FAQ
Warranty & Repairs
Is there a warranty on my CUÜN jewelry?
Yes, we stand by the quality of our craftsmanship. We offer a 90-day warranty that covers breakage of bracelets and necklaces. In the rare event that your jewelry breaks within this period, please email to hello@cuunofficial.com with your order number and a photo of the damaged item. We will work with you to assess the situation and provide a suitable solution.
Please be advised that we reserve the right to assess the eligibility for warranty coverage of the product. It's important to note that the warranty does not cover:
- discoloration, cracks, or inclusions in natural gemstones
- damage caused by improper handling or storage
- general wear and tear
- lost/ missing items
How much is the repair fee?
If your jewelry requires repair within the warranty period, we provide this service free of charge. In cases where the warranty is no longer valid, we charge a nominal repair fee of $12. This fee covers the cost of materials and craftsmanship required to restore your jewelry to its original condition.
Return & Exchange
What is your return policy?
We now exclusively offer store credit for returns, providing flexible options that never expire and can be utilized for any future purchases on our website. Our commitment is to process all returned orders within 7 working days upon receiving the return, ensuring a swift and efficient resolution for our customers.
Customers have 30 days from the date of receipt to initiate a return. To initiate a return, please email to hello@cuunofficial.com with your order number and we will guide you through the process.
Please be informed that a flat return fee of $8 will be deducted from the refund amount to cover processing costs. This ensures a smooth and efficient return experience, reflecting our commitment to quality service for our customers.
Please note that personalised items are deemed final sale and are ineligible for refunds, returns, or exchanges. Additionally, original shipping costs, along with duties and taxes for international orders, are non-refundable.
Please be advised that we reserve the right to evaluate return requests. This policy ensures fair and responsible handling of all return transactions. We appreciate your understanding and cooperation.
What is your exchange policy?
Your satisfaction is our priority, and we want you to love your purchase from us. If, for any reason, you wish to exchange an item, we offer a hassle-free exchange policy within 14 days of delivery. Please ensure the item is in its original condition.
To initiate an exchange, please email to hello@cuunofficial.com and we will guide you through the process.
Shipping
When will my order be shipped?
All our items are made-to-order with careful attention to detail. We strive to ship your order within 3-4 business days from the date of purchase. Please note that the actual shipping date may vary based on our production and fulfilment capabilities. Rest assured, we are committed to ensuring the quality of your purchase, and we appreciate your patience as we work diligently to deliver a product that meets our high standards.
How can I track my order?
Once your order is shipped, you will receive a confirmation email with tracking details to monitor its journey to your doorstep. If you have any specific concerns or requests regarding the shipping timeline, feel free to reach out to our customer support team, and we'll be happy to assist you.
Do you ship internationally?
Yes, we do. We offer international shipping to bring our products to customers around the globe.
What if my package is lost or delayed?
In the rare event that your parcel is lost or experiences an unexpected delay, we're here to assist you. If you notice any unusual delays beyond the estimated delivery time, please contact us HERE, providing your order number and details. We will initiate an investigation with the shipping carrier to locate your package promptly.
Can I change my shipping address after placing the order?
If you need to make changes to the contact information or shipping address entered during checkout, please email to hello@cuunofficial.com as soon as possible after placing your order for assistance.
Contact
Still have questions? We're happy to help! Please contact us and we will get back to you soon.