FAQs
Shipping
Which countries do you ship to?
Currently, we only ship within Italy.
How much does shipping cost?
[to be completed — e.g. "Shipping costs X€, free for orders over Y€"]
How long does it take to receive the order?
[to be completed — e.g. "Orders are delivered within 2-4 business days"]
Do you have physical stores or pick-up points?
No, we do not have physical stores or pick-up points: we operate exclusively online and ship all orders directly to the indicated address.
Returns and Refunds
Can I return a product if I'm not satisfied?
Yes, you have 30 days from receipt of your order to request a return. The item must be in the same condition as received: unused, with all tags and in its original packaging. A receipt or proof of purchase is also required.
How do I request a return?
Please email us at info@kutta.store to start the process. Once the return is accepted, we will send you instructions on how and where to send the package. Items sent without a prior request will not be accepted.
Who pays for return shipping costs?
Return shipping costs are the responsibility of the customer, except in cases of a defective, damaged, or incorrect item, where they are our responsibility.
What do I do if I receive a damaged, defective, or incorrect item?
Contact us immediately at info@kutta.store: we will assess the problem and resolve it, with shipping costs covered by us.
Are there any products I cannot return?
Yes. We do not accept returns of perishable goods, custom or personalized products, personal care products, hazardous materials, promotional items, or gift cards.
Am I entitled to a right of withdrawal if I am an EU customer?
Yes, if the order is shipped within the EU, you have the right to withdraw within 14 days, without needing to provide any reason. The same conditions of product integrity apply (unused, original tags and packaging). Return shipping costs in this case are your responsibility.
How do I exchange an item for another?
The quickest way is to return the item received and, once the return is accepted, separately purchase the new product you want.
How long does it take to receive the refund?
After the return is approved, the refund is processed within 10 business days using the original payment method (excluding original shipping costs). If more than 15 business days have passed since approval without receiving the refund, contact us at info@kutta.store.
Payments
What payment methods do you accept?
[to be completed — e.g. "Credit card, PayPal"]
Products
What kind of products do you sell?
[to be completed — e.g. "Products for dog and cat care"]