Shipping and Returns Policy for our value customer

SHIPPING POLICY & RETURN POLICY

Last Updated: 25 March, 2020

PARTS OF SHIPPING POLICY

News : Postal services to certain destinations suspended by Hong Kong Post
Effective from 27 March 2020 (Friday), in view of the substantial reduction in flight frequencies or even cancellation of flights to certain destinations by airlines, Hongkong Post announced today (March 27) that it was considered necessary to adjust air mail services to these destinations.

News : Postage Revision by Hong Kong Post
Effective from 1 January 2020 (Wednesday), the postage rates of e-Express services will be revised.

Free Shipping Offer ( Use the discounted order subtotal to determine eligibility for FREE SHIPPING ).
If some products marked " Free Shipping ", that will not eligibility to count for FREE SHIPPING.
If you order items worth $69 / €61 / HKD 542 or more, we will ship your items for FREE!

DELIVERY NOTES

You will get a tracking number to trace your package online. You will receive your tracking number by e-mail after your order is shipped. Furthermore, your package is covered for loss. As we are shipping by registered airmail, you have to acknowledge receipt of the package. If you are absent when the postman is delivering your order, he will leave you a note that you can pick it up within a specific time (usually 8 days) at the post office. Please pick up the package by the stated date, if not, it will be returned to us.

Please contact us by e-mail ( info@cutewares.com ) if your parcel hasn't arrived within the below stated time.

SHIPPING SCHEDULE

Shipping Method	Estimated Delivery Time	Eligible Countries & Regions
Registered Airmail	7-10 days*	Taiwan
	12-16 days*	Czech Republic
E-Express ( Suspended )	8-15 days *	Austria, Canada, Germany, United Kingdom and United States
	10-18 days *	Hungary, Italy
	10-20 days	Finland
	8-22 days *	Australia, Japan, Macau, Malaysia, New Zealand, Philippines, Singapore, South Korea, Thailand and Viet Nam
	12-22 days *	France, Netherlands, Slovenia, Spain, Sweden and Switzerland
	15-25 days *	Brazil
	15-26 days *	Denmark and Russian Federation
	15-30 days *	Israel
	16-25 days *	Norway
Hong Kong Local Post	2-4 days *	Hong Kong Only- Smart Post - Mail Delivery Service
	2-4 days *	Hong Kong Only- Smart Post - Counter Collection Service
	3-6 days *	Hong Kong Only - Registered Air Mail ( Recommend )

* The average delivery time is 8-20 business days by Hong Kong Post Delivery Service. Some customers receive their items faster, shipping to the Europe and USA is usually quite fast. We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer.

Occasionally tech updates to our systems or events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum.

SHIPPING RATE

The rate charged for the shipping of your order is based on the weight of your products, and your location. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to.

SHIPPING FAQ

Q: Can my shipment be delivered to a Post Office box?
A: Shipments can not be delivered to Post Office (PO, APO, FPO, DPO) boxes. However, we encourage customers to avoid using Post Office boxes.

Q: When will my items be delivered? Why were my items not yet delivered?
A: Your order will be processed promptly after we receive it. We wait until we receive your payment ( included PAYPAL eCheck ) and ship your order within 1-2 business day. Of course we will send you a confirmation email about the shipping status with further details about your shipment include a tracking number. If you haven't received any email from us, please check your spam folder. Unfortunately, sometimes our emails are redirected to the spam folder instead of the mailbox.

Q: What happens to my order if it can't be delivered and is returned to Cute Wares?
A: All shipments returned to Cute Wares are considered “undeliverable”. Reasons for undeliverable shipments include incorrect shipping address, failed delivery attempts by the post office provider (i.e., the recipient is unavailable), or unclaimed shipments held by the courier agent.
When we receive undeliverable shipments, we will notify customers via email to arrange for reshipment. All reshipments incur reshipment fees that are the same as Cute Wares’s regular shipping fees. Additional courier charges for return shipping may also apply.

Q: Will I have to pay customs taxes on my shipment?
A: When ordering from Cute Wares, the customer is considered the importer of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), value added tax (VAT), or any similar customs-related fees. Customs policies vary by country and Cute Wares cannot make any guarantees as to whether or not shipments will be subject to customs-related fees. Please contact your local customs office for more information.
In addition to customs fees, customers may also incur other charges, such as administration or brokerage fees. These are handling charges incurred due to customs processing and clearance of your shipment. Customers are required to pay the relevant courier service upon delivery of the shipment.

Q: What happens if there are banned items in my shipment?
A: Customers should contact their local customs office for information concerning banned items in their countries. We are required by law to declare our shipments according to their actual content and value. We cannot entertain requests to alter declaration values and/or content of shipments. If for any reason your local customs authorities confiscate any items from your order, Cute Wares is not responsible for reshipment or refund regarding the confiscated item(s).

Q: Will I receive a refund if I refuse the shipment when it is delivered to me?
A: If customers refuse a package due to customs issues, including refusal to pay customs tax or duties, failure to provide requested documents, or other related issues, we will not be responsible for any refund or reshipment of the refused package.

PARTS OF RETURNS POLICY

NEW UPDATE:

For below situation, we'll charge the cost for refund amount according to payment method:

Unreasonable cancel the order ( Before the order was sent ) such as:

My pets wrong click the "Buy" Button and checkout itself...
My kids wrong click the "Buy" Button and checkout them-self...( Unacceptable, the parents should monitor their kids to browsing Online Shop )
Just want to test the purchase systems only...
After completed the order, "suddenly" found other shop cheaper than yours shop...( You need to take responsibility for doing the price research before you insert your information for checkout steps )

Unacceptable request after made an order ( Customers should contact us before purchase ):

**Ask for meet the tight schedule for delivery time such as "Hope to receive the parcel after few days"...
Ask for wrap the order as a gift that basically we don't offer this service...

**According to our location- Hong Kong, anythings run as their schedule such as the handle days, order sorting, even we immediate process the customers orders ( packing and insert the shipping label ) and bring those orders to the Post Office immediately, the officer also process your parcels by their schedule, this will affect the delivery time, normally take one or two days for this. When the parcels arrived Hong Kong Airport for prepare delivery, massive amount of parcels will be collect and sorting for category, will take at least one day for this, so please refer to our SHIPPING SCHEDULE for delivery time.

For the charge cost of refund amount base on above case, we make a table to separated from Paypal and Credit Card:

Paypal

Credit Card

Paypal User Inside U.S:

Total Order Amount - ( 2.9% + 0.3 USD or 0.35 EURO )

Total Order Amount - ( 3.4% + 0.3 USD or 0.35 EURO )

Paypal User Outside U.S:

Total Order Amount - ( 4.4% + 0.3 USD or 0.35 EURO)

Please understand us, once you made the order, the payment company instantly charged the Transaction Fee via our merchant account, so we won't provide full refund for customers with above reasons to cancel their order.

Cute Wares is dedicated to providing our customers with the best service. Don't hesitate, Contact our Customer Service Department first.

To ensure speedy service, please have the following information ready when you email to our Customer Service Department:

Your order number.
Product name of the item you wish to return and refund.
Your name, address, phone number and e-mail address.
Reason for requesting a Returns (Defective Item, or Unopened Item Return).

If for some reason you would like to return your item(s) you will have 15 days in which to do so. Please always contact us by e-mail first before sending back any item. Please send all items in perfect condition back including all tags and packaging and unused.

RETURNS FAQ

Q: How about "Out of Stock/Sold Out Policy" ?
A: If the rare case happens that an item you ordered is out of stock, we will contact you before we ship your order to discuss a possible replacement or refund of that item.

Q: How about "Faulty/Incorrect Goods" ?
A: Our goal is for you to have a perfect shopping experience. If we make a mistake with your order, please let us know so that we can make things right. Please do not return products without contacting us first by e-mail.If items in your order are damaged on arrival or we sent you an incorrect item, we offer a refund or replacement. In this case, you must notify us within 15 days of arrival.If for any reason a replacement is not available a full refund including original postage cost will be offered. Please allow 2-3 working days for us to process your refund.For all other enquiries please email us at info@cutewares.com.

Q: What can I do if I receive a damaged item?
A: If you receive a damaged or defect item, please contact us immediately by email and if possible send us photos as well so we are able to see the damage. In most cases we will ship the item once again and you can keep the damaged item. There is no need to send the damaged item back to us as the return shipping costs are usually too high.

Q: My item was damaged during shipping. What can I do?
A: Despite our outermost care, sometimes it happens that an item is damaged during transportation to your place. In this case we replace the damaged item for free and send the item once more.
Please pay attention to the following steps:
If your items are delivered with obvious transportation damages, please complain to the delivery company immediately and contact us by email. You help us to claim the problem with the transportation company. Thank you for your understanding and assistance.

Q: I don't like my item, what can I do?
A: Should you, contrary to expectations, don't like an item, please send us the item back within 15 days of reception. Please contact us by email as well and we will refund you the complete amount (excl. Shipping costs).

SHIPPING AND RETURNS