Refund policy
Refund & Order Issue Policy
At Coucou Coffee, we take great pride in the quality and freshness of every food and beverage we prepare.
Food & Beverage Sales
Due to the perishable nature of our products, all food and beverage sales are generally final. We do not accept returns or exchanges for products that have left the store.
If There Is an Issue With Your Order
If you believe your order is incorrect, damaged, or has a quality concern, please contact us as soon as possible after receiving your order.
To help us review your request, please provide:
- Your order details
- The purchase date and approximate time
- Photos of the product, when applicable
- A brief description of the issue
Please contact us at:
Resolution
Each request is reviewed individually by our management team.
Depending on the situation, we may offer an appropriate resolution, which may include:
- Product replacement
- Store credit
- Partial or full refund
The resolution is determined based on the circumstances of each case.
Whole Cakes, Custom Orders & Catering
Custom-made products, including personalized cakes, special orders, catering orders, and products made specifically for a customer, are generally non-refundable once production has begun.
If you need to change or cancel an order, please contact us as early as possible. Changes or cancellations may not be possible after production has started.
AI Assistance
Our AI assistant cannot approve refunds, compensation, replacements, or exceptions.
If your request requires review, the AI will direct you to contact our team by email.