Frequently Asked Questions

What are your shipping options?

Orders are typically processed within 1-2 business days. Shipping times vary depending on your location within New Zealand. You'll receive tracking information via email once your order ships so you can monitor its progress.

 

How much does shipping cost?

Shipping costs are calculated at checkout based on your order size. Currently, we offer two flat shipping options: $7 for small items (cards, earrings, or small bags) and $10 for larger bags.

 

Do you ship internationally?

Currently, we ship within New Zealand only. We're working to expand our shipping options in the future.

 

What is your return policy?

We want you to love your purchase! If you're not completely satisfied, please contact us within 7 days of receiving your order. Items must be unused and in original condition for returns or exchanges.

Returns are free if the item has any issues from our side. For change-of-mind returns, return postage is covered by the customer.

 

How do I return or exchange an item?

To initiate a return or exchange, please contact us with your order number and reason for return. We'll provide you with instructions and, if applicable, a return authorization. Once we receive and inspect the returned item, we'll process your refund or exchange promptly.

 

How long does it take to process a refund?

Once we receive your returned item and confirm it meets our return policy requirements, refunds are typically processed within 5-7 business days. The refund will be issued to your original payment method.

 

Can I exchange an item for a different size or style?

For upcycled denim items: Since every piece is unique, exchanges are subject to product availability. We'll work with you to find a suitable alternative based on our current stock.

For lacquer earrings: for hygiene reasons, we do not accept returns or exchanges for change of mind. 

For 3D cards: Exchanges are available based on our current stock of the same design or alternative designs you prefer.

Please contact us within 7 days of receiving your order to arrange an exchange. Exchange shipping costs follow the same policy as returns.

 

Do you offer custom orders?

We plan to offer custom orders once our business is more stable. Stay tuned for updates!

 

Why choose upcycled products?

Choosing upcycled products helps:
• Reduce textile waste in landfills
• Decrease demand for new resource-intensive materials
• Support sustainable fashion practices
• Own a unique, one-of-a-kind piece
• Reduce your environmental footprint

 

Are your products made in New Zealand?

While Cuty is based in New Zealand, our products are made across both Vietnam and New Zealand. Our 3D cards and lacquer earrings are made in Vietnam by skilled makers, with final hand-finishing completed right here in New Zealand. Our denim bags are made in both Vietnam and New Zealand, depending on the design. Every item is carefully checked before it reaches you.

 

How can I contact you with other questions?

We're here to help! Feel free to reach out through our contact page or email us directly at support@cuty.co.nz. We typically respond within 24 hours.