Frequently Asked Questions

Crinière EU orders are processed for European customers through our EU operations. Available shipping options, rates, and delivery times are shown at checkout based on your delivery address.

Most orders are processed within 1–2 business days after payment confirmation. Orders placed on weekends or public holidays are usually processed the next business day. Some items may require additional preparation before dispatch.

Delivery times depend on your location, selected shipping method, carrier availability, customs processing, and peak holiday periods.

You can review our full shipping guide here: Shipping Explained.

Once your order has shipped, you will receive a shipping confirmation email with tracking information where available. Please allow some time for the tracking link to update after the carrier receives the package.

Please contact us as soon as possible at info@criniere.eu.com. We will do our best to help, but once an order has been processed or shipped, changes or cancellations may no longer be possible.

Yes. We accept eligible return requests within 30 days from the date your order is delivered. Items must be unused, unworn, unwashed, and returned in original condition with tags attached.

You can read the full details here: Return or Exchange.

Please use our EU returns portal to submit your request. Do not send any item back before your return or exchange request has been submitted and approved.

Start here: Start a Return.

Eligible items may be exchanged for another size, color, or available item depending on stock availability. If the requested exchange item is unavailable, we may offer store credit, a refund, or another suitable option.

Once your return is received and inspected, we will notify you whether your refund has been approved. Approved refunds are issued to the original payment method used at checkout.

You can read more here: Refund Policy.

Unless the item is defective, damaged, incorrect, or otherwise required by applicable law, customers are responsible for return shipping costs. If a prepaid return label is provided, the return shipping cost may be shown in the return portal or deducted from the refund.

Please contact us as soon as possible at info@criniere.eu.com and include your order number plus clear photos of the item, packaging, and issue. We will review the case and provide the next steps.

EU customers may have a legal right to withdraw from eligible online purchases within 14 days from the date they receive the order, subject to exceptions allowed by law. For withdrawal requests, please use the instructions provided on our withdrawal page or contact us at info@criniere.eu.com.

For shipments outside the European Union, customers may be responsible for customs duties, import taxes, brokerage fees, or local charges required by the destination country. These charges may vary depending on local regulations and carrier requirements.

Please review the product size information before ordering. If you are between sizes or need help choosing, contact us before placing your order and we will do our best to guide you.

Please follow the care label attached to your item. To help preserve the fit, fabric, and finish, avoid harsh washing methods, high heat, or unsuitable detergents unless the care label allows it.

If your country is not supported by the return portal or a prepaid return label cannot be generated automatically, please contact us at info@criniere.eu.com with your order number. We will provide manual return instructions where possible.