We want you to be completely satisfied with your purchase but understand that sometimes an item must be returned. No worries - we're here to help!

Our 30-day refund guarantee

We offer a 100% satisfaction guarantee for 30 days or your refund

If you change your mind about items purchased from us, we will refund the purchase price or exchange those products, subject to the following conditions:

• To be eligible for a refund, your item must be unworn, unwashed, unused, or otherwise in the condition you received it. It must be in the original packaging.
• To complete your return, we need a receipt or proof of purchase. You may need to provide proof of defective items prior to return, such as sending photos via email.
• If you request a return, you will be refunded the purchase price (excluding delivery charges and/or discounts) using the original payment method within 5 - 8 business days once we receive the returned item and confirm that it meets the above conditions.
• If there is a problem with your return, you will also explain why your return was rejected and why we cannot issue a refund. This usually happens when we receive used goods back in salable condition..

Damaged or defective items

If an item is defective (see definition below), described, or different from the sample shown, we will take corrective action, including refunding the purchase price and delivery charges or providing a replacement product and pre-paid return shipping, may have Labeled for incorrect items.

*Damaged or defective items include seams and/or holes not present prior to washing.

If you have made an error after placing your order, please click here to contact us as soon as possible and we will see if we can correct it.

Unfortunately, if you have entered the wrong address, moved after your order has been shipped, or need to change product variants, we will not be able to accommodate you or issue you a refund.

Late or missing returns

If you still haven't received your refund, first check your bank account again then contact your credit card company as it may take some time before your refund is officially posted.

Check with your bank afterward as there is often some processing time before the refund is posted.

If you have done all this and you still haven't received your refund, please contact us at Info@krystallook.com

Clearance and final sale items

Only regular-priced items can be returned, unfortunately, sale items cannot be returned unless they are faulty.

Gift

If the item was marked as a gift when purchased and shipped directly to you, you would receive a gift credit for the value of your return.

If the returned item is received, a gift certificate will be mailed to you.

If the item is not marked as a gift at the time of purchase, or the gifted has sent the order to himself to give you later, we will send the gift back to the gifted and he will know about your refund.

Sent

We ship using the card address provided in-store - please verify that the information is correct. Any returned order will be reshipped at your expense.

You will be responsible for your own shipping costs to return your item.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it takes for your replacement or exchange to reach you may vary.

We do not guarantee that we will receive your returned item.

All items must be returned within 30 days of purchase. No refunds or exchanges are available if more than 30 days have passed.

Also, we cannot guarantee that all items will be delivered within the recommended time frame, although we will try to do so. So please note that late delivery cannot be a reason to request a refund.

 Contact me with any questions

Support: 24/7
Phone number:  +1 07473441165
Email:  Info@krystallook.com
Physical address:  London, United Kingdom