Returns & Refunds

We want you to be happy with your Crownwicke order. If something is not quite right, here is how returns and refunds work.

1. RETURN WINDOW

You may return most items within 14 days of receiving your order. To be eligible for a return, items should be unused, in their original condition, and, where possible, in their original packaging.

2. HOW TO START A RETURN

To begin a return, please contact us at info@crownwicke.com with your order number and the reason for the return. We will guide you through the next steps, including where to send your item back.

3. RETURN SHIPPING

Unless an item arrived damaged, defective, or incorrect, the cost of return shipping is the responsibility of the customer. If your item arrived damaged, defective, or was not what you ordered, please let us know and we will cover the cost of the return.

4. REFUNDS

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved. Approved refunds are issued to the original payment method used at checkout, generally within 14 days of us receiving the returned item.

Please note that depending on your payment provider, it may take a few additional business days for the refunded amount to appear in your account.

5. EXCHANGES

If you would like a different item, such as a different variant of a product, the quickest way to receive it is to return the original item in line with the process above and place a new order for the item you would like instead.

6. ITEMS THAT CANNOT BE RETURNED

For hygiene and safety reasons, certain items may not be eligible for return once opened or used. Where this applies to a specific product, it will be noted on the product page. Personalized or made to order items are also excluded from returns unless they arrive damaged or defective.

7. RIGHT OF WITHDRAWAL

As a consumer, you also have a statutory right of withdrawal under German and EU law, which allows you to cancel most purchases within 14 days of receiving your order without giving a reason. Full details on how to exercise this right are provided in our separate cancellation policy, available on our website or upon request.

8. QUESTIONS

If you have any questions about a return, refund, or exchange, please reach out to us at info@crownwicke.com or by phone at +49 159 05625633. We are happy to help.