Frequently Asked Questions

This FAQ applies to purchases made via the website operated by SECRET FURNISHING PTE. LTD. (under the Cushlino brand).

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?

Currently, we ship to selected regions in Europe.

How long does delivery take?

Delivery typically takes 5 to 12 business days, depending on the destination country and local customs processing. All orders are processed and shipped via reputable international carriers such as DHL, FedEx, UPS, or equivalent priority shipping services.

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 exceeds the standard delivery timeframe, please contact our support team. We will immediately initiate a formal inquiry with the carrier. 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 (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 item(s) to be returned.

Return shipping costs: Unless the item was damaged or defective upon arrival, 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 item, we will process the refund to your original payment method within 5–7 business days.

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

If your 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 product 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 handle the situation flexibly 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 been processed by the warehouse, we are unable to cancel or change it. 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