1. What is Kustomball?
Kustomball is the global marketplace for unique and creative goods. It’s home to a universe of special, extraordinary items, from unique handcrafted pieces to customized goods.

Our platform connects them with millions of buyers looking for the most unique gift to their family members—something special with a human touch, for those moments in life that deserve imagination. 

As a company, we strive to lead with our guiding principles and to help spread ideas of sustainability and responsibility whose impact can reach far beyond our own business.

2. How long does delivery take?
- Standard Home Delivery / Standard Click & Collect orders should arrive within 6-12 days, and deliveries are made 5 days a week.
- Express delivery will be delivered in 3-7 days,and deliveries are made 5 days a week.

3. How can I check my order?

You can check the order by entering the Order Tracking page, enter the email address you filled in when you placed the order, and check the order confirmation email from support@ducebe.com to get your order number: [KUxxxx]. 
When you enter it correctly The order number can only be successfully queried, otherwise it will display that the order does not exist.

4.  How can I modify my order?
If you need to modify an order that you have already placed, you can contact us immediately at info@kustomball.com . 
Please send an email to us with your name, order number, and a brief description of any changes you would like to make to the order, such as changing customized name/color/font/the shipping address or adding/removing items... from the order.  We will help you modify the order as soon as possible. 

5. I've got a question about my order - how do I get in touch?
If you have any questions or concerns about your order, you can contact our customer service team for assistance at info@kustomball.com .  Please send an email to us with your name, order number, and a brief description of your question or concern. Our customer service team will respond to your email as soon as possible.

6. How do I cancel an order?
If you want to cancel your order, you can contact our customer service team for assistance at info@kustomball.com .  Please send an email to us with your name, order number, and a brief description of the reason for cancellation. Our customer service team will review your request and provide you with further instructions on how to cancel your order.

7. I’ve received a refund but I don’t know why?
When it's time to pick and pack your order, there might be a small chance that a product has sold out already. If this is the case we will refund you for those items. Please check for email updates on your order for more information.

8. When will my refund be credited?
Once we receive and process your return, we will issue a refund for the returned item(s) within 3-5 business days. The refund will be credited to the original payment method used for the purchase.
Please note that the time it takes for the refund to be credited to your account may vary depending on the payment method used and the financial institution processing the refund. If you have any questions or concerns about your refund, please contact our customer service team for assistance at info@kustomball.com.

9. Shipping information
- Do you ship internationally?
Yes! We ship worldwide using Hong Kong Post and will include a tracking number. Packages are then passed to the local postal service in the destination country of the recipient. 
- How long will delivery take?
All orders are normally shipped within 6 - 12 working days of receiving payment (excluding weekends & public holidays and excluding the day you make the payment). 
- What if I need my parcel urgently?
Please contact us at info@kustomball.com or send us a message via Facebook/Instagram and we will get back to you as soon as possible to see if we can arrange for expedited shipping. Please note that additional charges will be applied for expedited shipping.