Refund policy
Return Policy
We at Krestella have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@krestella.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at support@krestella.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items).
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@krestella.com.
Refunds Policy
Here you'll find the answers to the most common questions our customers have!
Shipping
How long after ordering is my order shipped?
We typically ship all orders within 1–3 business days. If you select Express shipping at checkout, we aim to ship your item within 2 business days.
Which carrier do you use?
We ship all items with YunExpress, JDW, USPS, GoFo, etc. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.
How long does it take to arrive?
We ship all orders from our USA factory. Once shipped, we see delivery happen within the following timeframe:
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USA – Within 5–8 business days
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Canada – Within 5–8 business days
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Western Europe – Within 6–10 business days
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Australia/NZ – Within 5–10 business days
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Rest of the World – Within 6–12 business days
These timeframes are typical, and sometimes local carrier issues may mean your item arrives slightly later than this.
I didn't receive my order
Please contact our support team at support@krestella.com. quoting your order number from the confirmation email/SMS message. We'll help track down your order.
Can I pay extra to get my item quicker?
For USA domestic orders, you have the option of Express order processing at checkout for certain products. This will prioritize your order for shipping within 2 business days where possible. We hope to offer Priority carrier options for USA and International orders in the near future.
What about customs fees/taxes?
We do our best to help ensure your item arrives as smoothly and quickly as possible, including labeling the package with all relevant information for customs authorities.
It's unusual for orders of 1–2 items to attract customs fees, except in countries where there is a very low or no tax-free threshold. If fees are charged by customs, they are payable by the recipient.
Shipping Insurance
Shipping insurance is offered at checkout. It's provided by Route. Route will contact you with all insurance info and terms via email.
Route will inform you of the shipping and tracking for your package, regardless of whether you have purchased the insurance.
If your item becomes lost, stolen, or damaged in transit, you can file a claim with Route directly at this page: https://claims.route.com
Please note — shipping insurance is non-refundable once your order has shipped.
Cancellation & Exchanges
Can I cancel or change my order?
We try to start production of all orders as soon as possible. Depending on when your order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team at support@krestella.com to check if changes or cancellation are possible, and give the reason you wish to cancel.
My item is damaged/incorrect, what do I do?
Please contact our support team at support@krestella.com for any items that arrived damaged, defective, or incorrect. Include a photo of the item.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
Can I return my purchase?
We hope you'll love the item you purchased. If there's any concern about it or you are thinking of returning it, please contact our support team at support@krestella.com for assistance, explaining your reasons for wanting to return it.
Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked.
My item looks different from the online listing
This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look. This allows our team to create many different products without needing to photograph thousands of items a day.
It's possible you may have an item that is showing a defect — please take a few photos and send them to our support team at support@krestella.com for review, along with your order ID.