Shipment , return and refund FAQs

How does delivery happen ? - Purchases are delivered in an brown box tied with a CRATLY Logo on it, with the exception of certain items, cost will calculated at time of checkout, usually it is processed to shipment with in 1-3 days, and reach in destination with in 5 days or before of the order.

Can i cancel the order ? We accept order cancellation only if the order has not been dispatched yet. If you still wish to cancel your order, a 2 way shipping fee will be charged. Please email us on hello@cratly.com for any cancellations.

When Can I Return my Order? You can return the products if -

1) If the product reaches you in a condition which renders it unfit for use, beyond expiry date etc., we urge you to contact us within 24 hours from delivery. We will analyze the issue through photographs or at our warehouse, as the situation demands, and upon finding that the product has reached you in a condition as stated above, initiate a refund within 48 hours.

2) We do not accept ‘Does not look good’, ' I did not like it' as a factor for returning the product, as we acknowledge and understand that everyone may not have the same/similar taste preferences

3) In case of packed products, we will only accept refunds in the case that products has reached beyond the date of expiry, or leakage, spilling or damage and similar reasons. No Other reason will be accepted.

4) The final and binding decision for whether the product is eligible for refund, on a case by case basis, lies with Cratly online services pvt ltd. only.

5) All custom order are non returnable, request you to be careful while purchasing.

How are refunds processed? Refund will be initiated within 2 days of acknowledgement of an issue. It will be processed to the original payment source except COD. In case of COD, our team will contact you for your bank account details in which the amount can be credited.

What is eligibility of free return? Free return is applicable when - a) wrong product delivery b) size / volume issue c) Damaged by courier d) partial lost of shipment e) Sample items are not returnable f) Scrap & Custom items are not returnable