Returns & Exchange

We hope you love what you've ordered! But just in case you're not satisfied, we've made the return process super easy.(Non-quality problems are non-returnable and non-exchangeable)

We only accept returns for US orders for the time being.

The return time

If you need to return or replace the goods, you must submit all return requests within 30 days of your package being delivered.

Returns Policy

We offer FREE returns on unworn or defective garments from all US orders.

* Returns are currently accepted for US orders.

* Please note that the original shipping fee (if any) is non-refundable.

* For health and safety reasons, all bottoms cannot be returned or exchanged.

* Gift cards cannot be returned or exchanged.

* Items marked as “final sale” cannot be returned or exchanged.

* We only accept returns and exchanges due to quality problems.

Conditions of return and exchange

  1. Please make sure the item(s) must be in the same condition that you received it/them, unworn or unused, with tags, and in its original packaging.
  2. Clothing that has been in contact with perfume, smoke and deodorant will not be returned or exchanged.
  3. We do not accept returned items that have not been submitted and approved first. Please do not return your item(s) to the address marked on the parcel your received.

Refund Policy

Any refund will be credited back to the card used to pay for the original order. If your card has expired since you placed the order, please get in touch and let us know your new expiry date so we can process this.  You’ll receive an email when your refund is in progress. We will process the refund within two weeks.

Exchange

We don’t offer any exchange service once your order has been placed/fulfilled/delivered. However, you could contact our Customer Service:hello@cremesulingerie.com as soon as possible if your order hasn’t been shipped yet.

The return method

  1. First you need to contact customer service:hello@cremesulingerie.com for a refund request within 30 days of receiving the product, once the 30 days have passed, we will no longer accept your refund request.
  2. If it was our mistake that caused you to actually receive the wrong or damaged item（excluded minor dust or defects on the package）, we will provide a no-obligation refund. Please contact us and include a picture of your entire order, as well as the damaged/unqualified items and a brief description of the issue. In such an event, we prefer to remedy on a case-to-case basis to ensure the best customer service and overall satisfaction.
  3. We only accept returns and exchanges due to quality problems.
  4. As a result of hygiene, safety and cleanliness standards, all items must be new, unused, and in the same condition that you received it.
  5. Once your return has been approved, you will receive an email with instructions on how and where to send your return. Please read the email carefully, then print the return label and adhere it to the outside of the return parcel and drop off the package at the parcel shop. Your refund will be processed within 15 business days after we receive your return. Typically, it takes 3 to 5 business days for the receiving bank to credit the money to your account.

 

Important Notice:

  1. Please do not send your return to the address on your package. This is not the return address and will affect processing your return. The return email will include the return address or return label.
  2. If you receive a damaged/defective item, please contact CRÈME SU Customer Service within 24 hours of receipt.

The disclaimers

We reserve the right to refuse returns on items that do not meet our hygiene and health standards.