Our goal is to provide piercing and jewellery products that you are happy with. Before shipment, all orders are carefully checked by experienced staff so that only faultless products leave our factory.

Nevertheless, if you find something wrong with your shipment, e.g. it was damaged or you received the wrong item, you may return all items within 14 days of delivery.

Note: Please do not simply send the items in question back to us, but kindly contact our customer support first at info@crazy-factory.com

Our support staff will help you to find the right course of action in order to ensure a quick and smooth resolution.

Reasons for return

Shipments must be returned when

  • you wish to cancel your order, e.g. because you are not happy with the product
  • you wish to get faulty/damaged products exchanged or refunded or
  • we have shipped the wrong item
Please note that products that you’ve customised yourself (through our design tool in the shop) can only be accepted for returns in cases where the product is defective, damaged or wrong goods are delivered. Variance in colour, resolution or accuracy in detail from the original template do not justify a return.  

Exchange or refund?

You can either get items exchanged for identical  products or their purchasing price refunded.Exchanging items for different products or sizes, colors, lengths etc. is not possible.  In this case, just return the items that you do not wish to keep to our logistics center in Germany and place a new order. For the items returned you will then get the purchase price refunded using the same payment method used for your payment (i.e. PayPal, bank transfer etc.). Alternatively, we can issue a voucher which you can redeem at your next purchase.

How to return shipments

To return shipments to our logistics center, please log in on our website with your e-mail address and your password. Then follow these instructions:

  • Click on "My Account" (Your name as indicated).
  • In your customer account, click on "Exchange/Return"
  • Select the relevant order.
  • Select the items you wish to return.
  • Select a reason for the return.
  • Select whether you wish to have items exchanged or the value of your order refunded.
  • Submit return order and print out your return note.
  • And off it goes to the post office.

To view the current status of your return shipment, go to "My Returns". If you have any questions or issues concerning order processing, our support team is always happy to help you at (info@crazy-factory.com)

Additional information regarding your return

When returning the goods, please ensure that

  • the goods haven‘t been worn, 
  • the parcel has sufficient postage and
  • products are securely packaged to withstand the wear and tear of transport.

Returning the concerned goods in the original packaging is ideal of course. Kindly note however, that we unfortunately cannot shoulder the return costs.