Frequently asked questions
Q:How do I proceed through the check out process?
A: Once you have finished adding items to your Cart, simply click the “Check Out” button on the Shopping Bag page and we will guide you through the checkout process
Q: How do I remove the items from a shopping cart?
A: You can hover over the cart icon in the top menu bar, and click on X next to the item you want to remove, or you can click on the cart icon to enter it. From there, you can update the shopping cart in terms of removing the item(s), or increasing/decreasing the quantity of the items in your cart.
Q: What if I typed the wrong Email address?
A: Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
Q:What methods of payment do you accept?
A: We accept Credit Cards, Debit Cards, PayPal and Bank Transfer (through PayPal).
Q: Are there any exchange rates?
A: All of our transactions are based in Euro. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
Q: How secure is online order?
A: When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
Q:Which browser should I use to view your site?
A: We highly recommend that you browse with the latest version of Microsoft Internet Explorer, Mozilla Firefox, Google Chrome or Apple Safari.
Q: Can I cancel my order?
A:Yes. Cancellations must be made within 24 hours of order placement. Send us an email within 24 hours and let us know the reason why you wish to cancel your order.
All refunds will be process within 24-48 hours before the fund reflects on customer’s bank account.
Q: How do I set my shipping address?
A: Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuation. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter “č” to “c”.
Q: Can I change my shipping address after placing an order?
A: Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination’s customs department will have the package on hold.
Q: How does shipping work?
A: The Cuba Love partners with global merchants and artisans in order to provide you the best prices and the most interesting products.
This means that your order is shipped from global areas such as Germany, USA, Thailand, Tibet, China, India, etc.
Our global suppliers provide tracking numbers and we do offer a 100% satisfaction guarantee.
Because we ship directly from our partners in these countries, your item may take 12-30 business days to arrive. Please do not panic if it does not show up immediately, it’s on its way 🙂
We offer international shipping options too – no matter where you are, you can buy from us!
Q: When will my order arrive?
A: The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.
Q: How do I track my order?
A: We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.
Q: What do I do if I have missing items in my order?
A: If something is missing, please contact us immediately.
Q:When will my order be processed?
A: Please allow extra time for your order to be processed during holidays and sale seasons.
We processes orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends.
Please contact us if you do not receive shipping confirmation after 5 business days from the day you completed your payment.
Q:Will I be charged with customs and taxes?
A: The prices displayed on our site are tax-free in US$, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
Q: What if I need to return an item?
A: No worries! Contact us and we’ll help guide you through the process to send the item back.
Q: Will shipping be covered for my returns?
A: All return shipping fees and other miscellaneous fees are the responsibility of the customer.
Q: What if the item(s) I received are defective/incorrect/damaged?
A: Please contact us within 2 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
Q: I don’t see any shipping methods to choose from. Why is that?
A: We don’t offer any shipping methods to our customers, as we always choose the best shipping option available at the time, with the shortest delivery time possible, and ship worldwide – absolutely FREE.
Q: After making a payment, can I change my shipping or billing information?
A: Once the order is placed, this information shouldn’t be changed. If it’s crucial for you to change this information, please contact our support team (info@thecubalove.com). If your order has not been dispatched yet, it might be possible to make changes to your information. Please, be careful while entering your billing and shipping information, so situations like this could be avoided.
Q: How do I know if my payment has been received?
A: Once we receive your payment, you will get an invoice confirmation email to the email address you have provided on checkout.
If you have any additional questions, please contact us by e-mail: info@thecubalove.com