Refund policy
14-day returns
You may cancel your purchase of standard, non-personalised products without giving a reason by notifying us within 14 calendar days after delivery.
For an order containing multiple items delivered separately, this period starts the day after you receive the last item.
We offer this policy to customers worldwide. It does not limit any additional rights available under applicable consumer law.
How to request a return
Email croctown.shop@gmail.com with your order number and a clear statement that you wish to cancel your purchase.
We will provide return instructions and the appropriate return address. Please do not send products to Printify or to the address on the parcel without contacting us first.
You must send the goods back within 14 calendar days after notifying us of your cancellation. Your right to cancel does not depend on our approval.
Item condition
You may inspect and try on an item as you would in a shop.
Please return items with their accessories and, where possible, their original packaging. We may deduct an amount for any loss in value caused by handling beyond what is necessary to establish the item’s nature, characteristics, and functioning.
Missing original packaging does not automatically remove your right to cancel.
Return shipping costs
You are responsible for the direct cost of returning an item when you change your mind, including when you choose the wrong size or colour.
For faulty, damaged, or incorrectly supplied goods, we will cover any necessary return costs as required by applicable law.
Refunds
We will refund you without undue delay and no later than 14 calendar days after receiving your cancellation notice.
We may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever happens first.
If you cancel your entire order, we will also refund the original delivery charge up to the cost of the least expensive standard delivery option we offered. Additional charges for an upgraded delivery service are not refundable.
Refunds will be made to your original payment method unless you expressly agree otherwise, without a refund fee. Your payment provider may need additional time to display the refund.
Exchanges
We do not offer direct exchanges. To change a size, colour, or design, please request a return under this policy and place a separate order for the replacement item.
This does not affect your right to a replacement where goods are faulty or incorrectly supplied.
Damaged, defective, or incorrect items
If your item arrives damaged, has a manufacturing defect, or differs from what you ordered, contact croctown.shop@gmail.com as soon as possible.
Please include your order number, a description of the problem, and photographs where possible. Reporting delivery damage or manufacturing errors within 30 calendar days helps us resolve the issue promptly with our fulfilment partner.
This 30-day request does not shorten your statutory rights or make photographs a condition of exercising those rights.
We will arrange the appropriate remedy under applicable law, which may include repair, replacement, a price reduction, or a refund. EU consumers have a minimum two-year legal guarantee for goods that are faulty or not as described.
Personalised products
If we offer products made to your individual specifications or clearly personalised for you, those products may be excluded from change-of-mind cancellation where permitted by law. Any such exclusion will be explained before purchase.
Our standard Croc Town designs are not treated as personalised solely because they are printed after you place an order.
Your rights concerning faulty or incorrectly supplied goods still apply to personalised products.
Cancelling before dispatch
Please contact us immediately if you wish to cancel an order before dispatch. We will check its production status and explain the available options.
Production starting does not, by itself, remove your cancellation rights for standard, non-personalised products.
Optional cancellation form
You may use the form below, but it is not required.
To: Croc Town customer service
Email: croctown.shop@gmail.com
I hereby give notice that I cancel my contract for the purchase of the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Signature, only if this form is submitted on paper:
Contact
For returns, refunds, or product issues, please email: