Return Policy

Custinox Cross-Border E-commerce Return Policy

Welcome to Custinox, where we strive to provide an exceptional shopping experience for our customers worldwide. Our Return Policy is designed to ensure that you are completely satisfied with your purchases and have the option to return or exchange items that do not meet your expectations. Here's a detailed overview of our return practices:

1. Eligibility for Returns

  • You may return most items purchased from Custinox within 30 days of receipt, provided they are in their original condition, unworn, unwashed, and with all tags and packaging intact.
  • Some items may be excluded from our return policy due to hygiene reasons (e.g., cosmetics, intimate apparel) or other specific product characteristics. Please check the product page for details.

2. Return Process

  1. Please contact our customer service within 48 hours after you receive your package via email at info@custinox.com to explain the reason for the return/exchange.
  2. Our customer service will process your return/exchange request within 1-7 working days (a few days longer when during the vacations). After the return/exchange request has been authorized, our customer service will send you a Return Authorization Number

  3. Please ship the returned product back to the address we gave you, including the return & exchange form with the Return Authorization (RA) Number. You're also responsible for the return shipping charge.

    *We DO NOT accept return packages without our Return Authorization Numbers.

    *We DO NOT accept return packages by freight collection.

    Please do email us the tracking number to info@custinox.com after shipping out your returned package.

    We highly recommend you ship your returning package in a trackable shipping method to guarantee that we can receive your package, we're not responsible for the loss of returning packages.

    Please ship out your returned package within the next 7 days after getting our authorization. Or your package will be rejected, which will influence your refund. Thanks for your understanding!!!

  4. After receiving the returned package, we'll arrange the refund within 7 working days if you just request a return.

    Please note that we will arrange your refund after our After-sale Department receives the returned package. The total processing time is about 15 working days.

    The refund will be returned to where you pay. That is to say, if you pay by your credit card via PayPal, the refund will be returned to your credit card. Normally, the money will arrive on your credit card within 15 days after we arrange your refund, or you can call your bank company to get the exact time for your refund.

    We'll arrange the exchange within 7 working days for return & exchange. Please check here to estimate the processing time of your second item.

3. Refund Policy

  • The amount of your refund will be the purchase price of the item(s) returned, minus any shipping costs incurred by Custinox.
  • If you received free shipping on your original order and return a portion of the items, the value of the free shipping may be deducted from your refund or you may be responsible for the outbound shipping costs associated with your order.
  • Refunds for gift cards or store credit will be issued in the form of a digital gift card or store credit code, respectively.

4. Exchanges

  • If you would like to exchange an item for a different size, color, or style, please follow the return process outlined above and place a new order for the desired item.
  • We recommend waiting for your return to be processed and your refund to be issued before placing a new order to ensure availability and accuracy.

5. Customer Responsibility

  • It is the customer's responsibility to ensure that returned items are shipped in a timely and secure manner.
  • Custinox is not responsible for lost or damaged returns. We recommend using a trackable shipping method and obtaining insurance for your return shipment.

6. International Returns

  • International returns may be subject to additional customs or import fees, which are the responsibility of the customer.
  • Please note that the return shipping costs for international orders may be higher than domestic returns.

7. Customer Service

  • If you have any questions or concerns about our Return Policy or your return request, please contact our customer service team for assistance. We're here to help!

At Custinox, we want you to be completely satisfied with your purchases. If for any reason you are not, please don't hesitate to reach out to us and we'll do our best to make it right.