Frequently Asked Questions

Shopping at Cuero by HAC USA is simple and smooth. Select your favourite pair of shoes, choose your size, click “Add to Bag”, enter your shipping and payment details, and complete your order. Once your order is confirmed, we will start processing it.

Once an order is placed, it enters our processing system. If you need to make any change, please contact our support team as soon as possible. We will do our best to assist you, but changes may not be possible once the order has been processed.

Cancellation requests are reviewed based on the order status. If you wish to cancel your order, please contact us quickly through email or WhatsApp. If the order has already been processed, packed, or dispatched, cancellation may not be possible.

Yes, you may request cancellation of a single item or the full order. However, this depends on whether your order has already entered the fulfilment process.

Please make sure your shipping address is correct before placing the order. If you entered the wrong address, contact our support team immediately. Address changes may not be possible once the order is processed or dispatched.

Once your order is shipped, you will receive tracking details through email, SMS, WhatsApp, or the contact method used at checkout. You can use the tracking link to follow your order status.

Available payment methods will be shown at checkout. Depending on your location and checkout options, you may be able to pay through card payment, digital payment, bank transfer, or other supported payment methods.

Yes. We aim to provide a safe and secure shopping experience. Your payment and personal details are handled through secure checkout systems.

If your payment failed but the amount was deducted from your account, please contact your bank or payment provider first. In most cases, failed payment amounts are automatically reversed. You can also contact our support team with your order or payment details for assistance.

Usually, only one payment method can be used per order unless multiple payment options are shown at checkout.

Your order confirmation will be shared through email after your purchase is completed. If you need help finding your order details, contact our support team.

Cuero by HAC USA mainly serves customers in the USA.

Shipping charges, if applicable, will be shown at checkout before you complete your order.

Delivery time may vary depending on your location, order processing, courier service, and other external factors. Once your order is dispatched, tracking details will be shared with you.

If your order shows as delivered but you have not received it, please contact our support team as soon as possible. We will review the issue and guide you with the next steps.

Sometimes deliveries may be delayed due to courier issues, weather, customs, holidays, or circumstances beyond our control. If your package is delayed, please contact us and we will help you check the status.

You may request a return within 14 days from the date of delivery if you have a genuine reason for return. The product must be unworn, unused, unwashed, and returned in its original packaging with tags intact.

Return shipping charges are paid by the customer. Original shipping charges are non-refundable.

The product must be unworn, unused, unwashed, in original box or packaging, with tags and labels intact, and free from dirt, stains, damage, odour, or signs of use. If the product does not meet these conditions, the return may be rejected.

To start a return, contact us through email or WhatsApp with your order number and reason for return.

Email: Support@cuerobyhac
WhatsApp/Phone: +92-343-9595-786

Yes. We offer size exchanges within 14 days from the date of delivery, provided the shoes are unworn, unused, and in original condition.

Yes, multiple exchanges may be allowed depending on product availability and approval by our support team.

Exchange shipping charges are paid by the customer.

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery. Please share your order number, clear photos or videos of the product, and photos of the packaging. After reviewing your case, we may offer a replacement, exchange, refund, or another suitable solution.

Once we receive your returned product, it will go through a quality check. If the return is approved, your refund will be processed within 7 business days.

Refunds may be issued through the original payment method, store credit, or bank transfer.

No. Shipping charges are non-refundable.

If the returned product is worn, damaged, dirty, missing tags, or not in original condition, the refund may be rejected and the product may be returned to the customer.

Yes. Our footwear comes with a 180-day limited warranty against manufacturing defects.

The warranty covers genuine manufacturing defects, such as defects in material, workmanship, stitching, construction, or components under normal use.

The warranty does not cover normal wear and tear, creases, scuffs, scratches, fading, stains from use, damage caused by rough use, accidents, water, heat, chemicals, alterations, third-party repairs, laces, tags, packaging, accessories, or discomfort caused by personal fit preference.

To submit a warranty claim, contact us with your order number, clear photos or videos of the issue, and a short explanation of the problem.

Please check the size guide on the product page before placing your order. If you are unsure, you can contact our support team for help.

Keep your shoes away from excessive water, heat, and harsh chemicals. Clean them gently with a soft cloth and use suitable leather care products to maintain their finish and life.

You can contact us through email or WhatsApp.

Email: Support@cuerobyhac
WhatsApp/Phone: +92-343-9595-786

We aim to respond as quickly as possible. Response times may vary depending on support volume, weekends, holidays, and time zones.

Yes. You can contact us on WhatsApp for order support, return requests, exchange help, warranty claims, and general questions.

We value your feedback. You can share your experience by contacting our support team or by leaving a review on the product page.

Yes, we may offer discounts, seasonal promotions, or special launch offers from time to time. Please check our website, emails, and social media for the latest updates.

Usually, only one promo code can be used per order unless stated otherwise.

A promo code may not work if it has expired, does not apply to the selected product, has already been used, or does not meet the offer conditions.