FAQs

ORDERING

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What are the holiday shipping cut-off dates?

Please find our holiday shipping cut-off dates HERE. Delivery is dependent on FedEx and can be subject to weather delays

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.

I have an item in my order that I preordered. When will my other items shipped?

Preordered items will ship separately from non-preordered items in an order. Preordered items cannot be shipped via express shipping.

International orders containing preordered items will ship all at the same time once the preordered item is ready to ship.

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 9AM (on non-holiday weekdays) on the same day that 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
  • Christmas

Orders placed on these days will be processed the following business day. Delivery is dependent on FedEx and can be subject to weather delays.During the holiday season, we operate 7 days a week and process all orders as quickly as possible.

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 support@cuyana.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.

PERSONALIZATION

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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.

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. Symbols are available for the large size only.

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.

GIFT CARDS

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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 (https://www.cuyana.com/giftcard.html). 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.

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.

SHIPPING

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What shipping options do you have?

We offer free ground shipping via FedEx for orders shipping to the contiguous 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. We do not ship with signature required.

What countries do you deliver to?

We ship to the following countries:

  • Argentina
  • Australia
  • Austria
  • Belgium
  • Brazil
  • Canada
  • Chile
  • China
  • Colombia
  • Czech Republic
  • Denmark
  • Ecuador
  • Finland
  • France
  • Germany
  • Greece
  • Hong Kong
  • Hungary
  • Iceland
  • India
  • Indonesia
  • Ireland
  • Israel
  • Italy
  • Japan
  • Malaysia
  • Netherlands
  • New Zealand
  • Norway
  • Panama
  • Peru
  • Poland
  • Portugal
  • Romania
  • Saudi Arabia
  • Singapore
  • Slovenia
  • South Africa
  • South Korea
  • Spain
  • Sweden
  • Switzerland
  • Taiwan
  • Thailand
  • Turkey
  • United Arab Emirates
  • United Kingdom
  • Vietnam

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.

Please send an email to support@cuyana.com as soon as possible and we will work with you to recover the package. We recommend checking with your neighbors as well in the event that the package was misdelivered. It can take up to two weeks to replace lost merchandise while we investigate. Cuyana is not responsible for lost packages reported more than 3 weeks past the delivery date.

RETURNS / EXCHANGES

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What is your holiday 2018 gift return policy?

For orders placed after 11/1/2018, Cuyana will accept gift returns and exchanges until 1/31/2019 for any non-monogrammed and domestic gifts. The product must be unworn and unused.

What is your domestic return policy?

We accept returns of unused and unworn products within 30 days of shipment of your order. Cuyana will take care of the shipping for orders returned for merchandise credit. If you would like a refund on the original payment method, we will charge $10 for the shipping fee. 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.

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 support@cuyana.com if you need further assistance.

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.

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 support@cuyana.com

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.

What is your gift exchange policy?

CLICK HERE 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.

LEAN CLOSET

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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 support@cuyana.com.

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 support@thredup.com if you have specific payout questions.

CREDIT POLICY

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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.

PRODUCT WARRANTY AND PRODUCT CARE

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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.

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.

CATALOG OPT-OUT

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If you would like to stop receiving our catalogs please CLICK HERE to enter your address and we'll make sure you're taken off the list for future catalogs. Due to the lead time for our catalogs you may receive one additional catalog before the opt-out will take effect.