1. Returns Eligibility
We want you to be completely satisfied with your purchase from CRESTA LIMITED. You may return most unworn dresses within 30 days of delivery for a full refund or exchange. To be eligible for a return, your item must be unused, in its original condition with all tags attached, and in the original packaging.
2. Non-Returnable Items
For health and hygiene reasons, the following items cannot be returned:
- Intimate apparel and swimwear
- Dresses marked as “Final Sale” or “Clearance”
- Personalized or custom-made dresses
- Items without original tags or packaging
- Damaged items due to customer misuse
3. Return Process
To initiate a return, please follow these steps:
- Contact our customer service team at [email protected] to request a Return Authorization (RA) number
- Complete the return form included with your original order
- Pack the dress securely in its original packaging with all tags attached
- Clearly write the RA number on the outside of the package
- Ship your return to our designated Hong Kong address
4. Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to:
- Receiving an incorrect item
- Discovering a manufacturing defect
- Our error in order processing
In such cases, we will provide a prepaid shipping label or reimburse reasonable shipping costs.
5. Refund Processing Time
Once we receive your returned item, it will undergo a quality inspection within 3-5 business days. Approved refunds will be processed within 10 business days. You will receive email notifications at each stage of the process, from receipt to final refund.
6. Refund Methods
Refunds are issued to the original payment method used for purchase:
- Credit/Debit Card payments: 5-10 business days for processing
- PayPal payments: 3-5 business days for processing
- Bank Transfer payments: 7-14 business days for processing
Alternatively, you may choose store credit with an additional 15% bonus value.
7. Exchange Policy
We are happy to offer exchanges for:
- Size exchanges (subject to availability)
- Color exchanges (subject to availability)
- Defective item replacements
Please contact our customer service team before returning items for exchange to ensure availability.
8. Damaged or Defective Items
If you receive a damaged or defective dress:
- Notify us within 48 hours of delivery
- Provide clear photos or videos showing the damage or defect
- We will arrange free return shipping
- Choose between a replacement or full refund
9. Quality Inspection Process
All returned items undergo a thorough quality inspection by our team. Items that do not meet our return criteria will be shipped back to you at your expense, and no refund will be issued.
10. International Returns
International customers should note:
- Include all necessary customs documentation
- Mark the package as “Returned Goods” to avoid additional duties
- Use a trackable shipping method
- Please note that original shipping costs and return shipping costs are not refundable
11. Sale Items
Sale items can only be returned for store credit unless they are defective or damaged. The store credit will be equivalent to the purchase price paid for the item.
12. Late or Missing Refunds
If you haven’t received your refund after the processing period:
- First check your bank account or credit card statement
- Contact your credit card company or bank
- Verify your PayPal account if applicable
- If still unresolved, contact us at [email protected]
13. Return Address
All returns must be sent to our designated return address in Hong Kong, which will be provided when you receive your Return Authorization number. Returns sent to other addresses cannot be processed.
14. Gift Returns
We only accept returns for items purchased directly from our website. If the item was marked as a gift, we will issue a refund to the original purchaser.
15. Contact Information
For return-related inquiries or assistance:
Email: [email protected]
Response Time: Within 24 business hours
Business Hours: Monday to Friday, 9:00 AM to 6:00 PM HKT
We are committed to ensuring your satisfaction with every CRESTA LIMITED purchase and will make every effort to process your returns quickly and fairly.