Return/Refund/Cancellation Policy

Return/Refund/Cancellation Policy

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NON-RETURNABLE ITEMS:

1) The Following Categories of Return Items are Non-Returnable:

  • HEALTH and PERSONAL/BODY CARE Items: including All Hygiene, Infection, Any Body Part and Skin Care Products and Disease Related Items such as protective face masks, coverings, and filters
  • BEAUTY PRODUCTS (e.g. cosmetics) and FASHION ACCESSORIES
  • SWIMWEAR/Beachwear: any types
  • Party Dresses: All types
  • UNDERWEAR and UNDERGARMENTS (including Bodysuits, Socks, Leg Warmers, Stockings) 
  • INTIMATES/LINGERIE: Including Pantyhose, Body Shapers, Girdles, Body Stockings and TIGHTS, and etc.
  • JEWELRY: all fashion jewelry and related accessories
  • KITCHEN, BAR, AND DRINKWARE: used, for example, for processing food
  • PRE-OWNED DESIGNER BAGS

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    RETURN POLICY 

    For General Retail Purchase:

    We Accept Returns Request of Unwashed, Unstained, Unworn, and Undamaged Items Within 14 Days* after delivery, ONLY if the items don't fall into "Non-Returnable Items" categories, listed on top of the policy.

    For Wholesale Business Purchase:
    All orders come with a 24 hour inspection allowance for damage or wrong items only. After 24 hours of delivery or receipt of goods all sales become final. All offers noted as "Final Sale" or "Specials " are sold as is, no returns, refunds, or exchanges.

    We ONLY Accept Return Request of the Wrong or Damaged Pre-Owned Designer Bags Within 3 Days (72 hours) after Delivery (We don't consider wear and minor stain due to regular use or aging as damage).

    You should send the item(s) to us within 7 days upon approval; if a return arrives late, 20% restocking fee will be withheld.

    You are responsible for return shipping cost.
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    Order Cancellation Policy

    Cancellation request for all orders should be made promptly* during the business hour (9 to 5 US Pacific Time) from the time order placed (*regardless, processed order in line for shipment or Shipped orders cannot be cancelled.) 
    IMPORTANT: 
    1) All face masks and replacement filter orders are final, so once you placed dust masks and/or replacement filter orders, they cannot be cancelled after completion of the orders. 2) Dust mask and/or replacement filter orders cannot be cancelled due to delay of delivery, caused by high demand of masks during any virus outbreaks.

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    REFUND POLICY

    All returns are refunded via STORE CREDIT and reserved for future purchase (Amount will be automatically deducted at checkout and remaining balance, if any, will be kept as store credit.).

    Refund Policy: Delay of Delivery 

    Once your items have been shipped and are in transit, it is the logistics companies' and shipping carriers' responsibility to deliver your packages to your shipping address. So we are not obliged to issue a refund for delivery delay.

    Also delays in delivery caused by external factors beyond our control, such as Customs issues, the pandemic issues should not be considered as the reason for the request of refund, either.

    Refund Policy: Lost or Stolen Package 

    If the tracking says that the package was delivered and the buyer states that it was not received, we are no longer liable for the lost or stolen package. Buyers should contact the final shipping carrier and/or file a proper claim for loss.

    Return/Refund Initiation Process:

    • If you are illegible to return your products, please visit our return center and follow the instruction at http://returns.creamtoe.com/
    • Original Shipping Fee and Shipping Charges on Returns are Non-Refundable, if any.
    • You are responsible for return shipping cost.

    Policy summary above overwrites full description below.

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    Full Description of the Return/Refund Policy

    Returns

    Our policy lasts 14 days for all good sold at our store and 3 days for pre-owned designer bags, and 2 days for party dresses in the party, bandage, evening, and long dress collections on our store (If 14 days or 3 days have passed since completion of delivery, unfortunately, we cannot offer you any form of refund or exchange.

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    If you want to return your products within this time frame, please visit our return center and follow the instruction at http://returns.creamtoe.com/

    You should Send the Return Item(s) to us Within 7 Days, for All Approved Return Items.
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    You are responsible for return shipping cost. Original Shipping costs are non-refundable.

    Required Condition of the Item
    To be eligible for a return, your item must be unused, unworn, unwashed, unstained, and undamaged items and in the same condition that you received it. It must also be in the original packaging.

    Proof of Purchase
    To complete your return, we require a receipt or proof of purchase such as an Order Confirmation email from us or our approval upon request.
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    Non-Returnable Items:
    Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

    The Following Categories of Return Items are Non-Returnable:

    • HEALTH and PERSONAL/BODY CARE Items: including All Hygiene, Infection, Any Body Part and Skin Care Products and Disease Related Items such as protective face masks, coverings, and filters
    • BEAUTY PRODUCTS (e.g. cosmetics) and FASHION ACCESSORIES
    • SWIMWEAR/Beachwear: any types
    • Party Dresses: All types
    • UNDERWEAR and UNDERGARMENTS (including Bodysuits, Socks, Leg Warmers, Stockings) 
    • INTIMATES/LINGERIE: Including Pantyhose, Body Shapers, Girdles, Body Stockings and TIGHTS, and etc.
    • JEWELRY: all fashion jewelry and related accessories
    • KITCHEN, BAR, AND DRINKWARE: used, for example, for processing food
    • PRE-OWNED DESIGNER BAGS

    Shoe Return Policy

    We accept shoe returns up to 14 days after delivery of your order so long as the shoes are unworn, show no signs of wear, and bad odor and are returned in their original packaging.

    Additional non-returnable items:
    Gift cards & eGift Cards

    Returned to Sender & Refused Packages

    This can happen if 1) an address is invalid or missing information 2) the carrier is unable to deliver your package 3) the order is refused by the customer at the time of delivery. Returned to sender or refused packages will be restocked and you will be issued store credit minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.

    Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Creamtoe B&R does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

    Reserved Rights Regarding Returns

    Creamtoe B&R reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

    • An irregular or excessive returns history indicative of “wardrobing;”
    • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
    • Potential fraudulent or criminal activity.

    Similarly, Creamtoe B&R reserves the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.

    Non-Creamtoe B&R items sent to our Distribution Center will be discarded upon receipt.

    Wardrobing & Excessive Returns

    Our Customer Protection Team handles situations in which a #FrequentReturn return history may be indicative of fraudulent activity or wardrobing. In these situations, the Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a #FrequentReturn, we must ensure the safety, welfare, and comfort of all #FrequentReturn across the globe.

    Shoe Return Policy

    We accept shoe returns up to 14 days after delivery of your order so long as the shoes are unworn, show no signs of wear, and bad odor and are returned in their original packaging.

    Note: Shoe returns are subject to all standard returns policies and procedures.

    Refunds (if applicable)
    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and refunded via store credit for future use at our store.*

    Late or missing store credit (if applicable)
    If you haven’t received store credit, please contact us at support@creamtoe.com.
    (* Checkouts will automatically use available Store-Credit during checkout.)

    Sale items (if applicable)
    Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

    Exchanges

    We are unable to accommodate exchanges by mail. Instead, we welcome you to return your item(s) in accordance with our Easy Returns policy and repurchase the item(s) in your desired size or style once your store credit is issued.

    Damaged Items

    Should you receive a damaged item, please take photos of the item which clearly displays the damage and upload the pictures along with a description of the damaged item with your Order Number at our online return center by following the steps to request for return.

    Defective, Incorrect, or Missing Items

    Take the same steps above for "Damaged Items" for defective or incorrect items.
    Send an email to us for missing items at support@creamtoe.com

    Gifts
    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

    Shipping

    To return your product, you should mail your product to directed return center's address provided after your return request has been approved.

    You are responsible for return shipping cost. Original Shipping costs are non-refundable.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

    Use a traceable shipping service and provide us the tracking number after shipping return item(s).

    You should Send the Item(s) to us Within 7 Days upon approval; if a return arrives late, 20% restocking fee will be withheld.

    Order Cancellation Policy (for Both Retail and Wholesale Orders)

    Cancellation request for all orders should be made promptly* during the business hour (9 to 5 US Pacific Time) from the time order placed (*regardless, processed order in line for shipment or Shipped orders cannot be cancelled.) 
    IMPORTANT: 
    1) All face masks and replacement filter orders are final, so once you placed dust masks and/or replacement filter orders, they cannot be cancelled after completion of the orders. 2) Dust mask and/or replacement filter orders cannot be cancelled due to delay of delivery, caused by high demand of masks during any virus outbreaks.

    Delay of Delivery Refund Policy

    Once your items have been shipped and are in transit, it is the logistics companies' and shipping carriers' responsibility to deliver your packages to your shipping address.

    Lost or Stolen Package Refund Policy

    If the tracking says that the package was delivered and the buyer states that it was not received, we are no longer liable for the lost or stolen package.

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