Return & Refund Policy

Customer’s satisfaction is our most important thing, in this belief, we promise to replace or refund as following situations:

 

  • Wrong item received (color, product type, size chart...)
  • Defective item
  • The actual product is quite different from the announced size: the actual product is more than 3cm bigger or smaller than the announced size chart.
  • Missing/ lost item

Our policy for these cases lasts 30 days for replacement/refund requests only. If 30 days have gone by since the delivery day, unfortunately, we can’t offer you a replacement or refund. We do not have policies regarding the return of an item. For a refund or replacement, you do not need to return the defective item you received.

How to file a claim

 

To file a claim, please send us an email to admin@cremory.com and include the following information (this is a must):

  • Order number
  • Video/ photo of the defective product
  • If your claim is in regards to the sizing issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
  • If some of your items are missing, please provide us images of the item you received and the detailed shipping label

Please kindly noted that we typically DO NOT accept refunds or replacements due to customer's mistakes such as:

  • Incorrect selection of sizes, colors, etc.
  • Personal reasons due to personal ideas, change of mind,..
  • Product is damaged or deformed by customers
  • Unsuccessful deliveries due to any customers’ mistakes on shipping address or customers’ unavailability, any loss of products due to the security of customers’ living areas (as long as shipping carriers confirm that the order is delivered)

Late or missing refund

 

In most cases, we will complete the refund process within 5 - 7 days. However, the process may be delayed or failed due to a systematic error so if you have not received your money for 15 days, please check your bank account first. 

 

If there is an error or a late refund from the bank, please contact us via our support email admin@cremory.com for further assistance.

Cancellation

 

If you would like to cancel your order, please email us at admin@cremory.com within 6 hours after the purchase time. Any cancellation request received after 6 hours will not be accepted.

 

All the order information will be automatically printed in a shipping label as well as other process fees after you check out that cost us 10% of your total order so please be aware that this cost will be charged for your cancellation.

 

How to change the information of my order?

 

If you realize you have made an error in the shipping address or purchasing, simply e-mail us as soon as possible. We will support you to correct the information.

Please be noted that: we can only change your order information within 6 hours on the same day.

Please check the order confirmation email which is sent to you right after your order is placed to check all the information.