Returns & Refunds

📋 When you can request a return or refund

Faulty, damaged or wrong item: your mask arrived faulty, damaged, not as described, or you received the wrong mood
Order didn't arrive
Change of mind: you can return an unused, unworn and unwashed item in its original condition and packaging within 30 days of delivery

Nothing in this policy limits your rights under applicable consumer protection laws.

✉️ Step 1: Email us your return request

Email credviagroup@gmail.com within 30 days of delivery, with the subject line:

Return Request - Order #[your order number]

Example: Return Request - Order #1001

Please include all of the following so we can process your request without delay:

Order number: you'll find this in your order confirmation email.
The email address used for the order
Your full name
Mood(s) you are returning: e.g. "Happy", "Angry" or "Goofy"
Quantity you want to return
Reason for the return: faulty, damaged on arrival, wrong item, order not delivered, or change of mind
A short description of the problem (if any)
Photos of the item: required if it's faulty or damaged, and helps us process your request faster in every case

Please send one email per order. We'll review your request and reply within 2 business days.

✅ Step 2: If we approve your request

We'll email you the return address and an authorization slip, plus a request for your payment details (PayPal email or US bank account details) so we can reimburse your postage later.

Before you pack the parcel, take clear photos of the item and the packed parcel. You'll send these in Step 3.
Place the authorization slip inside the parcel.
Pack the item securely so it isn't damaged in transit.
You can use any carrier you like. We recommend a tracked service.

📦 Step 3: Send us your proof of postage

Once you've posted the parcel, reply to the same email thread with:

The carrier name and tracking number
The receipt from the carrier (photo or PDF) showing what you paid
The photos you took before posting

🔍 Step 4: Inspection and refund

Once your parcel arrives and is inspected, we email you the outcome:

Item returned unused and unworn, in its original condition and packaging (or faulty/damaged/wrong item confirmed): the item price is refunded to your original payment method within 5 business days of inspection. Your bank may take a few extra days to show it.
Item worn, washed or damaged after delivery (change-of-mind returns): we refund the item price minus a reasonable deduction for its condition. We'll always email you first with photos and the amount.
Parcel doesn't contain the item we sent: we can't issue a refund, and we'll email you first to explain.
These rules only apply to change-of-mind returns. They never affect your rights for a faulty item, a damaged arrival, or the wrong item.

💸 Return postage reimbursement

Where a full or partial refund is issued, we also reimburse your return postage by PayPal or bank transfer, using the receipt from Step 3. Postage reimbursements are processed within 10 business days of receiving your receipt. Where a refund is not issued, postage is not reimbursed.

Returns & refunds