Frequently Asked Questions
At CUTELLE, we believe a premium shopping experience begins with clear, transparent, and reliable information. Below you'll find answers to some of the most frequently asked questions about orders, shipping, payments, returns, and customer support.
If you need additional assistance, please contact us at support@cutelleshop.com.
Orders
How will I know that my order has been received?
Once your order has been successfully placed, you will receive an order confirmation email at the address provided during checkout.
Please review your order details carefully and contact us as soon as possible if any information is incorrect.
Can I modify or cancel my order?
Orders begin processing shortly after they are placed.
If you need to request a change or cancellation, please contact support@cutelleshop.com as soon as possible.
While we will always do our best to assist you, changes or cancellations cannot be guaranteed once order processing has begun.
I entered an incorrect delivery address. What should I do?
Please contact support@cutelleshop.com immediately.
If your order has not yet entered processing, we may be able to update your delivery details.
Once your order has been processed or dispatched, changes to the delivery address may no longer be possible.
Customers are responsible for ensuring that all shipping information is accurate and complete before placing an order.
Can I place an order without creating an account?
Depending on the checkout options available, you may be able to complete your purchase without creating an account.
Shipping & Delivery
Do you ship internationally?
Yes.
CUTELLE currently ships to selected destinations across Europe, including the United Kingdom.
Available shipping methods, estimated delivery times, and shipping costs will be displayed during checkout based on your delivery address.
How long does delivery take?
Orders are typically processed within 1–3 business days before dispatch.
Estimated delivery times vary depending on the destination and shipping method selected during checkout.
Delivery estimates are provided for guidance only and are not guaranteed.
Are delivery times guaranteed?
No.
While we always aim to deliver orders within the estimated timeframe, delays may occasionally occur due to customs procedures, carrier operations, weather conditions, public holidays, or other circumstances beyond our control.
Are weekends and public holidays included?
Delivery estimates are provided in business days, excluding weekends and public holidays.
When will I receive my tracking information?
Once your order has been dispatched, tracking information will be provided whenever it is available from the shipping carrier.
Please allow up to 48 hours after dispatch for tracking updates to become visible.
Why isn't my tracking information available yet?
It may take a short period for the shipping carrier to register your parcel and activate tracking information.
If your tracking has not updated for an extended period, please contact support@cutelleshop.com.
Can items from the same order arrive separately?
Yes.
Depending on product availability or fulfilment arrangements, items from the same order may be shipped separately.
Where applicable, separate tracking information will be provided.
Will I have to pay customs duties or import charges?
Depending on your destination country and local regulations, customs duties, import taxes, VAT, or other governmental charges may apply.
Unless otherwise stated during checkout or required by applicable law, these charges are the responsibility of the customer.
Products
Are your products authentic?
Yes.
We are committed to offering genuine skincare products sourced through trusted suppliers.
If you have any questions regarding a specific product before purchasing, please contact our Customer Support team.
How can I choose the right product?
Each product page includes detailed information about its key ingredients, benefits, recommended use, and suitability for different skincare concerns.
We recommend reviewing the complete product description and ingredient list before purchasing.
Are your products suitable for sensitive skin?
Suitability depends on the individual product formulation and your skin's specific needs.
We recommend reviewing the full ingredient list and performing a patch test before using any new skincare product.
Can product packaging differ from the images shown?
Yes.
Manufacturers may occasionally update packaging, labels, or product presentation without prior notice.
The product you receive may therefore differ slightly in appearance while remaining authentic and identical in formulation, size, and intended use.
Payments
Which payment methods do you accept?
Available payment methods are securely displayed during checkout.
Payment options may vary depending on your location, currency, device, and the payment methods available through our secure Shopify checkout.
Is checkout secure?
Yes.
All payments are processed through Shopify's secure checkout and trusted payment providers.
CUTELLE never requests payment details via email or customer support.
Why isn't my preferred payment method available?
Certain payment methods are only available in specific countries or for eligible customers.
The payment methods shown during checkout are those currently available for your order.
Order Issues
My order is taking longer than expected. What should I do?
Please check your tracking information first.
If your order has exceeded the estimated delivery timeframe or tracking has not updated for an extended period, please contact support@cutelleshop.com with your order number.
We'll investigate the shipment and assist you as quickly as possible.
My item arrived damaged or incorrect. What should I do?
Please contact support@cutelleshop.com as soon as possible and include:
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Your order number;
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Clear photographs of the product received;
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Clear photographs of the outer and inner packaging;
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A brief description of the issue.
Your request will be reviewed in accordance with our Return & Refund Policy.
An item is missing from my order. What should I do?
Please first check whether your order has been shipped in multiple parcels.
If no additional shipment is shown, contact support@cutelleshop.com with your order number and details of the missing item.
Returns & Refunds
Can I return an item?
Yes, provided your return meets the conditions outlined in our Return & Refund Policy.
To request a return, please contact support@cutelleshop.com before sending any item back.
Returns sent without prior authorization cannot be accepted.
Can I return an opened skincare product?
For hygiene and safety reasons, opened, used, or tested skincare and cosmetic products cannot be returned unless they arrive damaged, defective, or incorrect.
When will I receive my refund?
Once your return has been approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or payment provider may require additional time to process and display the refund.
Customer Support
How can I contact CUTELLE?
If you have any questions regarding your order, delivery, products, or our policies, please contact us at:
When can I expect a response?
Our team aims to respond to all enquiries as promptly as possible during business days.
Response times may vary during weekends, public holidays, or periods of exceptionally high demand.
Our Commitment
At CUTELLE, we are committed to delivering more than premium skincare products.
We strive to provide a shopping experience built on transparency, reliability, and attentive customer care—from the moment you place your order until it reaches your doorstep.