FAQ

How do I make a purchase?

Once you have selected your items simply choose the size and quantity then click add to basket. You can either enter the checkout following the prompt or click on the basket icon in the top right of your screen.

How do I contact customer care?

If you have any questions or run into any technical problems whilst browsing Couverture and the Garbstore please contact our customer services team:

web@couvertureandthegarbstore.com
or by telephone +44 (0)20 7229 2178
Mon - Fri 10am to 6pm.

Can I order by telephone?

Unfortunately we are currently unable to take payment by phone.

How will I know if you have received my order?

You will receive an order confirmation email directly after placing an order on the website.

This is not confirmation that we have accepted your order, for more information on this topic please refer to our Terms and Conditions.

How much does shipping cost?

The shipping calculator will automatically work out the cost of your order once you have chosen a shipping destination in the basket section. Shipping costs will vary depending on the weight of each item placed in your basket and shipping destinations.

For more information please visit our Shipping Page

* Orders must be placed before 12pm for next working day delivery, UK mainland only.

Will my item require a signature on receipt of delivery?

Due to COVID-19 restrictions both DPD and UPS while endeavouring to ensure parcels are signed for at delivery will occasionally deliver to locations without signature. If this process is updated at a later stage we will inform you.

Do you deduct VAT for non EU countries?

VAT is deducted on orders in select regions. For orders such as the EU, and the USA, it is included as part of duties & taxes paid shipping.

All calculations will be automatically adjusted during the checkout stage.

Do you ship to PO BOX adresses?

We are currently unable to deliver to PO and BFPO addresses.

What currency will I be charged in?

Orders can be currently placed in Pounds Sterling (£), american Dollars ($) and Euros (€). Currency options can be changed by clicking on the currency tab at the top right hand side of the website.
Couverture & The Garbstore base prices on Pounds Sterling so Dollar and Euro prices may fluctuate over time. Please note that the rate used by your bank or credit card company may not be the exact rate as stated at time of purchase.

Can I change my order once placed?

Once your order has been confirmed, it's not possible for you, or us, to change it prior to dispatch. Please contact us if you have placed an order incorrectly and we will cancel the order, allowing you to re-order the correct items.

Do I have to pay customs and import charges?

EU & USA

For orders going to the EU and USA, duties and taxes will be included within the final cost. At checkout any relevant duties and taxes will be added to your order to ensure there are no additional fees or paperwork at a later stage.

ROW

For orders going to the rest of the world, we use duties and taxes unpaid (DDU) tracked shipping with UPS.

Charges such as taxes and duties will be excluded from checkout. Once shipped UPS will get in touch with you to charge any relevant fees, for which the recipient will be responsible for.

Unfortunately, we have no control over these charges, and are currently unable to calculate the cost, as customs policies and import duties vary widely from country to country.

Please be aware that failure to pay any outstanding fees may delay your order.

When will I know my order has been shipped?

As soon as you have received your 'Dispatch Confirmation' email from us with your DPD or UPS tracking number, you will know it has left our warehouse on this date.

Please note, all shipments are collected around 12pm UK time, so the tracking number will not show any movement before this time (12pm GMT).

What if my order is not correct?

In the rare occurrence of an error happening we will do our upmost to rectify it as quickly and conveniently as possible. To help us process your query accurately please include your order number. Contact our customer services team -

web@couvertureandthegarbstore.com
or by telephone +44 (0)20 7229 2178
Mon - Fri 10am to 6pm.

How do I return or exchange an item?

Online & Collect In Store Orders

We offer returns and exchanges on unworn items within 28 days of receipt.

Unfortunately fragrance and underwear once opened cannot be refunded or exchanged.

In order to process the return or exchange, please visit our returns centre.

In Store Orders

For orders bought in-store, orders can only be exchanged or a credit note given upon presentation of a valid receipt.

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