Refund & Return Policy

Refund & Return Policy

Last Updated: November 30, 2025

At Crocelle, we stand behind the exquisite quality of our craftsmanship and the provenance of our materials. We understand that buying a luxury item online requires trust. Our return policy is designed to offer you peace of mind while protecting the integrity of our delicate exotic leathers.

1. The 7-Day Inspection Period

We offer a 7-day inspection period for all Ready-to-Wear items.

You have 7 calendar days from the date the carrier marks your package as "Delivered" to request a return or exchange. If 7 days have gone by since your delivery, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns (Strict Conditions)

To be eligible for a return, your item must meet the strict condition requirements below. Crocelle reserves the right to refuse any return that does not meet these criteria:

  • The Security Tag Must Be Intact: Every Crocelle handbag is dispatched with a disposable security tag attached. Do NOT remove this tag until you are 100% sure you are keeping the bag. If the security tag is removed, cut, or tampered with, the item is considered "used" and is strictly non-returnable.
  • Condition: The item must be unused, unworn, and in the exact same condition that you received it. There must be no scratches, marks, or signs of wear on the leather or hardware.
  • Packaging: The item must be returned in its original packaging, including the dust bag, magnetic box, and protective fillers.
  • Documentation: All included documents, specifically the CITES Certificate and authenticity cards, must be included in the return package.

3. Non-Returnable Items

The following items are Final Sale and cannot be returned or exchanged:

  • Bespoke / Made-to-Order Items: Items that were custom-made to your specifications.
  • Personalized Items: Any item that has been heat-stamped with your initials or name.
  • Gift Cards.

4. Return Process & Address

To initiate a return, please email our concierge team at crocellevip@gmail.com within the 7-day window. Once your request is approved, we will provide you with a Return Merchandise Authorization (RMA) number.

Please ship returns to the following address ONLY after receiving your RMA number:

Crocelle Returns Center

Avenida Doutor Mario Soares,
FIT Center of Macau, 15 Andar A-K,
Macau

Note: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We strongly recommend using a trackable shipping service (DHL/FedEx) and purchasing shipping insurance.

5. Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

  • Approved: Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
  • Rejected: If the item is found to be worn, damaged, or the security tag is removed, the return will be rejected and shipped back to you at your expense.

Need Assistance?

We are here to help. If you have any questions regarding our policy or care instructions, please contact us:

Email: crocellevip@gmail.com
Phone: (307)-533-3390