Snowflake Christmas tree ornament

At Cremlyn, we want you to love every purchase. If you are not completely satisfied with your order, we’re here to help.

Shipping Information

Order Tracking

Once your order ships, you will receive a shipping confirmation email with tracking information. You may track your order using the provided tracking number through your local carrier or universal tracking websites.

Alternatively, you can contact our customer service team at support@cremlyn.com to get the latest status of your package.

Returns

How Do I Return an Item?

If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order.

To start a return request, please contact us at: support@cremlyn.com

Please include:

• Your order number
• Reason for return
• Photos or videos if the item is damaged or defective

Our support team will review your request and provide return instructions if approved.

Return Conditions

To be eligible for a return:

• Brand-new and lightly used items
• Unused, opened, or lightly used items (provided they remain in a resalable condition)

We reserve the right to refuse returns that do not meet these conditions.

Damaged, Defective, or Incorrect Items

If you received a damaged, defective, or incorrect item, please contact us within 30 days of delivery.

Please provide:

• Order number
• Proof of purchase
• Photos or videos of the issue
• Your shipping address
• Contact phone number

In some cases, we may request additional photos or videos to verify the issue before approving a replacement or refund.

Our Free Return Process

We cover return shipping costs in all cases – no questions asked.

Step 1: Start Your Return

Contact us at support@cremlyn.com within 30 days of delivery with:

• Order number
• Proof of purchase
• Photos or videos of the issue
• Your shipping address
• Contact phone number

Step 2: We'll Send Everything You Need

Within 24 hours, you'll receive:

• Return authorization
• Designated return address
• Prepaid shipping label - always included

Refunds

How Long Does the Return Process Take?

Once we have received and inspected your returned items, it will take 3 days to process the refund.

We will notify you by email once your return or refund has been processed.

How Do I Receive a Refund?

Refunds will be issued to your original payment method.

If you do not receive your refund in a timely manner, or are concerned about the whereabouts of the funds, please contact your bank or credit card provider.

Order Changes & Cancellations

If you need to modify or cancel your order, please contact us as soon as possible at: support@cremlyn.com

Please include your order number and requested changes.

Orders that have already been processed, packed, or shipped may not be canceled.

Approved cancellations may be subject to payment processing or restocking fees where permitted by applicable law.

Contact Us

If you have any questions regarding our Return & Refund Policy, please contact us:

• Company Name: Hefei Zhengga E-commerce Co., Ltd.
  
• Unified Social Credit Code: 91340102MA8PKG9H3Y
• Address: Room 1306, Jingtai Building, Intersection of Dangtu Road and Linquan Road, Yaohai District, Hefei City, Anhui Province, China
• Postal Code: 230011
• Phone: +86 191 2953 7039
• Email: support@cremlyn.com

Monday – Friday: 9:30 AM – 6:30 PM (Eastern Standard Time)

We strive to respond to all inquiries within 12-24 hours during business days.