Returns and Exchanges

A Cristaldi Collection does not accept refunds simply for a change of mind.  We do however, want you to be absolutely happy with your purchase, so we happily offer our customers the option to return your product and either exchange the item for a different size or receive a store credit (with 3 years expiry). 

Please note that all SALE purchases are final.  There is no exchange or return on any SALE items. 

Eligible Returns:

• Your item/s must be returned within 14 days of the date of purchase;
• The item/s must be in it's original condition, original packaging with all tags remaining in place and proof of receipt;
• The item must be unworn, unwashed and unused.  Clothing must be free of makeup, deodorant, perfume and any other stains; 
• We do not accept returns on sale items (except if the item is faulty);
• All return shipping costs incurred for the return of the item/s are paid for by the customer (unless the item has been deemed faulty).  

For health and hygiene reasons, jewellery (i.e. earrings) and headwear are not eligible for return.  

IMPORTANT:

Return shipping for change of mind or incorrect fit is at the cost of the customer and non-refundable.  If you have received a faulty or incorrect item, we will bear the return shipping cost.  

We can only accept returns on items that are in their original condition.  If you send an item back and it is not in it's original condition i.e. make up stains, we will not be able to process your return and contact will be made to get the item sent back to the customer at their expense.  

Where an item is deemed faulty, this may be returned for a full refund.  Only faulty items may be returned for a full refund.  All other returns will receive a store credit which is valid for 3 years.

RETURNS AND EXCHANGES TERMS & CONDITIONS

By processing a return through the returns portal, you are acknowledging and agreeing to the following terms and conditions:

To be issued with a Store Credit Voucher, please ensure that your item/s are in their original condition and the original labels and tags are attached to the item.  Please note that items returned with makeup, deodorant, smell of perfume, washing powder or other odours or with any other stains will not be accepted. 

All returned items are inspected upon receipt and if not deemed to be in their original condition will be returned to the sender at the customers expense.

Please keep your return tracking details as A Cristaldi Collection is not liable for items that are damaged or lost in transit.  Return shipping is at the Customers expense and A Cristaldi Collection does not issue credits for shipping costs. 

Please allow up to 5 business days for processing once your return has been received.  You will receive your store credit via your nominated email address at the time you placed your order.  Please check your junk/spam folder in case you haven’t received it after the 5 business days. 

If you have any issues with your return, please email us at info@acristaldicollection.com.au and we will look into this for you. 

Your store credit will be send to you via your nominated email address at the time you placed your order. 

N.B:

• Your store credit is for the item value only and does not cover shipping costs.
• Your store credit cannot be used in conjunction with any other discounts.
• Store credits can only be used in one transaction.
• Your store credit is valid for 3 years.

Exchanges

Please follow the above returns process for an exchange.  N.B. Unfortunately, we are unable to hold an item or place stock aside for orders and exchanges.  Please use your store credit to purchase the correct item.  The shipping fee for the exchange item will be at your expense. 

Faulty Items

Every care is taken by A Cristaldi Collection to prevent faulty items, as we take great pride in sourcing and providing items of the highest standard and quality.  Each item is quality checked before it is posted out to you, however as per the ACCC guidelines, in the unfortunate unlikely event that you have received an item with a manufacturing fault, you may return the faulty item for a full refund.  Faulty item return postage costs will be covered by A Cristaldi Collection. 

To assist us with processing your faulty item, please provide a photo or two showing the fault and email us at info@acristaldicollection.com.au

If the item has been damaged because it was washed incorrectly, or if, after wearing it something happens i.e. a button falls off, clip comes off, or zipper breaks, this is classified as general ‘wear and tear’ and does not constitute a faulty item, and as such we cannot accept this item back as a faulty return.  Loose threads are also not classed as a fault and can be trimmed easily. 
For these reasons, we recommend you inspect your item when you receive it to make sure it is in perfect condition. 

For health and hygiene reasons, jewellery (i.e. earrings) and headwear are not eligible for return

SUBMIT A RETURN REQUEST

We have a user-friendly Returns Portal where you can lodge your return online. 

Click the profile icon in our stores navigation, or go to the returns page, and then request a return. 

1. Log in to your account:
   a)   In the Email field, enter your email address, and then click Continue
   b)   In your email account, open the email from our store and copy the six-digit verification code included in the email.  
   c)   Go back to the online store, and enter the six-digit verification code.  
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a little note in for us regarding the return.
5. Click Request Return

If your return request is approved , then you will receive an email with shipping instructions. After the product is returned and inspected, and it meets the conditions for a return, you will receive a refund.  

If you have any issues or questions regarding our Returns Policy, please feel free to reach out via email at info@acristaldicollection.com.au