This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
You can return any item within 30 days of delivery for a full refund or exchange. Items must be unworn, unwashed and in their original condition with tags attached. You may try items on as you would in a shop.
This includes your legal right to cancel within 14 days of receiving your order without giving a reason. Our 30-day window simply gives you longer.
Items that have been worn (beyond trying on), washed, altered or damaged after delivery.
Earrings and body jewellery whose hygiene seal has been broken, unless faulty.
Personalised or made-to-order items, unless faulty.
If an item is faulty, damaged or not what you ordered, contact us with photos. Under the Consumer Rights Act 2015 you are entitled to:
We pay the return postage for faulty, damaged or wrong items and send you a prepaid label.
Email contact@kouras.com with your order number, the items you're returning and the reason (photos if faulty).
We reply within 1 business day with your return instructions.
Post the items, well packed, to:
Kouras Returns, 5 Broxholme Way, Liverpool, L31 5PL, United Kingdom. Use a tracked service and keep your proof of postage.
Change of mind: you pay return postage (e.g. Royal Mail or Evri drop-off).
Faulty, damaged or wrong item: we pay (prepaid label).
We refund you within 14 days of receiving your return, or of you giving us proof that you sent it back, whichever comes first.
Refunds go to your original payment method (card or PayPal). Your bank may take 3–5 more business days to show it.
If you return your whole order within 14 days, we also refund the standard delivery charge (if you paid one).
We may reduce a refund if an item has been handled more than needed to try it on. We will explain any deduction in writing.
Want a different size or colour? Return the item under section 4 and place a new order, or ask us to arrange the exchange by email.
Email contact@kouras.com as soon as possible with your order number. If the order hasn't been dispatched, we cancel it and refund you in full within 3 business days.
If it has already been dispatched, you can return it under section 1.
Kouras Ltd
5 Broxholme Way, Liverpool, L31 5PL, United Kingdom
+447882760665Monday–Friday, 9am–5pm (UK time)