Exchanges

In Spain: if you would like to exchange an item for a different size or another product, contact us and we will take care of it. We send you the new item and, on the same delivery, the courier picks up the one you have at home. The exchange costs €7.50 for shipping.

Outside Spain: we arrange the collection of the item through our returns portal (€8.50 from Portugal, €9.50 from the rest of Europe, deducted from your refund) and you will need to place a new order for the item you want.

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Returns

You can return any item within 15 calendar days of the date you received your order, provided it is eligible for return.
(See the list of items that cannot be returned for hygiene reasons at the end of this page.)

You have two options for your return:

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1. Through the Crazyinlove returns portal

Through the Crazyinlove returns portal (optional)
If you wish, you can use our optional return collection service. This service costs €7.50 from Spain, €8.50 from Portugal and €9.50 from nearby Europe, which covers only the transport and logistics of the return, and will be deducted from your refund.

New Rock returns information

Due to the weight, volume and logistics of this item, the return costs are as follows:

€10.50 for returns from Spain and Portugal.

€15.00 for returns from the rest of Europe.

You can also return your order yourself with the courier of your choice, at no additional cost from us.
To arrange a collection through our portal, contact us by email or WhatsApp and we will give you all the information you need.

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2. Sending it yourself

In this case, it is very important that you let us know beforehand that you will be doing it this way. Please note that the customer is solely responsible if the parcel is lost or returned.

As a note, some couriers such as DHL often cause problems, as they leave parcels at pick-up points without ever notifying us.

You can send your return with the courier of your choice.

We recommend using a service with a tracking number, sending the tracking number to us as well, and keeping the receipt.

Return address:

Crazyinlove

San Juan 86

08150 Parets del Vallès, Barcelona

💬 WhatsApp: +34 651 72 79 44
(messages only, we don't take calls)

📧 infocrazyinlove@gmail.com

Please email us the tracking number and the name of the courier used (only if you send it yourself).

Once we receive your return, we will inspect it within up to 5 working days and process the refund. You will receive the money within a maximum of 10 working days from the day we receive the parcel, including the time your bank takes.

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Partial returns and free shipping

If your order had free shipping because it exceeded the minimum amount and, after a partial return, the value of the items you keep falls below that minimum, we will deduct from your refund the standard shipping costs that would have applied to your order under our rates in force at the time of purchase. We will tell you the amount deducted when we confirm your refund.

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How to make a return

Fill in the return form (included in your parcel).
If you can't find it, use a sheet of paper stating:

• Full name

• Address

• Email

• Order number

• Reason for return

Make sure the items meet the following conditions:

✅ In original condition, with original wrapping and tags
✅ Perfectly clean, unworn, unwashed and odour-free
✅ No make-up stains, pet hair or deodorant marks
✅ Neatly folded and in their original packaging

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❌ Items that CANNOT be returned (for hygiene reasons)

If their seal or hygiene protection has been opened, or if they show signs of use or of having been tried on (for example, ladders in tights):

• Underwear, lingerie and swimwear

• Stockings, tights, fishnets and socks

• Earrings and piercings

• Masks, wigs and false eyelashes

Personalised or made-to-measure items cannot be returned either.

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🕯 Pre-order items

Pre-order items are ordered from the factory after your purchase, so the order cannot be cancelled once the process with the supplier has started. Once you receive them, you can return them under the same conditions as any other item.

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🛑 IMPORTANT: Return of uncollected parcels

If your parcel is returned to us because it was not collected, or the courier could not reach you due to incorrect details, we will consider that you are exercising your right of withdrawal.
In this case, the return costs are paid by the customer:

📍 Spain: €5.50
📍 Portugal: €6.50
📍 Germany and France: €9.50

💡 This amount will be deducted from your refund.
Please make sure your email and phone number are correct when you place your order.