Returns & Refunds

(October 2019)
1.0 Returns

Our great customer shopping experience means a hassle-free returns and refunds policy. We understand that you can always change your mind and if in the unlikely event that you decide to return for free any product purchased, whether it is faulty or incorrect item, or you change your mind, you can return the item within 14 calendar days of receipt of shipment.

All returned items must be sent back in perfect conditions in their original packaging, please feel free to try on the product indoors but this means it must be unworn for an event, undamaged, free of makeup, pet hairs, deodorant and perfume and have all original tags attached.

For hygiene reasons, underwear and swimwear are not returnable.

For a single order, all return requests must be returned in a single shipment and in their original packaging and we do not accept multiple shipments at different times.

Clear and simple steps as follows:

  1. customer must first send a returns request via email returns@kristal.store;
  2. the request is then confirmed by our customer services via email with a returns code and further return instructions with courier shipment labels;
  3. the goods must then be returned, immediately, together with a copy of the confirmation email and a copy of the courier label;
  4. our logistics department will confirm delivery of the package via an email and confirming that the goods received match the return request.

1.1 Refunds
Once you receive the confirmatory email that the goods match the return request, your refund will immediately be applied to your account.
If you choose to have the refund converted to store credit, you will receive the refund with two calendar days and you will receive a confirmatory email and can also redeem the store credit in ‘my account’ page.
If you choose cash refunds, refunds normally arrive within 10 business days of the confirmatory email. All refunds will occur via the original payment method. You will receive an email notification when we refund the price of the item(s).
If you paid for shipping, the shipping cost is non-refundable unless the entire order is the subject of the return request.

1.2 Customs and Import duties
Some countries charge customs or import taxes depending on the value of your order. If your parcel does incur local customs taxes or import duties, it is the customer’s responsibility (as the recipient of the products) to pay these costs. We suggest you contact your country’s customs office prior to ordering your products so that you are made aware of any additional local surcharges.
In the unlikely event that you wish to refuse your delivery, you may still be held responsible for the original customs fees or import duties. We regret that we can only refund you the value of your order minus any fees we are charged upon return for your item. If a delivery is refused by you then unfortunately, we cannot be held liable for any loss or damage incurred by your order during transit back to us under any circumstance.

1.3 Replacements & Exchanges
Unfortunately, we do not offer replacement or exchanges for returned products. Please place a fresh order online at www.kristal.store.