Frequently Asked Questions
Welcome to
Please browse this page to find answers to a number of the most commonly asked questions. If you have a query and it is not answered here, please do get in touch. You can find contact us link on the top and bottom of every page but to make it easier we also include it here, Contact us.
Our friendly Customer Care Team is always on hand to help with any questions you may have.
You can email us on hello@cuboli.com (We aim to respond to all emails within 3 business days). We appreciate your patience while we revert back to your questions and do everything we can to answer as quickly as possible.
To make it a tad easier for you to navigate through the long list of questions, we ordered them into sections.
GENERAL QUESTIONS
Who is
I have a question, how can I contact you?
Please do, we would love to hear from you. Please email us on hello@cuboli.com or use a contact us page.
PAYMENT AND SECURITY
Is it safe to order online?
Yes. When you input your name, address or credit/debit card details on to the website, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit cannot be read in the unlikely event it is intercepted. If you are unsure as to when the SSL security is being applied, check that there is a Padlock icon or Key icon in the grey bar at the base of the page you are reading. When you use your card on our website, the credit card data entered into our payment form is never sent to our server. Instead, the data is sent directly to
Which payment methods can I use?
We accept payments from all major credit and debit cards around the world, in all major currencies – and you can pay using your PayPal account. Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.
Please note: prices in our store are displayed in US Dollar (USD), Euro (EUR) or UK pound sterling (GBP). PayPal transactions will be charged in USD, while cards will be processed in USD, EUR or GBP, depending on your location.
Please note: the account you use to make payment may charge you for buying in a different currency, so to ensure you don’t get any surprises, we recommend checking with your account provider
What is MASTERCARD
MasterCard SecureCode (or 3D Secure) is an added layer of security for online card transactions. A private code known only to you and your bank helps protect you against unauthorised use of your card. In simple terms, MasterCard SecureCode is chip and pin online.
For more information on MasterCard SecureCode, check out our guide here.
What is Verified by VISA?
Verified by Visa (or 3D Secure) is an added layer of security for online card transactions. A private code known only to you and your bank helps protect you against unauthorised use of your card. In simple terms, Verified by Visa is chip and pin online.
For more information on Verified by Visa, check out our guide here.
How will the charge show up on my credit card?
The charge for your order will appear on your credit card statement as: “Cuboli Store”.
Should I use spaces or dashes when I enter my credit card number?
No. Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.
Does my billing address have to match the address on file with my credit card?
Yes. For credit card verification and fraud prevention, you must enter your billing address exactly as it appears on your credit card statement.
Why is my credit card being rejected?
There are many possible reasons for a credit card not being accepted, such as:
- The card has expired
- You have reached or exceeded your credit limit
- You have exceeded your daily charge limit
- Other technical problems beyond our control
If you have problems submitting your credit card payment you can contact Customer Care Team for help. When you contact us, it would be super helpful if you tell us any error message numbers you received.
MY ACCOUNT
Do I have to create an account with you?
Registering with us isn’t necessary and you can place an order without going through the
Change your preferences
Update your payment information
Update address
Track your orders
Manage your account password
Take part in competitions
Once you’ve registered, you can access your account at any time using the My Account link at the top of every page.
I’ve forgotten my password, can you help?
No problem! Use the ‘forgot your password?’ link at the login page, enter your email address and we’ll send you an email so you can reset your password and choose a new one.
Do I have to sign up to enter competitions?
Yes. We need your information to contact you if you win our competitions. By signing up you will also get early notifications of limited edition releases, exclusive offers and other promotions.
ORDERING AND RETURNS
I’ve ordered by mistake, what can I do?
Don’t panic! But act quickly! If you’ve not yet received an email notifying you that your order has been dispatched, please email us right now at hello@cuboli.com with ‘Don’t send my order!’ in the subject box and, as long as your order has not already been processed, we will be able to sort it for you.
I’m not satisfied with my order, I want to send it back.
Your satisfaction is our top priority. If for whatever reason you’re not entirely happy with your purchase, as long as it’s not been more than 14 days since you received your item(s), you may be eligible for a refund. Please send an email to hello@cuboli.com quoting your order number and your reasons for wanting to return your item.
Your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please do not send anything back without first waiting for a response to your email. For all info on returns, please see our Returns Policy.
That’s not what I ordered!
Please check your order confirmation and order dispatch emails. If what’s detailed there is not what’s with you, then we’ve made a mistake and we’re really sorry. Please email us at hello@cuboli.com with ‘That’s not what I ordered’ in the subject line and we will sort it out immediately.
You have seen something advertised but can’t find it online?
Get in touch with customer care; hello@cuboli.com and provide as many details as possible – what was it, where you saw it, the brand, style name and colour if possible. We’ll do our best to track it down.
Are the pictures on your website a true representation of the product?
We make every effort during the photography process to ensure the images you see online are as close to the real thing as possible. It’s worth keeping in mind that all monitors have different colour settings.
Can I return an item?
Please refer to our Returns Policy.
How do I redeem my coupon code?
Once you click “proceed to checkout” and fill in billing information, click “Next”. On the top of next page, you will find a coupon code drop-down, enter your coupon code there and hit “Apply
SHIPPING AND DELIVERY
How much will it cost to get my order delivered?
NOTHING. As simple as that!
Do you ship worldwide?
Unfortunately, we are not there yet. This is something we are working on at the moment and we hope to make an announcement soon.
How
All our delivery orders are dispatched with tracking. You will receive a dispatch email with a tracking link for your order. Please contact us if you have not received an email with a tracking number. You can go to our tracking page to see where your item is right now.
How long will it take for my order to arrive?
Standard Secured Shipping & Insurance takes 7 – 21 Business Days for delivery. Please visit our Shipping Guide for more details.
It’s been ages and my order is still not here! Where is it?
You can go to our tracking page to see where your item is right now. Please contact us if you have not received an email with a tracking number.
If it’s been a couple of weeks since you received your dispatch notification email, your order should be with you, but, before getting in touch, please check the following:
Did you receive both an order confirmation email and an email confirming your order has been dispatched?
If you have both these emails, is the delivery address correct on both? Have you received an email telling you that your order has been cancelled? (Could this be lurking in your SPAM folder?).
If you’ve checked all the above and still believe your order is late, please drop us an email at hello@cuboli.com with ‘Where’s my order?’ in the subject line and we’ll get back to you straight away.
Happy Shopping!