Frequently Asked Questions

This FAQ applies to purchases made via the website operated by Cushlino.

What payment methods are accepted?
We accept the following secure payment methods:

Visa

Mastercard

American Express

Apple Pay

Google Pay

Selected local e-wallets available at checkout

All payments are securely processed via PCI-DSS compliant online payment gateways.

Where do you ship to?

We currently ship to locations within Europe.

How long does delivery take?

Delivery typically takes 5 to 12 business days, depending on the destination country and local customs processing times. All orders are processed and shipped via DHL, FedEx, UPS, or equivalent internationally recognized premium logistics providers.

Will I receive tracking updates?

Yes. Once your order has shipped, we will send a shipping confirmation email to the address provided at checkout, containing your tracking number and a tracking link. You can view key status updates—such as dispatch, transit progress, and local delivery status—at any time.

What happens if delivery takes longer than expected?

If your order delivery exceeds the standard timeframe, please contact our customer service team. We will immediately initiate a formal inquiry with the logistics provider. If the package is confirmed lost in transit or permanently delayed, we will offer you the choice of a full refund or a free replacement shipment.

What is your return policy?

In accordance with consumer protection regulations, customers have a 14-day period from the date of receipt to return items (i.e., to withdraw from the purchase).

How to request a return: Return requests must be submitted via email within this 14-day window, including your order number and details of the items you wish to return.

Return shipping costs: Unless the item was damaged or defective upon delivery, the customer is responsible for return shipping costs. Returned items must be in their original, unused condition and in their original packaging.

Refunds: Once we receive and inspect the returned items, we will process the refund to your original payment method within 5–7 business days.

What should I do if there is an issue with the item I received?

If the item arrives damaged, defective, or does not match your order, please contact our customer support team via email within 48 hours of delivery. Please provide your order details along with clear photos of the item and its packaging. Once verified, we will arrange a free replacement or a full refund at no additional cost to you.

Do I need to return the item to request a refund or replacement?

Generally, returning the original item is required to process a refund or replacement. However, if photos confirm that the item was damaged during transit or has an obvious manufacturing defect, our customer support team may offer a flexible solution to ensure a smooth experience for you.

Do you accept order modifications or cancellations?

Orders can only be modified or cancelled before they enter the preparation and processing stage. Once an order has shipped or the warehouse has begun processing it, we are unable to cancel or change the order. In such cases, you may follow our standard return process after receiving the package.

How can I contact customer support?

If you have any questions or need assistance, please feel free to contact our team:

Phone: +65 65114894
Email: throw@cushlino.com