Refund policy

Refunds & Returns Policy

Last updated: October 9, 2026

At CrepsNGarmz, we want you to be satisfied with your purchase. Our clothing is produced on demand, which means items are made specifically for each order. For this reason, we have a limited returns policy, while remaining committed to addressing genuine product defects, damaged items, and fulfilment errors.

1. Returns and Exchanges

Because our products are made to order, we do not generally accept returns or exchanges for:

Change of mind after placing an order.
Selecting the wrong size or colour.
Ordering an item that does not meet your personal style preferences.
No longer wanting an item after production has begun.
Incorrect product selections made during checkout.

Please review the product description, size chart, colour options, and other product details carefully before placing your order.

If you are unsure about sizing, please contact us (crepsngarmzz@gmail.com) before purchasing, and we will do our best to assist you.

Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incorrectly printed, or different from the product you ordered, please contact us within 7 days of delivery.

To help us investigate and resolve the issue, please provide:

Your order number.
A clear description of the problem.
Clear photographs or videos showing the issue.
Photographs of the packaging, where relevant.

Please email these details to (crepsngarmzz@gmail.com), using the subject line “Return or Refund Request.”

We will review your request and work with our fulfilment partner to determine an appropriate resolution. Depending on the circumstances, this may include a replacement, refund, or another suitable remedy.

Please do not send an item back before receiving return instructions from us. Unauthorised returns may not be accepted.

3. Refund Eligibility

Refunds may be considered in the following circumstances:

The product arrives damaged or defective.
The product contains a printing or manufacturing error.
You receive an incorrect item.
Your order is confirmed lost in transit and cannot be satisfactorily resolved through the shipping provider or fulfilment partner.
A refund is otherwise required under applicable consumer protection law.

Each request will be reviewed individually. We may request additional information to verify the issue.

A refund or replacement is not guaranteed for every complaint, particularly where the issue results from incorrect information supplied at checkout, misuse, unauthorised alterations, or normal wear and tear, subject to applicable law.

4. Non-Returnable Items

Unless an item is defective, incorrectly produced, or otherwise eligible for a remedy under applicable law, we do not accept returns for made-to-order products simply because a customer changes their mind.

Certain products, including underwear, socks, swimwear, and other hygiene-sensitive items, may have additional return restrictions. These restrictions do not apply where a remedy is legally required.

5. Order Cancellations

Orders may enter production shortly after they are placed. We cannot guarantee that a cancellation or modification request will be accepted.

If you need to cancel or change an order, contact us (crepsngarmzz@gmail.com) as soon as possible with your order number. We will check whether the order can still be amended or cancelled.

Once production has started, cancellation may no longer be possible. This does not affect any cancellation or refund rights you may have under applicable law.

6. Return Shipping Costs

If a return is approved, we will provide instructions on how to proceed.

For eligible claims involving defective, damaged, or incorrectly fulfilled products, we will explain the available resolution and any applicable return shipping arrangements.

For other approved returns, shipping costs may be the customer's responsibility where permitted by law.

7. Refund Processing

Once a refund has been approved, it will generally be issued to the original payment method.

The time required for the funds to appear in your account depends on your payment provider and financial institution.

We will communicate the outcome of your request and any relevant next steps.

8. Lost or Missing Packages

If your order has not arrived within the estimated delivery timeframe, please contact us with your order number and tracking information.

We will review the shipment status and investigate with the relevant fulfilment or shipping provider.

If tracking shows that an order was delivered but you cannot locate it, please check your delivery area, household or building reception, and any available carrier delivery information. You may also need to contact the carrier directly.

Where a package is confirmed lost, we will assess the available resolution based on the circumstances, the supplier's terms, and applicable law.