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Returns & Exchanges
At My Couple Goal, we do our best to ensure our product descriptions are as detailed as possible so that you don't encounter any surprises when you receive our products. We want our customers to know exactly what they're ordering.
Order Cancellation Policy:
We pride ourselves on our ability to quickly process all orders placed on our site. Most orders are processed within 12 hours. If you wish to cancel your order for any reason, please contact us at contact@my-couple-goal.comas soon as possible.
As our orders are processed very quickly, cancellation requests must be submitted before the order enters the fulfillment or shipping process.
Once an order has been processed or handed over to the carrier, it can no longer be cancelled. If you no longer wish to keep the item, you may return it after delivery in accordance with our return policy.
Address Errors:
It is your responsibility to verify the accuracy of this address and to contact us very quickly to specify a modification. This last one can only be done if your order has not yet been processed.
We cannot be held responsible for incorrect shipping information. We are also not responsible for refused or undeliverable orders (inaccessible addresses, incomplete addresses...). In these latter cases, these packages may be returned to us, but not always.
If your order is returned to the sender due to these issues, we will offer the following options:
Please note that you are not eligible for reshipment, exchange, or refund until the returned package has been received by the sender.
Out of Stock Items
If an item you have ordered is out of stock and we are unable to restock it within a reasonable timeframe, we offer the following options:
Exchange for Another Item: You can choose to exchange the unavailable product for another item from our store. We will match the price of the replacement item to that of the original product.
Store Credit: Alternatively, we can issue a store credit equal to the total value of your order (including shipping costs). This store credit can be used on any product available in our store. The credit will be valid for 12 months from the issue date.
Refund Process
If you choose not to exchange the item, we will issue a refund in the form of store credit, equivalent to the total amount of your order. This store credit will be available for immediate use or at any time within the 12-month validity period.
Return Policy:
We accept returns for any reason! Whether you are dissatisfied or have simply changed your mind. Our return policy is 14 days from the moment you receive your products. If for any reason you are not satisfied, please contact us by email: contact@my-couple-goal.com to obtain and fill out the return form. Sign it and then send it with your package to the address we will give you when you write to our support.
Exchanges/Refunds/Replacements
If you are within the 14-day return period, we offer you 3 options:
Exchanges are only available for the same style's size and/or color. Exchanging a different product is strictly not permitted. We recommend that you return your original item for a refund, and then place a new order for the product you want.
In addition, please note that we do not accept refunds for items that may pose hygiene issues if they have been worn or washed.
If the packaging has not been opened, a return may be accepted only in the form of a store credit valid on our website.
By default, the refund mode is the voucher. If you want a refund, please let us know.
Only the final price paid (after any discounts) will be refunded.
Discount codes or vouchers cannot be reissued and are not refundable, except for orders that have benefited from a promotion, in which case the refund will be automatically processed in the form of a voucher.
Please also note that engraved items cannot be refunded due to their unique and personalized nature. Some personalized items may be eligible for return; in such cases, the refund will be issued exclusively in the form of a voucher.
We are truly sorry! Please email us at contact@my-couple-goal.com with the following details:
How can I get a refund for my product?
If you wish, we can send you a new product or replace it with another item of equal value.
There are certain situations where only partial refunds are granted (if applicable). Due to inspection, warehouse and processing fees, some items may result in a 15% restocking fee for returned and refunded orders. Exchanged orders or items returned/exchanged due to manufacturer defect will not result in these restocking fees. The fees will be applied to the original order and the balance will be refunded. It is the buyer who must pay the return fees.
How long does it take to receive a refund?
Refunds typically take up to two weeks to be processed. All refunds must be verified for authenticity and must be submitted to our accounting department for processing.
How do I return an item?
Late or missing refunds:
If you have done all of this and still have not received your refund, please contact us at contact@my-couple-goal.com.
Delivery:
The customer is responsible for paying their own shipping costs for returning an item. If you receive a refund, you will receive exactly what you paid for the product (minus restocking fees).
If you want an exchange: depending on your country of origin, your exchanged item may take 2-7 weeks to reach you.
Warning:
If you are shipping items of a value greater than €50, we strongly suggest that you send the product back to us with a tracking number.