Thank you for shopping with Crisvel! We are committed to making your shopping experience as smooth as possible. If something isn't right with your order when it arrives, our straightforward return and refund process is designed to fix it fast.
1. 30-Day Policy Window
You have up to 30 days after your item is officially delivered to reach out to our team with a refund, return, or replacement request.
2. Damaged or Defective Items
If your item gets damaged during shipping or arrives broken, we have you covered. We will gladly send you a free replacement right away or issue a full refund at no extra cost to you.
3. Incorrect Orders
If you receive the wrong product, size, or color, or if the item doesn't match what was shown on our site, let us know. We will send the correct item completely free of charge or process a full refund for your order.
4. Order Errors & Accidental Purchases
If you accidentally ordered the wrong thing, please email us immediately at hello@crisvel.com. We can easily edit or cancel your order if it hasn't shipped yet. Please note that once your package leaves our warehouse, we are unable to change the order or offer refunds for accidental purchases.
5. Change of Mind Policy
While we are quick to fix issues with damaged or incorrect items, we cannot offer refunds or returns simply if you change your mind. Because Crisvel covers heavy logistics costs to give you FREE worldwide shipping, we are unable to process non-essential returns. A valid reason—such as receiving the wrong item or a broken product—is needed for an approval. We appreciate your understanding!
6. European Union Right of Withdrawal
Shoppers located in the European Union have the legal right to cancel their order within 30 days of receiving the last package of their shipment.
How to exercise this right: Simply email hello@crisvel.com with your order details and let us know you wish to withdraw your purchase.
Order Cancellations: EU customers can cancel any order before it ships by contacting our support team right away.
Refund Timeline: After you send a formal withdrawal notice, we will process your refund within 14 days. We fully cover return shipping and will arrange a free pickup from your home address.
7. Filing a Return or Replacement Request
To submit a claim, please send a short video or clear photos showing the issue with the item and the packaging to hello@crisvel.com. Our team will review your email within 24 to 48 hours and follow up with a confirmation of your approved refund or replacement.
8. Processing Reimbursements
We process all refunds safely through Shopify Payments. After our team approves your refund, the money is sent back to your original payment method. This usually takes 2 to 10 business days to appear on your bank statement. If you don't see the funds after 10 full business days, please email hello@crisvel.com so we can look into it for you.
9. Return Logistics
We ship from multiple warehouses worldwide, so our team will review your specific case before giving return instructions. If we need you to send a physical item back, there will be no hidden processing fees. We use helpful services like packagesender.com to pick up incorrect or faulty items straight from your door, making the process completely hassle-free.
If you need any more help or have questions about our policies, please reach out at hello@crisvel.com. We truly value your trust in Crisvel and are always here to help.