FAQ's

PRODUCT

Yes, please choose items without the Crys- Style

Yes, we do restock main colours if there is a demand. Contact us by sending a description of the product or send us a message on Instagram.

Yes, please select colours which are available, more colours will be available soon. If the colour is not available please contact us with desired colour and we will try our best.

When registering an account it gives you an opportunity to create a wish list, order history with registered address and gives you the opportunity to opt-in to our newsletter to hear about new products. Customena will not pass on your details to any other companies or organisations and will only use your email to send you the newsletters. You can also unsubscribe at any time. For full details read our Our Privacy Policy

To opt-out of our Crys-Style crew newsletter, click on this link ‘Unsubscribe’ .

ORDER

Karlna, PayPal, Paypal accepts Visa, Visa Electron, MasterCard and Switch/Maestro debit and credit cards.

You do not need a PayPal account to make a purchase. Please use the guest option.

Yes, the website is secure, please ensure you have an anti virus program on your computer or mobile and always check https:// is at the the begin of the web browser.

No, your card details are not stored the system. You will need to enter your card details each time you purchase from us.

You must enter your billing address when placing your order. Your delivery address must be entered at the time of purchase, and only this address the item will be sent.
EU and Worldwide shipping, you may find that your delivery charges will defer depending on country. You may have to pay a custom charge which is mandatory and is out of our control.

Make sure you enter your card details correctly enter them exactly as presented on the card. Other reasons: Card expired, Card not authorized by the issuing bank, address not successfully verified etc.
Please note that we use fraud screening software to identify and stop fraudulent purchases.

If in any error Customena will notify you by email and offer an alternative product or a full refund.

Go to My Account , “forgotten password” tool which will email you a reminder.

SHIPPING

Shipping is estimated by weight and may vary. EU and international items are at a set price.

£4.99 – UK Tracked (2-3 business days)

£5.99 – UK Tracked (1-2 business days)

£15 – Europe Tracked (3-5 business days)

£20 – International Tracked (5-15 business days)

FREE UK DELIVERY for orders more than £100

​Please allow completion time, some items maybe ready for dispatch. See table for shipping times

A tracking reference number will be given in confirmation email

Once an order is placed online we cannot guarantee any amendments to colour or cancel orders once they have been placed.

Your order number will be on the confirmation page when you place your order, as well as on the Order Confirmation Email. You may also log into your account where you will be able to locate the order number.

RETURNS

Please contact us before sending your order back

Yes, you can exchange the item for another size within 14 days.

If item is out of stock, we can issue a credit note in form of a gift card and wait for the item to be back in stock, exchange for another size (Gift card valid for 5 months)

Simply fill out the returns form and we will give you an address

If your item is defective or faulty and it’s been more than 30days, contact us
Most defective or faulty products can be returned within one year of the delivery date.

REFUND

  • Items returned is because of material damaged, defective or incorrect colour/size.
  • If you are not satisfied with your purchase, simply return it unworn/not used within 30 days of the order for a refund.
  • Item(s) which have been damaged in transit, defective, or sent in error must be returned within 7 days of receipt.
  • If you are returning an item because of an error on our part we will refund the delivery charges incurred in sending the item to you. In accordance with our returns policy, even if its been damaged from post or defective from manufacture.
  • Return the item(s) to us unworn in the original packaging. Complete the Returns Form, giving the reason.
  • Once items are sent back, the online returns form is complete, inspected and then processed. You will then be notified via e-mail of your refund or exchange.
  • You can expect a refund in the same form of payment within 3-5 working days (not including delivery) from email notification.
  • If the refund does not appear in your Account after 7 working days from the day of notification, please Contact Us.
  • Please note that you will be responsible for the costs of returning the item/s unless we delivered the Incorrect item.
  • If you have any questions with regarding returning or exchanging. Contact Us
  • We will check all items returned. If no fault is found, Customena reserves the right to re-charge you to recover fees and expenses.
  • Please note that you may be asked to provide a photograph of the damaged/defective/incorrect items.
  • If item is out of stock, we can issue a credit note in form of a gift card, valid for 3 months.

NOTE: All item/s must be returned, this will effect refunds.