Refund policy
Personalized and Non-Personalized Products
Our policies differ for personalized and non-personalized products. Please read carefully.
Mock-Up Approval Process
- If you select the mock-up approval option, we will send you a design for approval. If we do not receive a response within 72 business hours, we will proceed with your order based on the details provided.
- If you do not select the mock-up option, we will create and ship your order with the personalization details entered.
Order Errors
- If there is a mistake on our part, we will correct it.
- If the mistake is due to incorrect details provided by the customer, no returns, exchanges, or refunds will be offered.
Return Policy
We have a 30-day return policy for non-personalized items. This means you have 30 days after receiving your item to request a return. Personalized items are not eligible for returns.
Eligibility for Returns
- Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
- You will need the receipt or proof of purchase.
How to Start a Return
Contact us at info@cutpie.com to initiate a return. If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return Address
Cutpie
Calle de Martinez Izquierdo 20, Bajo Derecho
Madrid, Madrid, 28028
Spain
For any return questions, contact us at info@cutpie.com.
Damages and Issues
Inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right.
Exceptions / Non-Returnable Items
- Custom products (such as special orders or personalized items) cannot be returned.
- Sale items or gift cards are also non-returnable.
Exchanges
To ensure you get what you want, return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@cutpie.com.