FAQ

FAQs of www.cuirasex.com
Last Updated: June 16, 2023

Delivery

In which countries do you deliver?

CUiRASÉX is pleased to offer free international shipping to more than 80 countries worldwide. We are standing by to assist you with bringing your order home or delivering it to your loved ones anywhere around the globe.

What are delivery methods, times and costs?

Unless specified otherwise, all CUiRASÉX products are made-to-order and require a six to twelve-week minimum lead time.  Please see each item's product detail page for individual product lead time, and shipping service. CUiRASÉX currently uses multiple courier partners, depending on the shipping country and service selected at checkout. Delivery can take place in 3-5 business days.  Orders are usually picked packed and ready to ship within two business days of completing your order except during holidays which can take up to 3-4 business days.  A business day is considered to be Monday through Friday, excluding holidays.

When will I receive my order confirmation?

Once your purchase has been completed, an e-mail confirmation will be sent to the email address that we have on file for you. This email acts as an invoice and includes your order number. If you did not receive an email confirmation upon placing an order please reach out to our Customer Care at customercare@cuirasex.com.

How do I track my orders?

Our delivery time starts from the moment an order is accepted and includes a 24-hour period where your order will be processed and sent to our atelier. Please note, this can take longer during the holiday season.  Upon completion of your order and pick-up by our carrier, you will receive an email containing your tracking information to help you monitor its progress.  You can keep track of your order's status by logging in to the “Track Order” page of your account.

How do I change my delivery address?

Please note that the content of your order and the delivery address cannot be changed once the order has been placed.

What happens when I’m not available at the time of delivery?

CUiRASÉX will keep your purchase safe until it reaches you. Your order is insured against theft and accidental damage during delivery. Once your purchases have been delivered to the specified address and signed for, they are no longer covered by insurance. If you are not available on the day your order is scheduled to be delivered, you can reschedule a delivery for a day of your choice (Monday to Friday):

  1. Log in to the courier website (indicated in the email you received once your order is shipped)
  2. Enter the tracking number of your parcel.
  3. Choose a new delivery date.

If you are not available on the delivery day, a delivery notice will be placed in your mailbox. Another delivery will be automatically planned the day after between 8am and 6pm. One additional delivery is possible. Please be aware that if no signature is collected, you agree to our terms and conditions and take full responsibility for any loss or damage that may occur. Please note, orders containing items of high value may still require a signature, even if you did not select to sign for your order on arrival.

Are there shipping restrictions for some countries?

Please note that some countries require the client’s ID, registration or identification number once the parcel goes through customs at the country of destination. To avoid possible delays, please make the aforementioned documents available to our delivery partner, when they contact you. This is the case for the following countries:

  • Argentina
  • Brazil Columbia
  • Israel
  • Norway
  • Qatar
  • Saudi Arabia

Products composed of materials protected by the Washington Convention (exotic leather and fur) will be shipped with their corresponding CITES certificate. Please note specific materials may be banned from some countries.

Are taxes and duties included in your prices?

International/
Our shipments are DAP (Delivery at Place) or DDU (Delivered Duty Unpaid), which means that the duties and taxes are not included in the final price. As such, the recipient of the shipment must take charge of any eventual import duties fees, and taxes incurred upon delivery.  This charge is determined by your local customer authority and payment of these fees is obligatory if you wish to obtain your shipment.  For further information, please consult your local custom office.

China/
For orders that are placed within China, customers will be charged value added taxes. Since CUiRASÉX’s products are handcrafted in China, orders from China will not be subjected to any duties upon delivery, as the shipment is not traversing any borders.

United States/
By placing an order with us, you acknowledge that this sale occurs outside the United States, and that you are importing your order for non-commercial (personal) use. You also acknowledge that you will be listed as the importer for US Customs and Border Protection purposes and that your order will be imported into the United States in accordance with the necessary customs requirements.

To simplify this process, your order indicates your agreement to authorize CUiRASÉX to appoint a designated carrier/customs broker, where applicable, as your unpaid agent for customs purposes by executing a power of attorney applicable to a single non-commercial shipment. Your order serves as an electronic signature indicating your agreement to the following, as required by US Customs and Border Protection:

“The designated carrier/customs broker is hereby authorized to execute, as an unpaid agent who has knowledge of the facts, pursuant to the provisions of section 485(f), Tariff Act of 1930, as amended, the consignee’s and owner’s declarations provided for in section 485 (a) and (d), Tariff Act of 1930, as amended, and to enter on my behalf or for my account the goods described in the attached invoice which contains a true and complete statement of the facts concerning the shipment.”

Your authorization permits the carrier/customs broker to file on your behalf: (i) an administrative entry under section 321 of the Tariff Act of 1930, if eligible (see below); (ii) an informal entry pursuant to section 143.21 of the Customs Regulations, if eligible; or (iii)the formal entry for any order that is over $2,500, or otherwise requires formal entry.

You are responsible for any U.S. duties, taxes and fees that may be due under U.S. law. Shipments to the U.S. of goods that are valued at US$800 or less may be imported without the payment of duties and taxes subject to certain restrictions, pursuant to section 321 of the U.S. Tariff Act of 1930 (“Section 321”). These restrictions include the following:

  1. A single contract or order addressed to the same individual that exceeds US$800, cannot be split into more than one shipment to avoid the payment of duties and taxes;
  2. Individual orders addressed to a same individual that are consolidated by the shipper or carrier on a single bill of lading (“B/L”) or air waybill (“AWB”) will be treated as a single shipment and will not be entitled to Section 321 treatment if the total value exceeds US$800; and
  3. If there are individual B/Ls or AWBs, the shipment will qualify unless there are several B/Ls or AWBs addressed to same individual with shipment on the same day and the total value of these shipments is over US$800, in which case U.S. Customs and Border Protection will treat them as a single shipment.

Do you deliver to PO boxes, APO (Army Post Office), or FPO (Fleet Post office)?

CUiRASÉX is unable to deliver to PO boxes, Army Post Office, and Fleet Post offices.

Returns & Exchanges

How do I exchange an item?

Unless specified otherwise, all CUiRASÉX products are made-to-order, and therefore can not be returned or exchanged.

What can I do if my order arrives damaged, incomplete or faulty?

Before shipping your order, our warehouse inspects to make sure the items are in top condition.  If you believe your order arrived defective, incomplete or different from what you bought, we invite you to contact us within 24 hours following the reception of the order. Send us the unboxing videos and photos of the product and its packaging, we will help resolve the issue as soon as possible.  Please see the guidelines for claims below.

IMPORTANT GUIDELINES FOR CLAIMS:

To ensure a smooth resolution process for any issues related to damaged or incorrect products, partial orders, missing items, or quantity discrepancies, we kindly request you to follow the instructions below:

  • Please note that an unboxing video is mandatory to be eligible for an exchange or claim regarding the product.
  • Do not accept the package if it appears tampered with or damaged upon delivery.
  • An unboxing video is required for all claims related to your order.
  • Ensure that the video is taken from a distance to capture the complete process of opening the package.
  • The unboxing video should cover all sides of the package and must be recorded in a single take without any pauses or cuts. Please carefully inspect the product during the video recording. Once you are satisfied with your order, you may stop the video.
  • Start the unboxing video from the moment you begin opening the parcel and continue until you have thoroughly inspected the contents. If you notice any issues with the product, kindly capture them in the video.
  • If you have received a defective item, damaged goods, the wrong product, a partial order, or if any items are missing or the quantity is incorrect, please submit the video within 24 hours of receiving the delivery.
  • For any items that may have been damaged during shipping, we will gladly provide a replacement. However, it is essential that you send us the unboxing video as evidence.
  • In the case of any missing or broken items, we will initiate a refund or exchange only after reviewing the 360-degree opening video.

We appreciate your cooperation in providing the unboxing video as it helps us evaluate and resolve any issues promptly.

Defective goods must be returned with their original packaging.  Merchandise must be unused, unworn, unwashed, and in an unaltered condition.  All original tickets, packaging, certificate of authenticity, dust bags must be included and a copy of your invoice must be enclosed with your Return Merchandise Authorization Number (provided by our Customer Service) clearly documented.  You have 14 days to return an item/items once you have received your order.

How do I return a defective, incomplete or faulty item?

To initiate a return, simply follow the steps below:

  • Please email customercare@cuirasex.com to request an Return Authorization (RA#).
  • Provide your RA# on the return form that was included in your shipment.
  • Prepare your parcel: Place the item(s) inside the parcel. Remove the original CUiRASÉX shipping label then stick the courier return label that accompanied your order on the outside of your parcel.
  • Fill in the Proforma Invoice Return with the quantity and total amount of the returned item(s). Date and sign this Proforma Invoice Return before inserting it into the clear plastic pouch. Make sure to place the plastic pouch outside of the parcel.
  • Contact the courier to arrange a pick-up at your preferred date and address. Please refer to the return guide included in your parcel.

Can I cancel or modify my order?

Unless specified otherwise, all CUiRASÉX products are made-to-order, thus your order cannot be canceled or modified once it has been confirmed. If a cancellation is possible, you will not be debited.

When will I receive my refund?

Only orders that arrived defective are eligible for refunds. Refunds are issued within 14 business days to count from the arrival of your returned parcel at our workshop. Quality assurance checks will take place before all refunds are processed. The returns which do not fulfill the conditions outlined above will be rejected and sent back to the customer.

Will I be refunded the full amount I paid?

For an order that has been proven defective, we will refund the full amount of the product on the payment method used at the time of purchase, including taxes, duties, and the shipping.  You will be informed via email once we issue the refund.  Orders can only be refunded to the original form of payment and issued to the person who placed the order. It may take up to 10 business days for the funds to show in your account. The variation in time to complete the refund process depends on your card issuer and unfortunately, we have no influence on this delay.  Quality assurance checks will take place before all refunds are processed. The returns which do not fulfill the conditions outlined above will be rejected and sent back to the customer.