Frequently Asked Questions
1. What is Kouvreet?
Kouvreet is a Malaysia-based online retail brand serving customers primarily in the United States.
Kouvreet is a Malaysia-based online retail brand serving customers primarily in the United States. We offer a growing collection of Kouvreet-branded products, with current product categories available directly through our website
Products sold under the Kouvreet name are part of our own brand collection.
2. Is Kouvreet a U.S.-based company?
No.
Kouvreet is based in Malaysia and primarily serves customers located in the United States.
We clearly disclose our business location so customers know where they are purchasing from.
3. Where are Kouvreet orders shipped from?
Orders are shipped from Malaysia unless another shipping origin is clearly stated for a specific product.
4. Do you ship to the United States?
Yes.
Our current online store primarily serves customers in the United States.
5. How much does shipping cost?
Our standard U.S. shipping rates are:
Orders of USD $20.00 or more: Free standard shipping
Orders under USD $20.00: USD $3.99 standard shipping
The applicable shipping charge will be displayed during checkout.
6. How long does delivery take?
Our current estimated timeframe is:
Processing time: 1–2 business days
Shipping transit: 8–10 business days
Estimated total delivery time: 9–12 business days
Delivery estimates are not guaranteed and may occasionally be affected by carrier operations, customs processing, weather, holidays, or destination conditions.
7. What is your order cut-off time?
Our daily order cut-off time is:
4:00 PM (UTC+8)
Orders placed after the cut-off time will normally begin processing on the next business day.
8. Will I receive tracking information?
When tracking information is available for the shipping service used, it will be provided after the order has been dispatched.
Please allow time for the carrier’s tracking system to display the first update.
9. What payment methods do you accept?
We currently accept the following card networks when displayed at checkout:
- Visa
- Mastercard
- American Express
- Discover
- Diners Club
- JCB
- UnionPay
Products intended for U.S. customers are generally priced in U.S. dollars (USD).
10. Can I cancel my order?
You may request cancellation before your order has been dispatched.
Please contact:
as soon as possible.
Once an order has been shipped, cancellation is no longer possible. You may instead request an eligible return after delivery.
11. What is your return policy?
Eligible items may generally be returned within 30 days after delivery, subject to our Return & Refund Policy.
The item should normally be unused and returned in its original condition with applicable packaging and accessories.
12. Who pays for return shipping?
If you return an item because you changed your mind, ordered the wrong product, or no longer want it, you are generally responsible for the return shipping cost.
If you receive an eligible damaged, defective, or incorrect item and a return is required, Kouvreet will be responsible for the reasonable return shipping cost or provide another return arrangement.
13. What should I do if my product arrives damaged or defective?
Please contact:
Include:
- Your order number
- A description of the issue
- Photographs of the product and packaging where applicable
We will review the issue and may provide a replacement or refund depending on the circumstances.
14. Do Kouvreet products come with a warranty?
Kouvreet currently does not provide a separate written commercial warranty unless a specific warranty is expressly stated on the applicable product page.
Eligible damaged, defective, or incorrect products may still qualify for assistance under our Return & Refund Policy.
Nothing in our policy limits consumer rights that cannot legally be excluded.
15. How long does it take to receive a refund?
Once an eligible returned product is received, we normally inspect the item within 1–3 business days.
Approved refunds are normally processed by Kouvreet within 3–5 business days.
Your bank or card provider may require an additional 5–10 business days to post the refund to your account.
16. Can I exchange an item?
If you receive a damaged, defective, or incorrect item, please contact us.
Depending on product availability and the circumstances, we may provide a replacement.
For other situations, you may be asked to return the original product and place a new order.
17. What currency do you use?
Products intended for customers in the United States are generally displayed and charged in U.S. dollars (USD) unless another currency is clearly stated.
Your bank may independently charge foreign transaction or currency conversion fees depending on your card agreement.
18. How can I contact Kouvreet?
You can contact us using:
Email: [email protected]
Phone: (+60) 16-957-2065
We aim to respond to customer inquiries within 24 hours.
Our business address is:
No. 24, Jalan Desa 12/3
Bandar Country Homes
48000 Rawang, Selangor
Malaysia
19. Where can I find your store policies?
Our website provides separate pages for:
- Shipment and Delivery Policy
- Return & Refund Policy
- Payment Methods Policy
- Privacy Policy
- Terms & Conditions
- Warranty Policy
- Order Cancellation Policy
We recommend reviewing the applicable policies before placing an order.
20. How can I contact you about an existing order?
Please email:
and include your order number together with a brief explanation of your question.
We aim to respond within 24 hours.