FREQUENTLY ASKED QUESTIONS (FAQ)

Table of Contents

FREQUENTLY ASKED QUESTIONS (FAQ)

ONLINE PURCHASE

  • My order didn’t go through. What can I do?

    Please contact our Customer Care Team via live chat, contact form or cune@lingble.com.

  • My order has been declined – do I need to place a new order?

    Please contact first our Customer Care Team via live chat, contact form or cune@lingble.com.

  • Why should I set up an account?

    To create an account and enjoy the benefits of faster checkout, order tracking, and more, please follow the link below:
    Create Account
    Click on the link to access the account creation page. Fill in the required information, including your first name, last name, phone number, email address, and password. Ensure that you read and agree to the Terms and Conditions and Privacy Policy before proceeding. Finally, click on the "Create Account" button to complete the registration process.
    Once your account is created, you can log in using the same link and your registered email and password.

  • Can I choose the currency that I prefer?

    The currency depends on the ship-to-country and is fixated automatically upon check-out.

  • What forms of payment does CUNE accept?

    CUNE accepts the following major forms of payment: MasterCard, VISA, American Express, JCB, DinersClub, Discover card, Alipay, Wechat Pay, UnionPay and PayPal.

  • Does CUNE accept local payment methods?

    Yes. We accept various local payment methods such as online banking, bank transfer, cash payment via ATM and convenience stores. Upon checkout, you can see additional local payment methods that make it convenient for our global customers.

  • Can I pay with PayPal?

    Yes, and PayPal will convert payments on our site to your local currency. PayPal payments can’t be accepted in IDR, MYR or KRW, therefore, we do not provide such payment method in those storeviews.

  • Is there a transaction fee for me if I pay via Paypal?

    No, there is none. The only fee you may face is the PayPal exchange rate, which is a little higher than bank rate.

  • Is there a transaction fee for me if I pay via Alipay?

    No. CUNE will pay the Alipay transaction fee.

  • When will my credit card be charged?

    Your credit card will immediately be charged upon purchase.

  • How do I reset my account password?

    Go to My Account. Please click "Login" and hit the "Forgot your password?" button, then enter your email address to receive a password reset link.

  • How can I receive the latest news and updates?

    Without logging-in:
    You can either subscribe when you get the newsletter pop-up box, or you can scroll down to the bottom of each page until you see the "Subscribe Newsletter" box on the left-hand side.
    After logging-in:
    Go to My Account > "Email Subscription" and click "Edit"

  • How can I unsubscribe to newsletter?

    After logging in, go to My Account > "Email Subscription" and click "Edit".
    Without logging in, click unsubscribe at the bottom of our newsletter to opt-out.

  • How can I change the size of my order before shipment?

    Please contact first our Customer Care Team via live chat, contact form or cune@lingble.com.

  • How can I cancel my order?

    Please contact first our Customer Care Team via live chat, contact form or cune@lingble.com.

  • How do I order online at CUNE?

    Start shopping with us by using your preferred delivery country - "Shipping Destination" at the top/bottom left of our website.
    Shop by category to select your item. Click "Add to cart" to add the item to your cart and proceed to checkout. You can also search for your preferred item by using our search function. Choose to place your order as either a guest or sign into your CUNE account for a speedier, more efficient check out. To complete your purchase, enter your data including shipping address.
    Then click on "Next- Payment" to fill in your billing address and payment details. Check all required details are filled properly and hit "Place Order". Your shipment should now be on the way!
    If you have any questions, please don't hesitate to reach out to our Customer Care Team by via live chat, contact form or cune@lingble.com.

  • Do you reserve the items that I put in my shopping cart for me?

    Items in your shopping basket are not reserved and may be purchased by other customers.

  • Do you provide gift-wrapping?

    Unfortunately no.

  • Do I have to write my name and delivery address in English?

    We strongly recommend you to provide us with your name and delivery address in English characters and avoid the use of special characters to ensure a smooth order processing and delivery.

  • I do not recognize my order charge as it appears as Lingble not CUNE on my bank statement.

    Please note that the charge for your purchase will appear on your billing statement under the merchant name “Lingble” and/or “Prospect Field”.

SHIPPING & DELIVERY

  • I cannot find my country on the country selector. Can I still order from you?

    CUNE is shipping to these countries at this time:
    Australia
    Belgium
    Canada
    Czech Republic
    China
    Denmark
    Finland
    France
    Germany
    Hongkong
    Indonesia
    Ireland
    India
    Korea
    Malaysia
    Netherlands
    New Zealand
    Norway
    Philippines
    Singapore
    Sweden
    Switzerland
    Taiwan
    Thailand
    United Kingdom
    United States
    Vietnam

  • What is your shipping fee policy?

    There will be a shipping charge of USD 40 (or equivalent in your local currency) when order amount is below USD 200. We offer free shipping for orders over USD 200 (or equivalent in your local currency).

  • How fast is the delivery?

    Our customers typically receive their orders within 5-7 days of shipping.
    Most East Asian countries and North America: 4-5 days. Rest of World: 5-7 days. If the order was placed over a weekend, it will be processed the next business day, so it may take 1-2 more days to reach you.
    You will receive a tracking number in the confirmation email sent at shipment.
    Please note that we have no control over customs authorities in your country, which may from time to time delay the delivery of a package or, in rare situations, request additional information or fees (via SMS or e-mail). We will do our best to assist you with any customs issues. Just reach out to us! We recommend you respond in a timely manner to avoid the shipment being returned to us. In such cases, you agree that you shall bear any return costs and reshipment costs. For more information please refer to our Terms and Conditions.

  • Do you offer express shipping option?

    Unfortunately no.

  • Where do you ship my order from?

    We ship all orders from Japan.

  • What courier company do you use for delivery?

    We ship our products using world-class courier services such as FedEx and DHL.

  • Can I have my item delivered to a PO boxes or military addresses?

    Unfortunately no.

  • How do I track my order?

    Your tracking number is included in the email we send when your order ships.

  • I received the tracking number today but why I can't see the status of my parcel?

    The couriers update tracking information normally within 24 hours in business days as they don't work on weekends or public holidays.

  • Can you forward my preferred delivery time and other delivery preferences to courier?

    No, we are unable to forward your preferred delivery time and other delivery preferences to the courier company. Please contact the courier directly once the order is shipped.

  • I am a customer from India. Will you assist me with KYC (know-your-customer) documents to customs for clearance?

    When placing your order, please make sure the recipient’s name and delivery address match with the recipient’s details in his/her personal ID during check-out.
    After placing your order, please reach out to our customer care via live chat, contact form or cune@lingble.com. We will send you an e-mail with detailed information regarding the KYC documents required and the tracking number. You need to upload those KYC (know-your-customer) documents (including Government-issued identification documents and address proof) to the courier platform yourself.
    Without these documents, shipments will be held in Customs Bond, causing clearance delays. If it results in returns, confiscation, or other customs actions, you will be solely responsible for all related cost deduction from the refund.
    For more inquiries about KYC, please refer to this link: DHL: https://www.kyc.india.express.dhl.com/forms/login.aspx FedEx: https://kyc.fedex.com/#/app-faq/0

  • I want to make an order to U.S. Do I have to give you my Tax ID / SSN?

    Providing your Tax ID / SSN is optional at checkout, but please note that if you choose not to provide your Tax ID / SSN and CBP requires it, your package may be delayed, returned, or even seized.
    In the event your order is returned to us due to customs clearance failure due to non-provision of Tax ID / SSN:
    - The order will be automatically cancelled and refunded once the item is returned.
    - The original shipping fee will be deducted from the refund amount.
    - You may also be responsible for any return shipping charges or additional fees incurred, such as customs handling fees.
    We understand that your Tax ID / SSN is highly sensitive information. Rest assured, it will be used solely for customs clearance purposes and handled with the utmost care in accordance with our Privacy Policy.

CUSTOMS/TAXES

  • Does the price shown in the product page include tax?

    We ship on a DDP (Delivery Duty Paid) basis, which means that all custom duties are included in the product price. There may be instances in which additional taxes need to be paid. Any such additional taxes will be calculated according to your specific address and itemized at checkout.

  • Do I need to pay taxes and duties to the courier upon delivery?

    Please contact first our Customer Care Team via live chat, contact form or cune@lingble.com.

PRODUCT INFORMATION

  • Where do you manufacture your products?

    We manufacture our products mainly in Japan and China. Please check Product Detail on each product page.

  • Do you restock your products?

    We currently have no plans for restocking.

  • What sizing does rings follow?

    It follows the Japan Custom Size (JCS) and is the standard ring size system used in Japan.
    Size Guide

STOCK

  • How can I be notified if the product I want is back in stock?

    When a particular size/color of an item is out-of-stock, you can click on the size/color selector and "Notify Me" button will show up. Please enter your email address and then click "Submit". You will not receive any confirmation email upon submission but will receive a notification when the item is back in stock.

  • Can I purchase a product that is not listed at the global site?

    Unfortunately no.

  • Can you check the stock availability of a product in one of your retailers?

    Unfortunately no.

STORE & STOCKIST INFORMATION

  • Where can I find CUNE stores in Japan?

    Please refer to our CUNE stores in Japan:
    Store

  • Where can I find the CUNE stockists?

    Please refer to our CUNE stockists in Japan:
    Store

SIZING

  • How can I get my correct size?

    There are product measurements on each product page under product description.
    Please refer to the measuring guide on how to get the measurements.

  • Are your size charts 100% accurate?

    CUNE size charts are designed to provide customers with a general guideline for selecting the appropriate size, but they should be considered approximate rather than 100% accurate.
    The size and fit of CUNE products can vary depending on factors like:
    -Fabric and material composition
    -Garment design and cut
    -Individual body types and measurements

REPAIR & CARE

  • Are CUNE products machine washable?

    Please check the care label of each product and follow the instructions. It will show if the item is machine washable, and provide specific instructions on water temperature, cycle, and drying method.

  • Do you provide repairing service or after-sales service to customer who purchases your product from one of your authorized retailers?

    CUNE is solely responsible for the quality of products sold on this global website. Customers who have purchased CUNE products from CUNE's retailers or resellers of any sort should contact the original sellers for direct assistance with any quality issues or warranty claims.

OTHERS

  • Can you authenticate a CUNE item that I purchased from ebay?

    We are not able to authenticate whether items are real or not if they are purchased at non-authorized CUNE retailers.

RETURNS & EXCHANGES

  • What is the return/exchange policy?

    - Returns and exchanges must be initiated within 7 days of receiving your order and items must be received by CUNE within 21 days from the date of purchase, barring any customs-related delays for returns from outside Japan.
    - All returned items must be in their new and original condition: unused, not hemmed, unwashed, unworn and with tags attached.
    - All accessories and items accompanied by items originally (such as cases, user manuals, and spare parts) must also be returned.
    - No returns or exchanges for discounted items are accepted.
    - Returns that do not meet the above requirements will not be accepted.
    - If your final purchase amount is below the free shipping threshold after returning a product, we will deduct the original shipping costs that would have been charged from the refund. However, if you choose to be refunded via a cash coupon, we won't deduct the original shipping costs.
    - You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.

  • Can I return a product that was bought during sale?

    No returns or exchanges for discounted items are accepted.

  • Do you accept late return/exchange?

    No late returns or exchanges will be accepted.

  • Do I have to bear the return/exchange shipping costs?

    Yes. You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.

  • What is the estimated return shipping costs? Is it close to the shipping fee quoted on the website when the order is below free-shipping threshold?

    Please contact your preferred courier with tracking service for quotation. The shipping fee quoted on the website is not a reference for the actual return costs.

  • How can I return/exchange my order?

    Please check if your order fulfills the return policy and then contact our Customer Care Team via live chat, contact form or cune@lingble.com for next step.

  • How long does it take for a refund to be issued?

    Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers. If you do not receive your refund after 10 business days, please contact Customer Care Team via live chat, contact form or cune@lingble.com next.

  • What should I do if the product I have just received seems defective?

    Please contact Customer Care Team via live chat, contact form or cune@lingble.com immediately.