Frequently asked Questions

 

Why is it important to check your emails?
When you create an account or place an order on our website, we ask for an active email address that you use often. This is because all key updates about your order — from confirmation and processing to shipping details — are sent straight to your inbox. Once your package is on its way, you’ll also receive tracking information via email. By keeping an eye on your inbox, you’ll stay informed and never miss an important update about your purchase.

Can I Return or Exchange My Order?
Yes! We’ve got you covered with a simple 30-day return and exchange policy.

If your order arrives with the wrong size, product, or material because of an error on our end, just reach out to us — we’ll fix it right away and cover all shipping costs.

On the other hand, if you ordered the wrong size or changed your mind about the style, you can still return or exchange it, but the return shipping will be your responsibility.

Prefer a refund instead? That’s no issue at all — you’re entitled to a full refund within 30 days of your purchase.

How long will it take for my order to arrive?
Most orders are delivered within 4-6 business days. If you’ve ordered a custom-size piece, the process takes a little longer — usually 10-12 business days — since we handcraft it to your exact measurements. This extra time ensures the perfect fit and helps prevent any sizing issues.

To get your order to you quickly and safely, we partner with reliable courier services such as DHL, Skynet, and TNT Express.

Why haven’t I received a quick reply to my email?
We do our best to answer every query within 12 business hours, as we value each message we receive.

Sometimes, due to a large number of inquiries or unexpected technical issues, replies may take a little longer than usual. We truly appreciate your patience and want to assure you that our team is working hard to get back to you as quickly as possible.

Why doesn’t my product look exactly like the images online?
At times, the lighting used during product photography can make colors appear slightly different on screen. That’s why we always include the exact color details in the product description, so you know what to expect before placing your order.

We encourage you to review the full description carefully to make sure the product matches your preferences. And if you’re ever unsure, don’t hesitate to contact us — we’re happy to answer your questions and help avoid any confusion.

Why is my payment not going through?
If you’re experiencing an error while making a payment, it’s often due to small details that need to be checked. Please make sure:

• Your card is still valid and hasn’t expired
• The billing address you entered matches the one linked to your card
• Your credit or debit card number is entered correctly
• You have enough funds or available credit to complete the purchase

Reviewing these points usually resolves most payment issues and helps your transaction process without any trouble.

How can I speak with customer support by phone?
If you’d prefer to talk to us directly, just share your contact number with our team. One of our representatives will call you back within 12–15 business hours to assist you. We’re always happy to help and make sure your concerns are resolved quickly.

 

Can I see real photos of the product?
We do our best to keep product images on the website up to date. However, if you only see model or celebrity pictures and would like to check actual photos of the product, just email us at info@cutlerynest.com.

If the item is in stock, we’ll be happy to send you real photos so you can get a better look before placing your order.

 

Do I need to pay customs or import duties?
In many cases, customs or import duties may apply once your order reaches your country. These fees are set by local customs authorities and are the responsibility of the recipient to pay upon delivery.

Please keep in mind that such charges can apply to both retail and wholesale orders, depending on your country’s regulations.

Can I make changes to my order after placing it?
Yes, you can request modifications within 24 hours of placing your order. Simply email us with the details you’d like to update.

After 24 hours, your order is sent to our production team, where the pattern is cut and stitching begins right away. Once this stage starts, we’re unable to change the size, color, material, or design. That’s why we always recommend reviewing your order carefully before confirming it.