Eligible fit returns and exchanges are welcome, including standard made-to-order pieces, subject to return conditions and inspection. Faulty items and statutory returns remain covered.
You may cancel within 24 hours of placing your order for a full refund. Email returns@creofleuratelier.com with your order number; the time you send your request counts, not when we reply.
After this window, contact us promptly. We will check the actual production status before confirming whether a change or cancellation is possible. Order confirmation alone does not mean production has begun. This does not limit any statutory cancellation right.
Standard catalogue pieces made after you order are not automatically final sale. We accept voluntary domestic returns for genuine fit issues, such as a piece being too small or too large, including when the size supplied is correct. Contact returns@creofleuratelier.com before sending it back. Eligible returns received within 14 calendar days of delivery qualify for a refund to the original payment method or store credit; eligible returns received on days 15-21 qualify for store credit. A size exchange may be requested within the same window, subject to availability and the new piece's production time. A change of preference alone is not a voluntary return reason. Genuinely personalised or individually altered pieces are excluded from this voluntary fit-return offer unless we agree otherwise; faulty-item and statutory rights remain unaffected.
The same voluntary domestic fit-return window applies to in-stock pieces. Try the garment on indoors with care; do not wear, wash, alter or damage it. Keep the tags attached and include its original packaging where reasonably available. After receipt, our team assesses each return individually against the stated reason, timing and condition, not an undisclosed standard. We will explain any decision to decline and offer a review. Return authorisation is not final acceptance, but a correctly supplied size alone is not grounds to reject a genuine fit issue. If our instructions are delayed, the affected window is extended by that delay. Exchanges carry no processing fee and domestic exchange delivery is complimentary; non-faulty return postage remains the customer's responsibility. Store credit is valid for 12 months, or longer where required by law. These voluntary conditions never remove faulty-item or statutory remedies.
If your piece arrives damaged, faulty, incorrect or materially different from its description, email returns@creofleuratelier.com. We will help resolve it.
For a confirmed faulty, damaged or incorrectly supplied piece, you may choose a replacement or a full refund to your original payment method. A repair or store credit is available only if you agree; store credit is never required instead of a refund you are entitled to. Any additional remedies required by law remain available.
Please inspect your piece on arrival and tell us about a fault as soon as possible, ideally within 14 days. This is a request for prompt reporting, not a deadline that removes your rights or excludes a fault discovered later.
For delivery damage, contact us as soon as possible, ideally within 48 hours. Photograph the piece and packaging if possible, and keep them while we investigate. A later report does not automatically invalidate your claim.
If your parcel is overdue or tracking shows delivered but it has not arrived, contact us with your order number. We will investigate with the carrier. If it is confirmed lost before delivery, you may choose a replacement or a full refund. Carrier enquiries do not override your statutory remedies. Please tell us promptly about an incorrect delivery address so we can explore the available options.
Include your order number or other proof of purchase, a description of the issue, and your preferred resolution. If possible, attach a full view, a close-up of the issue and the label or packaging. If you cannot provide photographs, contact us for help; photographs are not a condition of your statutory rights.
Contact Creo before sending a piece back so we can provide the correct return address and instructions. Do not send it directly to our manufacturing partner or the address on the parcel without our instructions. Keep proof of posting and use a tracked service. A return-authorisation request must not delay or prevent a valid statutory cancellation.
For a confirmed faulty, damaged or incorrect piece, Creo covers reasonable return-shipping costs. We will arrange a label or agree reimbursement before you post it. For a voluntary fit return or statutory withdrawal of a non-faulty item, you pay the direct return cost unless we agree otherwise or law requires us to pay. Original packaging is helpful for faulty items but is not required to exercise statutory rights.
Eligible refunds are processed to the original payment method within 5-7 business days after approval, or receipt of a required return, subject to any shorter legal deadline. Your bank may take additional time to display the credit. Exchanges and store credit are processed within 3-5 business days of receiving an eligible return. We explain any lawful deduction before processing it. Supplier cancellation charges are not automatically deducted from your refund.
Where UK or EU consumer withdrawal rules apply, non-personalised online purchases can be cancelled without giving a reason within 14 days after delivery, with another 14 days to send the goods back after notifying us. The exception is for goods genuinely made to your individual specifications or clearly personalised, not simply made after you order from our standard catalogue. You may inspect or try on a piece as you would in a shop; handling beyond that may result in a lawful deduction for diminished value. Faulty-item rights apply even to personalised pieces.
For a valid statutory withdrawal, we refund the item price and the applicable standard outbound delivery charge, not any extra charge for an upgraded service. Refunds are due within 14 days of cancellation, although where permitted we may withhold payment until the goods arrive or you provide evidence of return, whichever is earlier. No restocking or production fee applies to a valid statutory withdrawal. Other non-waivable local consumer rights remain protected.
Small differences in screen colour or print placement can occur. This does not excuse the wrong design, material, size or cut, faulty stitching, or a material difference from the description or published measurements. We do not apply an undisclosed blanket size tolerance to dismiss a claim.
If a proposed resolution does not address your concern, reply to your case email and ask for a review by the atelier, or contact returns@creofleuratelier.com with the earlier correspondence. You do not need to contact our manufacturer to exercise your rights against Creo.
An earlier order keeps the terms offered when it was placed, together with all applicable statutory rights. This revision does not reduce an existing customer's rights.
This policy does not affect your statutory rights.