At Crucustom, customer satisfaction is our priority. We aim to make returns and refunds as straightforward as possible, while complying with Google Shopping Ads policies. Please review our return and refund policy below to understand your rights and the process for returning items.
1. Returns / Exchanges
All items are handcrafted and customized with care, therefore we don’t usually accept returns or exchanges on jewelry unless the fault was ours. However, we understand that these pieces are very sentimental and important, so if you do have an issue with your product, please feel free to contact us, and we can solve the issue (CONDITIONS APPLY).
2. Return Process
To initiate a return, follow these steps:
- Contact Us: Email our customer service team at email: ihello@crecustom.com & Phone: +86 13543947564 with your order number and reason for return.
- Receive Return Authorization: We will provide a Return Authorization Number (RAN) and instructions on how to return your item(s).
-
Ship the Item: Securely package the item and send it back using the instructions
provided. Include the Return Authorization Number with your shipment.
3. Return Shipping Costs
- Customer Responsibility: Unless the return is due to our error (e.g., wrong item sent or defective product), the customer is responsible for the return shipping costs.
- Prepaid Return Label: In some cases, we may provide a prepaid return label. If a prepaid label is used, the cost of return shipping may be deducted from your refund.
4. Refund Policy
Once we receive and inspect your returned item, we will process your refund under the following conditions:
- Refund Method: Refunds will be issued to the original payment method. If the original payment method is no longer available, a store credit may be issued.
- Processing Time: Refunds are typically processed within [10] business days after we receive the returned item. You will receive an email notification when the refund has been processed.
- Partial Refunds: In cases where items are returned in a condition not suitable for resale (e.g., damaged or missing parts), a partial refund may be issued.
5. Exchanges
We currently do not offer direct exchanges. If you would like a different item, please return the original item and place a new order.
6. Defective or Incorrect Items
If you receive a defective or incorrect item, please contact our customer service team within [7] days of delivery. We will arrange a replacement or refund and cover the return shipping costs.
7. Cancellations
Our team works hard to ensure that you have your jewelry out in a timely fashion, so we start the creation process immediately after placing the order. If you need to cancel the transaction, feel free to contact us within 24 hours of purchase.
8. Late or Missing Refunds
If you haven’t received a refund after the specified processing time:
- Check Your Bank Account: Sometimes refunds take time to be officially posted.
- Contact Your Bank or Credit Card Company: There may be a delay before the refund is posted to your account.
- Contact Us: If you have completed the above steps and still haven’t received your refund, please reach out to our customer service team at email: hello@crecustom.com & Phone: +86 13543947564
9. Return and Refund Policy Updates
We may update this policy from time to time to comply with Google Shopping Ads requirements or to improve our customer service. Any updates will be posted on this page.
Contact Us For any questions or assistance regarding returns and refunds, please contact our customer support team at