FAQs
SHIPPING
WHERE DO YOU FULFIL ORDERS FROM?
All orders are shipped from our HQ in Melbourne, Australia.
DO YOU USE RECYCLED PACKING & SHIPPING MATERIALS?
All Cuspi correspondence and branding including swing tags, postcards and posters are printed on recycled paper and our online orders are wrapped using either compostable or recyclable packaging, including the packing tape.
WHAT SHIPPING SERVICE DO YOU USE?
Domestic orders (Australia-wide) are processed within 2 business days; you will receive an email notification with tracking information once your purchase is on its way.
We ship all orders via Australia Post using their Express Post service.
DO YOU OFFER FREE SHIPPING?
Yes, we offer free Express Shipping for orders over $300 Australia wide.
DO YOU SHIP WORLDWIDE?
For international orders, please contact us at enquiries@cuspi.com.au for approximate timeframes and shipping costs according to your order and delivery destination. For full details on our shipping policy, click HERE.
PAYMENTS, CURRENCY & DUTIES
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept payment via PayPal, Visa and Mastercard credit or debit cards.
WHAT CURRENCY IS USED ONLINE?
You are currently browsing on our Australian website which ships to Australia. All prices are charged in Australian Dollars (AUD) at checkout.
AM I LIABLE FOR CUSTOMS OR DUTIES ON MY ORDER?
Yes, you are liable for any import customs duties or taxes that are applicable to your order, determined by your local customs authority. Please check with your local customs authority on any customs duties or taxes that are payable by you – regulations and guidelines differ by country.
Customs duties or taxes are not payable by Cuspi.
PRODUCTS
WHERE CAN I FIND INFORMATION ON SIZING?
We have included individual measurements per style that will assist you in determining your correct size. If you need further assistance, please contact us at enquiries@cuspi.com.au we will be happy to assist.
DO YOU OFFER PRE-ORDER?
Garments with [pre-order] in the product name are available to be pre-ordered online. Details of the estimated shipping time is clearly displaced on each product page. Payment must be made in full. For more information on pre-order, click HERE.
ORDERING / POST-PURCHASE
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
All successful orders placed will be processed within 2 business days of receipt. You will receive an email when your order is dispatched. The delivery time frame depends on the state you live in.
For full details on our shipping policy, please click here.
HOW DO I TRACK MY ORDER?
Once your order is dispatched, you will receive an email that will include your tracking number. This will allow you to track your order via the Australia Post website. If you require further information about your delivery, please email us at enquiries@cuspi.com.au and we will assist you further.
HOW CAN I MAKE A RETURN OR EXCHANGE?
If for some reason you are not happy with your Cuspi purchase or in the rare occasion an item arrives faulty, please contact us by emailing enquiries@cuspi.com.au along with your order number. We will be happy to advise the next steps in order to find a resolution or arrange for a refund on full-prices goods, or a credit note (sale items).
CAN I RETURN A SALE ITEM FOR A FULL REFUND?
Sale items may be returned for a free size exchange (subject to availability) or credit note only. Sale items are those that have been permanently marked down.
Final Sale items have been marked down to clear. By purchasing a final sale item you agree that the item cannot be returned. We recommend choosing carefully to avoid disappointment and suggest contacting us via email if you have any questions or concerns prior to purchasing.
HOW LONG DOES IT TAKE FOR A REFUND TO BE PROCESSED?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process the refund which may take up to 5 business days for the funds to clear into the appropriate account.
Alternatively, if you are due to receive a credit note you will receive this immediately after processing via email.
CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?
If you notice something is incorrect on your order after it has been placed, please contact us immediately via email enquiries@cuspi.com.au
We will do our best to change or amend the order, however we unfortunately cannot guarantee this. We are unable to make any changes once your order has been despatched.
CONTACT
HOW CAN I CONTACT YOU?
Please visit our Contact page for full details. Or simply email us at enquiries@cuspi.com.au and we will respond to your enquiry as soon as possible.