Returns Policy
Our Promise to You
At CROSELLA LIMITED, we want you to be completely happy with your purchase. We understand that sometimes an item might not work out—whether it's the wrong fit, colour, or you've simply changed your mind. This policy explains your rights and how to return items to us.
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
1. Returns for Change of Mind (Online Orders)
Because you are buying online, you have a legal right to cancel your order within 14 days of receiving your goods—even if there's nothing wrong with them.
•Returns Window: You have 30 days from the date of delivery to return unwanted items to us.
•Condition of Items: To be eligible for a refund, items must be:Unworn and unwashed.In original condition with all tags still attached.Returned in their original packaging.
•Timeframe to Notify Us: Please let us know within 14 days of receiving your order that you wish to cancel. You then have a further 14 days to actually return the goods to us.
2. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or is not what you ordered, we are here to put it right.
•Your Legal Rights: Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you are entitled to a refund, repair, or replacement.
•30-Day Right to Reject: You have the right to reject faulty goods and get a full refund within 30 days of receiving them.
•After 30 Days: If a fault appears after 30 days but within the first six months, we are entitled to offer a repair or replacement. If that fails, you are then entitled to a refund or price reduction.
•Return Costs: If you are returning an item because it is faulty, damaged, or incorrect, we will cover the reasonable cost of return postage. Please contact us before returning so we can arrange this.
3. How to Start a Return
To ensure your return is processed quickly and smoothly, please follow these steps:
1.Contact Us: Email us at [email protected] with your order number and the reason for your return. Alternatively, you can initiate a return through our online returns portal.
2.Pack Your Item: Securely package the item(s) in the original packaging, ensuring all tags are attached.
3.Send It Back:For UK Returns: We offer a free Royal Mail returns label for your convenience. Please request this when you contact us, and we will email it to you.For International Returns: Customers outside the UK are responsible for the cost of return postage, unless the item is faulty. We recommend using a tracked service (such as Royal Mail or DHL) and keeping your proof of postage, as you are responsible for the goods until they reach us.
4.Returns Address:Please contact customer service personnel via email to obtain the specific return address.
Please note: We cannot refund items that are returned to us without prior authorisation, or items that are received damaged, worn, or without tags due to the customer's handling .
4. Refund Processing
•Inspection: Once we receive your return, we will inspect the item(s) to ensure they meet the conditions outlined in Section 1.
•Timing: We aim to process refunds within 5 working days of receiving the returned items -3-6. You will receive an email confirmation once your refund has been processed.
•Method: Refunds will be issued to the original payment method used at checkout -1-6. Depending on your bank or payment provider, it may take a further 3-5 working days for the funds to appear in your account.
•Shipping Charges: Original delivery charges are only refunded if you are cancelling your entire order under the 14-day cooling-off period, or if the item is faulty.
5. Exchanges
If you would like a different size or colour, the quickest way is to return your unwanted item for a refund (following the steps above) and place a new order on our website. This ensures you get the correct item as quickly as possible and avoids any delays.
6. Items That Cannot Be Returned
While we accept returns on most items, we are unable to offer refunds or exchanges on the following, unless they are faulty:
•Items returned after 30 days.
•Items that show signs of wear, are washed, or have had tags removed.
•Items returned without original packaging.
7. Late or Missing Refunds
If you haven't received your refund within the timeframes above, please check your bank account first. Then, contact your credit card company or bank—it may take some time before the refund is officially posted. If you've done all of this and still have not received your refund, please contact us at [email protected].
8. Questions?
If you have any questions about our Return Policy, please don't hesitate to get in touch.
CROSELLA LIMITED Email: [email protected]
