FAQ’s

How To Order

All orders are processed online via our secure site. We accept orders from most countries in the world. We accept payment via Visa, Mastercard, Maestro, Visa Debit, Paypal, Amazon Payments and BACS. All payments should be denominated in British Pounds Sterling.

Order Processing & Dispatch

We aim to dispatch all orders placed before 2pm (Monday – Friday) the same day, subject to stock availability and any security checks. All orders are dispatched via Royal Mail or courier. We aim to dispatch all orders placed after 2pm (or at weekends) the next working day.

During peak seasons (for example Valentine’s Day, Mother’s Day, Father’s Day, but especially Christmas) delivery may take slightly longer than usual due to the volumes of orders we receive. If for any reason there’s a major delay with the expected delivery time, we’ll contact you and explain the situation.

Most UK orders are received within 1 – 3 working days, however please allow up to 5 working days before contacting us. International orders are usually received within 5 working days, however please allow up to 15 working days before contacting us.

Pre-orders can be cancelled any time up until the item has been sent to the warehouse for processing/delivery.

Order Cancellation

You can cancel any order that has not yet entered the “Delivery” process. Please contact us via email to notify us of a cancellation.

Please Note

Orders are sent to our fulfilment centre for processing within 1 hour of being placed. Once an order has been sent to the fulfilment centre the “Delivery” process begins. We will make every effort to recall your order, however due to the large volume of orders we handle, we are unable to guarantee cancellation of the order before it ships. If the order you want to cancel has already entered the “Delivery” stage, you will need to wait until the order is delivered to you. You will then need to contact us to arrange for the item to be returned.

Orders are sent to the warehouse automatically 24 hours a day, 7 days a week.

Pre Orders

If you would like to order a product before it has launched, or if it is currently out of stock, you can place a pre-order with us. If you are paying via credit/debit card you will not be charged until your order ships. By pre-ordering an item your order will be guaranteed to ship as soon as stock becomes available to us.

The expected arrival date of pre-order items is shown on the product page. This date is not guaranteed and is possible to change. We recommend monitoring our website to receive up-to-date info on expected arrival of pre-order items.

Payment, Security & Credit Card Safety

We are fully PCI compliant and use SSL encryption when taking payments online. After you click on the “Proceed to Checkout” button, secure pages are indicated by:

– the web address changing from “http://” to “https://”; and
– a “padlock” symbol (or key) in the bottom right-hand status bar of your web browser.

We use the latest security measures to protect your details when shopping with us. We use 256-bit SSL Software to encrypt your details when you place an order on our secure server, which means that only we are able to decrypt the information in order to process your transaction.

Potentially fraudulent transactions are constantly monitored and we use the help of Verified by Visa, MasterCard Secure and 3D Verification to verify a user’s address in gaining authority for sales charged to their credit / debit card. From time to time we may also implement further security measures such as contacting the customer directly via telephone or email to ensure that customers do not become victims of fraud.

We may use personal information provided by you in order to conduct appropriate anti-fraud checks. Personal information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information. This is done only to confirm your identity – a credit check is not performed and your credit rating is unaffected.

These additional security checks can delay order processing by 1 – 2 days, however we would stress this is to ensure your safety when shopping with us.

Stock Availability

Stock availability is displayed for every product on each product page. Items are shown to be either “In Stock” or “Out Of Stock”. Please ensure you check the product page for each item you order to ensure you are aware of the stock availability. When items are Out Of Stock the expected delivery date is displayed and you are able to pre-order these items. Please Note: These due dates are subject to change and not guaranteed.

In the event that an “In Stock” item is unavailable we will contact you immediately to notify you of this error.

Shipping & Delivery

We aim to dispatch all orders placed before 2pm (Monday – Friday) the same day. Once your order is dispatched you will receive an automatic email confirming this. Please add us to your “safe list” to ensure this doesn’t end up in Junk Mail.

We accept orders to all BFPO addresses.

We offer a range of delivery methods. For more information on this please view our Delivery Details.

Pricing & Promotions Policy

Prices are shown in GBP against each product and inclusive of 20% VAT. Shipping (if applicable) and other costs are clearly shown either at the point of selection or before you commit to your purchase. We make every effort to ensure that all pricing information on the website is accurate. If we discover an error in pricing of your order we will contact you as soon as possible using the contact details provided. At that time, we will offer you the opportunity to either cancel your order and receive a full refund or to continue with the order and pay the correct price. We will not be obliged to supply goods at the incorrect price. If we are unable to contact you or we receive no reply from you, we will cancel your order and any monies paid will be refunded.

Prices that are reduced for sales and promotions are only valid for the specified period stated. We reserve the right to adjust prices, offers, goods and specifications of goods on the website at our discretion at any time before (but not after) we accept your order.

All prices on our websites are in GB Pounds (UK Pounds Sterling) and for mainland UK customers are inclusive of VAT at the prevailing rate. EU and non-EU customers are responsible for Import Duty/Tax in their respective countries. Unfortunately we cannot advise you what these costs will be – please consult your local customs office for more information.

Returns Policy

We hope that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible. These terms do not affect your statutory rights.

If you wish to return an item to us, please contact us to obtain a Returns Form and RMA Number prior to sending your goods back.

We are afraid we do not accept returns in person. Please return all items via Royal Mail unless advised otherwise. We recommend you use a secure delivery method which requires a signature upon receipt (such as Royal Mail First/Second Class Recorded Delivery) and which insures you for the cost of the items being returned, as in the rare event of the parcel going missing, you are responsible for the returned products until they reach us.

If you are returning an item via courier (including Parcelforce) please contact us PRIOR to sending your goods.

We are afraid we are unable to refund or dispatch replacement items until the original goods have been returned and received by us.

Unwanted Items

You can return an unwanted product within 14 days of the date on which you received it and we will refund you any money (excluding original delivery costs) which you have paid us for that product. The product needs to be returned in an ‘as new’ condition and complete with all packaging and components. All you pay for is the return postage of the goods. Please contact us BEFORE returning your order by email (sales@cutebitz.com) to inform us of your wish to return the goods and we will allocate you a Returns Number.

If you return a product to us that is not in an ‘as new’ condition we reserve the right to return the product to you (at additional cost to you), or refund you in CuteBitz.com Gift Vouchers rather than credit your payment card. Certain products and services are excluded from this returns policy, including food/perishable items, personalised products or those made to order. These items cannot be returned for a refund unless faulty.

Faulty Goods

If you receive an item from us which develops a fault or which you did not order, please contact us via email (sales@cutebitz.com) to inform us within 6 months of receipt and we will arrange a refund or replacement.

We will provide you with a returns form and advise you how to send the item back to us; usually this will be by via Royal Mail though for larger items we may require a courier to collect them from you.

Discrepancies & Missing Items

You must notify us of any discrepancies or missing items within 48 hours of receipt of your order via email.

Goods Damaged In Transit

If your goods have been damaged in transit, you must report the incident to us within 48 hours of receipt. If the damage is clearly visible on delivery, then you must note this on the delivery note when you sign for the goods. Once the damaged goods have been received back into our warehouse, we’ll issue you with a replacement product.

Non-Delivered & Delayed Orders

In the unlikely event your order does go missing we will attempt to resolve the issue as soon as possible. For UK deliveries, if you order has not arrived within 5 working days from the date of dispatch please contact us. Please do bare in mind that, although we attempt to resolve all non-deliveries as soon as possible, orders will not be classed as “lost” by our carriers until 15 working days has passed from the date of dispatch and we may not be able to dispatch a replacement order until this time has passed.

International Returns Policy

Our International Returns Policy is the same as our standard returns policy, with the exception that we are unable to refund or cover original, return or replacement postage costs in any situation. We are afraid that these are the responsibility of the customer.

Please Note

We are unable to provide a refund if you provide us with the incorrect/wrong shipping address. Please check your confirmation email to ensure you have entered all details correctly. We are also unable to provide a refund for personalised orders or some items due to hygiene reasons.

Christmas Returns Policy

We know a lot of items bought from our site are intended as a gift.

If you purchase something from our site for Christmas and the recipient doesn’t like it (heavens forbid!) you can send the product back to us for a refund as long as the product is unopened and in perfect condition.

You must advise our customer service team before the 15th January and we must receive it back in our warehouse before the end of the January. Recipients can send their gifts back directly (provided tehy have proof of purchase) and we can offer them a CuteBitz.com gift voucher matching the value of the initial purchase.

This applies to any order purchased between the 14th November and the 25th of December, which falls outside the normal 14 day guarantee.

Recycling Household Electrical Equipment

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

Further information on this can be found here.

Privacy Policy

CuteBitz Limited makes a commitment to protecting your privacy and promises only to use information collected about you in accordance with our Privacy Policy. CuteBitz is registered with the Information Commissioner in accordance with the Data Protection Act 1998.

Cookies

A cookie is a small information file that is sent to your computer, mobile or other device when you visit a website and it will recognise your device on future visits. These types of files do a number of different jobs such as remembering your preferences and chosen items, assisting you to improve your site experience as well as trying to ensure that the adverts or offers you see online are more relevant to you. These “cookies” can be divided into 4 types each of which is outlined below.

Category 1: Essential Cookies

These cookies are essential in order to enable the site to provide services you have asked for such as remembering your shopping bag items.

Category 2: Performance Cookies

We utilise other cookies to analyse how our visitors use our websites and to monitor website performance. This allows us to provide a high quality experience by customising our offering and quickly identifying and fixing any issues that arise. For example, we utilise Google Analytics cookies to help us understand how customers arrive at our site, browse or use our site and highlight areas where we can improve areas such as navigation, shopping experience and marketing campaigns. The data stored by these cookies never shows personal details from which your individual identity can be established.

Category 3: Functionality Cookies

These remember choices you make such as language, search parameters such as size, colour or product line. These can then be used to provide you with an experience more appropriate with your selections and make the visits more tailored and pleasant. The information is also merged with other users on an anonymous basis to enable us to improve how the site operates. For example, cookies recall your shopping cart while browsing, or when returning to, our site.

We also use functionality cookies to provide you with enhanced services such as allowing you to watch video online.

Category 4: Behaviourally Targeting Cookies or Advertising Cookies

These cookies collect information about your browsing habits in order to make advertising relevant to you and your interests. They remember the websites you have visited and that information is shared with other parties such as advertisers.

CuteBitz and our advertisers use cookies to serve you with advertisements that we believe are relevant to you and your interests. For example, if you browse a number of products categorised as kitchenware on CuteBitz.com or on other sites, a kitchenware manufacturer might infer you are interested in this topic and serve you with its cooking advertisements. You might see these advertisements on CuteBitz.com and on other sites that you visit. However, we do not tell our advertisers who you are.

Opting Out Of Cookies

You can change the settings on your browser to prevent cookies being stored on your computer or mobile device without your explicit consent. Your browser “help” section will normally provide details on how to manage the cookie settings.

More detail on how businesses use cookies is available at www.allaboutcookies.org.

Packaging Information

Most CuteBitz.com orders are shipped in corrugated containers which on average contain 43% recovered fibre content. Once used, these containers are 100% recyclable for use in the manufacture of other paper products. To protect your order we use a combination of either air-filled pillows which are 100% recyclable and non-toxic or paper packing materials (again 100% recyclable).

If a customer cannot reuse or recycle these cushions, they can be deflated and disposed of. Deflated air cushions take up less than 1% of their inflated volume.

Gift Voucher Terms

Gift Vouchers may be redeemed at our website (www.cutebitz.com). Any unused balance will be held in the recipient’s Gift Voucher. If the value of your order (ie. product cost and any applicable P&P charges) exceeds the amount of the Gift Voucher, the balance may be paid by credit or debit card. Gift Vouchers and unused portions of Gift Voucher expire one year from the date of issue, where permissible under applicable law. Gift Vouchers cannot be applied to historic orders already placed with CuteBitz.com. Usual CuteBitz.com Terms and Conditions of purchase and use of the CuteBitz.com web site apply.

Please Note: Gift Vouchers can not be reused. They are non-refundable, non-transferable and have a cash value of 0.0001p.

Delivery During Severe Weather Conditions

During serve weather conditions (such as flooding or snow) deliveries across the country may be delayed. We hope that your order does arrive on time, however some deliveries could take a little longer than usual to be delivered, depending on the weather conditions in the part of the country the delivery is going to and because the weather conditions may affect our carriers getting to and leaving from our fulfillment centres.

Complaints

We welcome feedback on our service and we aim to deal with any problems or difficulties experienced in a quick and fair manor. If you feel you have a complaint you wish to make please email info@cutebitz.com.