Frequently Asked Questions

Most orders ship within 1 to 3 working days. During busy periods such as releases or conventions it can take a little longer. You receive a confirmation email when your parcel is on its way.

If you are in a hurry, feel free to contact us.

Delivery times depend on your location:

• Netherlands: usually 1 to 2 working days
• Europe (EU): usually 2 to 7 working days
• Outside Europe: often 1 to 4 weeks, depending on the country and local carriers

If your tracking has not updated for several days or your parcel seems stuck, feel free to contact us at info@cutiesquad.com and we will look into it for you.

Sorry about that. Unfortunately mistakes can happen.

If something is missing or incorrect, send us a message at info@cutiesquad.com with your order number, a quick photo, and we will fix it as fast as possible.

Returns are accepted for EU customers only.

You can return unused items within 14 days after delivery. Digital items, personalised items and sale items cannot be returned unless defective on delivery.

Return shipping is the customer’s responsibility unless we made a mistake.

We currently do not offer exchanges. If you want a different item, simply place a new order

More details are in our full policy on the Returns page.

If your order has not shipped yet, we can cancel it.

Once it has been dispatched, cancellation is no longer possible, but you can return it after delivery (EU only).

All products follow EU General Product Safety Regulation guidelines.

You can find full safety details for each item here.

If you cannot use Kickstarter’s payment methods, you can make your pledge through our webshop.

Webshop pledges do not appear inside Kickstarter, but we keep everything aligned with the campaign.

You receive the same items and follow the same reward timeline.

If you are unsure which tier fits best, you can always send us a message.