Information about returns

What is your Returns Policy?

We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules about fair use. None of these rules affect your statutory rights.

If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method.

We aim to refund you within 14 days of having received the returned item.

If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

Remember that regardless of where your items were shipped from, you can follow our usual returns process for all of them.

After that?

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Original Condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

▪️ Custom orders

▪️ Pierced jewellery if the seal has been tampered with or is broken.

▪️ Face coverings if the seal has been tampered with or is broken.

 

None of this affects your statutory rights.

Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached.

 
Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Fair use

If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal CRW customer would order or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.

Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.

How to create a return

Returns are FREE. Go to My Orders. Click ‘Create Return’ on the order you want to return. Select the items you’re returning and the reasons for return. Search for your nearest drop off point, then select ‘Place Return’. You’ll receive a QR code by email and in My Returns. Place your return in a single parcel. You can use any packaging you like as long as it’s secure. Take your parcel and QR code (valid for 30 days) to your chosen drop off point and they’ll take care of the rest!  Hold tight! We expect to process your refund within 10 days of dropping off your return. We will email you once your refund has been processed. 

How long do you have to return?

You have 28 days from the date your order was delivered or available for collection to return it for a refund.

*All returns are subject to our original condition and fair use policies set out in our Returns Policy

Packaging your return

Multiple orders 

If you have items from more than one order that you'd like to return, you can send them back in the same parcel. When creating your return in My Account, you’ll be shown any items that can be returned in the same parcel. Just select the items you'd like to return from each order in My Account and follow the instructions on screen.

Please make sure that all items you have selected to return fit in one parcel. If all of the items don't fit into one parcel, you'll need to create a separate return and return your items in more than one parcel.

You'll receive a QR code or label once your return has been created, which you'll need to present when dropping off your return, along with your tracking number so you can track your return.

Once your returned items are received, we'll send you return confirmation emails for each order.

You can also send us any opened or used CRW packaging that you’ve received with any recent orders. Even though our packaging is 100%-recyclable and made using 65%-recycled content, we know that not all local recycling facilities accept every type of plastic packaging. 

What packaging to use

You don't have to use your CRW packaging - as long as the items are packed securely and the correct label is attached, we'll be able to process each of your returns as soon as they reachus.

 

Package dimensions

Depending on your carrier, please make sure your parcel doesn't exceed the sizes listed below otherwise the carrier may not be able to accept it.

Royal Mail: 20kg, 61x46x46cm
Collect+: 10kg, 60x50x50cm
EVRi: 15kg, 120x60x60cm
InPost Lockers: 15kg,41cm x 38cm x 64cm 
toYou: 25kg, 90x60x60cm

 

Check out our Returns Policies for more information.