FAQ's

Frequently Asked Questions

Orders

How soon is my order dispatched?
Within 2 working days of the order being placed.

Can I cancel or change my order?
Yes, within 8 hours of placing it. After that the order moves into packing and cannot be changed. Once it has been dispatched, it cannot be cancelled at all.

I refused the delivery. Do I get my money back?
No. A refused delivery is treated as a return. Prepaid orders refused at the doorstep are not eligible for a refund, and refusing a COD order may lead to COD being denied on your future orders. Re-delivery requests carry additional shipping and repacking charges.

Shipping and Tracking

How long does delivery take?
Up to 10 working days from dispatch, depending on your location and courier partner timelines.

How do I track my order?
Tracking details are emailed to your registered email address once the order is dispatched. Please check your spam or promotions folder if you do not see it.

My tracking has not updated in a few days.
Deliveries are handled by third-party courier partners, so occasional delays happen and are outside our control. If tracking is stuck for more than 48 hours, email us and we will follow up with the courier for you.

Returns, Exchanges and Refunds

What is the return window?
3 days from the day you receive the product. Requests raised after this period cannot be accepted.

Are returns free?
No. Returns are offered as a chargeable service and return shipping is paid by the customer.

Can I return a sale or discounted item?
No. Products bought during a sale or promotion, or at a discounted price, are not eligible for return or exchange.

What condition does the product need to be in?
Unused, unwashed, in its original packaging, in the same condition as delivered, and with all original tags and paperwork.

I received a damaged or missing item. What do I do?
Email us with a clear unboxing video recorded while opening the package. It must show the sealed package and every item being removed. Claims without this video cannot be processed.

Will I get a refund or store credit?
Refunds are issued only for damaged products, subject to verification. All other approved returns are settled as store credit.

How long does a return take to process?
Up to 10 working days from the date we receive the product back.

Do I need approval before sending a return?
Yes. All return requests must be approved by Crostia first. Products sent back without approval will not be accepted.