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Conditions of Use and Sale

Eligible purchases are also covered by Cop Buyer Protection. If the seller does not resolve a covered delivery, condition or authenticity problem, Cop reviews the claim and funds an approved refund to the original payment method, independently of recovery from the seller. Final-sale terms do not exclude an otherwise eligible claim. See that policy for coverage, the 30-day claim window and how to request help.

These conditions apply to your use of cop.boutique and to purchases made through the Cop storefront. Cop Inc. operates the storefront. In these conditions, “Cop”, “we”, “us” and “our” refer to Cop Inc.; “you” refers to the person using the storefront or placing an order. A “seller” is the business offering the particular item for sale. Depending on the offer, that business may be Cop or an independent seller. Cop also operates Joa, an AI-based shopping assistant (section 16), the Fil, a shoppable video feed (section 17), and a creator program governed by separate terms (section 18). These conditions also apply to the Cop iPhone app.

Read these conditions together with our Returns and Refunds Policy, Shipping Policy, Privacy Notice and Authenticity and Anti-Counterfeiting Policy. The offer and the information presented before you submit an order also form part of your purchase. Save your order confirmation and the terms applicable when you buy. These conditions do not remove any protection that the law gives you and that cannot be waived by agreement.

1. Using Cop and maintaining your account

Provide accurate information when creating an account, placing an order or contacting us. Keep your email address and delivery information current. Protect access to your email account, sign-in codes and any other account credentials. Do not share a sign-in code with a person claiming to need it to process a refund or verify a purchase. Contact customer care if you believe someone has accessed your account without permission.

You must have the legal capacity to enter into the transaction you are making. A parent or guardian must supervise use by a minor where their authorization is required. Any age-restricted promotion or product is subject to its own eligibility conditions and applicable law. Creating an account does not reserve inventory, approve a seller application or guarantee access to every service.

2. Cop offers and independent sellers

Different sellers may offer the same catalogue product, sometimes at different prices, in different sizes or conditions, and with different shipping arrangements. The catalogue page describes the product; the selected offer identifies what is available for purchase. The seller, selected size, condition, quantity and applicable terms are important parts of the transaction. A different offer may become available when you change a selection or return to the page later.

An independent seller is responsible for the accuracy and authenticity of the goods it offers and for the obligations it assumes in connection with a sale. Separate seller agreements govern that business’s relationship with Cop. These conditions do not replace those agreements or promise sellers a particular fee, payout schedule or level of service. Cop’s role in operating the storefront and handling an order does not remove any responsibility imposed on Cop by law. If the seller or applicable terms are unclear, contact us before ordering.

3. Catalogue information, sizes and condition

Read the complete listing rather than relying only on a product title or photograph. Brand names, model names, size systems, release information and packaging can differ between editions and markets. Check whether a size is identified as men’s, women’s, youth, US, UK or another system. A catalogue identifier helps identify an item; it does not independently establish condition, authenticity, availability or delivery terms.

Catalogue images can illustrate a model rather than the exact unit that will be delivered. Device screens can also affect colour appearance. Any disclosed condition, included accessories and material differences remain part of the offer. These practical limitations do not excuse an incorrect item, an undisclosed material defect or a misleading description. Contact us before buying if a particular detail, such as box condition or an included accessory, is essential to your decision.

4. Availability and the selected offer

Availability can change between browsing, adding an item to the cart and completing checkout. Putting an item in a cart does not by itself reserve it. Review the final order summary, including the selected size and quantity, before submitting payment. Do not assume that an unavailable size can be supplied because another size of the same model is available.

If an item becomes unavailable after an order is placed, we will communicate about the affected item and the available resolution. We will not substitute a different size, condition or product without your agreement. Any cancellation and refund must respect the purchase terms and applicable law. The availability of a later offer at another price does not automatically change an existing order.

5. Prices, currency, taxes and shipping

The currency displayed with your order governs payment. Review the item prices, shipping charges, discounts, applicable taxes and order total before submitting the order. Product prices and offers can change for future purchases. A shipping indication on a product page relates to the relevant offer and available delivery information; changing an address, quantity, seller or shipping method may change the charge shown at checkout.

Import duties, brokerage charges or other destination charges may apply to an international shipment when disclosed and legally payable by the buyer. Our Shipping Policy explains this distinction. A product’s availability in a country does not mean the purchase is tax-free. We will not treat a general pricing disclaimer as permission to charge an undisclosed fee or disregard a mandatory advertised-price rule.

6. Orders, payment and communications

You authorize payment of the amount you approve at checkout using a payment method you are entitled to use. Payment is processed by Stripe (card, Apple Pay, Google Pay and Link) or, if you choose Shop Pay, by Shopify. Available methods and any provider-specific conditions are shown during payment. A payment authorization, receipt, order confirmation and shipment confirmation can occur at different stages; retain the messages you receive for your records.

Authorization, then charge. When you place an order paid by card, Apple Pay, Google Pay or Link, your card is first authorized for the total shown. It is charged later, once Cop has reviewed the order. The order is sent to sellers only after that charge. Until the order is charged, it can still be changed or cancelled (section 7). If Cop cancels an order before charging it, the authorization is released and you are not charged. How long a released authorization stays on your statement depends on your card issuer.

When you pay by card with an email address, the card is saved with our payment provider (Stripe), on the record linked to that email address, so later checkouts are faster. Cop keeps only the card reference, its brand, its last four digits and its expiry date, never the full number or security code. If the same card is saved more than once, only one copy is kept. An expired card stays visible as “Expired” in your account but is never offered at checkout or made the default card. A saved card is used only for a purchase or an order change that you approve yourself, at checkout or in Joa (section 16). It is never charged at any other time. You can remove a card at any time in your account or by asking Joa, unless it secures an order not yet charged. Removing it does not affect orders already placed.

We may need additional information to resolve an address problem, suspected unauthorized payment or another issue affecting an order. Requests must be relevant to that purpose. Never send your full card number, card security code or account password by email. If we cannot fulfil an order, we will address any payment already collected and any legally required refund. Nothing here allows us to keep payment for goods we cancel without a lawful basis.

7. Cancellations and order corrections

Contact customer care promptly if you entered the wrong size or address or need to request cancellation. The cancellation-request period is 12 hours after placing an order, but a request is not a confirmation that fulfilment has stopped. An order already prepared, dispatched or delivered may need to be handled under the Returns and Refunds Policy instead.

Changing an order before it is charged. While an order paid by card has not been charged or sent to sellers, you can ask Joa (section 16) or customer care to:

  • add or remove an item;
  • change a quantity, size or item;
  • change the delivery address or the card.

Before any change, you are shown a summary with the new total and the difference from the old one. The change is made only after you clearly confirm it (for example “yes” or “I confirm”). An ambiguous reply such as “ok” is not enough.

  • If the new total is lower or the same, the existing authorization is kept and only the new total is charged.
  • If it is higher, the existing authorization may be increased. Otherwise, a new authorization is requested on your saved card, and the old one is released once the new one is in place. Your bank may ask you to verify.

For a new size or a different item, the offer chosen may come from a different seller than the original offer. An email confirms the change.

Some orders cannot be changed this way: orders with a deposit, gift card, discount code, store pickup or custom item. For these, contact customer care.

That operational request period does not shorten a legal right to cancel, including a right arising from missing required information, non-delivery or another legally recognized reason. If a listing or price contains an error, we will handle it under the applicable law and communicate the proposed resolution. We do not reserve a blanket right to cancel a binding purchase merely because a different price would have been preferable.

A cancellation or return request made in Joa is sent to the seller or to Cop, like a request made through the “Contact us” form. The request is not itself the cancellation. If the order has not yet been charged, cancelling it releases the authorization and you are not charged. Otherwise, the refund follows the Returns and Refunds Policy.

8. Delivery and responsibility for an order

Delivery methods, processing periods, destination restrictions and shipment issues are addressed in the Shipping Policy. All sellers ship directly to buyers, and no orders pass through Cop. Orders can involve more than one seller or shipment. A tracking number is evidence of a shipment record; its creation alone does not necessarily mean the carrier has received the parcel.

Tell us if a parcel is missing, damaged or materially late. We may request information needed to investigate with the seller or carrier. A carrier investigation does not automatically remove your rights against the merchant or require you to waive a lawful remedy. No provision here automatically transfers every delivery risk to you when a package leaves a warehouse.

9. Returns, refunds and authenticity concerns

Our Returns and Refunds Policy explains voluntary returns, cancellation requests, damaged or incorrect goods, exclusions and refund processing. Seller-specific voluntary terms apply only as disclosed and as permitted by law. Final-sale wording does not authorize the sale of counterfeit goods or eliminate legal warranties and remedies for defective or misdescribed goods.

Products offered on Cop must be authentic. Report a concern through customer care with the order number and relevant information. Follow the handling and return instructions provided for that case. Do not knowingly resell, substitute or destroy an item being reviewed in a way that prevents a fair investigation. Our Authenticity and Anti-Counterfeiting Policy describes seller obligations and the reporting process.

10. Permitted use and prohibited conduct

Use the storefront lawfully and for its intended purposes. Do not access another person’s account, impersonate a buyer or seller, submit fraudulent payment information, manipulate stock or pricing, interfere with checkout, introduce harmful code, bypass access controls or attempt to obtain another person’s private information. Do not use order, return or authenticity procedures to submit knowingly false claims. You may also not use Joa or Joa answer pages in an automated or bulk way, try to make Joa bypass its rules or reveal its instructions, or use it to obtain another person’s information.

Do not harass staff, customers or sellers, send threats, or submit unlawful discriminatory content. These rules do not prohibit an honest negative review, a good-faith complaint, a lawful payment dispute or contact with a regulator. Any restriction imposed for misuse must remain consistent with applicable law and must not extinguish an unresolved order or refund obligation.

11. Content, intellectual property and submissions

Cop’s branding, site design and original content belong to Cop or the relevant rights holder. Product brands and third-party material remain the property of their owners. Displaying a brand or product does not, by itself, claim that Cop is the manufacturer, an authorized dealer or endorsed by that brand. You may use the storefront to shop and keep reasonable records of your transactions. Other copying or commercial exploitation requires permission or another lawful basis.

If you submit content for public display, you must have the rights needed to do so and must not include another person’s confidential information without authorization. You permit Cop to host, format and display that submission for the purpose for which you supplied it. Sending a private support message or an authenticity complaint does not give us unrestricted permission to publish your personal information or use it in advertising. Reports of infringement can be sent to administration@cop.boutique with enough detail to identify the material and the rights concerned.

Product reviews. A published review shows the display name you choose and, where applicable, a “verified purchase” mention. You can delete your review at any time.

Videos. Videos you publish on Cop are governed by separate terms:

  • videos you upload as a creator: the Creator Terms, shown in the creator space of your account;
  • videos you authorize from Instagram (#YesCop or a connected Instagram account): the Terms for your videos.

12. Third-party services and links

Some features depend on third-party providers, including payment (Stripe, Shopify for Shop Pay, Apple, Google), the Joa assistant (OpenAI), videos embedded from Instagram (Meta), email and delivery. A provider may have its own terms and privacy notice. Read those terms when choosing a service, particularly where a separate account or financing agreement is involved. Links to external websites are provided in context and do not make every statement on those websites a statement by Cop. Some videos in the Fil are Instagram posts shown through Instagram’s embed. They stay on Instagram, under their author’s name, and their display is governed by Instagram.

This section does not turn an order placed through Cop into an unrelated external transaction or excuse obligations Cop has undertaken. If a third-party service fails during payment, avoid repeatedly submitting the same order until you have checked whether a payment or order was created.

13. Service availability and limits of these conditions

Maintenance, network interruptions and other technical issues may affect access to the storefront. We do not promise continuous, error-free availability. Where legally permitted, Cop is not responsible for losses that are remote from a breach or that the applicable law does not make recoverable. Any limitation is subject to mandatory law and the specific circumstances of the claim. Joa’s answers and automatically generated labels, such as “Similar items on Cop” under a video, may contain errors (section 16). The price, availability and conditions that bind you are those on the offer page and in the checkout summary.

We do not exclude liability that cannot legally be excluded, disclaim applicable legal warranties, or require a consumer to give up a statutory remedy. In particular, Quebec consumer protections apply where the law makes them applicable. Nothing in these conditions requires mandatory private arbitration, prevents an eligible small-claims proceeding or prohibits a remedy that the law protects.

14. Changes, interpretation and disputes

Changes to these conditions apply prospectively, subject to any notice or consent required by law. A later version does not silently replace the terms of a completed purchase or reduce an accrued right. If a provision cannot be enforced, the remaining provisions continue to apply to the extent legally possible. A failure to enforce a provision on one occasion is not a permanent waiver.

The laws applicable to your transaction, including mandatory consumer rules in your jurisdiction, govern your rights. For Quebec consumers, the applicable laws of Quebec and Canada remain fully available. English and French versions are intended to describe the same obligations; neither version is designated here to override mandatory language protections. Contact customer care to try to resolve an issue, without giving up your right to seek advice, contact a regulator or use a competent court.

15. Contact Cop

COP INC., Québec, Canada (business details: Legal notice). For order assistance, write to customercare@cop.boutique. For business correspondence and questions about these conditions, write to administration@cop.boutique. See Contact Information for the published contacts for returns, shipping and other requests. For a question about your personal information, write to the person in charge of the protection of personal information at confidentialite@cop.boutique (see the Privacy Notice).

16. Joa, the AI shopping assistant

Joa is a shopping assistant based on artificial intelligence. It is available on cop.boutique and in the Cop app. Joa is an AI and can make mistakes.

The prices and availability it gives come from Cop’s live catalogue at the time of the answer. They can change before checkout. If a Joa answer differs from the offer page or the checkout summary, the offer page and the summary apply, subject to the law.

Photo search. You can send up to four photos to find the items they show. Photos are used only for that purpose. Cop does not keep them or use them to train a model. Joa never describes the people in them. Send only photos you have the right to use.

Ordering in the chat. On cop.boutique, if you are signed in, you can place an order in the conversation with Joa. Before any order, Joa shows a summary:

  • the items, size and quantity;
  • the delivery address and estimated delivery date;
  • the card used (brand and last four digits);
  • the subtotal, shipping, taxes and total.

It then asks you to confirm. The order is placed only if you clearly answer “yes” (or an equivalent such as “I confirm”) to the latest summary shown, and nothing has changed since. An ambiguous reply such as “ok”, or a reply that also asks for something else, does not place the order: Joa asks again. Your card is then authorized as described in section 6, and your bank may ask you to verify. Joa never asks for your card number, and you should never type it in the chat. An order confirmation is sent to you by email.

Account actions. If you are signed in, Joa can, at your request:

  • change an order not yet charged (section 7);
  • send a cancellation or return request;
  • remove a saved card or make it the default;
  • add, edit, remove or set a default address.

Each action is summarized first and done only after you clearly confirm it. Joa cannot add a card. A new card can only be entered in our payment provider’s secure card field.

Joa answer pages. Some public pages on cop.boutique show Joa’s answer to a common question, generated by AI from the live catalogue, with the date it was last updated and an “AI-generated” label. These pages are general information. They are neither an offer nor personalized advice.

The Privacy Notice explains what information Joa uses and who receives it.

17. The Fil (videos)

The Fil shows short videos from which you can buy the items shown. They come from four sources:

  • Cop’s Instagram accounts;
  • sellers and creators who connected their Instagram account;
  • videos uploaded by Cop creators;
  • Instagram posts that mention Cop, shown through Instagram’s embed.

The items linked to a video are found partly automatically, including by AI. “Seen in this post” means a match with the item shown. “Similar items on Cop” means similar items, not necessarily the exact item. Check the offer before you buy.

A video from a seller or creator is not a statement by Cop. Unless stated otherwise, an embedded Instagram post does not mean its author recommends the items offered. Cop pays Cop creators a commission on sales made from their videos and shop, under the Creator Terms; their videos carry a “Cop partner” label. Creators must disclose any material connection with a brand, a seller or Cop.

The order of videos is personalized based on your activity in the Fil only if you turned personalization on (see the Privacy Notice). It stays off until you turn it on, and you can turn it off at any time in Your history. “Like” and “Save” are kept on your device.

18. Creator program

People who take part in Cop’s creator program are also bound by the Creator Terms. The program is open only to people aged 18 or older. These terms are shown and accepted when applying and at each upload. If they conflict with these conditions for an uploaded video, the Creator Terms apply.