Refund policy

Last updated: 29 June 2026 

We want you and your best friend to be happy with your Couch and Chase order. 

Because every item is made to order, our returns policy is focused on faulty items rather than try-on returns. 

Made-to-order items 

All Couch and Chase items are made to order. 

Many items are made using the measurements, size, fabric, colour, trim and details you provide. 

For this reason, we do not accept returns or offer refunds simply because you have changed your mind, ordered the wrong size, provided incorrect measurements or no longer want the item. 

This does not affect your statutory rights if an item is faulty, not as described or not fit for purpose. 

If something is wrong 

If you believe your item is faulty, please contact us as soon as possible and ideally within 72 hours of delivery. 

Please email couchandchase@gmail.com and include: 

We may ask for further photos or information so we can understand what has happened. 

What happens next 

If the item is faulty, we will usually look to resolve the issue in this order: 

The right option will depend on the issue, the item and what is reasonable in the circumstances. 

Returning faulty items 

If we ask you to return a faulty item, it should be returned in its original and clean condition where possible. 

If the item is confirmed as faulty, Couch and Chase will cover reasonable return postage costs agreed with us in advance. 

Please do not return an item without contacting us first. 

Refunds 

If a refund is agreed, it will be made to the original payment method. 

We aim to process refunds on the same day once the return has been received and checked, although it may take longer for your bank, card provider or PayPal to make the funds available. 

Where required by law, we will refund the item and standard delivery costs. 

Incorrect measurements 

You are responsible for providing accurate measurements and order details. 

If the measurements you provide are incorrect, we cannot offer a refund or free replacement. 

In some cases, we may be able to alter the garment. Alteration costs depend on what is required. 

If alterations are possible because of incorrect measurements, you will be responsible for alteration costs and postage. 

In some cases, alteration may not be possible and a replacement item may need to be ordered. 

What is not treated as a fault 

The following are not usually treated as faults: 

Care instructions 

Care instructions are provided with your item. Please keep them and follow them carefully. 

Damage caused by failing to follow the care instructions may not be treated as a fault. 

Sale items, samples and discounts 

Sale items, sample items and items bought using a discount code are still covered by your statutory rights if they are faulty, not as described or not fit for purpose. 

However, we do not accept returns on made-to-order items simply because you have changed your mind.