Refund policy
Cunterella Return & Refund Policy
(Read this before you try anything cute.)
At Cunterella, every piece is crafted or curated with intention, edge, and attitude. We’re a small brand — not a rental service, not a “try‑before‑you‑buy” playground, and definitely not here to bankroll serial returners. Because of that, our policy is firm, fair, and designed to protect both our customers and our sanity.
Second‑Hand Items
All second‑hand, vintage, pre‑loved, or restored items are FINAL SALE.
No returns. No exchanges. No exceptions.
These pieces are one‑of‑a‑kind — once they’re yours, they’re yours.
30‑Day Return Window (New Items Only)
For new items, you have 30 days from delivery to request a return.
To qualify, your item must be exactly as it arrived:
- Unworn
- Unused
- Unwashed
- Untampered
- With all original tags
- In original packaging
- With proof of purchase
If it looks worn, stretched, perfumed, stained, photographed, or lived in — it’s not eligible.
We can tell. We always can.
To start a return, email concierge@cunterella.com.
Approved returns must be shipped to:
Cunterella Returns
462 20 Ave NW, Unit 3
Calgary, AB
T2M 1C4
Unapproved returns will be rejected.
We don’t process mystery packages or “surprise returns.”
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Damages & Issues
If your order arrives damaged, defective, or incorrect, contact us immediately.
This is the part we take seriously — and we’ll fix it fast.
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Non‑Returnable Items
Some items are final, no matter what story someone tries to spin:
- Perishables
- Custom or personalized items
- Personal care products
- Hazardous or flammable materials
- Sale items and gift cards
- Second‑hand items (always final sale)
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Exchanges
Want something different?
Return the original item (if eligible), and once approved, place a new order.
Clean, simple, drama‑free.
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EU 14‑Day Cooling‑Off Period
If your order ships into the EU, you have 14 days to cancel or return for any reason.
Items must still be unused, with tags, packaging, and proof of purchase.
Even Europe doesn’t get to return worn items — sorry babes.
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Refunds
Once your return arrives, we’ll inspect it and let you know if it’s approved.
If approved, your refund goes back to your original payment method within 10 business days.
Banks sometimes move slower than we do — allow extra time for processing.
If 15 business days pass after approval and you still don’t see your refund, email concierge@cunterella.com.
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A Final Word (Cunterella Style)
We adore our real customers — the ones who buy with intention, love their pieces, and respect the craft.
We do not entertain return abusers, serial try‑on shoppers, or “I wore it once for a photo” situations.
Respect the product, respect the process, and we’ll respect you right back.
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Cunterella Shipping Policy
(Fast, clear, and with attitude.)
We ship your order with care — not chaos. Every item is packed securely, checked twice, and sent out with the same energy we put into creating it.
Processing Time
Orders ship within 2–5 business days unless otherwise stated.
Second‑hand and curated items may ship faster because they’re already prepped.
Shipping Rates
Rates are calculated at checkout based on your location and chosen method.
Tracking
Once your order ships, you’ll receive a tracking number.
If your tracking hasn’t updated, don’t panic — carriers sometimes move slower than we do.
Lost or Stolen Packages
We are not responsible for packages marked as delivered by the carrier.
If your package goes missing, contact the carrier first — they have the tools to locate it.
Incorrect Addresses
If you enter the wrong address, email concierge@cunterella.com immediately.
If the order has already shipped, we can’t reroute it
Thank you