Frequently Asked Questions

General questions

What does Coucou mean and how to pronounce it?

Coucou!

Coucou is commonly used in France as an informal greeting. It's pronounced as /ku.ku/.

What are PVC bags?

PVC bags are extremely durable bags which are water-resistant and easy to disinfect. They are made of synthetic material and don't contain any animal products. PVC bags are cruelty free.

I received my order in a cassava mailer. How do I dispose of it?

We ship all our products in cassava mailing bags to reduce harmful plastic waste. Our cassava mailers can be shredded and composted. When thrown in a landfill, they disintegrate in 17 days. To make the bag disintegrate faster, place it in >60 degrees celsius water. This will dilute the bag in the water, which you can then use to water plants, or simply pour away. Our cassava bags are free of toxins and micro plastics.

What are your business hours?

We are here for you from Monday to Friday, 10am to 5pm. Email us at hello@coucouofficial.com or send us a DM on Instagram @official.coucou.

I have some concerns. How can I reach you?

You may email us at hello@coucouofficial.com, or send a DM on Instagram @official.coucou.

Order Questions

What payment methods do you accept?

We accept the following payment methods:

Credit cards - Visa, Mastercard

Direct debit - BPI, Unionbank

E-wallets - GCash, GrabPay, Paymaya

Over the counter - 7-eleven, Cebuana

The payment process will depend on your chosen payment method upon checkout.

How long does shipping take?

We do our best to pack and fulfill orders right away upon receipt of payment confirmation. Currently, delivery takes 3-10 days depending on your shipping location.

How much is the shipping?

You will be able to see the shipping charges at the checkout. Charges depend on the destination and quantity. Due to the size of the bag, we can only pack two in one shipping pouch. If you order more, the shipping charge will adjust accordingly.

Can I pick my item up instead?

We do not allow pick ups. To facilitate shipping of orders as efficiently as possible, we dispatch the items directly from our warehouse.

I entered a wrong address, what should I do?

Email us immediately at hello@coucouofficial.com with the subject title URGENT: Change address.

We might still be able to change the address as long as your order hasn't been processed yet.

Do you accept exchanges?

Exchanging of item is subject to stock availability and must be unused, with original tags attached. Additional shipping fees are to be shouldered by the customer.

Do you ship internationally?

No. At the moment we are only shipping nationwide in the Philippines.

My item is defective, what should I do?

If you receive a defective or damaged item, please send us an email at hello@coucouofficial.com within 3 days of receiving it. Kindly attach photos of the item as proof.

I missed the drop. Will you restock?

No, we like our Coucou club members to feel special which is why every drop is limited. We won't be restocking sold out drops.

I want to order a large quantity. Can I get a discount?

We don't give discounts on our stock items, however please do reach out to us so we can suggest the best shipping solution for you.