Important Customer Information
1. Private Lab / Membership
How do I become a Private Lab member of CoutureLab?
All customers of CoutureLab may be considered for Private Lab membership, which is extended at the discretion of the CoutureLab Membership Committee.
2. Product pricing and currencies
Why don't you have the price in my currency?
CoutureLab is headquartered in London and so all our transactions are in UK pounds sterling.
Our pricing includes VAT (sales tax) at the prevailing rate, at 15% before the 1st January 2010 and changing to 17.5% after.
Orders
delivered from outside the EU will have this deducted but may be
required to pay import tax and/or local sales tax.
In what currency will I be charged?
We will charge you in British Pounds (GBP).
Why do you display multiple currencies?
To help our members we also display prices in Euro (€) and US Dollars
($).
Note though that the charge to your card is in GBP and may vary slightly
from the €/$ indicative cost.
3. Sales tax and Duties
Do you charge Taxes and Duties on my order?
Orders delivered within the EU will be charged UK VAT.
For
all countries outside the EU, we will charge the appropriate import
taxes and sales taxes when shipping to DDP countries.
How are taxes and duties calculated for my country?
Each country places its own arbitrary amount of import tax and duties on individual items.
CoutureLab ships Delivery Duty Paid to the following countries.
| Austria | Belgium | Bulgaria | Cyprus | Czech Republic | |
| Denmark | Estonia | Finland | France | Germany | Greece |
| Hungary | Ireland | Italy | Japan | Latvia | Lithuania |
| Luxembourg | Malta | Netherlands | Norway | Poland | |
| Portugal | Romania | Slovakia | Slovenia | Spain | |
| Sweden | Switzerland | United Kingdom | United States |
All other countries will be shipped Delivery Duty Unpaid.
- Delivery Duty Paid (DDP) - In the case of countries that we ship to Delivery Duty Paid (DDP) CoutureLab will calculate relevant charges and apply these to your order on an item by item basis. The final amount you will be charged by CoutureLab includes all relevant Sales taxes and duties applicable for your order.
- Delivery Duty Unpaid (DDU) - In the case of countries that we ship Delivery Duty Unpaid (DDU) you may be liable for any applicable sales taxes and duties that may be charged by your local customs authorities.
4. Insurance and delicate items
All orders shipped to you are fully insured for loss, theft or damage.
We expertly and carefully pack every item.
If we sell it, we will pack and insure any items in transit to their destination.
Items returned to us using our approved delivery partner (DHL) are also insured.
You must request an RMA (Return Merchandise Authorization) and use the returns documentation included in your package.
Note: we are not responsible for any loss, theft or damage if items are returned to us by any other method than our approved Delivery partner.
5. Delivery
What countries do you deliver to?
Following is a list of countries we deliver to; where in bold we deliver to the country Delivery Duty Paid (DDP):| Andorra | Dominica | Japan | Panama | Taiwan Province of China |
| Anguilla | Dominican Republic | Jordan | Papua New Guinea | Thailand |
| Antarctica | Ecuador | Korea Republic of | Paraguay | Tokelau |
| Antigua and Barbuda | Egypt | Kuwait | Peru | Turkey |
| Argentina | Equatorial Guinea | Latvia | Philippines | Turks and Caicos Islands |
| Aruba | Estonia | Lebanon | Pitcairn Island | Ukranian SSR |
| Australia | Faroe Islands | Liechtenstein | Poland | United Arab Emirates |
| Austria | Fiji | Lithuania | Portugal | United Kingdom |
| Bahamas | Finland | Luxembourg | Puerto Rico | United States |
| Bahrain | France | Macau | Qatar | United States Minor Outlying territories |
| Bangladesh | French Guiana | Macedonia | Reunion | Uruguay |
| Barbados | French Polynesia | Malawi | Romania | Vanuatu |
| Belarus | French Southern Territory | Malaysia | Russian Federation | Venezuela |
| Belgium | Georgia | Maldives | Saint Kitts and Nevis | Viet Nam |
| Belize | Germany | Malta | Saint Lucia | Virgin Islands (British) |
| Bermuda | Gibraltar | Marshall Islands | Saint Vincent | Virgin Islands (U.S.) |
| Bosnia and Herzegovina | Greece | Martinique | Samoa | Wallis and Futuna Islands |
| Brazil | Greenland | Mexico | San Marino | Yemen |
| British Indian Ocean Territory | Grenada | Micronesia | Sao Tome and Principe | |
| Brunei Darussalam | Guadeloupe | Moldova, Republic of | Saudia Arabia | |
| Bulgaria | Guam | Monaco | Senegal | |
| Canada | Guatemala | Mongolia | Serbia and Montenegro | |
| Cape Verde | Guyana | Montserrat | Seychelles | |
| Cayman Islands | Haiti | Morocco | Singapore | |
| Chile | Heard and Mc Donald Islands | Nepal | Slovakia | |
| China | Honduras | Netherlands | Slovenia | |
| Christmas Island | Hong Kong | Netherlands Antilles | South Africa | |
| Cocos (Keeling) Islands | Hungary | New Caledonia | Spain | |
| Cook Islands | Iceland | New Zealand | Sri Lanka | |
| Costa Rica | India | Norfolk Island | St. Helena | |
| Croatia | Indonesia | Northern Mariana Islands | St. Pierre and Miquelon | |
| Cuba | Ireland | Norway | Svalbard | |
| Cyprus | Israel | Oman | Sweden | |
| Czech Republic | Italy | Pakistan | Switzerland | |
| Denmark | Jamaica | Palau | Syrian Arab Republic |
Bold - indicates country we ship to Delivery Duty Paid (DDP)
What methods of delivery do you offer?
We ship worldwide via DHL.
We will send you an email when your order is dispatched, containing a tracking number and link. You will be able to track your order through all stages of the delivery process.
Your order will arrive beautifully presented in our handmade CoutureLab packaging
All items are packed by hand our experienced professional team to withstand
the rigours of transportation, including where necessary, state of the art
injection-moulded foam.
Our delivery costs are calculated according to the size and number of items being shipped, and their destination.
How long does delivery take to my country?
| Destination | Delivery Times |
|---|---|
| UK | 1 - 3 business days |
| Europe | 2 - 4 business days |
| North America | 2 - 5 business days |
| Rest of the world (including South America, Africa, Middle East, Far East and Oceania) | 2 - 5 business days |
What time will my delivery arrive?
We are unable to give an exact time of delivery - you will have a unique online tracking reference to follow your purchases from delivery from our showroom to your door.
What happens if there is no one there to accept the delivery?
Our delivery partner will leave a note with details on redelivery or pickup options.
6. My Account
To have your password resent, please click here, or contact us for assistance.
Your log in is the email address that you used to sign up for CoutureLab. If you are not sure which address you signed up with please contact us
7. Ordering and payment
What payment methods do you accept?
We accept payment via Visa, Mastercard, American Express, Switch & Maestro…
Payment is deducted from your card immediately.
The transaction will appear on your statement as ‘CoutureLab LTD’
Is it safe to order via the CoutureLab site?
Absolutely. We take security extremely seriously.
We take appropriate physical, electronic and administrative steps to maintain
the security and accuracy of personally identifiable information we collect.
Our website uses encryption technology, such as Secure Sockets Layer (SSL)
and Hyper Text Transfer Protocol Secure (HTTPS), to protect your personal
information during data transport. SSL encrypts ordering information such
as your name, address and credit card number.
All transactions are processed securely using 128bit encryption, supported
by Thwate.
Do you store my credit card details on your site?
No. We do not store details of credit or debit card information anywhere on our website.
How are taxes and duties calculated for my country?
Each country places its own arbitrary amount of import tax and duties on
individual items. In the case of countries that we ship to Delivery Duty
Paid (DDP) CoutureLab will calculate relevant charges and apply these to
your order on an item by item basis.
The final amount you will be charged by CoutureLab includes all relevant
Sales taxes and duties applicable for your order.
In the case of countries that we ship Delivery Duty Unpaid (DDU) you may
be liable for any applicable sales taxes and duties; that may be charged
by your local customs authorities.
When will my order be processed?
As soon as possible. However, if your order has been placed outside of working hours, it will be processed on the next business day. Our office hours are from 9am - 6pm (GMT) Monday to Friday (excluding public holidays).
8. Returns and cancellations
All items may be returned in original condition within 7 working days following
receipt of the goods.
Note that all apparel and footwear must be returned
with the CoutureLab tags attached in their original state.
Please contact us using and let us know the details including your name and order number. We will follow up with details of our returns process.
Of course, when contacting us, please advise the details of the exchange including relevant size and colour information.
We offer full refunds on items returned within 7 working days following receipt
of the order.
Note that we do not refund delivery or import duties.
All returns and exchanges requested within 7 working days of delivery are returned free of charge via DHL.
Do you refund delivery, taxes or duties?
We do not refund delivery or duties on any order.
We do refund European and UK VAT on all returns.
Sales tax for all non EU countries is not refunded.
Please contact us to cancel your order.
9. Sizing Guides
Sizing guides for clothing and footwear by country
INTERNATIONAL CONVERSIONS WOMEN'S CLOTHING
| XXS | XS | S | M | L | XL | |
|---|---|---|---|---|---|---|
| UK | 6 | 8 | 10 | 12 | 14 | 16 |
| US | 0 - 2 | 4 | 6 | 8 | 10 | 12 |
| France | 34 | 36 | 38 | 40 | 42 | 44 |
| Italy | 38 | 40 | 42 | 44 | 46 | 48 |
| Japan | 5 | 7 | 9 | 11 | 13 | 15 |
MODERN SIZE GUIDE IN CENTIMETERS
| XS | S | M | L | XL | |
|---|---|---|---|---|---|
| UK Sizes | 8 | 10 | 12 | 14 | 16 |
| BUST | 82 - 86 | 86 - 90 | 90 - 94 | 94 - 98 | 98 - 102 |
| WAIST | 62 - 66 | 66 - 70 | 70 - 74 | 74 - 78 | 78 - 82 |
| HIP | 88 - 92 | 92 - 96 | 96 - 100 | 100 - 104 | 104 - 108 |
MODERN SIZE GUIDE IN INCHES
| XS | S | M | L | XL | |
|---|---|---|---|---|---|
| US Sizes | 2 | 4 - 6 | 9 - 10 | 12 - 14 | 14 - 16 |
| BUST | 32 | 33 - 34 | 34 - 36 | 37.5 - 39 | 39 - 41.5 |
| WAIST | 23.5 | 24.5 - 25.5 | 26.5 - 27.5 | 29 - 30.5 | 30.5 - 32 |
| HIP | 34 | 35 - 36 | 37 - 38 | 39 - 41 | 41 - 43 |
WOMEN'S SHOES
| UK | 2 | 2.5 | 3 | 3.5 | 4 | 4.5 | 5 | 5.5 | 6 | 6.5 | 7 | 7.5 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| US | 5 | 5.5 | 6 | 6.5 | 7 | 7.5 | 8 | 8.5 | 9 | 9.5 | 10 | 10.5 |
| France | 36 | 36.5 | 37 | 37.5 | 38 | 38.5 | 39 | 39.5 | 40 | 40.5 | 41 | 41.5 |
| Italy | 35 | 35.5 | 36 | 36.5 | 37 | 37.5 | 38 | 38.5 | 39 | 39.5 | 40 | 40.5 |
WOMEN'S RINGS
| UK | H 1/2 | I 1/2 | J 1/2 | L | M | N | O | P | Q | Q 1/2 | R 1/2 |
|---|---|---|---|---|---|---|---|---|---|---|---|
| US | 4 | 4.5 | 5 | 5.5 | 6 | 6.5 | 7 | 7.5 | 8 | 8.5 | 9 |
| EU/Japan | 7 | 8 | 9 | 10 | 12 | 13 | 14 | 15 | 16 | 17 | 18 |
MEN'S SHIRT SIZE GUIDE IN CENTIMETERS
| S Reg. | M Reg. | M Large | L Reg. | L Large | XL Reg. | XL Large | |
|---|---|---|---|---|---|---|---|
| NECK | 35.5 - 37 | 38 - 39 | 38 - 39 | 40.5 - 42 | 40.5 - 42 | 43 - 44.5 | 43 - 44.5 |
| SLEEVE | 61 | 61 | 64 | 61 | 64 | 61 | 64 |
| CHEST | 54.5 - 57 | 57 - 59 | 58.5 - 62 | 61 - 65 | 62 - 67 | 65 - 69 | 67 - 69 |
| WAIST | 52 - 54.5 | 54 - 55 | 54 - 55 | 59 - 61 | 59 - 61 | 65 - 67 | 65 - 67 |
TIES SIZE GUIDE IN CENTIMETERS
| Standard | Extended | |
|---|---|---|
| LENGTH | 145 | 158 |
| WIDTH | 10 | 10 |
MEN'S SHIRT SIZE GUIDE IN INCHES
| S Reg. | M Reg. | M Large | L Reg. | L Large | XL Reg. | XL Large | |
|---|---|---|---|---|---|---|---|
| NECK | 14 - 14.5 | 15 - 15.5 | 15 - 15.5 | 16 - 16.5 | 16 - 16.5 | 17 - 17.5 | 17 - 17.5 |
| SLEEVE | 24 | 24 | 25 | 24 | 25 | 24 | 25 |
| CHEST | 21.5 - 22.5 | 22.5 - 23.5 | 23 - 24.5 | 24 - 25.5 | 24.5 - 26.5 | 25.5 - 27 | 26.5 - 27 |
| WAIST | 20.5 - 21.5 | 21 - 22 | 21 - 22 | 23 - 24 | 23 - 24 | 25.5 - 26.5 | 25.5 - 26.5 |
TIES SIZE GUIDE IN INCHES
| Standard | Extended | |
|---|---|---|
| LENGTH | 57 | 62 |
| WIDTH | 4 | 4 |
MEN'S SHOES
| UK | 6 | 6.5 | 7 | 7.5 | 8 | 8.5 | 9 | 9.5 | 10 | 10.5 | 11 | 11.5 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| US | 7 | 7.5 | 8 | 8.5 | 9 | 9.5 | 10 | 10.5 | 11 | 11.5 | 12 | 12.5 |
| EU | 40 | 40.5 | 41 | 42 | 42.5 | 43 | 44 | 44.5 | 45 | 46 | 46.5 | 47 |
TIPS TO MEASURE YOURSELF
BUST: Measure around the fullest part of your bustline.
NATURAL WAISTLINE: Find the natural crease of your waist by bending
to one side and measure the waistline (or between your ribcage and your naval).
HIPS: Measure around the fullest part of your hips located approximately
8 to 9 inches below your natural waistline.
I have questions about the size of a product
Please contact Couturelab Membership services and we will be happy to assist.
10. Jobs
Please contact jobs@couturelab.com for more information
11. Business opportunities
I am interested in selling my products on CoutureLab.
We are always interested in hearing from suitable Designers and craftsman. Please contact us for more information.
12. Technical problems
Our website is designed to work in all A-grade browsers. These are detailed below. Whilst approximately 96% of our audience enjoys an A-grade experience, we try not to exclude those choosing to use other browsers, by making sure our site gracefully degrades, wherever possible.
| Win 98 | Win 2000 | Win XP | Win Vista | Mac 10.3.x | Mac 10.4 | |
|---|---|---|---|---|---|---|
| IE 7.0 | A-grade | A-grade | ||||
| IE 6.0 | A-grade | A-grade | A-grade | |||
| Firefox 2 | A-grade | A-grade | A-grade | A-grade | A-grade | A-grade |
| Firefox 1.5 | A-grade | A-grade | A-grade | A-grade | A-grade | |
| Opera 9 | A-grade | A-grade | A-grade | A-grade | A-grade | |
| Safari 2.0 | A-grade |
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Information on Scene7 and Rich Media (Flash)
Our website uses technology provided by Scene7. We recommend the Adobe Flash player (version 6 or higher) in order to fully appreciate the CoutureLab website
Our website requires Javascript to be enabled on your browser.
13. Contacting CoutureLab
Please visit our contact us
page for more information.
14. Opening Hours
Our buiness hours are from 9.30am to 6pm (GMT) Monday to Friday (excluding public holidays)
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