Shipping Policy

Order processing

Orders are reviewed after checkout to confirm product availability, customer details, payment status, and delivery information. Footwear may require additional handling time because sizes, finishes, and packaging must be checked before dispatch.

Processing estimates are business-day estimates and do not include weekends, public holidays, carrier disruption, customs inspection, address correction, or payment review.

• Order confirmation means the order request was received.
• Dispatch confirmation means the parcel has been handed to, or scheduled with, the carrier.
• Tracking information may take time to activate after the label is created.

Delivery methods and timing

Available delivery methods depend on the destination, parcel weight, carrier coverage, and checkout configuration. The delivery estimate displayed at checkout is an estimate, not a guaranteed delivery date.

If the carrier cannot complete delivery because the address is incomplete, the customer is unavailable, or local delivery requirements are not met, the parcel may be returned, held, or delayed according to the carrier's rules.

• Keep your order number available when contacting support.
• Review the shipping address before payment.
• Contact support quickly if an address needs correction before dispatch.

Shipping costs, taxes, and duties

Shipping costs, free-shipping thresholds, taxes, and duties are calculated or displayed during checkout where available. If a destination requires customs duties, import taxes, brokerage fees, or local charges, those charges are the customer's responsibility unless checkout clearly states otherwise.

Cuerzo may update shipping prices or available destinations as carrier costs and service coverage change.

Lost, delayed, or damaged parcels

If tracking shows an unusual delay, a delivery exception, or damage in transit, contact us through online chat or email at [email protected]. We may ask for the order number, delivery address, photos of damaged packaging, and any message received from the carrier.

Cuerzo will review the issue with the carrier and advise the next step. Replacement, refund, or credit decisions for transit issues depend on carrier confirmation, product availability, and the facts of the case.

Delivery limitations

We may refuse, cancel, or hold an order if the address is not serviceable, if fraud checks cannot be completed, if payment cannot be verified, or if the order appears to breach our policies.

Risk of delivery problems increases when parcels are shipped to hotels, temporary addresses, freight forwarders, parcel lockers, shared buildings, or locations where a signature cannot be obtained.