About CUTELLE
What is CUTELLE?
CUTELLE is a thoughtfully curated skincare store bringing together products from around the world. Our selection has a strong focus on Korean and Japanese beauty, alongside carefully chosen brands from other origins.
Does CUTELLE only sell Korean and Japanese skincare?
No. Korean and Japanese beauty are central to our selection, but CUTELLE also offers selected products from trusted global brands. Every item is chosen for its formulation, purpose and place in a well-balanced skincare routine.
How does CUTELLE select its products?
We consider formulation, ingredients, product purpose, customer interest and how each product fits into a practical skincare routine. Our aim is to offer a focused edit rather than an overwhelming catalogue.
Are CUTELLE products authentic?
We carefully select our suppliers and work to source genuine products in their original branded packaging. Packaging details may occasionally vary when a brand updates its design, but this does not necessarily mean the product is different.
Products and Skincare
How do I choose the right product for my skin?
CUTELLE offers dedicated product collections for different skin types, including Sensitive, Dry, Oily and Combination Skin, making it easier to explore suitable options. You can also browse by product category or skincare concern. Always review the product description and ingredient list before purchasing. If you have sensitive skin or are unsure about an ingredient, perform a patch test or consult a qualified healthcare professional.
Are the products suitable for sensitive skin?
Some products are formulated with sensitive skin in mind, but individual reactions can vary. Review the complete ingredient list, follow the brand’s instructions and patch test the product before applying it more widely.
Can CUTELLE provide medical skincare advice?
CUTELLE provides general product information only. Our content is not a substitute for medical advice, diagnosis or treatment. Consult a dermatologist or qualified healthcare professional if you have a medical condition, persistent irritation or concerns about using active ingredients.
Can product packaging or ingredients change?
Yes. Brands may update packaging, ingredients or product names without prior notice. We aim to keep our product information current, but the information printed on the product packaging should always be treated as the most up-to-date reference.
Orders
How long does order processing take?
Orders are normally processed within 1–3 business days after payment has been successfully confirmed. Orders are processed Monday to Friday, excluding weekends and public holidays.
Can I change or cancel my order?
Contact Customer Care as soon as possible after placing your order. We will try to help, but changes or cancellations cannot be guaranteed once processing or dispatch has begun.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Can I change my delivery address?
Please contact us immediately if you notice an error in your address. We cannot guarantee that an address can be changed after processing has started. Customers are responsible for providing complete and accurate delivery information.
Can I use more than one discount code?
Unless a promotion specifically states otherwise, only one discount code can usually be applied to an order. Enter your code at checkout and confirm that the discount has been applied before completing payment.
Shipping and Tracking
How long does delivery take?
For most destinations within the United Kingdom and Europe, estimated delivery is generally 5–12 business days after dispatch. This is an estimate rather than a guaranteed delivery date.
How can I track my order?
Once tracking becomes available, use the Track Your Order page and enter the requested order information. Tracking updates may take a short time to appear after dispatch.
Why has my tracking information not updated?
Tracking information may take several business days to update, particularly while a parcel is moving between carrier facilities. Delays can also occur because of customs inspections, public holidays, weather conditions or carrier disruption.
What should I do if my order is delayed?
Check the latest information on the Track Your Order page first. If the estimated delivery period has passed without a meaningful update, contact Customer Care with your order number so the delivery can be reviewed.
How are shipping costs calculated?
Available delivery options and any applicable shipping charges are displayed at checkout before payment. Costs may vary according to the delivery destination and the current shipping offer.
Returns and Refunds
Can I return a product?
Return eligibility depends on the product’s condition, the reason for the return and the terms set out in our Returns & Refund Policy. Review the policy and contact Customer Care before sending anything back. Items returned without prior instructions may not be accepted.
What should I do if my item arrives damaged or incorrect?
Contact Customer Care promptly with your order number, a description of the issue and clear photographs of the item, packaging and delivery label. Please keep all packaging until the case has been reviewed.
When will I receive my refund?
Approved refunds are issued to the original payment method. Processing time after approval can vary depending on your bank or payment provider. Delivery charges and return costs are handled according to our Returns & Refund Policy.
Payments and Security
Are payments on CUTELLE secure?
Yes. Checkout transactions are processed through secure payment providers, and payment information is encrypted during the transaction. CUTELLE does not directly store your complete card details.
Which payment methods are accepted?
Available payment methods are displayed at checkout and may include major cards and supported digital wallets such as Apple Pay or Google Pay. The options shown can vary according to your device, location and payment provider.
Why was my payment declined?
A payment may be declined because of incorrect card details, insufficient funds, bank security checks or restrictions placed by the payment provider. Confirm your details and contact your bank if the issue continues.
Contact
How can I contact CUTELLE?
Visit our Customer Care page and submit your enquiry with your order number, where applicable. Providing complete information will help us review your request more efficiently.