Refund policy

We have a 30 day return policy, which means you have 60 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at support@crestelo.com. Please do not send your item back without contacting us first. We will provide you with the correct return instructions and address. Items sent back without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item so that we can evaluate the issue and make it right. Please email support@crestelo.com with your order number and photos of the issue.

Exceptions and Non-Returnable Items

Certain types of items cannot be returned, including perishable goods such as food, flowers, or plants, custom or personalised products, and personal care goods such as beauty products. We also do not accept returns for hazardous materials, flammable liquids, or gases. Unfortunately we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have and once the return is accepted, make a separate purchase for the new item. Please contact us at support@crestelo.com to begin this process.

Return shipping

If you are returning an item because you changed your mind, you are responsible for the return shipping cost. Original shipping charges are not refundable unless the item is faulty, damaged, or incorrect. We recommend using a tracked return service, as we are not responsible for returns lost in transit.

UK and EU 14 day cooling-off period

If your order is delivered to the United Kingdom or the European Union, you may have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification, subject to applicable exceptions. To exercise this right, you must contact us within 14 days of delivery. The item must be returned in the same condition you received it, with tags and original packaging, and accompanied by proof of purchase.

Refunds

We will notify you once we have received and inspected your return and let you know if the refund was approved or not. If approved, you will be automatically refunded to your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 21 business days have passed since we approved your return, please contact us at support@crestelo.com.

Contact us at support@crestelo.com for any questions about our returns policy.