LOGGING INTO YOUR ACCOUNT
I’m having trouble logging in. What should I do?
We recently updated our website in late December and you may need to reset your password to access your account.
OUR COVID-19 RESPONSE
What’s happening with your stores?
As always, the health and safety of our team and customers are our top priority. To protect our community and support national efforts to contain the spread of COVID-19, our stores are re-opening for pick-up, same day delivery, or appointment only service, according to local guidelines for each location. You can read up to date information here.
Can I still order online?
Yes, we remain open and are processing orders online at Cuyana.com. During this time, we appreciate your patience as orders may be delayed by 2 to 3 days—our customer support teams are available at email@example.com for any questions you have.
What about my Cuyana return?
For Store returns, you may visit your nearest Cuyana location within a 30 day period of receiving your order. If you do not feel comfortable visiting one of our locations at this time, please email firstname.lastname@example.org and we are happy to help with returning your order via mail.
What precautions are you taking at your distribution center to ensure both the safety of your team members and our packages?
We are taking all the precautions we can to keep our employees safe and minimize the risk of transmission of COVID-19, including:
- All team members are wearing masks/gloves and practicing social distancing when in our distribution center.
- We've reduced the number of team members that can be present in the distribution center at the same time in order to enforce social distancing guidelines. All pack stations are a minimum of 6 feet apart.
- The frequency of professional cleaning services has increased.
- Hand sanitizer and sanitizing supplies are provided to all employees and distributed across our distribution center.
- Any team member presenting symptoms will be sent home to self quarantine and follow all CDC protocols.
How do I place an order?
You may select the desired product and ADD TO BAG. You can continue shopping, or VIEW BAG and then Proceed to Checkout. At checkout, you can either log into your account, create an account or checkout as a guest. Please note, you may need to reset your password to log in if you are accessing after December 2020.
I have an item in my order that I preordered. When will my other items shipped?
All orders containing a pre-ordered item will ship when all items are available to be shipped.
Orders with items marked with an Estimated Ship Date will all ship at the same time with the selected shipping method.
How fast will my order be processed?
We process all non-personalized orders placed before 12PM (on non-holiday weekdays) 1 - 2 business days after the order is placed. Please note that we do not process, ship or deliver orders on Saturdays, Sundays or on the following holidays:
- New Year’s Eve
- New Year’s Day
- Martin Luther King, Jr. Day
- President’s Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Eve
Orders placed on these days will be processed the following business day. Delivery is dependent on FedEx and can be subject to weather delays.
Why am I being charged sales tax?
As of Jan 1, 2019, Cuyana is required to collect sales tax in the below locations according to a recent Supreme Court Ruling. This list is subject to change:
- District of Columbia
- New Jersey
- New York
- North Carolina
- Rhode Island
- South Carolina
If you wish to learn more about this ruling, please find more information here.
How fast will my international order be processed?
International orders will be packed and ready to ship within 1-2 business days of order placement. Business days are Mondays through Fridays, excluding holidays. International orders are subject to customs clearance, which may cause delays beyond provided delivery estimates.
Can I cancel or modify my order?
We process and complete orders as quickly as possible, including monogrammed items. If you have any modification requests or need to cancel, please contact us as soon as possible after placing your order. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate all requests.
What do I do if I am interested in a product that is sold out?
For products that are sold out, please find the Waitlist button on the product pages of our website and add your email address to the Waitlist. Once the product is back in stock, we will contact you via email.
I received my order and an item was damaged.
We are happy to help with damaged items. Please email pictures, a brief description of the damage, the order number and your shipping information to email@example.com. We will follow-up with next steps as soon as possible. Cuyana will determine the best resolution and may ask to see a product in person before making a decision. Please note that Cuyana is not responsible for normal wear and tear, such as staining or dye fading.
My order is a gift. How do I include a gift receipt?
As a default, we do not include any pricing in our packages. If you would like to add a gift message or gift box (if available), you can do so in the shopping cart, prior to the billing and shipping page.
How is my credit card information saved?
We do not store any of your credit card information on our website or servers. We use Adyen.com, one of the most reputable and secure payment processors available on the web, for processing all of our online credit card transactions. Your credit card information is saved by replacing it with an algorithmically generated number called a token. These tokens can then be passed between Adyen and Cuyana as needed to process the payment without actual bank details being exposed.
Can personalized/monogrammed items be returned or exchange?
All personalized items are final sale and cannot be exchanged or returned.
What products can be personalized/monogrammed?
Many of our products can be personalized. On the product page, when you click ADD TO BAG, if the product can be personalized, you will be given the option to add personalization. A number of leather products, canvas and leather products can be personalized. We are not able to monogram any profanity at this time.
What does the monogram look like?
For leather items, the monogram is done with classic block letters- all capitalized. We offer 2 different sizes- Large and Mini. The Large size is 0.25 inches in height and the Mini size is 0.125 inches in height. The Large size has a 3-character limit and the Mini size has an 8-character limit. We are not able to monogram any profanity at this time.
How long does Leather Personalization take?
For leather goods, please allow an additional 2-3 business days for the product to be monogrammed before the order is shipped. This includes orders with expedited shipping. Please note that if an order also contains non-monogrammed items, the entire order will be shipped out once the monogrammed item is ready. If you need to modify your monogram, please contact us as soon as possible. We cannot guarantee that we will be able to make changes, but we will try our best to accommodate all requests.
Can I order a product without personalization and then re-purchase with personalization once I have seen the product?
For domestic orders, we are happy to help with this and take care of the shipping for your order and returns. You can either go through the exchange process with Cuyana credit, or you can select the return reason 'Reordering with personalization' for a full refund back to the original payment method.
How is my gift card delivered?
You will receive an email with a gift card code within 24 hours of purchase. If you selected for the gift card to go to a different recipient, they will receive the email. Cuyana is not responsible for gift cards delivered to incorrect email addresses.
How do I order a gift card?
You can purchase a gift card via this link. You’ll need to select the amount you would like to put on the gift card and follow the prompts to complete your purchase. Your gift card will be emailed to the selected recipient within 24 hours of purchase. Gift cards cannot be combined with any promo code and cannot be purchased with a merchandise credit.
Can I use my gift card in store?
Yes! Your Cuyana Gift Card can be used for either in store or online purchases.
I made a purchase with a gift card - how am I refunded if I return the purchase?
For a purchase made with a gift card, we can only refund to a Cuyana Gift Card. If you partially paid with a credit card or Paypal along with your Gift Card, we can refund up to the amount paid via Paypal or a credit card. The rest will be in a Cuyana Gift Card.
How do I check the balance of my gift card?
You can check the balance of your gift card or merchandise credit at this link.
What shipping options do you have?
We offer free ground shipping via FedEx for orders over $95 shipping to the contiguous US. For orders under $95, shipping is $5. Please allow 2-6 business days for arrival. Orders are shipped from the San Francisco Bay Area.
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 over $95 going to any APO / FPO address. Orders under $95 have a $5 shipping fee. We do not ship with signature required.
Same Day Messenger Delivery Service:
For select regions, same day messenger delivery service is available. Please note that orders must be placed by 12PM local time during business days and within the service region. In checkout, please select the Shipping delivery method to see if messenger service ($25) is available for your order.
What countries do you deliver to?
We ship to the following countries:
- Czech Republic
- Hong Kong
- New Zealand
- Saudi Arabia
- South Africa
- South Korea
- United Arab Emirates
- United Kingdom
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.
How do I know what the duties and taxes are?
Import duties and taxes will be displayed with shipping charges at the time of checkout. If DDU (delivery duty unpaid) is an option for your country, it will display this with your available shipping options at the time of checkout. If you select a DDU service, you will be responsible for paying the duties and taxes to the carrier upon arrival of your package.
Do you deliver to PO boxes?
We do not ship to PO boxes, as FedEx cannot deliver to PO Boxes at this time. Please provide a non-PO Box address for the shipping address.
How long does it take for my Pick-Up In-Store order to be ready?
Picking up orders in store can take up to 3 business days to process if an order contains a monogrammed item. Cuyana will email the email address on file when the order is ready to be picked up.
My tracking number says my order is delivered, but I cannot find it.
If your package has not arrived on the desired delivery date, please contact FedEx to open a trace ID number. Once you have a trace ID number, please contact us at firstname.lastname@example.org with the trace information. We will follow-up with you within 2-3 business days with updates and next steps. In addition, we recommend checking with your neighbors to see if they accidentally received your package. It can take up to two weeks to replace lost merchandise while we investigate with FedEx. Cuyana is not responsible for lost packages reported more than 3 weeks past the delivery date.
What is your holiday gift return policy?
Holiday 2020 gifts purchased from October 15 to December 31, 2020 can be returned or exchanged until January 31, 2021. Monogrammed items are final sale.
What is your domestic return policy?
We accept returns of unused and unworn products within 30 days of shipment of your order. Returns are free for all orders and can be refunded to the original form of payment or a merchandise credit. Shipping fees are not refundable. If we receive a return and it has been worn or damaged, we can only offer Cuyana credit. Damaged product may also be sent back to the customer.
Monogrammed items are final sale and cannot be returned.
What is your international return policy?
Cuyana does not support pre-paid international return labels at this time. All international sales are final. Please contact email@example.com if you need further assistance.
Monogrammed items are final sale and cannot be returned.
How do I make a return?
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. Once we receive your return, it can take up to 5 business days for your refund or credit to process. There will be an email confirmation when it has been completed. Please note that any shipping or gift boxing charges are non-refundable.
Cuyana monitors customer account and transaction activity. Cuyana reserves the right to refuse transactions and orders based on returns or order behavior.
Can I return online orders in your store locations?
Yes, you are welcome to return online orders in one of our store locations. Please provide your order number with the return in store.
How do I make a return if I checked out as a guest?
You can find your Order History by signing up for an account using the same email address that you used to purchase. Once you have set a password, please log in to your account. Then, you can view your Order History and select the eligible items for return.
What do I do if my return is lost?
If you choose to use your own shipping method to send your return back, Cuyana is not responsible for lost packages. We recommend using a traceable shipping method to help prevent this. For returns that are dropped off at locations other than FedEx, Cuyana is not responsible for recovering the return. For all other lost returns, please contact firstname.lastname@example.org
I placed an order with Cuyana credit. Can I get a refund to my card?
Orders made with credit can only be refunded via credit. If an order is partially paid for with credit, we can only offer a credit card refund for the amount charged to the credit card.
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 that the credit is in your account. You can then place an order for the desired item. Alternatively, please place a new order and return the product that you no longer need.
Monogrammed gift items are final sale and cannot be returned.
What is your gift exchange policy?
Monogrammed gift items are final sale and cannot be returned.
Please email email@example.com to submit all necessary information to initiate the return. We will process gift exchanges within 30 days of the original order date. A Cuyana account is required for processing the exchange. Please note that we will not be able to help with a gift exchange if we are not able to find the original order.
How do I participate in the Lean Closet Movement?
We have partnered with thredUP to power our Lean Closet movement. Please visit cuyana.com/thredup to learn more about our program. If you would like a code for the shipping label, please email us at firstname.lastname@example.org.
Can I send Lean Closet Donations to Cuyana if I have an old Lean Closet Label?
Yes, you are welcome to send back donations using the Lean Closet label that you previously received. You will be notified via email with your Merchandise Credit Code.
How long does it take for thredUP to process my donation?
Once the donations arrive to thredUP, they ask for at least 1 week to process the donations received. They will then email you directly with the credit amount that is provided for the donations. Cuyana will email you with the Cuyana Credit Code within 10 business days after receipt of the email from thredUP.
How does thredUP determine the credit provided for the donations for Lean Closet?
thredUP will assess all donations based on their payout structure. More details can be found at https://www.thredup.com/bg/p/thredup-payout-and-product-updates-june-2018. Please email email@example.com if you have specific payout questions.
How do I redeem my merchandise credit?
When you return for a Cuyana Merchandise Credit, you will receive an email from us with your Merchandise Credit number. Do not lose this number and treat it as cash. During checkout, you will see a box in the Payment section where you can add your merchandise credit to your order. After entering, you will be able to either complete your order or pay the balance due.
Can I use my merchandise credit in store?
Yes, you can use this in store! You will need to bring your merchandise credit code with you in order to redeem.
What is Cuyana’s Merchandise Credit policy?
Cuyana Merchandise Credit received for returns does not expire. Cuyana Merchandise Credit received for participating in the Lean Closet program does not expire. Cuyana Merchandise Credit received through various marketing campaigns expires depending on the campaign.
I placed an order with Cuyana credit. Can I get a refund to my card?
Orders made with credit can only be refunded via credit. If an order is partially paid for with credit, we can only offer a credit card refund for the amount placed on the credit card.
What is Installments by Afterpay?
Installments by Afterpay is a service that allows you to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.
How do I use Installments by Afterpay?
Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Installments by Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!
Please note that all items in your shopping bag must be eligible for Installments by Afterpay. Pre-orer items are not eligible for AfterPay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.
Where can I use Installments by Afterpay?
Installments by Afterpay can only be applied to purchases made on cuyana.com.
Can I use Installments by Afterpay if I am an international customer?
Installments by Afterpay is only available to customers with a US billing address within the US and a US mobile phone number. Orders must be shipped within the US as well. Customers with international billing addresses will not be able to set up an account with Afterpay.
How does the payment schedule work?
All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.
You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.
Where can I find out about my payment questions?
Please check out the Afterpay Payment FAQ.
When will my items be delivered?
Afterpay orders are delivered as per our standard shipping timeframe after you complete your order online.
Is there a limit to how much I can spend on a single transaction?
Yes, transaction value limits of $2000 apply to purchases made on cuyana.com using Installments by Afterpay.
What products are not eligible for purchase with Installments by Afterpay?
Afterpay is not available on purchases of gift cards or items on pre-order. If you are purchasing gift cards and/or pre-order items along with Afterpay eligible products, you will need to place two separate orders.
How do I return an item purchased using Installments by Afterpay?
If you have changed your mind, you can return your Afterpay purchase in-store or by mail for a refund. Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.
If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at firstname.lastname@example.org
Where can I find out more about Afterpay?
WARRANTY AND PRODUCT CARE
At this time, Cuyana’s warranty policy is only available for US orders. For any international orders, we will handle on a case by case basis.
What is Cuyana’s warranty policy?
Cuyana is committed to the quality of our products with a two year warranty policy. We are happy to handle complimentary repairs for issues resulting in manufacturing defects within this two year period. If items cannot be repaired, we will replace the item as long as the stock is available. This warranty does not cover normal wear and tear.
If general wear and tear has affected the products’ appearance, we suggest visiting a leather care professional for refurbishment.
How does Cuyana handle repairs?
Products that are within the two year warranty period are eligible for repairs free of charge. Proof of purchase from Cuyana will be required for any repair services. Each case will be dealt with on an individual basis and repairs may take up to 3-4 weeks, excluding shipping time. International orders are not eligible for repairs given the shipping and customs.
For products that are outside of the warranty, Cuyana is happy to offer repair services at a cost. Customers will be responsible for shipping and the repair costs. The repair costs will vary based on the service needed. Lead time is 3-4 weeks for repairs, excluding shipping time.
Can Cuyana repair monograms?
Some monograms on leather goods can be repaired and this is handled on a case by case basis. The monogram is done by hand with gold foil and fading may occur.
Is there anything I should do before using my Cuyana bag?
Before using your leather item, we recommend that you use a leather protector to preserve it, but this is not a necessary step. Please be sure to use a suede-specific product on any suede section of a bag. These items can be purchased at any drugstore or at a shoe-repair location.
How should I care for my Cuyana leather?
For light cleaning on any non-suede section, we recommend spot cleaning with a leather cleaner, which can be purchased at a drugstore or cobbler. Please test any products you are applying to the bag in an inconspicuous spot first to make sure you are okay with the final result before applying to the whole bag. A cobbler or leather professional will be able to deep clean your bag in the event that is needed. We have more details available in our care guides here.
My bag has some variations. Is this normal?
Leather is a natural hide and some pieces may have variations in the material. This is characteristic of the raw material and should not be considered an imperfection, but rather a unique indicator that your bag is of the highest quality. Creasing in some items is unavoidable during manufacturing and shipment, but should diminish as you use the bag.
Will your bags show scratching?
Scratching and damage can occur while using any leather product, so please be sure to use your items with care. Cuyana is not responsible for damage caused by normal wear and tear, such as scratching or staining on light-colored bags.
How should I store my items?
When not in use, please be sure to store in a cool, dry area in the dustbag provided with your purchase. In the event that your bag gets wet, please be sure to air dry before further use or storage.We have more details available in our care guides here.
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