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FAQs

  /  FAQs

How can we help you?

Please have a look at our frequently asked questions.

ORDERS

HOW DO I KNOW MY ORDER WAS PLACED SUCCESSFULLY?

As soon as your order has been placed, you will receive an order confirmation email to the nominated email address attached to your order. If you have not received any confirmation emails, please contact us at orders@crexans.com.

CAN I MAKE CHANGES TO MY ORDER?

Yes. If the order has not yet left the warehouse, you can cancel it or make changes by sending an email to sales@crexans.com with the order number and we will proceed it.
If the order has already left the warehouse, you should wait until you receive it and then start the return/exchange process.

I'VE RECEIVED A FAULTY ITEM, WHAT DO I DO?

Although we hope this never happens, if you have received an item from this website with a defect then please contact us at orders@crexans.com and we will organize a replacement as soon as possible.

WILL I HAVE TO PAY DUTIES AND TAXES ON MY ORDER?

Depending on the destination country, you may be required to pay duties and taxes on your order. This is determined and applied by your local customs. Any additional duties, foreign taxes or other fees must be paid by the customer. Please get in touch with your local customs office for further information regarding duties and taxes.

HOW DOES THE PRE-ORDER WORK?

Check our PRE-ORDER page to know all the details.

DELIVERY

HOW LONG WILL IT TAKE FOR MY ORDER TO GET TO ME?

Please review our Shipping Page for our shipping options including estimated time frames. Feel free to get in touch at orders@crexans.com if you have further questions regarding delivery times.

HOW DO I TRACK MY ORDER ONLINE?

Once your order has been dispatched, you will receive a confirmation email from NACEX (domestic orders) or DHL (international orders) with tracking information so you can keep a close eye on your package.

DO YOU SHIP INTERNATIONALLY?

Yes, absolutely! Worldwide shipping.
Check our Shipping Page for further information.

RETURNS

I NEED TO MAKE A RETURN, HOW DO I DO THIS?

Please review our Returns & Refunds for further information on our returns policy and instructions on how to return. If you have any doubts, please contact us at orders@crexans.com and we will help you.

DOES CREXANS COVER THE COSTS OF RETURNS?

We offer free returns for all Spanish orders. All costs associated with returning items to CREXANS from the rest of the world are at the responsibility of the customer.

CAN I RETURN SALE ITEMS?

Sale items are final and cannot be returned for a refund but you can change them for another size or model available. Please get in touch with us at hello@crexans.com if you need help with sizing.

PAYMENTS

WHICH PAYMENT METHODS DO YOU ACCEPT?

We accept Paypal and all credit cards.

IS MY PAYMENT INFORMATION SECURE?

Yes, your data and payment methods are totally safe.

WHEN WILL I RECEIVE MY REFUND?

Please allow up to 10 days from the time we receive your request to process your credit.

MORE QUESTIONS

WHERE IS CREXANS LOCATED?

We are based out of Barcelona, Spain. All our online orders are dispatched from our warehouse in Barcelona.

IS CREXANS AVAILABLE TO PURCHASE IN STORE?

We are not stocked in stores yet. We sell our products in marketplaces like Asos or Zalando. But the full range including online exclusives are always available at www.crexans.com.

HOW DOES THE 10% SIGN-UP DISCOUNT WORK?

CREXANS offers a complimentary 10% discount for all first-time customers that sign up to our mailing list. You will be sent a unique coupon code to your inbox shortly after signing up. The coupon code is to be entered at the checkout and will apply to all full price items in your first order over 30€.

I WANT TO RECEIVE CREXANS NEWSLETTERS, HOW DO I SIGN UP?

You can sign up to our mailing list in the newsletter form on the footer, or in the pop up when you first visit our site. By signing up, you will be the first to know about new products, sales, and CREXANS events, as well as receiving a 10% sign-up discount. If you’d like to unsubscribe, you can do so in the “Newsletters” section of your account, or at the footer of our emails.

I'M INTERESTED IN BEING A STOCKIST OF CREXANS, HOW DO I GO ABOUT THIS?

Please visit send us an email with your proposal to sales@crexans.com.

WHICH CURRENCY IS USED ON THIS SITE?

All prices indicated are in EURO (€) and will transact in EUR€ at the checkout.

For all online and general inquiries, please contact our Customer Care team.

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