This article provides guidance on CREOATE’s return request process, including eligibility criteria, return limitations, warehouse locations, processing times, and refund options.
What can I return?
We proudly offer a 60-day return policy designed to assist you in managing unsold stock from vendors you have not previously purchased from. We aim to minimise the risk of unsold items while ensuring you can continually offer your customers new and exciting products.
Eligibility:
- Items must be in unused, resalable condition and in the original packaging.
- Returns are only applicable for your initial purchase with a vendor.
- The 60 days is calculated from the order placement date.
- Underwear and swimwear cannot be returned.
- All sets, boxes, or bundles must be returned in their entirety:
- For instance, if you purchase a bundle of 10 hats, you are required to return all 10 hats.
- Similarly, if you order 2 sets of 3 candles, you must return each complete set of 3 candles.
- If you buy 10 individual toothbrushes, you have the flexibility to return any number between 0 and 10 toothbrushes.
- Lastly, if you acquire a box of 6 soaps, the entire box of 6 soaps must be returned.
Where do I return items?
If you're based in the UK or EU, please send your items to:
CREOATE LTD
Att. Karl Osborne (Farfill)
Unit 2, Canberra House
Rowley Road
Coventry, CV3 4FR
United Kingdom
If you're based in the US, please send your items to:
CREOATE LTD
Attn: Mike Zemlock
STONEMILL FULFILLMENT
Ste B
Easton, PA 18040
Please do not return items directly back to the vendor if you are intending to use CREOATE's Return policy. Any shipment delivered to the wrong location will not be credited back and the return request will be rejected.
Do I have to pay for the shipping on the return?
US or UK retailers:
If you are a retailer from the US or UK, please submit our Return Collection Request Form
here to have your shipping and collection arranged free of charge!
Our Logistics team will review the request and provide you with a shipping label through DHL or UPS. You will receive an email from our logistics partner, Fareye with details on the courier collection date.
Non UK and US retailers:
If you are located in a country or region outside of the US or UK (E.g. European Union - EU), please arrange your shipping at your own cost and process your return request by logging into your account and submitting this information on your Orders Dashboard.
Please mention the order number on the outside of the shipment. If the order number is not clearly mentioned then it may lead to processing delays or even rejection of the refund in some cases.
How long do I have to return items?
All returns must be made within 60 days from the date the order was placed. Returns are only accepted from your first order with a vendor, reorders cannot be returned.
How long will take to process the return?
Your return will be processed within 5 business days from the date of the order's arrival at our warehouse. You will be able to see the status of your return in your Returns Dashboard.
When will I receive my refund on my returned items?
As per our policy, we offer a voucher for the total value of the returned goods, once they are received and verified. Please note this is not a cash refund.
If the order has been paid in full, you will receive a voucher for the total value of the returned goods, once they are received and verified.
If you paid using credit terms, this will be reflected as a credit note to the existing balance. The updated balance will show what is remaining to be paid by the invoice due date.
Note: This does not affect your statutory rights in connection with faulty items.
My return has not been processed?
If your return has been in Pending status for more than 5 business days on the Returns tab of your account Dashboard after the delivery of your return back into the warehouse, please contact our Support team via Live Chat.
To do this, simply visit our website and click on the blue live chat button located at the bottom-right corner of the page.