Last updated: May 2026
At Crelooking, we want you to be completely satisfied with your purchase. This Refund Policy explains when and how you can request a refund, how returns are processed, and which products are not eligible. It complements our Shipping & Returns page (which covers the logistics of returning a product) and forms part of our Terms of Service.
1. Refund Window
You may request a refund within 30 days of receiving your order. The 30-day window starts on the day the carrier marks the parcel as delivered to your address.
2. Eligible Conditions
To be eligible for a refund, the product must be:
- In its original condition, unworn, unused, and with all original tags and packaging.
- Free of any modification, damage, or sign of use beyond what is necessary to inspect the item.
- Returned with the original invoice or order number.
3. Non-Eligible Products
For hygiene, safety, and customization reasons, the following items cannot be refunded once opened, used, or personalized:
- Skincare, cosmetics, and beauty products once the seal has been broken.
- Items in direct contact with skin or hair where hygiene is a concern (e.g. earphones, hair tools used on skin, eyelash applicators).
- Personalized, custom-made, or made-to-order products.
- Digital downloads and gift cards.
- Final-sale items clearly marked as non-refundable on the product page.
4. How to Request a Refund
Contact our customer support at [email protected] with:
- Your order number.
- The reason for the refund request.
- Photos of the product (especially in case of defect, damage, or wrong item).
We will acknowledge your request within 2 business days and provide you with return instructions if applicable.
5. Return Shipping Costs
Return shipping costs are the customer’s responsibility, except in the following cases where Crelooking covers the return cost:
- The product is defective or damaged on arrival.
- The wrong item was shipped.
- The product does not match the description on our website.
We strongly recommend using a tracked shipping method, as Crelooking cannot be held responsible for parcels lost in return transit.
6. Processing Time
Once we receive and inspect your returned item, we will:
- Notify you by email of the approval or rejection of your refund within 3 business days.
- If approved, issue the refund within 5 to 10 business days.
The funds will appear on your account depending on your bank or card issuer (typically an additional 2 to 5 business days).
7. Refund Method
Refunds are issued to the original payment method used for the order (credit card, PayPal, Apple Pay, etc.). We do not offer cash refunds or refunds to a different payment method, except where legally required.
8. Partial Refunds
In some situations, only a partial refund may be granted, for example:
- The product is returned with obvious signs of use beyond reasonable inspection.
- Original tags or packaging are missing.
- The product is returned more than 30 days after delivery but within a reasonable goodwill period.
9. Defective or Damaged Items
If your order arrives defective, damaged, or with missing parts, contact us within 14 days of delivery with photos. We will offer a replacement, store credit, or full refund (including original shipping cost) at no additional cost to you.
10. Cancellations Before Shipment
If you wish to cancel an order, contact us as quickly as possible. We can cancel and fully refund any order that has not yet been handed to the carrier. Once shipped, the cancellation request becomes a return request and follows the process above.
11. Consumer Rights and Legal Compliance
This policy is designed to comply with applicable consumer-protection laws:
- European Union: under EU consumer law, consumers in the EU have a statutory 14-day right of withdrawal for distance contracts. Our 30-day window extends this statutory right.
- France: in addition to this policy, customers benefit from the legal guarantees set out in the French Code de la consommation (legal guarantee of conformity and guarantee against hidden defects).
- United States: this policy follows FTC guidance on refund disclosure for online retailers and complies with applicable state consumer-protection laws.
- Other jurisdictions: where local mandatory rules grant you stronger rights, those rules apply.
12. Contact
For any refund-related question, write to [email protected]. We aim to respond within 2 business days.
See also our Privacy Policy for information on how we handle personal data during the refund process.