Refund policy

Return & Refund Policy

At Crystal & Tobi, we want you to love your purchase. If something isn't quite right, we've made returning it easy. Just follow the steps below.

Return Window: 30 Days

You have 30 days from the date of delivery to request a return.

An item qualifies for a return only if it meets all of these conditions:

It has not been worn
It has not been washed
It is still in its original packaging
All original tags are attached, where applicable

Please note that items that show signs of wear, washing, alteration, or damage that occurred after delivery, or that otherwise cannot be resold in their original condition, may be ineligible for a refund.

Free Returns

Approved returns come with free return shipping at no cost to you. After your request is approved, we'll email you a prepaid shipping label along with return instructions.

To keep things moving smoothly, please use the prepaid label we provide and follow the instructions given by our support team.

Starting a Return

To begin a return, email us at support@crystalandtobi.com or submit a request through our Contact page.

Be sure to include your order details and specify which items you'd like to return. This helps our team assist you more quickly.

Our support team is available Monday through Friday, 9:00 AM to 5:00 PM ET. Most messages receive a response within 12 to 24 hours.

Where to Send Your Return

Please mail returns only to an address that Crystal & Tobi has provided or confirmed during the return process. Once your return is authorized, we'll send you the correct return address along with your prepaid label.

How Refunds Are Processed

When your return arrives at our warehouse, we'll inspect it to verify that it meets the eligibility requirements listed above.

For approved items, refunds are typically issued within about 5 to 7 business days after we receive the return at our warehouse, credited back to your original payment method.

Please keep in mind that once we've released the refund, your bank, card issuer, or payment provider may take additional time to post the funds to your account. That timing is determined by them and is beyond our control.

Exchanges

Exchanges can be arranged by contacting our support team within the 30 day return window. Depending on the item and current stock availability, we'll guide you through the available options.

Please note that exchange availability depends on inventory levels and cannot be guaranteed.

Damaged, Defective, or Incorrect Items

We encourage you to inspect your order as soon as it arrives. If an item arrives damaged or defective, or if you received the wrong item, please let us know as soon as possible so we can look into it and work out the best solution.

When reaching out, include your order information and a description of the problem. We may ask for photos or other reasonable details to help us assess the situation.

Cancellations and Order Changes

If you'd like to cancel or change an order, please contact us as soon as you can. Once order processing has begun, we may no longer be able to accommodate cancellations or modifications. Orders that have already been processed or shipped can instead be returned after delivery, subject to the eligibility terms in this policy.