Coutr

In January 2026 I ordered a Herno down jacket from Coutr.com (order #2390, $410.62, paid via PayPal). I returned it within days of delivery. Coutr confirmed they received the return on January 14, confirmed it passed inspection on January 15, and told me the refund was ready to process. They then held it, citing an open PayPal inquiry. That case closed in my favor on February 20, and PayPal refunded $102.66 directly - Coutr itself has refunded nothing in the eight months since. My follow-up emails in March and August went unanswered. In September, after I sent a formal demand, Coutr offered only a partial $223.74, keeping $32 for "shipping" and $52.22 for "duties," even though the order shipped domestically from California, so no customs duties could apply. I have asked for the remaining $307.96 by September 16. As of this writing, the money has not arrived. Be prepared for months of persistence if you ever need a refund from this merchant.

Resolution update (September 24,2026):

Coutr paid the full $307.96 to my PayPal account on September 24,2026 (PayPal transaction 5EE*******Y*******T), shortly before my deadline. The payment came only after eight months, a formal demand, complaints filed with the FTC, the New York and California Attorneys General, the IC3, and the BBB, and this public review. Coutr also provided the DHL customs duty invoice I had requested, which documents that the duties were real and billed to them. I consider this matter resolved. Buyers facing the same situation: keep everything in writing, insist on the original payment method, and do not share bank or Zelle details.