Refund policy


We want you to love your Crustly bag. If something's not right, we're here to help, please read through the details below so we can resolve things as quickly as possible.

30-Day Return Window

You may return your product within 30 days of receiving it. If your order is delayed in transit, the 30-day window is counted from the date your order leaves our warehouse, with delivery to the US taking up to 45 days in delayed cases.

Shipping Delays

If a package arrives at your local post office but is held up due to an incomplete address, a missed pickup, or a missing apartment/unit number. In these cases, it's often fastest to contact your local post office directly or pick up the package yourself, rather than waiting for it to be re-delivered.

If Your Tracking Shows "Delivered" But You Haven't Received It

If tracking shows your order as delivered but you haven't received it, we will do everything we can to investigate with our shipping partners. Please note this process can take 1-2 months, and unfortunately we cannot guarantee a specific outcome. If tracking confirms delivery, we are unable to issue a refund or reshipment — but we're happy to help you gather the right documentation:

  • If you believe the package was never delivered despite what tracking shows, we'll ask you to obtain a written, officially stamped non-delivery statement from your local post office. This significantly strengthens your case and helps us push for a resolution on your behalf.

Understanding Tracking Warnings

Sometimes tracking shows a warning message. Common reasons include:

  • Incorrect or incomplete address
  • Invalid phone/contact number
  • Unknown recipient
  • Delivery refused
  • Not picked up in time
  • No safe location to leave the package
  • Customs clearance issue
  • Other courier-specific issues

Local couriers typically attempt delivery 1-3 times depending on the situation. If a package isn't collected within that window, it's returned to the local post office for holding, and it becomes the recipient's responsibility to pick it up. If it remains unclaimed, it will eventually be sent back to our logistics partner. We're not able to take responsibility for packages lost during a return shipment back to us, so if you receive a delivery attempt notice, we strongly recommend picking up your package as soon as possible.

Damaged Packages

  • Severely damaged on arrival: we'll offer a full refund or a replacement product.
  • Partially damaged (excluding minor cosmetic issues like loose threads, light creasing, or small surface marks): we'll offer a partial refund or a replacement.

A quick tip: for fragile or delicate items, we always recommend requesting a refund rather than a replacement, as reshipping can carry the same transit risks.

Incorrect or Missing Items

We take quality control seriously before every order ships. If something still isn't right, here's how we'll handle it:

  • Wrong product received: full refund or replacement.
  • Wrong color or size (where it doesn't affect the product's use): refund or replacement, once you share a screenshot of the issue along with your name, order details, and the date.
  • Missing parts that don't affect the product's function: partial refund, or we'll ship the missing part.
  • Missing parts that do affect the product's function: we'll ship a full replacement.
  • Missing accessories: we'll ship these out to you.

Sizing concerns: if you're unsure about the size or fit, we're happy to help — just measure the product using a standard measuring method and send us a photo of the measurement. Our team will review it and get back to you quickly.

Order Cancellations

If you'd like to cancel your order, we can offer a full refund as long as the order hasn't yet been processed by our warehouse. Once processing has started, we're no longer able to cancel or modify the order — so if you need to make a change, please reach out as soon as possible after placing it.

Need Help?

We know these situations can be frustrating, and we're committed to making it right wherever we reasonably can. Reach out to us at info@shopcrustly.com with your order number and a short description of the issue, and we'll get back to you as quickly as we can.