Returns and Refunds Policy
Returns and refunds
From the date your package is delivered, we offer returns within 30 days. You can return your product for store credit, a different product, or a refund to the original payment method.
We do not cover the cost of return shipping and this is the responsibility of the customer.
If you want to return the product for a more expensive product, please let us know and we can organise payment for the difference.
Please note the following exceptions to our return and refund policy:
- Returned items must be returned in original packaging. If the product comes in a sealed cellophane bag then this must remain unopened to be eligible for refund due to sanitary reasons.
- Returned items must have no visible signs of wear or use. Damage due to poor packaging on return is customer's responsibility and will not be eligible for refund.
- Custom products such as Custom Pet Accessories are not eligible for refund.
To initiate a return, please complete the following steps:
- Reply to your order confirmation email to request which products you would like to return.
- We will send you the return address.
- Send all items back to the return address with a mention of the order number somewhere on the packaging.
- Once we receive the return, we will inspect for any use, wear or damage.
- If the product is eligible, we will issue a refund to the customer immediately and notify them. The refund will be issued to the customers original payment method and can take a few days to enter their account depending on the payment method chosen.
Lost or damaged returns are the customers responsibility.
For all questions and concerns, please contact mail@cuteryko.com.
Custom Orders
Orders on custom products such as our custom pet accessories are not eligible for refund. If there is an issue, please contact us and we will do our best to resolve the issue.
Shipping insurance
Shipping insurance provided by Captain Insure is available on all orders. Customers who have selected shipping insurance will receive swift replacement or refund in cases of damage, loss, or theft.
For customers without shipping insurance, we may attempt to launch a claim with Royal Mail which can sometimes take several weeks to be resolved.
Damaged items
In the event that your order arrives damaged in any way, please email us as soon as possible at mail@cuteryko.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at mail@cuteryko.com.
My package was returned to sender
Packages can occasionally be returned to sender in cases where the customer enters an invalid address or the package is not claimed. We accept no responsibility for the package in these cases.
In cases where we receive a package that is returned to sender, we will contact the customer as soon as possible. We will rearrange re-delivery to a valid address or provide a refund for returned items minus a restocking fee. The delivery fee will not be refunded as this was already used to send the package originally.
The restocking fee is 15% of the value of each restocked item.