At cupcraftco, we maintain rigorous quality control for all drinkware items. Should any issues arise post‑delivery, please contact our customer service team at [email protected] promptly for assistance.
Return Period
Items may be returned or exchanged within 30 days of receipt, provided they meet our eligibility criteria.
Return Shipping Options
- Post Office Collection: Arrange package pickup via your local post office.
- Drop‑off at Post Office: Deliver the package to your nearest post office.
Shipping Cost Responsibility
- Our Fault (e.g., defective/damaged items, incorrect delivery): We cover return shipping costs and provide prepaid return labels for carrier‑caused issues.
- Your Reason (e.g., size/capacity mismatch, colour preference change): You bear shipping fees, which vary by carrier.
Return Requirements
- Non‑Quality Issues: Items must be unused, undamaged, and retain original packaging and any attached tags or labels. For hygiene reasons, used drinkware (any item that has been washed, filled, or shows signs of use) may not be eligible for return.
- Pre‑Approval Required: Obtain customer service approval before returning items.
- Quality/Incorrect Delivery Issues: Provide clear photos of defects, damage, or errors to receive return instructions.
Eligible Circumstances for Return/Refund
- Items damaged or defective due to production or transportation errors.
- Items differing from descriptions (e.g., size, capacity, colour, material).
- Undelivered or lost parcels.
- Delays exceeding agreed timelines.
Return Process
- Contact Customer Service: Share your order number, SKU/product name, and return reason.
- Response: Our team replies within 24 hours on business days with detailed instructions.
- Ship Items: Return to the provided address with a tracking number and receipt.
- Refund/Exchange: We process refunds or exchanges immediately upon receipt and inspection of returned items.
Critical Notices
- Return Address: Use only the address provided by customer service; package sender addresses are invalid.
- Non‑cupcraftco Items: Exclude items not purchased from us – we will not process them.
- Lost/Stolen Packages: We are not liable for transit losses; retain tracking proof.
- Refund Timing: Refunds may take up to 7 business days to reflect, depending on your payment provider.
Special Cases
- Defective/Damaged Items: We issue return labels for carrier‑caused issues.
- Customer Remorse (e.g., size, colour, or style change): You arrange return labels and cover shipping costs.
- Used/Stained Items: Returns with visible use (scratches, stains, odours, or any signs that the item has been filled or washed) may be denied.
Contact Us
Address: UNIT 60 3/F YAU LEE CTR NO.45 HOI YUEN RD KWUN TONG HONG KONG
Telephone: +85245706852 (Available Monday–Friday, 08:00–17:00 UTC +8)
Email: [email protected]