退款政策

Last updated: October 2, 2026

Every Crinklet piece is made by hand in small batches, and we check and photograph each order before it is packed. If something is genuinely wrong with your order, we will make it right.

Cracks in the coating are not damage

Crinklet pieces are made to crack. The crunchy coating is designed to split, flake and shed when the piece is pressed, and a little cracking can happen from normal handling in transit. Cracked or flaking coating is how the product is meant to work and is not considered damage or a defect.

What counts as damaged or wrong

• a piece that is torn open, leaking, or crushed out of shape;
• a piece that is missing from your order;
• a different item from the one you ordered.

How to report a problem

Email support@crinklet.com within 48 hours of delivery (based on the carrier's delivery scan) with:

• your order number;
• a photo of the outer box with the shipping label visible;
• clear photos of the affected piece(s) next to the packaging they came in.

We strongly recommend recording a short video while opening your package. It is the fastest way for us to approve a claim. Claims sent after 48 hours, or without photos, may not be eligible.

We review every claim against the photos we take of each order before it ships.

What we do for an approved claim

We will send a free replacement for the affected piece(s) only. If that item is out of stock, we will refund the price of the affected piece(s) to your original payment method. You do not need to send anything back, and we do not issue return shipping labels.

We may decline a claim if the photos do not show damage as described above, or if an account has made repeated claims.

Change-of-mind returns

Because our pieces are handmade and made to be squeezed, we accept change-of-mind returns only for items that are unopened and still in their original packaging, within 14 days of delivery. Opened, squeezed or cracked pieces cannot be returned.

To start a return, email support@crinklet.com with your order number first; we will reply with our return address. Items sent back without contacting us will not be accepted. Return shipping is paid by the customer, is not refundable, and should be tracked, as we cannot refund a return that does not reach us.

Once the return arrives and we confirm it is unopened, we refund the item price to your original payment method within 5 business days. Original shipping charges are not refunded.

Final-sale items

The following cannot be returned, but are still covered if they arrive damaged or wrong as described above:

• mystery bags and surprise items;
• items bought on clearance or marked as final sale;
• gift cards.

Cancellations

You can cancel an order for a full refund until it has shipped. Email support@crinklet.com as soon as possible with your order number. Once an order has shipped, it follows the rules above.

Lost or stolen packages

If tracking has not updated for more than 7 business days, email us and we will open a claim with the carrier. If tracking shows your order as delivered but you cannot find it, check with neighbours and your local post office, then contact us within 7 days. Crinklet is not responsible for packages lost or stolen after the carrier confirms delivery to the address entered at checkout.

Refund timing

Approved refunds are issued within 5 business days. Depending on your bank or card issuer, it can take a few more days to appear. If you have not received it 10 business days after we confirmed it, contact your bank first, then email us.

Questions

Email support@crinklet.com and we will get back to you within 1 to 2 business days.