Refund policy
All items are carefully inspected and quality-checked by our supplier's local staff before shipment to ensure they meet our quality standards.
Returns
Due to the nature of international shipping and hygiene regulations, we do not accept returns or exchanges for customer convenience.
This includes reasons such as size, color, or change of mind.
Only defective or incorrect items are eligible for review.
In exceptional cases where returns may be accepted, the following conditions must be met:
- The item must be unused and in its original condition with all tags attached
- Return shipping costs are the responsibility of the customer
To request a review, please contact us within 14 days after receiving your order at support@crelva.com and include:
- Your order number
- Clear photos showing the defect or issue
Requests submitted without photographic evidence will not be accepted.
Please do not send any items back to us without our prior confirmation, as unauthorized returns will not be accepted or processed.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
We will review the provided photos and, if approved, guide you through the return or replacement process.
Exceptions / Non-returnable Items
We do not accept returns for sale items or gift cards.
Exchanges
Only defective or incorrect items may be replaced after verification.
Refunds
Refunds are only available if your claim for a defective or incorrect item is approved.
If approved, we will process your refund within 14 business days after approval. However, please note that the actual refund execution depends on the payment service provider you used for the original transaction.
Please note that shipping fees, customs duties, and import taxes are non-refundable.
Refunds will be issued to your original payment method or as store credit (gift card) that can be used for future purchases on our shop.
If more than 15 business days have passed since your refund approval and you have not received the funds, please contact us at support@crelva.com.
Out of Stock Items
If an item becomes out of stock after you have placed your order, we will process a refund to your original payment method within 14 business days.
Partial Out of Stock for Multiple Items
If you have ordered multiple items and some items become out of stock, we will process a refund only for the out-of-stock items.
The remaining items in your order will be shipped as scheduled.
Thank you for your understanding and cooperation.