Return Policy
14-Day Right of Withdrawal (Cooling-off Period)
Of course, it can happen that you want to return your order – whether it's because it doesn't meet your expectations or you prefer a different size or color.
You have the legal right to cancel and return your order within 14 days of receipt. This period begins on the day you received your package. As soon as you inform us of your return or register it via our returns portal, this counts as the date of withdrawal. Your refund will then be processed within 14 days.
How can I exchange products?
Would you like to exchange an item for a different size or color? No problem! Simply fill out our contact form, provide your order number (starting with #CRYS…), and let us know which item you wish to exchange.
How does a return work?
- Inform us about your return via the contact form.
- Follow the return instructions and drop off the package at a parcel station.
- Send the package to our return address.
- We will refund you the amount within 14 days of registering your return.
IMPORTANT:
If you do not inform us about the return in advance or do not use the return form, we cannot allocate the refund. Therefore, please use our contact form or returns portal to ensure a smooth process.
Order Cancellation
Cancellation is possible within 2 hours of placing the order. After that, processing begins automatically, so unfortunately, cancellation is no longer possible. However, you can return the order after receipt.
Do I have to pay return costs?
No. If you choose a voucher or credit from Crystalli, we will cover the return costs. You can then conveniently redeem the voucher in our webshop.
Exceptions to the Right of Return
There is no right to exchange or refund for reduced items, sale or promotional goods, or bundle offers.
For hygienic reasons, the following products are also excluded from exchange:
Underwear, lingerie, swimwear, hair clippers, razors, hair and skin care products, earrings, manicure and pedicure items, artificial eyelashes, and make-up accessories.
What to do with a defective product?
That is, of course, very annoying. If your product arrives damaged, please contact us immediately.
In this case, we will first send you a replacement item free of charge. Should the replacement delivery also be faulty – which is extremely rare – we will, of course, refund the full purchase amount.
Important Note on Returns
The sender is responsible for the return. Therefore, please always send us a valid Track & Trace code and include the return slip in the package to ensure smooth processing.