FAQ - Frequently Asked Questions

Frequently asked questions

Cinetico proudly stand behind all our products as much as we stand behind our favourite shows and movies. Each product has you the audience in mind, ensuring that every piece is crafted with high-quality materials and great attention to detail, accurately representing the source material.

Every garment goes through a rigorous quality control system—though some mistakes can still slip through. If you receive a defective, damaged, or incorrect product, we'll do our absolute best to make it right with a replacement, refund, or other solution. Please note that this guarantee does not cover damages or defects caused by normal wear and tear.

If you ever have any questions, please email our support team: contact@cinetico.store

Wash on cold & delicate and hang dry. We do not recommend using a dryer as high heat can damage the fabric or cause shrinking. Wash accessories at your own risk.

We include size charts on every product. Please carefully check the size charts before placing your order. You can find them in the product photos or product description.

If you need any help with sizing, reach out to us at contact@cinetico.store

We accept returns and exchanges within 30 days of delivery, as long as items are unworn and in original condition..

Yes! Cinetico is committed to using high quality, natural materials and prioritizes sustainable and ethical materials and manufacturing.

We are looking to partner up with an organisation that we would be able to contribute to soon.

If your package arrived with damages, please contact the shipping provider to open a dispute. Cinetico is not responsible for packages after they’ve been handed off to the postal carrier.

If your package arrived safely but the items are damaged, missing, defective, or incorrect, we’ll arrange a replacement, refund, or whatever necessary. All items are backed by our Cinetico product guarantee. If this occurs, contact us at Contact@cinetio.com or use the contact form on our website.

Most of our items are exclusive and limited to one release, however we do occasionally restock some styles. To be the first to know about restocks, join our Discord server or sign up for our email & SMS lists.

All orders are processed and shipped within 1–3 business days unless the item is a pre-order. All products are pre-made and ready to ship unless otherwise noted in the product description.

We ship all items from our warehouse in London, England.

Estimated Delivery Times

UK: 2–4 business days
Europe: 2–7 business days
International: 2–11 business days

Yes, we ship to over 170 countries. For international orders, the address must be written in English; local postal carriers may return packages if not.

We cannot currently ship to: Belarus, Ghana, Iraq, Kazakhstan, Kyrgyzstan, Lebanon, Myanmar, Nigeria, Palestinian Territories, Russia, or Zimbabwe.

For international orders, your country may charge additional customs fees or duties before releasing your package. These charges vary by country and are the customer’s responsibility. Cinetico does not pay or reimburse these fees.

We recommend checking with your local customs office for more information. If your package is held at customs, check your mail or email for notifications and contact your local post office for assistance.

If it’s been more than 7 days (USA) or more than 21 days (international) since your package was shipped and it still hasn’t arrived, check your tracking information for the latest update. Sometimes packages are delayed in transit.

If it’s been over 21 days since the last tracking update, your package may be lost or stuck in transit. In this case, we recommend the following:

Cinetico is not responsible for packages after they’ve been shipped out.

If your package was stolen, damaged, or lost in transit:

Contact the postal carrier immediately to file a dispute. All USA & UK packages include $100 insurance.
If the carrier can’t assist, contact us at contact@cinetico.store and we will assist as best we can.

If your order has not yet been shipped, we might be able to make any changes, but it is not guaranteed. Please email us ASAP at contact@cinetico.store for any change requests. We are happy to make changes for you if it is not too late. If your order has already shipped, we’re unable to make any changes.

You can reach us via email at contact@cinetico.store. Prior to reaching out, please read through our FAQ, and check our policy pages below for quick answers.

If your question has not already been answered, we are happy to assist. Please provide us with as much details as possible (e.g., name on order, address, order #, date of order, etc.) so we can help you as quickly as possible.