Refund policy
Returns & Refund Policy
At Cro.chez.la, each piece is created and handled with care.
If you need to request a return, please read the information below.
Returns
For eligible items, you may request a return within 14 days of receiving your order.
To be eligible for a return, the item must be in the same condition in which you received it: unworn, unused, unwashed and undamaged, with any original tags and packaging included. You will also need to provide your receipt or other proof of purchase.
To request a return, please contact us at cro.chez.la@gmail.com.
If your return is accepted, we will provide instructions on how and where to send your parcel. Items returned without contacting us first will not be accepted.
Return shipping costs are the responsibility of the customer, except where the item is faulty, damaged, incorrect or incomplete.
Damaged, defective or incorrect items
Please inspect your order when it arrives and contact us as soon as possible if your item is defective or damaged, or if you have received the wrong item.
Include photographs and your order details so that we can assess the issue and find the most appropriate solution.
If the issue is due to an error on our part or a defective product, the necessary return shipping costs will be covered by Cro.chez.la.
Custom and personalised items
Items that are made according to the customer's individual specifications or clearly personalised cannot normally be returned or exchanged for change-of-mind reasons.
This may include, for example, pieces made specifically in a requested colour combination, measurements or personalised design.
If a custom or personalised product arrives damaged, defective or different from what was agreed, please contact us at cro.chez.la@gmail.com and we will review the issue.
Digital products
Digital products, including downloadable crochet patterns and other digital files, are generally not refundable once access or downloading has begun, where the customer has expressly agreed to receive the digital content immediately and acknowledged the loss of the right of withdrawal.
If you experience a technical problem with a digital product or receive the wrong file, please contact us and we will do our best to resolve the issue.
Exchanges
The quickest way to receive a different eligible item is to return the item you have received and, once the return has been accepted, place a new order separately.
Custom or personalised items cannot normally be exchanged unless they are faulty or there has been an error with the order.
Return shipping costs
- If the return is necessary because of a faulty, damaged, incorrect or incomplete item, reasonable return shipping costs will be covered by Cro.chez.la.
- For eligible returns made because the customer has changed their mind, return shipping costs are the customer's responsibility.
- We strongly recommend using a tracked shipping service. Cro.chez.la cannot be responsible for returned parcels that are lost before reaching us.
Refunds
Once we receive your return, we will inspect it and let you know whether the refund has been accepted.
Eligible refunds will be made using the same payment method originally used for the purchase.
For EU statutory withdrawals, reimbursement will be made within the period required by applicable consumer law. We may withhold reimbursement until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.
Where applicable, the refund will include the cost of the least expensive standard delivery option originally offered. Additional costs resulting from an upgraded or express shipping option are not refundable.
Please remember that your bank, card provider or payment service may require additional processing time before the refund appears in your account.
If you believe a refund has been issued but has not appeared after a reasonable processing period, contact us at cro.chez.la@gmail.com.
Questions
For any questions regarding returns, exchanges, damaged products or refunds, please contact:
Cro.chez.la
cro.chez.la@gmail.com