Return & Refund Policy

1. Made-to-Order Products & General Eligibility

1.1. Most items are made to order. As such, we do not accept returns for change-of-mind, size preference, or ordering errors, except where required by applicable law.
1.2. This does not affect your rights for defective, damaged, or incorrect items, which are always eligible for a remedy (replacement or refund).

2. Order Changes & Cancellations

2.1. Orders may be modified or canceled within four (4) hours of placement.
2.2. After four (4) hours, orders enter production and can no longer be modified or canceled.
2.3. To request a change or cancellation, email contact@cuccico.com with your order number.

3. Defective, Damaged, or Incorrect Items

3.1. If your item arrives defective, damaged, or incorrect, contact us at contact@cuccico.com within fourteen (14) days of delivery.
3.2. Please include your order number and clear photos/videos showing the issue.
3.3. Upon approval, we will offer a replacement at no cost or a full refund to your original payment method.
3.4. For approved defective/incorrect items, we cover return shipping or provide a no-return resolution where appropriate.

4. Returns Due to Customer Preference (If Approved)

4.1. Because items are made to order, we generally cannot accept preference-based returns (e.g., wrong size, changed mind).
4.2. In rare, pre-approved cases, items must be unused, unwashed, and in original condition with tags/packaging.
4.3. Customer is responsible for return shipping and may be charged up to a 15% handling fee to cover processing costs.
4.4. Returns sent without prior authorization (RMA) may be rejected.

5. Return Authorization & Address

5.1. Do not return items to the sender address on the package.
5.2. Contact contact@cuccico.com to obtain a Return Merchandise Authorization (RMA) and the correct return address.
5.3. Unauthorized returns may be refused.

6. Refunds (Timing & Method)

6.1. Once a return (if required) is received and inspected, we will notify you of approval or rejection.
6.2. Approved refunds are issued to the original payment method within 5–10 business days. Processing times may vary by bank or card issuer.
6.3. If you have not received a refund after our confirmation, please first check with your bank/card issuer.

7. Reporting Window

7.1. You must report defects, damage, incorrect items, or missing packages within fourteen (14) days of the delivered date shown by the carrier.
7.2. After this period, we may be unable to investigate with carriers or offer a remedy.

8. Lost Packages

8.1. A shipment is considered lost if there are no tracking updates for fifteen (15) business days for U.S. deliveries or twenty-one (21) business days for international deliveries.
8.2. If tracking shows “Delivered” but you did not receive the package, please open a non-receipt claim with the carrier and email us the case number. We will assist with next steps.
8.3. Orders with incorrect or incomplete addresses provided by the customer are not eligible for replacement or refund due to non-delivery.

9. Incorrect/Missing Address

9.1. If a parcel is returned to sender due to an incorrect or missing address, we can reship to the corrected address; additional shipping costs will apply.

10. Statutory Rights

10.1. This policy does not limit any rights you may have under applicable consumer laws.
10.2. For customers in the EU/UK/EEA, the right of withdrawal may not apply to goods made to the consumer’s specifications or clearly personalized. Defective/incorrect items remain fully covered.

Contact
For assistance, please email contact@cuccico.com with your order number.