Frequently Asked Questions

Q1: What payment options can I use?

You can use most credit and debit cards. We accept Visa, Mastercard, American Express, Diners Club, and Discover. We also accept Apple Pay, Shop Pay and PayPal

Q2: Do you accept PayPal?

We have been accepting paypal since October 🎉 . However, other secure methods such as Apple Pay and Shop Pay are also available.

Q3: Can I pay in installments?

We do not offer this option at the moment. (However, you may be able to do so by using Shop Pay).

Q4: Can I pay via bank transfer?

Yes! Please contact support@culiau.com to get the details for a bank transfer.

Q5: Can I pay with cash over delivery?

We do not accept cash over delivery at the moment.

Q1: What happens after I place my order?

Once you've placed your order, you'll receive an email confirmation with the order number. If you do not receive it within 24hrs, please, contact support@culiau.com for more information

Q2: I added an item by mistake, can I modify my order?

If you wish to modify your order, please fulfill the following form: https://culiau.com/pages/modify-your-order and Customer Support will help you.

Q3: Can I cancel my order?

If you wish to cancel your order, please contact support@culiau.com at your earliest convenience. If your order hasn’t been dispatched yet, you can ask for its cancellation and we will proceed with an early refund. However, if your order has already been dispatched, you will be able to start a return process once the package is delivered.

*Please check our refund policy here: https://culiau.com/policies/refund-policy

Q4: I ordered multiple items, but have not received them all. What should I do?

If your order is incomplete, please contact support@culiau.com stating your order number and including a picture showing all the items you received.

Q5: I received a damaged item. What should I do?

If you received a damaged item, please contact support@culiau.com within 48 hours of delivery, including a picture/video of the broken item.

Q6: I received a defective item. What should I do?

If you received a defective item, please contact support@culiau.com including your order number, a description of the defectiveness and a short video showing the malfunction.

*Please notice that our warranty lasts for 60 days from the delivery of the package.

Q7: Can I return my order?

In the event that you are not happy with the item, you may take advantage of our 60-day money-back guarantee and contact support@culiau.com to ask for a return.

*To be eligible for a return, your item must be in excellent condition, with the original package and all pieces included.

Q1: How long does shipping take?

Shipping times depend on where you are ordering from. You will find them in our Shipping Policy: https://culiau.com/policies/shipping-policy

Q2: How much does shipping cost?

Shipping costs depend on where you are ordering from. You will find them in our Shipping Policy: https://culiau.com/policies/shipping-policy

Q3: How can I track my order?

You will see the most recent update of your order on our tracking page: https://culiau.com/apps/tracking

Q4: Where can I see the tracking number?

Once we finish the fulfillment process, we send the tracking number via email.

*If you do not receive it within 3 days since you place your order, please contact support@culiau.com

Q5: Why doesn’t my tracking code give me any information?

If it has been 5 days since the order was made, the tracking may not be updated because the package is being processed or shipped.

If more than 7 days have passed, please contact us at support@culiau.com for more information.

Q6: I need to change the shipping information. How can I do this?

If you placed an order and you need to change the shipping information, please complete the following form: https://culiau.com/pages/modify-your-order (including the correct shipping address) and our Customer Support team will help you.

Q7: I haven’t received my order. What should I do?

If you do not receive your order in the estimated time, please check the tracking status — it may be near its destination. Otherwise, contact us at support@culiau.com

*You will find our shipping policy here: https://culiau.com/policies/shipping-policy

Q8: My order appears as delivered but I did not receive it.

If your order appears as delivered but you did not receive it, proceed as follows:

1- Check your mailbox and ask your neighbors if they noticed any package.

2- Contact your nearest post office to inquire about your package.

3- Contact support@culiau.com for more help.

Q1: What are Coupons and Discount Codes?

Coupons and Discount Codes are promotional codes offered by Culiau, which can be redeemed for discounts on purchases.

Q2: How do I use a Coupon or Discount Code?

To use a Coupon or Discount Code, simply enter the code during checkout, before making payment. The discount will be applied to the total order amount.

Q3: Are Coupons and Discount Codes applicable to all products?

Coupons and Discount Codes may have restrictions on which products they can be used for, or a minimum purchase value required to redeem the discount.

Q4: Where can I find Coupons and Discount Codes?

Coupons and Discount Codes can be found on the Culiau website (https://culiau.com/pages/culiau-discount-codes-offers), social media pages, or email newsletters.

Q5: Can Coupons and Discount Codes be combined?

Coupons and discount codes are valid for a single use per person and cannot be combined, unless stated otherwise at the time of receipt.

Q6: What happens if I have a problem with a Coupon or Discount Code?

If there's an issue with a Coupon or Discount Code, please contact support@culiau.com

Q7: Why doesn't my Coupon or Discount Code work?

Coupons and Discount Codes may not work if they have already expired, have been redeemed to their maximum usage limit, or do not meet the requirements (such as a minimum purchase value) for redemption.

Q1: What are Gift Cards?

Gift Cards are pre-paid cards that can be redeemed for purchases in our store. They can be purchased directly from our website.

Q2: How will I receive my Gift Card?

After purchasing a Gift Card, you will receive an email with a unique code that can be used at checkout to redeem the value of the card

Q3: Can Gift Cards be used more than once?

Yes, Gift Cards can be used multiple times until the balance is exhausted.

Q4: Can Gift Cards be combined with other payment methods?

Yes, Gift Cards can be combined with other payment methods, such as credit cards, during checkout.

Q5: What if I have a remaining balance on my Gift Card?

Any remaining balance on the Gift Card can be used for future purchases.

Q6: Is there an expiration date for the Gift Card?

This Gift Card does not have an expiration date and can be redeemed at any time.

Q1: What are the functions of the Customizer?

The Customizer is an engraving pen. However, by using suitable attachments, you will also be able to polish, sand, carve wood, etc.

Q2: What does it include in the package?

It includes:

1 Customizer

1 Carbide burr

30 Diamond Bits

1 USB-C cable

1 pen cap

1 simplified User Manual — you can see the extended version by scanning the QR code placed on the last page.

1 Mastery Guide — it is an Ebook. You can see it by scanning the QR code which is in the User Manual.

Q3: On which surfaces can it be used?

The Customizer works on surfaces below 8 on the Mohs scale, such as glass, wood, leather, metal, plastic, stone, etc.

Q4: Where can I get attachments for the Customizer?

You can find them in our bits section https://culiau.com/collections/all-products

Q5: Can I use attachments which are not from Culiau?

Thanks to our Mini Adapter you will be able to use attachments with a shank size between 0.3-3.4mm. You can find it here: https://bit.ly/3IofudJ

Q6: How long does it take to fully charge the tool?

It takes from 2.5 to 3 hrs to get fully charged. Each charge lasts for around 2 hrs.

Q7: Is the Customizer beginner friendly?

Yes, the Customizer is an easy-to-use tool! You do not need to be a professional to use it. If you have no experience in engraving, you may visit our blog to find easy DIY projects: https://culiau.com/blogs/crafting-blogs-and-guides

Q8: An attachment got stuck in the tool. What can I do?

If the bit seems stuck, please grab the Customizer from the shank, help yourself with a tool to hold the bit, and carefully try to take it off. If it does not work, please contact support@culiau.com