General Info
1. Can I trust placing an order on your website?
Cinchbuy uses various security precautions to protect your personal information. We use the latest security technologies, including data encryption, server authentication, message integrity, SSL certificates, and trust waves – just like keeping your PayPal and credit card information in a bank vault. We assure you that our website is safe, and we have implemented the most advanced security measures. Customer safety and privacy are always our top priorities.
2. Do you have any retail locations?
We’re currently an online-only store and don’t have a physical location.
3. Where does your company locate?
B10, RM 2703 NEW TREND CENTRE, 704 PRINCE EDWARD ROAD EAST, SAN PO KONG HK(SAR)
Payment Information
1. What payment methods do we accept?
We accept all major payment methods, including PayPal, Credit Card, and Debit Card. Unfortunately, we are unable to accept payment via cash on delivery (COD) or bank transfer. To make a payment, click on the “CHECKOUT” buttons in your shopping cart. Then, you could choose the payment method from there.
2. Do we have cash on delivery (COD) service?
Unfortunately, we don't support COD service. Instead, we do have a complete after-sale policy. Please be reassured and enjoy your shopping.
3. What currency do we charge when placing an order?
By default, all prices on our website are displayed in US Dollars (USD). However, our system is designed to automatically update the currency based on your selected region or shipping address.
For example, if you are shopping from a European country and enter a European shipping address, the prices will be shown—and you will be charged—in Euros (EUR). This helps ensure you see prices in your local currency and avoid unexpected charges or conversion fees from your bank.
Please note:
The final charged currency depends on the shipping address and selected region at checkout.
If you manually change your region or location on our website, the currency will also update accordingly.
This automatic currency adjustment helps provide a smoother and more transparent shopping experience for our international customers.
Order Details
1. Where is my order? How can I track it?
Please register and sign in your Cinchbuy account. You could view all your orders and track the order status via “My Orders” in the account center.
2. How to change or cancel the order after submitting the order?
Production of your personalized item will begin immediately after we processed your order. Please contact our customer service immediately via Messenger or drop us an email at team@cinchbuy.com. We will stop the order if it is still possible. If your request of change or cancel order is over 24 hours since it's placed, and the order is already in production, a 30% of the item amount will be charged. We do aim to ship your orders as soon as possible. Therefore, your order may already be in transit. In this case, unfortunately we will not be able to change or cancel your order. However, please contact our customer service team, who will do their best to accommodate your request.
3. How to change the personalization details?
If you have already placed your order, but you selected the wrong product or want to change the personalization details, please contact our customer service team immediately. We are happy to assist you.
Within 24 hours from order placed: All you need to do is just contact us with the revised details. We will assist you to modify your inscription immediately, free of charge.
Exceed 24 hours from order placed: Your order has been put into production. We could still help you with the change of inscription. Please note: any change of personalized details that exceed 24 hours after the order being placed would require an extra 30% re-personalized fee.
Shipment & Delivery
1. What shipment options do we have?
At Cinchbuy, we take pride in providing a range of secured local and worldwide shipping options. We are happy to offer three shipping methods: Standard Shipping, Expedited Shipping, and Urgent Shipping. Please note that the time frame in Shipping & Returns policy is stated in business days, excluding weekends and public holidays. If you want to upgrade your shipping method after the order is placed, please contact our customer service team. We will assist you accordingly.
2. How much does shipment cost?
Each order’s shipment cost is calculated during the checkout process. You can review the options and final shipping costs before completing your purchase in the store. The shipping carrier varies by country.
3. How long will it take to process my order and receive my order?
Delivery time includes processing + shipping time.
Each product is custom-made and will be shipped within 5 to 7 business days from the order date. The estimated shipping date varies from the shipping method you selected and is provided on the item page. We will do our best to ship your order to you within the expected time frame; however, we cannot guarantee delivery within these estimated dates. Please allow sufficient manufacturing and shipping time when placing an order.
4. How to change the shipment address?
To change your address before an order has shipped, please contact us at team@cinchbuy.com. Please provide your order number and correct shipping address for us to change for you as soon as possible. If your order is already dispatched to you, unfortunately, we cannot change the shipping address for you from our end. Please find the shipping details and contact our service team and we will provide solutions for you or if you may pick up the parcel at the original address.
Package Issues
1. Received an incorrect/damaged item:
Please check your order details to ensure that the order was placed correctly with your chosen personalization. If the mistake is ours, we are happy to rectify our mistake and offer a free replacement item for you. We will assist you with any issues, please don’t hesitate to contact our customer service team and include Your Order Number, photos of the incorrect item. Please help to explain how the item was supposed to look like. Rest assured that we will resolve this issue for you as quickly as we can.
2. Missing item:
Please check your order details on your order confirmation to ensure that the details are correct and as you ordered. We may have sent your items in separate parcels, so please check your orders to see if any of your items will be arriving separately. If your order has been sent in different parcels, each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to ensure you're not missing anything.
If an item is missing, please contact our customer service team with your order number, the missing item's name, and a link to the item page if you have it. We will resolve this issue for you as quickly as we can.
Return & Refund
1. How to return an item?
If you are unsatisfied with your product upon receiving it, please contact our customer service team via team@cinchbuy.com. Our customer service will assist you with alternative options.
2. How long will it take to process the refund?
It usually takes around 3-5 business days for us to process the refund. The money will be returned to your original account used to pay for the order.