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FAQ
RETURNS
SHIPPING
PAYMENT
How to place an order?
To place an order, select products, add them to the cart, and proceed to checkout.
Can I modify my order after placing it?
You can change your order before it is shipped by contacting customer service.
What payment methods are accepted?
We accept credit cards, PayPal, and bank transfers.
Are payments secure?
Yes, all payments are encrypted and secure.
How long does delivery take?
Delivery usually takes 3 to 5 business days.
How can I track my order?
After shipping, you will receive a tracking number to monitor your package.
How to return a product?
To return a product, fill out the return form and send the product back to our address.
Can I exchange a product?
Yes, we offer product exchanges. Contact customer service for details.
How does pre-order work?
You can order products available for pre-order before their official release.
When will pre-order products be shipped?
Pre-order products are shipped on or around the release date.
What are the benefits of subscribing to the newsletter?
Subscribers receive information about new arrivals, promotions, and exclusive offers.
How can I subscribe?
You can subscribe to the newsletter by providing your email address on our website.
How to create an account?
To create an account, click on “Register” and fill out the registration form.
How can I manage my account?
You can manage your account by logging in and going to the “My Account” section.

Returns & Refunds

  • Contact us first: Email contact@kust.com for return authorization before sending anything back. Returns sent without prior authorization may not be processed.
  • Hygiene exceptions (under EU & Polish law): Underwear, swimwear, socks, and skincare are excluded from the right of withdrawal if the packaging has been opened or unsealed. Such products cannot be returned.
  • Unauthorized returns: If a customer sends back an opened/unsealed product without our authorization, the return will not be accepted. The item will be sent back to the customer at their own cost.
  • 14 days to decide: You can return items within 14 days of receiving your order (except opened/unsealed underwear, swimwear, socks, and skincare).
  • Condition: Items must be unused, in their original packaging, with tags/labels attached.
  • Refunds: Processed within 14 days after we receive your return. Refunds go back to your original payment method.
  • Exchanges: We don’t swap items directly. If you want another size/color, please place a new order.
  • Return shipping: You cover the cost of return shipping unless the product is faulty.
  • Defective items: If your product is defective, email contact@kust.com with photos of the defect and proof of purchase (order confirmation/bill). We’ll cover the return cost and either replace the item or refund you in full (including delivery).

Zwroty i Reklamacje

  • Skontaktuj się z nami najpierw: Napisz na contact@kust.com, aby uzyskać autoryzację zwrotu przed odesłaniem produktu. Zwroty wysłane bez wcześniejszej autoryzacji mogą nie zostać przyjęte.
  • Wyjątki higieniczne (zgodnie z prawem UE i polskim): Bielizna, stroje kąpielowe, skarpety oraz kosmetyki są wyłączone z prawa odstąpienia od umowy, jeżeli opakowanie zostało otwarte lub naruszone. Takie produkty nie podlegają zwrotowi.
  • Nieautoryzowane zwroty: Jeśli klient odeśle otwarty/naruszony produkt bez naszej zgody, zwrot nie zostanie przyjęty. Produkt zostanie odesłany z powrotem na koszt klienta.
  • 14 dni na decyzję: Masz 14 dni od otrzymania zamówienia na zwrot towaru (z wyjątkiem otwartej/naruszonej bielizny, strojów kąpielowych, skarpet i kosmetyków).
  • Stan produktu: Zwracane przedmioty muszą być nieużywane, w oryginalnym opakowaniu, z metkami/etykietami.
  • Zwroty pieniędzy: Realizujemy w ciągu 14 dni od otrzymania przesyłki zwrotnej. Pieniądze zwracamy na tę samą metodę płatności, której użyto przy zakupie.
  • Wymiany: Nie realizujemy bezpośrednich wymian. Jeśli potrzebujesz innego rozmiaru lub koloru, złóż nowe zamówienie po dokonaniu zwrotu.
  • Koszty wysyłki zwrotnej: Pokrywasz koszt odesłania towaru, chyba że produkt jest wadliwy.
  • Reklamacje (wadliwy towar): Jeśli otrzymasz wadliwy produkt, napisz na contact@kust.com, dołącz zdjęcia wady oraz dowód zakupu (potwierdzenie zamówienia/paragon). Pokryjemy koszt zwrotu i wymienimy produkt na nowy lub zwrócimy pełną kwotę (wraz z kosztami dostawy).

SHIPPING

KUST. will process the order as soon as we receive a receipt of your transaction. We will process your purchased items in the shortest time possible.

During sale period, processing of orders and customer support may take longer time than normal. We operate Monday to Friday with the exception of public holidays.

 

SHIPPING COSTS

  1. Poland:
  • InPost, DHL Parcel: 13 PLN.
  • Free delivery for orders above 300 PLN.
  1. EU DHL Parcel:
  • Austria, Czech Republic, Germany, Spain, Netherlands, Estonia, Lithuania, Latvia, Slovakia, Italy: 10€.
  • Belgium, Bulgaria, Croatia, Cyprus, Denmark, Finland, Greece, Ireland, Luxembourg, Portugal, Romania, Slovenia, Sweden, Hungary: 15€.
  • Malta, Monaco: 40€.
  • France (via Fedex): 15€.

Free delivery for orders above 150€.

  1. UK, USA, Canada (via Fedex): 15€

Free delivery for orders above 150€.

  1. Rest of the World: 20€.

Free delivery for orders above 150€.

 

Shipping to Russia and Brazil is not available.

 

DELIVERY

Delivery to countries outside the EU may be subject to local import taxes, which are your responsibility. If so, the shipping company may contact you once your Items are in customs to let you know the cost. Be aware that this may delay your delivery time. It will be your responsibility to pay the necessary charges for local authorities to release goods held at customs. Delivery times are provided as guidelines only and do not take into account possible delays caused by payment authorisation and/or stock availability.

 

POLAND: 1-2 working days

EUROPE: 2-5 working days

REST OF THE WORLD: 2-7 working days

 

ADDITIONAL SHIPPING INFO

Customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient. Unfortunately, we have no control over these charges and cannot predict the cost, as customs policies and import duties vary from country to country.

The customer is fully responsible for all postal charges, return shipment costs, customs charges, and handling fees if they refuse to accept a parcel due to import duties or taxes.

Please note that we cannot undervalue orders or mark them as gifts.

PAYMENT