1 (844) 326 6005
Mon-Fri: 9am-6pm PST
291 Geary St., Floor 2,
San Francisco, CA 94102
Mon-Fri: 10am - 6pm PST
Sat: 11am - 6pm PST
Showroom will be closed on Monday May 25th in observance of Memorial Day.
No appointment necessary.
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How do I place an order?
After creating an account with Cuyana, you may select your desired product and ‘Add to Bag’. Then you may continue shopping, add additional products or ‘Proceed to Checkout’.
How fast will my order be processed?
We process all orders placed before 3PM PST (on weekdays and non-holidays) the same day that the order is placed. Please note that we do not process, ship or deliver orders on Saturdays, Sundays or holidays.
What products can be monogrammed?
Many leather and canvas items may be monogrammed; such as leather totes, travel case sets, passport cases, wallets, overnight bags and weekender bags. All monogrammed products are final sale. Please look for the “Add Monogramming” button on the product pages on the lower right hand corner. You may also visit our ‘Personalization Shop’ to view all products that may be monogrammed.
What does the monogram look like?
Cuyana offers triple letter monogram in classic block letters. For classic block monograms, all the letters are the same size and typically appear in the following order: first name, middle name, last name. For leather products, the monogram is done with an embossed gold foil. For leather products, we offer symbols to be monogrammed in addition to letters. We offer a Heart, Clover and Star. For canvas products, the monogram is done with gold thread embroidery. Customers may opt for 1, 2 or 3 letters to be monogrammed.
How long does monogramming take?
Please allow an additional 3 business days for the product to be monogrammed, before the order is shipped. Please note that if an order contains non-monogrammed items, the entire order will be shipped out once the monogrammed item is ready.
How much does monogramming cost?
Monogramming costs $10 for both leather and canvas products. For the travel case set, you have the option to have both the small and large cases monogrammed for $15, or $10 for only the large case.
What shipping options do you have?
We offer free ground shipping via FedEx for orders shipping to the continental US. We also offer the option for expedited shipping for $25 for 2 day express shipping and $35 for standard overnight shipping via FedEx. For Hawaii and Alaska, the shipping will cost $15 for FedEx 2 day delivery. Cuyana also offers free ground shipping via USPS for orders going to any APO / FPO address. Please allow 5-8 business days for arrival. Returns and Lean Shipping options are not available for APO / FPO addresses.
What countries do you deliver to?
Currently, we ship to the US, Canada and Australia through our website. If you are interested in receiving your order in a different location, you can use a service such as www.usgobuy.com. This will allow you to create your own US address with which you can order through our website. Please note that we are not affiliated with any such shipping services. Orders shipped to any destination other than the continental US are final sale and exempt from returns.
Do you deliver to PO boxes?
We do not ship to PO boxes. Please provide a non-PO box address for the shipping address.
RETURNS AND EXCHANGES
What is your return policy?
We accept returns of unused and unworn products within 30 days of shipment of your order. We offer free shipping for returns if the refund is through Cuyana credit. If you would like a refund on the original payment method, we will charge $10 for the shipping and administrative fee.
To begin the return process, please log into your account and view ‘Order History’. For items that are eligible for return, you will be able to select ‘Return Item(s)’. Please follow the prompted steps to complete the Returns Process.
What is your exchange policy?
We are unable to exchange items unless the items are defective or damaged. If you would like a different size or product, please initiate a Return on your account and select for the return via Cuyana Merchandise Credit. You will receive a prepaid return label from us to ship back your unwanted product. Once your return is processed, you will receive an email confirmation with the credit that is back into your account. You can then place an order for the desired item. Alternatively, please place a new order and return the product that you would like instead.
What is your gift exchange policy?
We will help process gift exchanges within 30 days of original order date. A Cuyana account is required for processing the exchange. Please email firstname.lastname@example.org with the order number or the email address on the original order. Please also provide the email address of the account, which will receive the Merchandise Credit once the product is returned.
Where is Cuyana’s showroom located?
Our beautiful showroom is located on Union Square in San Francisco. The address is 291 Geary Street Suite 201 San Francisco CA 94102.
What are the showroom hours?
The showroom is open from 10AM-6PM PST Monday through Friday, 11AM-6PM PST on Saturdays. No appointments are necessary for a visit.
Can I purchase from the showroom?
Yes, you are able to purchase our products from our showroom! In fact, we have products in the showroom that are not available on our website! We welcome you to come visit our showroom to have a look at our collections.
How do I participate in the Lean Closet Movement?
We want to encourage you to collect fewer, better things and donate the pieces that are merely taking up space to those in need. By choosing the Lean Closet Shipping as the shipping option for your order, we will send you a Lean Closet canvas bag to return your gently used donations, as well as a free return-shipping label. Once you are ready to return the donation, simply pack the canvas bag in a box and attach the FedEx label on the outside. You can drop the donation off at any FedEx location or request for a pick-up. Once we receive the donation, we will offer a $10 credit (per donation). You are also welcome to bring donation clothing to our showroom in San Francisco.
What is Cuyana’s Merchandise Credit policy?
Cuyana Merchandise Credit received for returns does not expire. Cuyana gift cards do not expire. Cuyana Merchandise Credit received for participating in the Lean Closet Movement does not expire. Cuyana Merchandise Credit received through various marketing campaigns expires depending on the campaign.
How do I apply Cuyana Merchandise Credit to my order?
You can apply the Merchandise Credit to your order when you have reached the payment page of the check-out process. There is a box to check that says "Merchandise Credit". Once checked, the amount will be applied to the total. There you also add in your credit card details to pay for the balance of the order.
How are the materials sourced?
We travel the world to search for the finest materials for our products. We find the best suppliers who have generations of experience working with the materials. The level of craftsmanship and expertise of our suppliers is something that we take great pride in.
What is the difference between the Regular and Tall tote?
The Regular Tote’s dimensions are 13” (height) x 18” (width) x 5” (depth), while the Tall Tote’s dimensions are 15” (height) x 12” (width) x 5” (depth). The Tall Tote has a taller and narrower shape than the Regular tote.
What do I do if I am interested in a product that is sold out?
For products that are sold out, please find the ‘Still Interested?’ button on the product pages on our website to add your email to the waitlist. Once the product is back in stock, we will contact you.