Can I reserve a bag to buy later?
We aim to provide a fair opportunity to shop our most in-demand styles and as bags are often limited, reservations are unavailable. As a result, placing an item in your shopping bag does not reserve it.
In case the bag you wish to purchase is out of stock, you’ll have an option to write down your email address and you’ll be automatically notified when bags are back in stock.

Is there a warranty?
All Kroĉeta handbags are quality controlled and checked for faults before they are shipped to customers. We do not offer a warranty in our bags, but we will consider damages on a case by case basis. Please contact our customer service team in the case of damaged or faulty item. Email us at info@kroceta.com

Can I get my purchase gift-wrapped?
We do not gift wrap purchases.

Can I buy a gift card online?
At this time, we do not offer virtual gift cards.

Which payment methods do you accept?
At the moment we accept all major credit cards (Visa, Mastercard, American Express) and Paypal.

What currencies can I pay in?
We are currently taking orders in EUR.

I’m having problems paying, what should I do?
If something is going wrong, please email info@kroceta.com right away and we will get on the problem, or try another payment option.

How do I cancel an order?
If you wish to cancel an order, please email info@kroceta.com with a message that you want to cancel your order. If your order has not yet shipped, we can cancel it, although it may take a few days for the cancellation to reflect in your payment account depending on your method of payment.
If your order has shipped then you must make a return.

What is included in my order?
All Kroĉeta handbags come in a high-quality gift box. You will also receive a care card and a copy of the invoice.

How soon until my order ships?
All orders for in-stock bags ship within 1-2 business days. Note that if you place an order after 12pm on a Friday, your order may not be shipped until the following Monday (or next business day in the event of holidays).

How can I track my shipment?
You will be provided with a tracking number by email once your order ships.

When can I expect to receive my order?
Delivery time varies depending on the destination, but on average 3 – 7 days are needed for EU as well as for international orders.

How do you ship?
We are using different shipping companies depending on the final destination, so your package can be delivered as fast as possible. For most destinations your order will be shipped via DHL, DPD or GLS.

Will there be any Customs or Duties charges?
Orders shipped within the EU should not attract any additional Customs or Duties charges.
For orders shipped outside of the EU, any Customs or Duties charges that may be levied in the country of destination are outside of our control. You may be contacted by our shipper if any customs duties are due before delivery.

Is signature required upon delivery?
Yes, someone must be at the delivery address to sign for the package.

I haven’t received my order yet, what should I do?
First, double check the shipper’s tracking information to be sure your delivery hasn’t been delayed somehow. If our shipper’s tracking information shows that your order has been delivered, but you haven’t received it yet, please let us know as soon as possible at info@kroceta.com. We will work to resolve the issue.

What is your return policy?
Items can be returned up to 14 calendar days after the delivery. All returned items must be undamaged and unaltered, and must include all tags and any original packaging that came with it. All items purchased on promotion or sale are final sale only.
For more details, please refer to our Returns and Exchanges page here.

How do I start a return?
Please email info@kroceta.com to ask for a return. Please state your order number and the specific bags(s) you wish to return.
For a complete list of steps, please see our Return Policy here.

How do I package my bags for return?
Your bag must be returned in the original packaging, including any boxes, hangers, or tissue. Any brand packaging such as care cards and paper tags must also be returned as they are considered part of the product. All bags must be returned unworned and unaltered in the original undamaged boxes provided and inside a protective shipping box. The customer is responsible for paying for shipping the package back to us.

When can I expect my refund?
It will take up to 10 days to process your refund once the returned bag(s) have been received. We will notify you once your returned bag(s) have been received and your refund has been processed.

Will taxes and duties be refunded on return?
If your original order was shipped to a destination outside the EU, then any additional customers duties or import taxes will not be refunded.

How can I exchange a product?
We do not provide automatic exchanges, so we suggest you return your original purchase and then purchase the bag you are interested in. For more details, please refer to our Returns and Exchanges page here.

How do I care for my Kroĉeta bag?
Please refer to our Product Care page here.

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