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Frequently Asked Questions

Can I see the products in person?

Yes, we have a physical store . You can find us at Radnička cesta 1a street in Zagreb. Our store hours are from 9:00 AM to 7:00 PM on weekdays and from 9:00 AM to 1:00 PM on Saturdays.

Is there a loyalty program on the Qushin online shop?

Not yet, our loyalty program is currently under construction. We’re working hard to bring you exciting rewards and benefits soon. Stay tuned for updates!

What is the Qushin Wishlist?

The Qushin Wishlist is a feature that allows you to save items you’re interested in purchasing for future reference. You can add products to your wishlist while browsing our online shop, making it easy to keep track of items you love. It’s a convenient way to create a personalized shopping list and revisit it whenever you’re ready to make a purchase.

How long does delivery take?

Delivery times vary depending on your location. Typically, domestic delivery takes 1-3 days, while international delivery may take 4-7 days. Please note that these are estimated delivery times and may vary depending on factors such as shipping method, customs clearance, and local postal services.

What are the delivery charges?

The delivery charges depend on several factors including the shipping method chosen, the weight and dimensions of the package, and the delivery destination. You will see the shipping costs at checkout before completing your purchase. We strive to provide transparent and competitive shipping rates to ensure a seamless shopping experience for our customers.

Can I track my order?

Yes, you can track your order. Once your order is dispatched, you will receive a shipping confirmation email containing a tracking number. You can use this tracking number to monitor the status and location of your shipment through our website or the courier’s website.”

Do you offer international shipping?

Yes, we offer international shipping to all EU countries. Soon, we will also be expanding our shipping services to worldwide destinations. Stay tuned for updates on our global shipping options!

What if my order arrives damaged or incomplete?

If your order arrives damaged or incomplete, please contact our customer support team immediately. We apologize for any inconvenience caused and will work swiftly to resolve the issue. Depending on the situation, we may offer a replacement, exchange, or refund for the damaged or missing items. Your satisfaction is our top priority, and we appreciate your understanding and cooperation in such situations.

Can I change my delivery address after placing an order?

Unfortunately, we can only change the delivery address if the new address is within the same country and the order has not yet been shipped. Once the order has been dispatched, we’re unable to modify the delivery address. If you need to change your delivery address, please contact our customer support team as soon as possible to see if we can accommodate your request.

What happens if I'm not home when the delivery arrives?

If you’re not home when the delivery arrives, the courier will typically leave a delivery notification with instructions on how to proceed. This might include rescheduling the delivery for a more convenient time, picking up the package from a nearby location, or arranging for redelivery. Please follow the instructions provided on the delivery notification to ensure you receive your package promptly.

Can I cancel my order after it's been placed?

We aim to process orders quickly to ensure timely delivery. However, if you need to cancel your order, please contact our customer support team as soon as possible. If your order has not yet been processed or shipped, we will do our best to accommodate your request. However, once the order has been dispatched, we may not be able to cancel it. We recommend reaching out to us promptly for assistance with order cancellations.

Do you offer same-day or express delivery options?

Not yet, unfortunately. Due to the nature of our packages, which are typically heavy and large, offering same-day or express delivery options presents logistical challenges. However, we continuously evaluate our shipping options to provide the best service possible. Thank you for your understanding.

How do I contact customer support for delivery-related inquiries?

For delivery-related inquiries, please reach out to our customer support team via email at info@qushin.com. Our dedicated team will assist you with any questions or concerns you may have regarding your delivery.

How do I initiate a return?

To initiate a return, please contact us via email at info@qushin.com. Once we receive your request, our customer support team will guide you through the return process and provide you with the necessary instructions and information.

What is your return policy?

To initiate a return, please contact us by email at info@qushin.com. Once we receive your request, our customer support team will guide you through the return process and provide you with the necessary instructions and information.

Our return policy complies with EU regulations, providing you with certain rights and protections as a consumer. According to EU regulations, you have the right to return goods purchased online within 14 days from the date of receipt, without providing a reason.

To initiate a return, please contact our customer support team within this timeframe. Upon receiving your return request, we will provide you with instructions on how to proceed with the return process. Please note that returned items must be in their original condition, unused, and with all original packaging and tags intact.

Once we receive the returned items and verify their condition, we will process the refund in accordance with EU regulations. The refund will typically be issued within 14 days from the date of receiving the returned goods, including the cost of the items and the standard delivery charges.

Please note that certain items may be exempt from the right of withdrawal, such as personalized or custom-made products, perishable goods, and sealed goods that are not suitable for return due to health or hygiene reasons and have been unsealed after delivery.

For more information on our return policy or to initiate a return, please contact our customer support team by email at info@qushin.com.

Is there a cost associated with returns?

We understand that mistakes happen, and sometimes items need to be returned. We arrange the return process for your convenience, and there’s no additional cost to you. However, please note that we do not refund shipping costs incurred during the initial purchase. Once the return is processed and approved, we will issue a refund for the returned items, excluding the shipping costs. If you have any questions or need further assistance, please reach out to our customer support team, and we’ll be happy to help.

How long does it take to process a return?

The processing time for returns typically takes about 3 business days from the date we receive the returned items. Once we receive the items and verify their condition, we’ll proceed with processing the return and issuing the refund. Please note that it may take additional time for the refund to reflect in your account, depending on your payment method and financial institution’s processing times. We appreciate your patience and understanding throughout this process.

Can I return an item that was a gift?

Unfortunately, we are unable to accept returns for items that were received as gifts. We recommend reaching out to the gift giver and discussing the possibility of returning or exchanging the item with them directly.

 

How do I place an order?

To place an order on our standard online shop, please follow these simple steps:

  1. Browse our website and add the desired items to your shopping cart by clicking the “Add to Cart” button.
  2. Once you have finished selecting your items, proceed to the checkout page by clicking on the shopping cart icon or the “Checkout” button.
  3. Review the items in your cart to ensure accuracy, and proceed to enter your shipping address and preferred payment method.
  4. Follow the prompts to complete the payment process securely. You may need to enter your payment details and confirm the order.
  5. After the order is successfully placed, you will receive an order confirmation email with details of your purchase.
  6. Your order will be processed and dispatched according to our standard shipping times.

If you encounter any difficulties or have questions during the ordering process, please don’t hesitate to reach out to our customer support team for assistance.

Can I change or cancel my order after it's been placed?

We aim to process orders quickly to ensure timely delivery. However, if you need to change or cancel your order, please contact our customer support team as soon as possible. If your order has not yet been processed or shipped, we will do our best to accommodate your request. However, once the order has been dispatched, we may not be able to cancel it. We recommend reaching out to us promptly for assistance with order cancellations.

How can I track the status of my order?

To track the status of your order, please follow these steps:

  1. Check your email: Once your order has been processed and shipped, you will receive a shipping confirmation email containing a tracking number and a link to track your package.
  2. Visit our website: You can also track your order directly on our website. Log in to your account (if you have one) and navigate to the “Order History” or “Track Order” section. Enter your order number or tracking number to view the current status of your shipment.
  3. Contact customer support: If you’re unable to track your order using the methods above or have any questions about your delivery, feel free to contact our customer support team. We’re here to assist you and provide updates on the status of your order.

We appreciate your patience and understanding throughout the delivery process. Thank you for shopping with us!

What payment methods do you accept?

We accept the following payment methods:

  1. Credit card: You can securely pay for your order using major credit cards, including Visa, Mastercard, American Express, and Discover. Simply enter your card details during the checkout process to complete your purchase.
  2. PayPal: If you prefer to use PayPal for your online transactions, you can select this option during checkout. After selecting PayPal as your payment method, you’ll be redirected to the PayPal website to complete the payment securely.
  3. Direct bank transfer: If you’re located in Croatia, you have the option to pay via direct bank transfer. After placing your order, you’ll receive an email with our bank account details and instructions on how to complete the payment.
  4. Cash on delivery: For domestic orders within Croatia, you can choose the cash on delivery option. Pay for your order with cash when it is delivered to your doorstep.

We strive to provide you with a variety of payment options to suit your preferences. If you have any questions or need further assistance with payment, please feel free to contact our customer support team.

Is my personal information secure when I place an order?

Yes, absolutely. We take the security and privacy of your personal information very seriously. When you place an order with us, rest assured that your personal information is kept secure at all times. We utilize industry-standard encryption protocols and security measures to safeguard your data during the ordering process. Additionally, we adhere to strict privacy policies to ensure that your information is not shared with any third parties without your consent.

Can I order items that are currently out of stock?

No, unfortunately, you cannot order items that are currently out of stock. However, you have the option to sign up for notifications to be informed when the item is back in stock. This way, you’ll be among the first to know when the product becomes available again, allowing you to make your purchase promptly.

What should I do if I encounter issues during the ordering process?

If you encounter any issues during the ordering process, we’re here to help. Here’s what you can do:

  1. Check your internet connection: Ensure that you have a stable internet connection to prevent any loading or connectivity issues.
  2. Refresh the page: If the website seems to be stuck or unresponsive, try refreshing the page to see if that resolves the issue.
  3. Clear your browser cache: Sometimes, browser cache or cookies can cause issues with website functionality. Clearing your browser cache and cookies may help resolve any technical glitches.
  4. Try a different browser or device: If the problem persists, try accessing our website using a different web browser or device to see if that makes a difference.
  5. Contact customer support: If none of the above steps resolve the issue, please don’t hesitate to contact our customer support team for assistance. Our friendly representatives will be happy to help you troubleshoot the problem and ensure that your order is processed smoothly.

We apologize for any inconvenience caused by technical difficulties. Thank you for your patience and understanding.