Return Policy

 

Policies

Thank you for shopping with us. We strive to provide you with the best possible experience, and we appreciate your understanding of the following policies regarding returns, refunds, and exchanges.

1. All Sales Are Final

All purchases made on our website are considered final. We do not offer refunds, exchanges, or returns unless there is a mistake on our end (see below for more details). Please carefully review your order before completing the purchase.

2. Refunds and Exchanges

Refunds: Refunds will only be issued if there is an error on our part, such as receiving the wrong item or if the item is defective. In such cases, please contact our customer service within 7 days of receiving your order, providing your order number, a description of the issue, and supporting photographs if applicable. If your claim is approved, we will provide a return shipping label and process your refund or send a replacement item at no additional cost.

Exchanges: If you would like to exchange an item, you may request an exchange within 14 days of receiving your order. However, exchanges are only possible if the item you wish to exchange for is in stock. If the preferred item is not available, you will not be eligible for a refund. Please note that the original item must be in its original, unworn condition with the hang tag still attached. The customer is responsible for the return shipping cost for exchanges.

3. Condition of Returnable Items

To be eligible for a return or exchange, items must be in their original, unworn condition with all tags, including the hang tag, attached. Once the hang tag is removed, the item cannot be returned or exchanged.

4. Shipping Times

Shipping times provided at checkout are estimates and are not guaranteed. While we strive to meet these timelines, unexpected delays can occur due to factors beyond our control. If your order does not arrive within the estimated timeframe, this does not qualify you for a refund.

5. Pre-Orders

Please note that items available for pre-order will take longer to ship than regular orders. The estimated shipping time for pre-orders will be clearly stated in the product description. By placing a pre-order, you acknowledge and agree to the extended shipping timeframe. Delays in the shipment of pre-ordered items do not entitle you to a refund.

6. How to Initiate a Return or Exchange

If you believe you qualify for a return or exchange under our policy, please follow these steps:

  1. Contact Customer Service: Email our support team at [email address] with your order number, details of your issue, and any relevant photos.
  2. Wait for Approval: Our team will review your request and respond within 3-5 business days.
  3. Return Shipping: If your return or exchange is approved, we will provide instructions on how to return the item. For exchanges, you are responsible for the return shipping cost unless there was an error on our end.
  4. Processing Time: Refunds, if applicable, will be processed within 7-10 business days after we receive the returned item in its original condition. Exchanges will be processed and shipped within 5-7 business days after receiving the returned item.

7. Non-Returnable Items

  • Items with the hang tag removed
  • Items that have been worn, altered, or washed
  • Final sale or clearance items
  • Gift cards

8. Additional Notes

  • We reserve the right to refuse any return or exchange that does not comply with our policy.
  • Original shipping charges are non-refundable.
  • Any promotional discounts or offers applied at the time of purchase will not be refunded.

We appreciate your business and understanding of our policies. If you have any questions or concerns, please do not hesitate to reach out to our customer service team at Support@crwn.uk.