FAQs

Cutiekill is a small business located in Shenzhen, China. We were a local shop in 2015 and started international online business since 2016. Started as a store in marketplace Storenvy (https://cutiekill.storenvy.com), we built up our own site here in 2020. This is a real human way, honest, kind and happy place for fashion. ❦

We ship from our warehouses in Shenzhen, and Guangzhou.

We offer international shipping in most countries. There is a shipping notice at checkout page. You won't get charged if shipping is not supported.

You will get a confirmation email when you have placed your order, and another email with tracking info when your label has been printed. Once you receive the shipping email please allow 48-72 hours for updates to appear.

Due to COVID-19, we only ship by guaranteed pioritity airmail.

Processing: 2-4 business days not include holidays or weekends

Shipping: 8-20 business days. Sometimes there may be delays due to the shipping carrier or international events/customs sorting.

You will get a confirmation email when you have placed your order, and another email with tracking info when your label has been printed. Once you receive the shipping email please allow 3-5 days for updates to appear.

To US/ AU/ CA/ DE, it takes 7-20 business days to be delivered.

To other countries, it takes 10-30 business days to be delivered.

Note: Once your order has been shipped, we are no longer responsible for the package but help tracking to estimate the time of arrival. If you are not home for a delivery, or your package is stolen from your residence, we are not responsible. Please make sure to be available for the delivery of your package or arrange a pickup through the shipping carrier (pickup not available at all locations). If your package is lost, please file a case with your local post office. If it has been returned to sender by unknown reason, we will issue a store credit for the order within 7 business days.

If you received only part of your order, please don't worry!Orders might be divided into different packages due to a difference in processing time or there are too many items in your order which need to be divided according policy of carrier. All packages come with tracking information and we will update you when your order divided into several packages.

Immediately after your order is placed, an Order Confirmation email will be sent to you. Your order begins getting processed immediately. If you want to change/cancel order, make sure you contact us within 24 hours. Once it is shipped, we do not issue refund or cancellation.

As it is international shipping, the shipping will take some time to be updated when it is in transit or in the customs checking. Also it will take time to get the updated info from the shipping company. After we ship your package out the responsibility goes to your local post office. But we will try our best to help contact the shipping agent as well as the post for you.

Join our mailing list here and follow us on our Instagram @cutiekill.official

If you are emailing to us for some items or order details, please make sure to provide item link or titles, order number details, so we can respond correctly and quickly. Thank you.

We always make sure to check every item before it is sent but there may be some mistakes that slip out. Defective items or wrong items, caused by the seller. In this case, you will receive a new item, and if the items not in stock, a store credit will be issued. Please contact us at info@cutiekillshop.com with clear pictures of the damage within 48 hours of receiving the package.

If we send the wrong color or size, in this case we bear the responsibility for replacement. If we ship as ordered, we are afraid it is not accepted to return or refund. All of our items are produced based on Asian Size Standard measurements as we work with asian factories. Please keep in mind that common asian size is considerably smaller than Europe/US! There may be 2-3cm size difference due to manual measurement. Each product comes with its own detailed measurements. Please do check carefully the detailed size measurements of each product. We do our best to describe and photograph the items. Inquire if more measurements suggestion or detailed information is needed.

If you ordered wrong size accidentally and you really want to exchange for a correct size, you are responsible for paying your own shipping costs to return. Shipping costs are non­refundable. When we receive the returned item, we will arrange new shipping with a replacement charge $10-25. Considering the expensive and time consuming return shipping, we would like to offer a discount store credit for you to make a new order.

We ship only by guaranteed priority airmail with tracking information, usually 8-20 business days. Sometimes there may be delays due to the shipping carrier or international events/customs sorting.

Considering the package has arrived your local place, we recommend to check your neighbor's first or contact your local post office with your tracking number.

Once your order has been shipped, we are no longer responsible for the package but help tracking to estimate the time of arrival. Wrong address caused by sender, we will bear all the cost and solve everything for you. But if wrong or incomplete address caused by you, we are not responsible. We try to do what we could help. If you are not home for a delivery, or your package is stolen from your residence, we are not responsible. Please make sure to be available for the delivery of your package or arrange a pickup through the shipping carrier (pickup not available at all locations). If your package is lost, please file a case with your local post office. If it has been returned to sender by unknown reason, we will issue a discount store credit for the order or resend with an extra charge of shipping within 7 business days.

Please make sure to double check your address before placing your order. Unfortunately if the package cannot be delivered due to an incorrect address, the shipping company will destroy your package.The tracking number may update as “return to sender” by default but sadly it will not be returned to us. It only means a return to the facility of your country. Some of the facilities may offer re-delivery with an extra charge, while some do not, but destroy the package directly. They will not return internationally to our shop free, due to COVID-19, international shipping is very difficult and extremely expensive. We cannot refund or reship in this situation. We have many reminders on the site to help avoid incorrect addresses :)