FAQ

Shipping:

Is Shipping Discrete?

• Yes! We ensure that your privacy is secured by packaging our items plain, discreet packaging without logos or branding. Shipping forms will include generic descriptions such as "clothing" or "accessories".

 

How long does processing take?

• Orders take up to seven business days to process on average before being shipped out.

 

How long will it take to receive my order?

• Typical delivery time ranges between 2-4 weeks from the day it ships. This timeframe may vary depending on your worldwide location and local post office.

• Once shipped, an email will be sent with a tracking link provided. Please note that tracking information will stop once it arrives at the destination country.

 

My order was just held in customs. What can I do!

• Due to the nature of our international shipping, a package might occasionaly be held by your local customs office. This is outside of our control. Not to worry since custom clearance is automatic and usually just takes a few business days to complete.

• We will always be available to help in these cases and contact the shipping company responsible to try and expedite the order.

Note: We are not responsible for any possible extra fees resulting of customs clearance process. Additional charges for taxes or customs clearance must be paid by the recipient.

 

My tracking hasn't updated in a long time. Is it lost?

• It's very typical for international tracking numbers to not update for several weeks while in transit. This includes its overseas trip, customs processing and registration into your local postal office system. This includes the majority of its journey and it does so quietly. So when this occurs, any update provided will be at the last stages of its journey!


Returns & Exchanges:

What's your Return Policy?

• We accept returns within 10 days from the time your order arrived. To be eligible for return, the item must have in the same condition that you received, unused and within the original packaging.

• The customer is responsible for paying return postage unless the item arrived damaged or did not match what was ordered.

• Please note that we do not provide returns on any type of lingerie or Sex Toys for hygienic reasons. Gift Cards are non-refundable.


What if an order is lost or damaged?

• If an order is marked as lost before it reaches your destination country, please let us know and we'll file a claim with the courier. We'll also arrange replacement items for you as soon as possible!

• If an order is marked as lost in your destination country by your local post office, we're not responsible for any gap in such services as we can't influence the quality of your postal system.

• If your tracking number shows your item as delivered, please contact your post office/courier and they'll help you first thing.

• If your order is misdelivered due to a mispelled shipping address, not to worry as we'll reship a new package back to you. Bear in mind that we'll request a shipping fee in such situations.


Note: If the tracking doesn't display a lost status, we don't consider items as "lost" until 8 weeks have passed since we've come to find that almost all packages arrive in this time window.


Order Management:

Can I cancel my order?

• You can cancel an order for a full refund within 24 hours of purchase provided it has not shipped. Simply email us at cutesiebondage@gmail.com and we'll do our best to assist!

• Please note that once an order has been marked as shipped, cancellation is no longer possible.

 

Can I change the details of my order?

• If you'd like to edit specifics of your order such as shipping address, item colors and sizes, please get in touch with us and we'll do our best to edit it on your behalf.

• Please note this option is not possible once the package has been scheduled for dispatch. If your order is still in processing, you can contact us with any change requests at cutesiebondage@gmail.com and we'll be happy to assist.

 

Only part of my order arrived! What gives?

• Don't be alarmed if a part of your order is missing—it's not an mistake on our end! :)

• Orders with multiple items are almost always fulfilled by different wharehouses as we source the best possible products for you! As a result, we need to split shipments accordingly. So if one package arrived, that means that the next one is right on its tail!

• You'll always receive tracking for each item in a split order so you can keep yourself updated.

 

There's something wrong with my order!

• If your item arrived damaged, missing, or you received the wrong item, please reach out to us at cutesiebondage@gmail.com and we'll do our best to assist you.

 

Payments:

What Payment methods can I use?

• We accept Paypal, a quick and safe payment platform, from which you can pay with credit card, debit card, or bank account balance.

• We also accept all major debit/credit cards. We process payments through Stripe, the largest payment gateway in the market, so we ensure speedy and safe payment for all of our customers.

Why do I keep getting "Payment errors"?

• Almost all payment errors happen when your billing address doesn't match the address from your card information. Please make sure that these addresses are the same and your payment will go through.

• If you're still having issues completing payment, please get in touch with us through our "contact us" page and we will do our best to solve the problem.

What will show up on my Bank Statement?

• Payments to our storefront will be completely discreet! They'll always read as CUTEBON on Bank Statements.