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Returns and Exchanges

If for any reason we have made a mistake with the personalisation or there is a faulty product, we will ensure that the mistake is resolved immediately. We will cover all costs for the returns of the product and replace it instantly.

You must return your item to Crew Embroidery Ltd, unused and in its original condition, and preferably in its original packaging, within 14 days for a refund and within 10 days for exchanges.

Each returned product must include all parts, accessories, instructions and packaging, etc. If security seals are broken, or if packaging has been opened, then the product is not in its original condition, and a refund or an exchange cannot be issued. If you receive your product damaged, photographic proof of the damaged product, including its packaging or the returns of the item, may be required.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund claim. If approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, normally within 5 working days. Please note: exceptions apply to personalised, non-faulty goods.

Late or missing refunds (if applicable)
Please note that refunds take 5 working days to clear from the point of processing. Please also bear in mind that banks and credit card companies generally take a few days to process refunds.

First, check your bank account or your credit card account, either online or by phoning your bank or credit card company.

If you've done all of this and you still have not received your refund, please contact us.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you will vary.

We don’t guarantee that we will receive your returned item.