Last Updated: 1 January 2026

This Returns, Refunds & Exchanges Policy applies to CRTZclothingofficial.uk and is designed to provide customers with a clear, fair, and transparent process when issues arise with an order.

Our goal is to support genuine customers while also preventing misuse of the returns system.

Please read this policy carefully before placing an order.

1. Overview of Our Returns & Refunds Policy

At CRTZ clothing official, we deal in limited-edition streetwear and authenticated Corteiz products.

Because of the nature of these items and limited stock availability, we encourage customers to review product details carefully before purchasing.

However, we support customers in the following situations:

  • The wrong item or wrong size (not ordered) was sent
  • The item arrives damaged or defective
  • The customer wishes to request a return within the allowed return period

To ensure fairness for both customers and our team, all claims must follow the conditions explained below.

2. Eligibility for a Return or Exchange

You may request a return or exchange under the following conditions.

Wrong Item or Wrong Size Sent

If you receive a product that does not match what you ordered, please contact us as soon as possible after delivery, ideally within 48 hours, so we can resolve the issue quickly.

This includes receiving an incorrect size, colour, or product variant.

We understand how difficult it can be to find genuine Corteiz products due to limited drops and high demand. Every item we sell is sourced from approved suppliers and carefully inspected before dispatch.

3. Evidence for Return Claims

To help us review return requests fairly and prevent fraud, we may ask customers to provide supporting evidence when submitting a claim.

This may include:

  • Photos of the parcel and item
    The shipping label
  • An unboxing video showing the item as received

Providing clear evidence helps us resolve claims faster. However, reasonable claims will still be reviewed even if an unboxing video is not available.

4. Non-Returnable and Non-Exchange Cases

Returns or exchanges may not be accepted in the following cases:

  • Items that have been worn, washed, altered, or used
  • Items missing original tags, packaging, or accessories
  • Requests submitted outside the allowed return timeframe
  • Damage caused by improper care, misuse, or unauthorised repairs

These rules are in place to protect product integrity and ensure fairness for all customers.

5. Return Period

Customers may request a return within 14 days of receiving the item, provided the item remains unused, unworn, and in its original packaging with all tags attached.

Return requests submitted outside this timeframe may not be accepted.

6. How to Start a Return or Exchange Request

To begin a return or exchange request, email:

[email protected]

Please include:

  • Order number
  • Full name and delivery postcode
  • Clear explanation of the issue
  • Photos or evidence of the problem

Our support team typically reviews requests within 24–48 hours.

If approved, you will receive instructions on the next steps and the return address.

7. Item Condition & Packaging Requirements

Returned items must meet all of the following conditions:

  • Unused and unwashed
  • In original packaging
  • All tags, labels, and accessories intact
  • Securely packed to avoid damage during return shipping

If an item is returned used, incomplete, or damaged during return transit, we reserve the right to decline the claim or apply a restocking assessment.

8. Exchange or Refund Process

Wrong Item or Size Sent

We will first attempt to offer a like-for-like replacement.

If the replacement is unavailable, a refund will be issued to the original payment method.

Defective or Damaged Item

Once verified, we will offer either:

  • A replacement item, or
  • A refund if replacement stock is unavailable.

9. Return Shipping Costs

If the issue is confirmed as our error (wrong item or defective product):

  • We will cover reasonable return shipping costs, or
  • Provide a prepaid return label where available.

For other approved returns, customers may be responsible for return shipping costs.

10. Processing Times

Claim review: 24–48 hours after submission

Inspection after return arrival: 2–4 business days

Refund processing: 7 business days, depending on your bank or payment provider.

Please note that banks and card issuers may take additional time to reflect refunded amounts.

11. Order Cancellation Policy

Orders may be cancelled within 24–48 hours of placement, provided they have not yet been shipped.

Once an order is marked as shipped, cancellation is no longer possible.

To cancel an order quickly, email [email protected] with your order number.

12. Shipping, Tracking & Delivery Issues

Orders are processed within 1–2 business days and typically delivered within 3–7 business days with tracking. Total delivery time is 4-9 business days.

If tracking shows “delivered” but you did not receive your parcel, contact the courier and our support team as soon as possible so we can investigate.

13. Parcels Lost or Damaged in Transit

If your parcel arrives damaged:

  • Take photos of the package and item
  • Contact our support team as soon as possible

If a parcel appears lost or misdelivered:

  • Contact us so we can open a carrier investigation and assist you.

14. Wrong Address or Missed Delivery

Please ensure your delivery address is correct at checkout.

We are not responsible for delivery issues caused by incorrect or incomplete addresses.

If a parcel is returned to us due to address errors or repeated failed delivery attempts, reshipping may require additional postage payment.

15. Fair Use & Proof Verification

We take return claims seriously to protect both customers and our team.

False claims, manipulated evidence, or repeated abuse of the policy may result in:

  • Claim rejection
  • Account restrictions
  • Refusal of future orders

Get in Touch 

For all returns, refunds, or policy questions:

Email: [email protected], [email protected]

Website: CRTZclothingofficial.uk