Refund Policy

Refund policy

Once an order has been placed, it cannot be modified or cancelled as all orders are personalized. If you have any questions or errors with your order, please contact us directly at contact@crealynes.com.

Returns, exchanges and cancellations

  • As our artists begin work on your order as soon as it is placed, it is not possible to issue a full refund even if it has not been produced. If you require a refund, we can offer a partial refund where EGP 1500 (digital design price) will be deducted from the total refund as the work has already been completed. Please note that the “first in line” surcharge is non-refundable.
  • If your order has been produced, no refund is possible.
  • If your order includes a digital product and was delivered to you by e-mail, it is not possible to issue a refund for this product.
  • If, for any reason, you would like us to draw a new design from another photo, we will charge you EGP 750 per new photo, as we will be starting the design from scratch.

 

Damaged products

 

  • For all products that arrive damaged, we send a replacement product, no questions asked. All you need to do is send us photos of the damaged parts.
  • Please note that our refund policy is 30 days. If 30 days have passed since your product was delivered, we cannot offer you a refund or exchange, even if your product is damaged.

 

Didn't receive an e-mail from us after your purchase?

 

  • Please make sure that the e-mail address on your order is correct and valid, as you need to approve your model before we can start production of your order.
  • If you haven't received an e-mail after 7 working days following your purchase, please contact us and check your spam folder. If you do not receive a reply within 48 working hours, it is likely that the e-mails have been resent. Please contact us using another e-mail address so that we can send you the digital proof.

 

Further information

 

  • We cannot guarantee delivery dates and accept no responsibility, other than to inform you of any known delays, for products that are delivered after the estimated delivery date. The delivery times indicated on the website are only an average estimate, and some deliveries may take longer, or on the contrary be delivered much more quickly.
  • We carry out online proofing and offer an unlimited number of revisions before dispatch.