Refund policy
30-Day Returns
We want you to shop with confidence at CristalSuave. If you're not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.
Return Eligibility
To qualify for a refund, returned items must:
- Be unused and unworn
- Be returned in their original condition
- Include all original packaging, tags, and accessories
If you're unsure whether your item is eligible for return, our customer support team will be happy to help.
This policy applies to all orders delivered within the United Kingdom.
Return Shipping Costs
Returns are not free unless the item is faulty or incorrect.
Faulty, Damaged or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, we will cover the return shipping costs and arrange an appropriate solution.
Change of Mind
If you're returning an item because:
- It isn't the right size
- You ordered the wrong product
- You no longer want the item
- It wasn't suitable for you
You'll be responsible for the return shipping costs.
No Restocking Fees
We never charge restocking fees. If your return meets our policy requirements, you'll receive a refund without any additional deductions.
How to Return an Item
Before sending anything back, please contact our customer support team at:
Please include your order number along with a brief explanation of why you'd like to return the item.
Our team will then provide you with the correct return instructions and return address.
Refunds
Once your return arrives, we'll inspect the item to ensure it meets our return requirements.
If your return is approved, your refund will be processed within 7 business days after the inspection has been completed.
Depending on your bank or payment provider, it may take an additional 5–7 business days for the funds to appear in your account.
Refunds are always issued to the original payment method used when placing the order.
Exchanges
If you'd like a different size, colour, or a replacement item, please contact us before returning your order.
We'll be happy to help you arrange the quickest and most suitable solution.
Non-Returnable Items
For hygiene and safety reasons, certain products cannot be returned once opened or used.
Where applicable, these products will be clearly identified on the relevant product page before purchase.
We’re Here to Help
If you have questions, need help, or just want to connect — we’re always happy to hear from you. Don’t hesitate to reach out:
Store Name: Cristal Suave
Address: 71-75 Shelton Street, Covent Garden, London, WC2H9JQ
Phone:+44 7307344755
Email: contact@cristalsuave.com
Customer Service Hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT)
We will respond your email within 24 hrs (Mon–Fri)— weekend messages answered Monday.