Return & Refund

THANKS FOR SHOPPING AT CUTIEKILL.

We have high quality control standard to make sure all the products we ship in perfect conditions. If you are unsatisfied with your order, we'd like to help and find resolution.

Please read through our policy carefully as you are agreeing to this when you make a purchase with us.

1. Order Return: 

1). All return or exchange requests must be initiated within 14 days of delivery date. Requests submitted after this period may not be eligible for return or exchange approval. However, there are some exceptions as follows(⭐Important):

• Socks/Tights/Legwarmers, Pajamas, Clearance, Lucky Box, Issued Gift Cards are strictly non-returnable and non-exchangeable.

2). We only accept the returning items as follows:

• Items are in their original condition. (all tags attached and original package)
• Items are unworn, unwashed and unstained. Must be free of any fake tan, makeup, smell of perfume or deodorant marks on it.

Our return team has the right to refuse any returned item that does not meet the original condition.

3). Please note that customers are responsible for the cost of returning shipping fees. We recommend using a trackable, insured shipping method. 

4). If your return is accepted, our customer service team will provide you with the returning address. Please use a tracked method of postage to ensure it reaches us safely as we are not responsible for lost, stolen or undelivered parcels.

2. Defective items or incorrect items must be reported within 48 Hours of delivery.

• You will receive a free replacement. If the items not in stock, a store credit will be issued.
• When contacting us about a defective or wrong item, please include photos of the defective/ wrong item, packing slip, and packaging for faster service. You must contact us within 48 hours of receiving a defective/wrong item in order to receive a replacement free of charge.  

3. Problems with fit or color caused by sender, we will bear all the responsibility. We will send you a new package and you don't need to pay anything.

• Returns for refund cannot be made because the size does not fit or you do not like the merchandise.
• If you choose the wrong size, unfortunately we cannot offer a free exchange.
• You are responsible for paying your own shipping cost to return. When we receive the returned item, we will arrange a new shipping with a replacement charge (50% of the exchanged product).
• Shipping costs are unable to return or reimburse once your order has been shipped out.
• Considering the expensive shipping and time-consuming return, you may apply for a favorable discount to make a new order.
• We do not accept returns and exchanges for lingerie, stockings/tights/leg warmers.

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.

4. We can cancel or amend the order before shipment. Please send us your request to info@cutiekillshop.com immediately after placing the order, no longer than 48 hours.

• About cancel order: There is a 6% + USD$0.3 refunding processing fee charged by the Credit Card Payment Service Provider. ( You can also choose the full-refund in the form of store credit.)
• We are unable to amend any delivery details or cancel your order once the order has been processed. Please make sure your shipping address information is correct before placing your order. 

  

5. Once your order has been shipped, we are no longer responsible for the package but will assist with tracking updates and provide estimated delivery information.

1) We are not liable for any lost or stolen package cases after the tracking status shows "Delivered". Please contact your local post office or delivery carrier to file an investigation. We do not accept refund requests based solely on "Not Received" claims when the tracking information confirms successful delivery. We will do our best to assist you in resolving the issue.

2) If a parcel is undelivered, refused by the recipient, or returned due to an incorrect/incomplete/restricted address, failure to collect the package, or any other reason caused by the customer's responsibility*, the following conditions apply:

• Original shipping charges are non-refundable once the order has been shipped.
• Customers are responsible for any reshipping charges if a new shipment is requested.
• Any carrier return fees, disposal fees, or related charges may be deducted from any eligible refund.

*Customer's responsibility includes providing incorrect or incomplete shipping information, refusing delivery, or failing to respond to pickup requests from the local post office or carrier.

Please kindly note that a "Returned to Sender" status shown in tracking does not necessarily mean that the package will be returned internationally to our shop. In most cases, it refers to a return to a local carrier facility in your country. Depending on the carrier's policy, some facilities may offer redelivery with an additional charge, while others may not provide further delivery options and may dispose of the package. We will keep monitoring the situation and assist you with the best possible solution.

3)  Missing Package. If the package can not be delivered within 60 days, please contact us immediately. We need to check the details with our carrier. Then we'll re-ship or refund to you If it turns out that the package was lost by post office.

6. Refund: All returns are refunded via store credit in the form of E-Gift Card from CutieKill (the value of the item/s returned) or to your original payment method (the refunding processing fee would be deducted）.

Any after-sale issue regarding defective, incorrect, damaged, or missing items must be reported within 48 hours of delivery. info@cutiekillshop.com

For general return requests, please refer to the return window stated in this policy.

7. European Union (EU) Customers 

Customers located in countries included in our EU market may request a return within 14 days after delivery of the final item in their order and may cancel an order before fulfillment. Return and cancellation requests can be submitted through the customer account section of our website. Customers remain responsible for return shipping costs unless otherwise required by applicable law.

Anyway, you are always welcome to contact us for help, and we'd love to help, offer a happy solution, because we just want you have a happy shopping experience with us.