Can’t find your answer? Email service.client@crelooking.com, we reply within 1 business day.
Shipping & delivery
Where do you ship?
Every product ships to the United Kingdom, Canada and Australia. A small selection also ships to the United States with import duties already paid; their product page says so.
How long does delivery take?
Orders are prepared in 2 to 4 business days. Delivery usually takes 9 to 17 business days to the UK, 9 to 15 to Australia and 18 to 22 to Canada and the US. Each product page shows an estimated window. Full details on our Shipping & Delivery page.
Is shipping free?
Yes, standard tracked shipping is free on every order, with no minimum.
Will I pay import fees?
Australian orders under A$1,000 have no import charges and US items ship duties-paid. UK and Canadian parcels are low value and usually arrive with nothing to pay; if a carrier asks you for a fee, contact us before paying and we will make it right.
Why did my order arrive in several parcels?
Items ship from our suppliers’ warehouses in Asia as soon as each one is ready, so a multi-item order can arrive in separate parcels on different days.
Tracking
How do I track my order?
You receive a tracking link by email when your parcel ships. You can also use our Track Your Order page.
My tracking has not updated for a few days.
That is normal while a parcel is between countries. If nothing changes for 7 business days, email us and we will check with the carrier.
Returns & refunds
What is your return policy?
You have 30 days from delivery to return an unused item in its original packaging. Hygiene items (sponges, puffs, razors, press-on nails, lash pads) can be returned if still sealed. Read the Returns & Refunds policy.
My item arrived damaged or faulty.
Email us a photo and your order number within 30 days of delivery. We replace it or refund you in full, and you usually do not need to send it back.
When will I get my refund?
Within 5 business days of receiving your return or approving your claim, to your original payment method.
Products
How do I clean my brushes and sponges?
Wash brushes and sponges weekly with mild soap and lukewarm water, squeeze gently and let them air-dry flat. Replace sponges every 2 to 3 months.
How do I care for my gua sha or roller?
Wipe it with a damp cloth after each use and store it dry. Natural stone can chip if dropped, so keep it in its pouch.
Can I use facial tools on sensitive skin?
Use light pressure, always on clean skin with an oil or serum, and avoid irritated or broken skin. If you have a skin condition, ask your doctor first. Our tools are for cosmetic use and do not treat any medical condition.
Orders & payment
Which payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay and Google Pay, processed securely by Stripe. We never see or store your full card number.
Can I change or cancel my order?
Yes, until it ships. Email us as soon as possible with your order number.
Which currency will I pay in?
You can browse in USD, GBP, CAD or AUD. Your bank may apply its own conversion fee if your card is in another currency.