible for lost or damaged packages during shipment for return or exchange.

The original shipping fee is not refundable. Refunds will be issued once we have received the returned items and found them to be in their original condition and within the acceptable timeframe. You will receive a refund notification by email.

REPAIR POLICY

We are happy to make reasonable repairs to your COUTUKITSCH pieces. Costs for repair will depend on the extent of the damage and will be determined by COUTUKITSCH. 

We cannot guarantee that repairs will be possible for items damaged through unreasonable use and treatment. Conclusions of use and treatment will be determined by COUTUKITSCH. Repairs or replacements for pieces older than 6 months from the purchase date will be reviewed on a case-by-case basis and will be determined by COUTUKITSCH.

To initiate a repair or replacement please send an email with your order number, any relevant details, and pictures of the item(s) to info@coutukitsch.com.

COUTUKITSCH reserves the right to hold the customer responsible for the cost of retrieving the damaged items and subsequent repairs.

PRODUCT CARE

COUTUKITSCH jewelry is made with several metals including but not limited to Stainless Steel, Gold Filled Brass, Gold Plated Brass, and Rhodium Plated Brass. These metals are nickel free and safe for most unless you have a severe allergy to metals. Stainless Steel & Gold Filled items are considered tarnish resistant and very long lasting when cared for properly. 

COUTUKITSCH pieces have delicate components and must be handled with care. Avoid getting jewelry wet and always remove before showering and working out. Remove jewelry before applying hand sanitizer, lotion, and perfume. Do not use liquid cleaning solutions on COUTUKITSCH pieces. You can use a soft, dry jewelry cloth to remove dust.

Store COUTUKITSCH pieces in a jewelry box protected from dust and direct sunlight. Keep away from excessive humidity and do not get wet. Avoid storing in the washroom. Love your jewelry and handle with care.

Minor imperfections and tarnishing of plated brass items are considered normal wear.