Shipping policy
CUKATU Shipping Policy
Last Updated: February 8, 2026
We ship our products to customers around the world and strive to ensure your footwear arrives safely and in a timely manner. Because many CUKATU shoes are made-to-order rather than mass-produced, our shipping timelines and processes may differ from other retailers. Below we outline how our orders are processed and shipped, shipping options, and what to do if issues arise during delivery.
For any questions about shipping or delivery, please contact support@cukatu.com. We are happy to assist with tracking information, special shipping requests, or any concerns about your shipment.
Order Processing & Production Time
Handcrafted Upon Order: Most CUKATU footwear is crafted upon order (made-to-order), unless specifically noted as in-stock. This means that when you place your order, we begin the production of your shoes according to your specifications.
Made-to-Order Items: The typical production time for made-to-order or custom footwear is approximately 5–7 weeks before shipment. This timeframe allows our artisans to build your shoes to our quality standards. Each pair goes through multiple stages of cutting, lasting, stitching, and finishing by hand. We appreciate your patience during this process – quality craftsmanship takes time, and this process ensures you receive a pair of the highest standard.
In-Stock Items: If an item is marked as in stock (limited styles or quantities that are already made and ready to ship), we will process and ship these orders faster. In-stock orders usually ship out within 3–5 business days after order confirmation. We still perform a quality check on every item before it leaves our facility. Availability of in-stock styles can vary; if your order contains both in-stock and made-to-order items, they may ship separately as they become ready (see Split Shipments below).
Order Confirmation: You will receive an email confirmation when you place your order. If we anticipate any significant delay beyond the stated production times (for instance, a material shortage or an unusual order volume), we will do our best to notify you and provide an updated estimate. Otherwise, you can expect that we are working hard on your shoes during the production window.
Note: Production times are estimates and can vary slightly. Handmade work isn’t rushed; our priority is to deliver an exceptional product. Rest assured, the moment your shoes are complete, we will ship them out and you’ll receive a shipping notification.
Delivery Time After Shipment
Once your order has been crafted (if applicable) and handed over to the shipping carrier, delivery times will depend on the shipping method and destination:
United States (Domestic): Orders shipped within the U.S. typically arrive in about 3–7 business days from the date of shipment. The exact transit time depends on the shipping service level you select at checkout (Standard Ground, Expedited, etc.) and your location relative to our shipping facility.
International Orders: For international destinations, delivery is usually 5–14 business days from the date of shipment. The range is broad because it depends on the destination country, the efficiency of local postal services, and customs processing times. Major metropolitan areas might receive packages in about a week, whereas more remote locations or countries with slower customs may approach the longer end of the range.
Carrier & Service: We use reputable carriers (such as UPS, FedEx, DHL, or national postal services in some cases) depending on the destination and service selected. The delivery estimates above are based on standard shipping services. If you choose an express courier option, delivery may be faster (2-5 days internationally, for example).
Please Note: The delivery times above are estimates, not guarantees. Once a package is in transit, delays can occasionally occur due to reasons outside our control (weather disruptions, customs backlogs, carrier logistical issues, etc.). CUKATU is not liable for such unforeseen delays, but we will help you in any way we can to track and communicate with the carrier if a package is delayed.
If you need an item by a certain deadline (for a gift or travel, for example), we encourage you to contact us to discuss the best shipping options. We will do our best to accommodate your needs within the constraints of our production process.
Shipping Charges
Calculated at Checkout: Shipping costs are calculated and shown at checkout based on your delivery address and the service level you select. We do not pad or profit from shipping fees; it is the real-time rate from the carrier, possibly subsidized if we offer flat-rate or free shipping promotions.
Multiple Shipping Options: We typically offer a standard shipping option and possibly expedited options at checkout. The choices will show expected transit times (e.g., Standard 5-7 days, Express 2-3 days) and the corresponding costs. For international shipping, you may see options like standard international or express international.
Free Shipping Promotions: If we are running a free shipping promotion or if your order qualifies for free shipping (for example, orders over a certain amount or limited-time offers), it will be indicated at checkout. In such cases, the shipping charge will be waived for the specified service. (Note: Free shipping, when offered, usually applies to standard shipping within certain regions.)
Non-Refundable: Shipping fees are non-refundable once the order has shipped, except in cases where CUKATU made a mistake (such as sending the wrong item or a defective product, where we would refund your shipping as part of the remedy). If you return a product, we will refund the product price as per our return policy, but not the original shipping fee you paid. This is standard practice as the fee covers the service that delivered the product to you.
Customs Duties Handling Fees: For international orders, any customs brokerage fees or handling fees levied by the carrier to process import duties are also not covered by CUKATU and will usually be collected from you upon delivery (see International Shipping & Duties below for more details). These are not part of our shipping charge, but it’s worth noting here so you’re aware of the full scope of shipping-related costs.
We strive to keep our shipping rates fair. If you have any special shipping requests (like using your own UPS/FedEx account, or hold-for-pickup at a carrier location), contact us – we will try to accommodate when possible.
Tracking Information
We know you’re eager to receive your CUKATU shoes. That’s why we provide tracking for all shipments:
Tracking Email: As soon as your order ships, we will send a shipping confirmation email to the address on file. This email will contain your tracking number and a link to track the package. You can click the link to see the status and movement of your shipment on the carrier’s website.
Activation of Tracking: Please note that tracking numbers may take up to 24 hours to become active after you receive the notification. This is because the carrier’s system might not update until their next scan event or until the package is picked up and processed. If the tracking shows no movement initially, don’t worry – give it a little time and check again.
Tracking Updates: Once in transit, tracking updates are dependent on the carrier. Most carriers provide scan updates at various points (pickup, departure from facility, arrival at destination area, out for delivery, delivered, etc.). For international shipments, tracking might show when the item leaves our country, when it arrives in the destination country, and clearance in customs. Sometimes there may be a period of several days with no new updates, especially when the package is en route overseas or waiting in customs; this is normal.
If You Don’t Receive Tracking: If for some reason you haven’t gotten a shipping email within the expected processing time frame (see Order Processing above) and the estimated production window has passed, please check your spam/junk folder, then contact us. It’s possible the email bounced or there’s a typo in your contact info. We will promptly provide you with the status and tracking number.
Account Orders: If you created an account on our website, you may also log in and view your order status and tracking information in your order history, once shipped.
Tracking your package is the best way to stay informed about your delivery. We encourage you to keep an eye on it and let us know if anything looks unusual or if there are concerns. We’re here to help ensure your CUKATU shoes reach you safely.
International Shipping & Duties
We proudly ship worldwide. International orders do involve some extra considerations, so please review the following if you are ordering from outside the United States:
Customs Duties and Taxes: Your order may be subject to import duties, taxes, VAT, and/or customs clearance fees once it reaches your country. These charges are determined by your local government and customs agency, not by CUKATU. We do not include these fees in our prices or shipping costs.
The carrier (DHL, FedEx, UPS, postal service, etc.) may require payment of these charges before or upon delivery. They might contact you when the package is in customs to arrange payment.
Duties and VAT vary by country and by product value. For example, footwear might carry a specific duty rate in your country, and VAT/GST will apply as per your local rate.
You, as the importer/customer, are responsible for paying these charges. If you’re unsure about the potential amount, we recommend checking with your country’s customs office or online duty calculators to estimate.
Customs Clearance: All international shipments will have a customs declaration on the package with the value and contents of the item. We abide by international shipping laws, so we cannot mark orders as “gift” or undervalue the items to help avoid duties. Please do not request us to do so, as it is illegal.
Customs processing times can vary:
Some packages clear customs within hours, others can take days or occasionally longer if inspections are needed. This can affect delivery time.
Delays in Customs: If your package is experiencing a delay in customs, unfortunately CUKATU has limited control over that process. We advise patience, but if it seems excessively delayed, let us know and we can try to contact the carrier for an update.
Refusal to Pay Duties: If you choose not to pay import duties/taxes and the package is consequently returned to us, we can refund you for the product minus any return shipping costs and fees charged to us. (See “Refunds and Deductions” above regarding refused packages.) It’s usually in everyone’s best interest to pay the required fees and receive your item.
Regional Shipping Partners: In some countries, our primary carrier might hand off the package to a local postal service for final delivery. For example, an EMS or local post might complete the delivery in certain regions. Your tracking number should continue to work, possibly on the local postal service’s website once in country.
In summary, please be aware of your country’s import fees when ordering. We value our international customers and want you to have a smooth experience, but it’s important to understand the local costs that may apply. If you have any questions about international shipping or documentation, feel free to contact us prior to ordering.
Delivery Address Responsibility
Please ensure the shipping address you provide at checkout is complete and accurate. We ship to the address exactly as provided, and mistakes or omissions can lead to delivery problems. Here are important points regarding addresses:
Address Accuracy: Double-check your street address, apartment or unit number, city, state/province, zip/postal code, and country before finalizing your order. If you realize after ordering that something is incorrect, contact us immediately. We may be able to correct it if the order hasn’t shipped yet. Once shipped, we cannot change the address mid-transit in most cases.
Undeliverable or Incorrect Address: If a package is returned to us due to an incorrect or incomplete address provided by the customer, or because the package was unclaimed, the customer will be responsible for any additional shipping fees to resend the package to the correct address. We will reach out to you to confirm the address and arrange payment for re-shipment. Delivery delays caused by address errors are not the responsibility of CUKATU.
Delivery Refusal: If you refuse delivery of a package (for example, if you changed your mind about the order while it was in transit, or due to duties owed), the carrier will usually return the package to us. This can incur return shipping fees. We will treat this as a return (if the item is eligible for return) with the same deductions outlined earlier (deducting round-trip shipping costs and any customs fees we incur). We strongly advise against refusal—it's usually smoother to accept and then go through our return process if needed.
Failure to Collect Packages: For carriers that require pickup (say, if a delivery attempt was missed and the package is at a local post office or pickup point), please pick up your package promptly. Carriers typically hold packages for a limited time before returning them to sender. If a package is unclaimed and returned to us, it falls under the same scenario as above, and you may be responsible for additional shipping to resend it.
Customs Clearance Issues: In international shipping, if a package is held due to customs requirements (like missing documentation or verification of importer details), we will try to contact you or the carrier will. Please respond promptly to any inquiries from us or customs authorities to prevent returns or abandonment. If customs clearance fails due to customer inaction and the package is returned or destroyed, we will work with you on a resolution, but it may result in costs as per our policies.
By providing a shipping address, you are confirming that it is a secure location for delivery. CUKATU is not liable for packages delivered to the address given if the information was incorrect or if the package is stolen after delivery (see Delivery Risk below). Taking care with your address entry helps ensure you receive your shoes without a hitch!
Shipping Issues and Delivery Risk
While we do everything we can to ensure your order gets to you safely, once we hand the package over to the carrier, some factors are outside of our control. Here we explain how we handle issues like lost packages, theft, or damage in transit:
Transit Risk: CUKATU insures shipments against damage or loss up to the point of delivery. This means if a package is confirmed lost by the carrier before it reaches you, or if it arrives damaged, we will work with you to resolve it (see below for specifics). However, once a package is marked as delivered at the provided address, responsibility for it passes to the customer.
Lost or Missing Packages: If your tracking information has not updated for an unusually long time or indicates the package is lost in transit:
First, contact us at support@cukatu.com or reply to your order email. We will reach out to the carrier to investigate the delay or loss. Carriers have processes to trace lost shipments or file official loss claims. This may take some time, but we will keep you informed.
We may ask you to check with neighbors or your local mail carrier if there’s any indication it was delivered somewhere nearby or left in an unexpected location.
If the carrier confirms the package is lost and cannot be recovered, we will take care of you. Depending on the situation, we will either send a replacement product (if available) or issue you a refund. For made-to-order items, a replacement will entail the production time again, but we will prioritize it.
Note: We cannot immediately reship or refund until the carrier completes its investigation or declares the parcel lost, because sometimes delayed packages do turn up. We appreciate your patience during this process.
Stolen Packages (Marked Delivered but Not Received): If the tracking shows “delivered” but you did not receive the package:
First, double-check around your property (front door, back door, mailbox, lobby, etc.) and with neighbors or building managers. Occasionally, deliveries are left in obscure places or with building staff.
If the package truly is missing, unfortunately this likely indicates theft or misdelivery. CUKATU is not responsible for theft or misdelivery once the carrier has confirmed delivery to the address provided. We highly recommend ensuring a secure delivery location (for example, have packages sent to a workplace, or request signature confirmation for high-value items – see Signature Requirement below).
That said, please notify us if this happens. We can often assist by contacting the carrier to see if there was a delivery error (sometimes they can retrieve a misdelivered package). We may also advise filing a theft report with local authorities if applicable. While we cannot guarantee a free replacement or refund in cases of confirmed delivery, we will do our best to help within our means. Each case will be evaluated individually.
Damaged Packages: If your order arrives and the box is heavily damaged, crushed, or opened, take photos before opening if possible. Then inspect the contents:
If the product itself is damaged (e.g., scuffs, cuts, or deformities on the shoes) or parts are missing due to the package damage, contact us immediately (within 3 days of delivery) at support@cukatu.com. Send us the photos of the package and the damage to the product.
Please retain all packaging materials (shipping box, inner packaging, etc.) as the carrier may need to inspect them for a damage claim.
We will file a claim with the carrier for the damage. Meanwhile, we will work on getting you a suitable resolution — this could be a replacement of the damaged item, a return and refund, or another solution depending on the extent of damage and your preference.
We will cover any return shipping needed for a damaged item and the cost of sending a replacement, of course.
Minor dings or dents on the shipping carton that do not affect the product inside are normal and not considered damage. But if anything affects the item’s condition, do reach out.
Weather Delays and Force Majeure: Occasionally, extreme weather or unforeseen events (natural disasters, pandemics, etc.) can delay shipments or make delivery temporarily impossible. These are out of the carrier’s and our control. We ask for your patience in such events. We will keep you updated and ensure delivery as soon as it’s feasible. If a package is stuck in a disaster-affected area, we cannot declare it lost until conditions normalize, but we will communicate with you and the carrier throughout.
In summary, we are committed to getting your order to you. If something goes wrong in transit, we will assist you in resolving it. We do ask that customers also take precautions: track your shipments, choose secure delivery addresses, and promptly collect packages. Together, we can mitigate delivery risks.
Signature Requirements and Delivery Attempts
For security and to ensure valuable orders reach the right hands, certain shipments may require a signature upon delivery:
Signature on Delivery: High-value orders, or deliveries to certain locations, may be sent with a “Signature Required” service. This means someone will need to sign for the package. The carrier will not just leave it unattended. We generally use signature confirmation for bespoke/custom shoes or large orders, or if requested by the customer. If you specifically want or do not want a signature requirement, please let us know when ordering and we will accommodate if possible.
Delivery Attempts: If a signature is required and no one is available at the address, the carrier will typically make multiple delivery attempts (usually up to 3 tries). After each attempt, they often leave a notice (or update the tracking) with instructions. You may be able to sign the notice to allow a future delivery without you present, or reschedule delivery for a convenient time by contacting the carrier.
Carrier Hold: After failed attempts, packages are usually held at the carrier’s local facility (or local post office) for a short period (about 5-7 days) for pickup by the recipient. The notice or tracking will indicate where the package can be collected. Make sure to bring ID if you go to pick it up.
Unclaimed Packages: If you do not sign for or pick up the package within the hold period, it may be sent back to us as “unclaimed.” If this happens, we will reach out to you. We can re-ship the order once we confirm a new delivery plan, but you will be responsible for the additional shipping cost for the second shipment (even if the original shipment had free shipping). To avoid this, please monitor the tracking if you know a signature is required and arrange to be available or pick up the item.
If You Anticipate an Issue: If, after ordering, you realize you may not be home for a delivery, you can often manage the delivery via the carrier’s website or customer service. Many carriers allow you to hold the package at a local facility, change the delivery date, or in some cases, redirect to a different address or to a secure pickup location (like a UPS Access Point or FedEx Office). Use the tracking number to access these options or contact us for help.
Signature requirements are there for your protection and ours, to ensure your beautiful CUKATU shoes aren’t left in an unsafe location. We appreciate your cooperation in receiving and signing for your package when needed.
Split Shipments
If your order contains multiple items, they might not all be ready at the same time (especially if it’s a mix of made-to-order and in-stock items, or multiple made-to-order items that finish at different times):
Separate Shipments: CUKATU may split your order into multiple shipments for faster service. We will ship each item as soon as it is completed and passes quality checks, rather than holding up your entire order for one slower item. There is no additional shipping charge to you for the split shipment beyond what you originally paid.
Notification: You will receive a separate shipping confirmation and tracking number for each part of your order that ships. The packing slip in each shipment will show the items included in that box. Don’t be alarmed if you don’t see all your items in one box; the others are likely in process and will follow shortly.
Partial Deliveries: If you receive part of your order and not the rest, you can always email us to check on the status of the remaining items. Usually, the remaining items will be in production or queued for shipment, and we can provide an estimated timeframe if it’s not already communicated.
Back-ordered Items: In rare cases, if an in-stock item was actually back-ordered or a production item is delayed, we may choose to ship the available items first. We will inform you of any unusual delay for the pending items and keep you updated until fulfillment.
Our aim is to get each item to you as soon as we can. Splitting shipments is one way we ensure you’re not waiting longer than necessary. If you prefer to receive everything in one package (perhaps to save on import fees, etc.), let us know at the time of order – we can accommodate, but otherwise our default is to send things along as they’re ready.
Reporting Shipping Problems or Missing Items
We hope every delivery goes perfectly, but if you encounter any issues upon receiving your order, please let us know so we can assist. Common issues might include: the package shows delivered but you can’t find it (covered under Stolen Packages above), the package arrived damaged (covered under Damaged Packages above), or you received your order and something is missing or incorrect.
Missing Item in Shipment: If your package arrived and an item that should be in it is not there (and you weren’t notified of a split shipment or backorder), double-check the packing material as small items (like extra laces or accessories) might be tucked in. If it’s genuinely missing:
Contact us within a few days of delivery to report the shortage. We will verify what was packed and investigate. It’s possible an item was accidentally left out.
We will, of course, send any missing item to you immediately via an expedited method, or refund you for it if it’s no longer available. We cover shipping for any resend in this scenario.
We may ask for a photo of what you did receive, for our internal investigation and to verify against package weight, etc.
Wrong Item Received: If you received a product that isn’t what you ordered (for example, wrong model, color, size, or completely incorrect item):
Please contact us right away (within 3 days ideally, as per Defective/Incorrect Items section). Provide a photo of the item and the label if possible.
We will arrange for you to return the incorrect item (at our expense) and simultaneously prepare to send the correct item to you. If the correct item is not immediately available (e.g., needs to be produced), we’ll discuss options with you (wait for remake or refund).
We sincerely apologize for any mix-up; while rare, human errors can occur in packing, and we will fix it as fast as possible.
Other Issues: If there is any other shipping or delivery-related problem not covered explicitly here, reach out to us. We value your feedback and the opportunity to resolve any hiccups. Our support team will work with you on a solution appropriate to the situation.
Your satisfaction is our priority. We want the excitement of unboxing your CUKATU shoes to be unmarred by any issues. Whenever something isn’t right, we’ll do our utmost to correct it quickly.
Final Notes
Thank you for taking the time to read CUKATU’s Return, Refund, and Shipping Policy. We know it’s detailed, but we believe clarity up front leads to better service and happier customers. A few closing thoughts:
Handcrafted Promise: Remember that when you purchase from CUKATU, you are getting a pair of shoes handcrafted with care and expertise. Minor variations or a bit of break-in time are normal, but overall you should feel the quality and love put into each pair. We stand by our products and will support you if anything truly isn’t right.
Customer Support: If you are ever unsure about any aspect of this policy or have questions about a scenario not explicitly covered, please reach out to our support team at support@cukatu.com. We pride ourselves on being responsive and helpful. Whether it’s a question about sizing before you order, a status update during production, or help with a return, we are here for you at every step.
Feedback: We continuously refine our products and policies. If you have suggestions on how we can improve (be it this policy’s clarity or our service), we welcome your input. Many of our improvements come from customer feedback.
In shopping with CUKATU, you’ve become part of a community that appreciates fine craftsmanship and fairness. We truly appreciate your business and your understanding of these policies. We are committed to delivering not only exceptional footwear but also an excellent customer experience.
Happy walking! Enjoy your CUKATU shoes, and we hope they serve you well for years to come. If you need anything at all, you know where to find us – we’re just an email away. Safe and happy travels to you and your new shoes!