FAQs

1. Where is your company from/located?

Cutiekill is a small business located in Shenzhen, China. We were a local shop in 2015 and started international online business since 2016. 

 

2. Where do you ship from?

We ship from our warehouses in Shenzhen, and Guangzhou. 

 

3. Will you email me with a tracking number when my order is shipped?

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.

 

4. Do you offer international shiping to my country? 

We offer international shipping in most countries. If shipping to your country is not available, we will email you for order cancelation and full refund. 

 

5. How long will it take to receive my order?

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

Processing: 1-3 business days not include holidays or weekends 

Shipping: 8-20 business days. It depends on the flight to destination country and actual local delivery. As a reminder, sometimes packages experience postal delays that are out of our control, like COVID-19 delays.

  • 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.

 

6. How to cancel the order?

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.

 

7. Why was my order divided into two or more packages?

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.

 

8. The tracking information hasn't been updated for a long time?

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. We will try our best to help updating info for you.

 

9. How can I score a discount?

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

 

10. You are always welcome to contact us if you have any questions. 

    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. 

    Contact us cick here

    Working time: 9am - 6pm, from Monday to Friday.

    Irregular online in instagram at weekends.