Our Policies

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Policies

Shipping Policy

Shipping and Delivery Instructions

At CouplesPicks, we strive to provide the best shopping experience by ensuring your orders are processed and delivered promptly. Below are the details regarding our shipping and delivery times:

Processing Time

How long do we need to prepare an order and put it in the mail?

We understand that quick shipping is crucial for your satisfaction. Our processing time depends on the type of order:

  • Standard Orders (without engraving): 2 business days
  • Custom Orders (with engraving): 5 business days

This timeframe allows us to carefully prepare your order and ensure it meets our quality standards before shipping it out. Our processing schedule is Monday through Friday.

Standard Shipping

Where do we ship to and what are the delivery times?

We offer free standard shipping to various regions across the globe. Below are the estimated delivery times for different locations:

  • Hong Kong: 5-10 business days
  • Australia: 15-25 business days
  • Canada: 15-25 business days
  • China: 10-15 business days
  • Germany: 15-25 business days
  • United Kingdom: 15-25 business days
  • United States: 15-25 business days
  • European Union: 15-25 business days
  • Europe (non-EU): 20-30 business days
  • Everywhere Else: 20-30 business days

We use a private shipping line that can take 5-9 days to activate. Once active, it may take a couple of days to update the tracking information. This update will occur as soon as the package reaches customs in the destination country.

We aim to deliver your order within the estimated timeframes; however, please note that delivery times can vary due to factors beyond our control, such as customs processing and local postal services.

Shipping Costs

We are pleased to offer free shipping on all orders, regardless of the destination. This means you can enjoy our products without any additional shipping charges.

Important Information

  • Business Days: Our business days are Monday through Friday, excluding public holidays.
  • Tracking Information: Once your order has been shipped, you will receive a confirmation email with tracking information so you can monitor the progress of your delivery.
  • Customs and Duties: For international orders, please be aware that customs and import duties may apply. These charges are not included in our shipping costs and are the responsibility of the recipient.

If you have any questions or need further assistance, please don't hesitate to contact our customer service team. We are here to help and ensure you have a seamless shopping experience with CouplesPicks.

Thank you for choosing CouplesPicks!

Privacy Policy

PRIVACY STATEMENT

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SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

SECTION 2 - CONSENT

How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at support@couplespicks.com.

SECTION 3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 4 - SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

SECTION 5 - THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

SECTION 6 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

SECTION 7 - COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.


SECTION 8 - AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

SECTION 9 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at support@couplespicks.com.
[Re: Privacy Compliance Officer]

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Return Policy

At CouplesPicks, we are committed to providing you with high-quality products and exceptional customer service. If you are not completely satisfied with your purchase, our return policy is designed to be straightforward and hassle-free.

Return Time Frame

Customers have 14 days from the date of delivery to return any eligible items.

Condition of Items

To be eligible for a return, items must be undamaged and in the same condition as when received. This includes the original packaging, which must also be in resale condition.

Return Process

To initiate a return, please follow these steps:

  1. Contact our customer service through the contact form on our website.
  2. Provide your order number and the reason for the return.

Return Shipping Costs

The customer is responsible for paying the return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Refund Process

Refunds will be processed to the original payment method. Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, refunds are typically processed within 3-7 business days.

Exchanges

Exchanges are allowed under the following conditions:

  • The customer is responsible for the shipping fee back to our factory.
  • Engraved and personalized items cannot be exchanged.

To request an exchange, please follow the same steps as the return process.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom and personalized items

Damaged or Defective Items

If your item arrives damaged or defective, please contact us through the contact form within 24 hours of receiving your order. Be sure to include proof of damage in the form of pictures. We will work with you to resolve the issue promptly.

Proof of Purchase

Proof of purchase is not required for returns.

International Returns

There are no special requirements for international returns. The standard return process applies.

Contact Information

For all return requests or any questions, please contact us via:

Thank you for shopping with CouplesPicks. We appreciate your business and are here to help with any questions or concerns you may have.

Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@couplespicks.com. Please note that returns will need to be sent to the following address: CouplesPicks, Medemblikstraat 275, 114, 2547 GW Den Haag, Netherlands

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@couplespicks.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, giftcards or personalized items.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@couplespicks.com.

Legal Notice

Introduction

Welcome to CouplesPicks! By accessing or using our website (https://couplespicks.com), you agree to adhere to the following legal terms and conditions. Please read them carefully. If you do not agree with these terms, we advise you to discontinue using this website.

Ownership

This website is owned and operated by ZASD, trading under the name CouplesPicks. CouplesPicks is a registered trademark under Trademark No. 1454375 with the Benelux Office for Intellectual Property (BOIP).

ZASD is registered with the Dutch Chamber of Commerce (KvK) under company number 82821836, with the tax ID NL002331635B47. The company’s registered address is:

Medemblikstraat 275-114, 2547GW, Den Haag, Netherlands

All content, products, and services provided on this website are the property of CouplesPicks and are protected by international copyright, trademark, and other intellectual property laws.

Use of Website

By accessing this website, you confirm that you are at least 18 years old or are using the website under the supervision of a parent or legal guardian. You agree to use this website for lawful purposes only and in a manner that does not violate or infringe the rights of any third party or restrict their ability to use the site.

Intellectual Property

All content on this website, including but not limited to text, graphics, logos, images, and software, is the exclusive property of CouplesPicks or its content suppliers and is protected by international copyright laws. The overall compilation of content is also the property of CouplesPicks and is protected accordingly.

Limitation of Liability

CouplesPicks shall not be liable for any damages arising from the use of, or inability to use, the materials on this website or the performance of products purchased, even if CouplesPicks has been advised of the possibility of such damages. Please note that certain jurisdictions may not allow the exclusion or limitation of liability for incidental or consequential damages, so some of these limitations may not apply to you.

Governing Law

These terms and conditions are governed by, and construed in accordance with, the laws of the Netherlands. By using this site, you irrevocably submit to the exclusive jurisdiction of the courts in that country or location.

Changes to Terms

CouplesPicks reserves the right to modify these terms and conditions at any time without prior notice. Your continued use of the site following the posting of any changes signifies your acceptance of those changes.

Contact Information

For any questions or concerns regarding these terms, please contact us through the following channels:

Thank you for choosing CouplesPicks. We look forward to serving you!