Return or Exchange

Our Return & Exchange Window

We accept eligible return and exchange requests within 30 days from the date your order is delivered.

EU customers also have a legal right of withdrawal for online purchases. This means you may cancel and return an eligible order within 14 days from the date you receive it, without giving a reason, subject to the exceptions allowed by law.

Return Eligibility

To be eligible for a return or exchange, items must be:

• Unused, unworn, and unwashed
• In the same condition as received
• Returned with original tags attached
• Returned with original packaging where possible
• Free from stains, marks, odors, hair, damage, or signs of wear

Items that do not meet these conditions may be rejected or may only qualify for a partial refund, subject to applicable consumer law.

How Exchanges Work

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.

If you would like a completely different style or product, you may need to return the original item and place a new order separately. Price differences, taxes, duties, or shipping differences may apply depending on your location and selected exchange option.

Returns for Refund

Returned items must be received and inspected before a refund can be approved.

Once your return is reviewed and approved, your refund will be processed to the original payment method used at checkout.

Your bank, card provider, or payment provider may take additional time to post the refund to your account.

Return Shipping Costs

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 through our return portal, the return shipping cost may be shown in the portal or deducted from the refund, unless the return is due to our error.

Faulty, Damaged, or Incorrect Items

If your item arrives damaged, defective, incorrect, or not as described, please contact us as soon as possible at info@criniere.eu.com and submit your request through the EU returns portal.

Please include your order number and clear photos of the issue so we can review the case.

If the issue is confirmed, we will arrange the appropriate solution, which may include a replacement, exchange, repair, refund, or return shipping support, depending on the situation and applicable law.

Non-Returnable Items

The following items are not eligible for return or exchange, unless faulty, damaged, incorrectly supplied, or otherwise required by applicable law:

• Gift cards
• Items marked as final sale, where permitted by applicable law
• Customized or personalized items
• Items that have been used, worn, washed, altered, damaged, or returned without original tags
• Items that cannot be returned for health or hygiene reasons once unsealed or used, where applicable

Saudi Arabia & Unsupported Countries

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 and carrier guidance where possible.

Important Return Instructions

Please do not send returns directly to our office, warehouse, manufacturer, or any address without first submitting your request through the EU returns portal.

The correct return address and instructions will be provided through the portal or by our support team after your request is reviewed.

We’re Here to Help

If you have any questions about your return or exchange request, please contact us at:

info@criniere.eu.com