Delivery and Returns
1. Delivery Times
Delivery time for sunglasses and glasses without prescription is 3–7 days from order date. Delivery time for prescription glasses is 7-14 days. Note:
- If your order was placed before noon it will be shipped the same day (excluding prescription glasses).
- If your order was placed after 12 o’clock it will be shipped on the following business day (excluding prescription glasses).
- Orders are not dispatched on weekends.
- Delivery times are calculated from the day order is made.
2. Delivery area
Deliveries are only possible to the addresses within EU.
3. Tracking your parcel
Because Crullé processes a large number of orders every day, the customer is responsible for tracking his own shipment. You will receive a track and trace number allowing you to follow the shipment online. In case you have not received this code in the e-mail confirming that your order has been dispatched, you must contact our customer service on firstname.lastname@example.org. They will provide you with a tracking code upon request. By confirming and completing payment for the order, the customer agrees that the entire order will be shipped only after all products are in stock.
4. Refunds and right of withdrawal
4.1 Refunds due to manufacturing defects.
The User may return any products with manufacturing defects to Crullé. Considering the nature of the products purchased, the User shall have one month to notify Crullé from the moment product non-conformity is detected. Any loss or damage shall be borne by the User if they fail to notify within the aforementioned period. Returning the products with manufacturing defects shall not lead to any additional costs for the User. In order to formalise the return, the User must contact Crullé within the given period of one month writing us in our contact page, citing the product(s) being returned and attaching a photograph and a detailed list of the defects observed. Once Crullé has received the email from the User, we shall inform you within 3 to 5 business days of whether or not the product has to be returned. The return of the goods (in the original packaging) is at your expense. If the examination of the complaint shows that it is justified, Crullé will reimburse you for the postage costs. Please send the faulty product to: Adrial d.o.o., Poslovna cona Žeje pri Komendi, Pod kostanji 6, 1218 Komenda, Slovenia.
You can find the complaint form HERE
Each product returned must be unused and have all of its tags, labels, packaging, and where applicable, the original documentation and accessories that came with the product. Crullé reserves the right to refuse the return if the User fails to comply with these requirements. Once the product has been received and the defects confirmed, Crullé shall give the User the option to replace the product for another that is identical, except where this option is objectively impossible or disproportionate for Crullé. In the event of a shortage in stock preventing replacement with an identical product, the User may choose to terminate the contract (i.e. receive reimbursement of the payment made), or voluntarily choose and request another model to be delivered. If the User decides to terminate the contract, Crullé shall fully reimburse the payment made for the faulty product (including delivery costs). Crullé informs Users that the period for reimbursing the payment made shall depend on the method of payment used by the User to purchase the product:
- If the User paid by credit/debit card, Crullé shall refund the amount paid within 14 calendar days from when the User decides to terminate the contract.
- If the User paid by PayPal, Crullé shall refund the amount paid within 14 calendar days from when the User decides to terminate the contract.
Under EU law, everyone has the right to withdraw from a contract within 14 days of receipt of the goods. In the event of withdrawal from the contract, they may choose to return any of the products forming part of the order, all of which may be done without any penalisation or the need to give reasons. However, the User must bear the direct cost of returning the order to Crullé, either in its entirety or in part. The User may fill in the PRODUCT RETURN FORM and send it together with the product to the following Crullé warehouse: Adrial d.o.o., Poslovna cona Žeje pri Komendi, Pod kostanji 6, 1218 Komenda, Slovenia.
Crullé can't be held liable for the delivery company that the User uses to return the order. Consequently, Crullé advises the User to request proof of delivery from the delivery company once the product has been delivered to Crullé warehouse (Adrial d.o.o.). In this way, the User has proof that the product has been successfully delivered to Crullé. Moreover, Crullé shall not be held liable if the User returns the order to any address other than those indicated above. The cost involved in returning the order shall be directly borne by the User. The product must be unused and have all of its tags, labels, packaging and, where applicable, the original documentation and accessories that came with the product. The User accepts that the product may depreciate in value or that Crullé may refuse the refund if the User fails to act as instructed or if the product is in any way damaged. Once Crullé verifies that the product is in good condition, Crullé shall then refund the full amount paid by the User. If the User decides to return the order in its entirety in fourteen (14) calendar days, Crullé shall refund the full amount paid by the User within 14 calendar days from when the User decides to terminate the contract. If the User only wishes to return one or some of the products in the order, Crullé will not be able to refund the delivery costs paid for the whole order. Crullé does not allow Users to exchange a product purchased for another offered on the website.
Corrective glasses are considered to be a product that has been manufactured according to the exact instructions of the consumer (Article 43.č ZVPot) and has been adapted to his personal needs. Due to its nature, the goods are not suitable for return and the consumer does not have the right to resign from the purchase.
4.3 Lens replacement
If the User has bought an eyeglass frame on Crullé website and would like to have new lenses installed or old ones replaced, Crullé also offers lens replacement/in¬stallation.
The User has to read lens replacement instructions In the next step the user should click on “Order new spectacle lenses”, choose the type of lens, enter the parameters for each eye and make an online order. The order price includes the spectacle lenses price indicated on Crullé website and the shipping costs. The User should then send the old frame to our address together with the order number and invoice. When we receive the Users package, we send the customer a confirmation email. From the day we receive the glasses, we need 3-7 working days to make new spectacle lenses. When they are made, we send the complete glasses back to the User.
4.4 Costs of return shipping
Crullé does not accept packages that customers send at the expense of the recipient (Adrial d.o.o.). The sender (customer) bears the return shipping costs. In the event of a complaint confirmed by Crullé, Crullé will reimburse the shipping costs upon presentation of the shipping invoice. This does not apply to contract cancellation returns.
4.5 Lost and damaged packages
If a package is damaged or lost, the claim process at GLS can take up to 30 days. Crullé needs the official response from GLS in order to accept or reject the customer complaint. An example for a lost package: If the customer does not receive the package within 14 days, he notifies Crulle. Crulle sends a request to GLS. If GLS confirms, that the package is lost (this can take up to 30 days after dispatch), a new order (same product) will be sent to the customer again or the purchase amount will be refunded. Example of a damaged package: The customer refuses the damaged package and GLS sends it back to Crullé. When Crullé receives the damaged package from GLS, it notifies the customer and (depending on the customer's request) either refunds the purchase price or sends a new product. In exceptional conditions (very bad weather, closed roads, increased workload), Crullé does not accept responsibility for delivery delays.