CORONAVIRUS CUSTOMER NOTICE
We are committed to serving you with the ultimate respect on bycrescence.com. In order to make your shopping experience as worry-free as possible, we would like you to know that:
- We are currently offering free UK standard delivery for individual products ordered online, you can choose between home or a delivery address that best works for you.
- We have additional health and safety measures in place to protect our logistics team. Safety is our priority, so your delivery might take longer.
- Our couriers have adapted their process and are offering contactless deliveries, with no need to sign for parcels and the use of safe place locations.
- We are doing everything we can to process returns as soon as possible. With our additional health & safety measures and increased demand, this might take a little longer than usual. We aim to refund all online orders within 14 days of you returning the items.
HOW DO I RETURN?
You can return or exchange unwanted items within 28 days after purchase. Items must:
- Be unused and in their original condition (including all labels and tags intact)
- Have proof of purchase such as e-receipt or delivery note
All our parcels contain a return form to use when you send items back. Fill in the return form using the code that best explains the reason for your return, and place this, together with the item(s) you wish to return in the parcel.
You can return more than one order or parcel at once, providing that you include all relevant return notes in the parcel.
Return item(s) by post or via a selected carrier of your choice as tracked delivery to the address below. Please note that this will be at your own cost.
BY CRESCENCE LTD
16 Ash Court, 56 Worple Road
London, SW 19 4EY
Lastly, we need to know your return package’s tracking number in order to process your refund. Please send an email to [email protected] with the:
- Tracking number
- Name of the carrier
- Date you shipped the item
INTERNATIONAL DELIVERIES AND RETURNS
VAT AND DUTIES
Please note that the value of goods ordered is inclusive of VAT where applicable and we cannot refund any VAT charges.
Products delivered to destinations outside the EU as we expand our international deliveries in the future might be subject to import taxes, fees, levies or other charges which are the sole responsibility of the purchaser, or the recipient of the purchase if different.
It is your responsibility as purchaser and importer that any products ordered comply with local import regulations and that there are no restrictions which may affect receipt of your order.
We strongly recommend that purchasers and recipients establish the likely charges applicable in the country of destination before placing an order.
If an item you have purchased is unsatisfactory, you can return it within 28 days of receipt for refund of the cost of your goods, following the instructions enclosed with your order. Please use our warehouse return address mentioned above.
The goods are sent to us at your own cost and risk and we therefore recommend you choose a registered or trackable postal service and as above please send an email to [email protected] with the:
- Tracking number
- Name of the carrier
- Date you shipped the item
We are not liable for returned goods which are not received. Items must be returned in perfect condition.
In the event that the goods you receive are faulty or not as ordered, please email [email protected] to arrange replacement or reimbursement.
WHEN WILL I RECEIVE MY REFUND?
Your balance will be refunded within 14 days after you returned the items.
Your refund will be payable with the same payment method you chose for purchase. If you have paid by credit or debit card, we will refund the balance to the card originally used. If you have paid with PayPal, we will refund the balance to your PayPal account. PayPal customers, we are not able to offer exchanges.
Visit My Account to check the status of your returns and the amount owed to you.
If your exchange exceeds the amount of the return items, you will need to pay the difference. If your exchange amounts to less than the return items, you will receive a refund back to the original payment method for the difference.
HOW WILL I BE INFORMED THAT MY RETURN HAS BEEN PROCESSED
Once we have received your return shipment in our warehouse, we will send you a notice of cancellation via email, confirming receipt of the parcel.
We will provide a refund using the same method used to make the payment within 14 days of receiving your notice of cancellation, provided we have received the item or evidence of you having sent back the item.
I HAVE LOST MY RETURN FORM, WHAT SHOULD I DO?
If you have lost your Return Form, please email [email protected] to request a return form to be emailed to you.
RIGHT OF WITHDRAWAL
You always have the right to withdraw from your order within 14 days, without giving any reason. The withdrawal period is counted from the day of the delivery of the last good(s) in your order. The easiest way to exercise your right of withdrawal is to simply fill in the return form attached in your parcel and return the goods to us, using postal service or the carrier of your choice as tracked delivery. You will find the instructions on how to do this on the delivery note in your parcel.
However, to meet the withdrawal deadline, it is sufficient for you to let us know about your decision to withdraw from your order, before the withdrawal period has expired. For questions regarding withdrawal, please contact [email protected]
Effects of withdrawal:
We will refund all payments received from you, including the costs of our standard delivery option, without undue delay and in any event no later than 14 days from the day on which we are informed about your decision to withdraw. We will use the same means of payment that you used to pay for your order. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event no later than 28 days from the day on which you received your item(s).
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
INTERNATIONAL ORDER CANCELLATIONS
An EU customer has the right to cancel an order provided that you notify us in writing no later than 14 working days after the day on which you receive the goods.
This legal right does not apply to non-EU customers. In both cases customers should follow the International Returns process for reimbursement.