Returns & Exchanges - Frequently Asked Questions
Q. What is your return policy?
Full price items
Here at Celtic & Co. we want you to be completely satisfied with your purchase. If you’re not happy with your product for any reason, it can be returned for a refund or, within the UK, an exchange.
You have up to 30 days after purchase to return your full price products, however we insist that the products must be returned unused and have their swing tags and washing instructions intact.
Please note that reduced items work slightly differently. These must be returned within 14 days from delivery, rather than 30 days. All items must be returned unused and have their swing tags and washing instructions intact.
Discounts & Promotions
If you are returning goods that you bought using a discount or promotion offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or promotion offer will no longer apply. All items must be returned unused and have their swing tags and washing instructions intact.
The value of your goods will be refunded in full excluding your original postage costs.
This does not affect your statutory rights as a consumer. Please note that we are not responsible for return postage costs other than for damaged, faulty or incorrect goods. If this is the case, please contact us before returning items.
Q. What happens if my goods arrive damaged, faulty or incorrect?
If you receive damaged, faulty or incorrect items, please contact us so that we can arrange a convenient return. We will do our utmost to resolve the issue quickly and with as little inconvenience to you as possible. Within the UK we are able to exchange them for the same items within 30 days of the date of despatch. Orders delivered outside of the UK are not available to be exchanged, if you would like a replacement product you will need to return your original item and purchase the item you would like from our website or over the phone.
If you would prefer a refund, then the value of damaged, faulty or incorrect goods will be refunded in full, including your postage costs. For products that develop a fault after 60 days please contact us.
Q. What happens if I don’t like the items or they do not fit?
No problem, just send them back to us within 30 days and depending on your preferences and our stock levels, we can either exchange it or give you a full refund.
If you live within the UK please complete the "Returns" form which is printed on your invoice/delivery note on a perforated section, or include a letter with your name and address (and the details of the purchaser if different), stating whether you would like a refund or an exchange (with the new style, size and colour). If you are based outside of the UK please go to the relevant returns section, organised by country above.
Q. Do I have to pay for postage if I want to return or exchange an item?
UK Mainland: In the unlikely event that you are not satisfied with your purchase you may return it to us free of charge, unworn, in the original packaging and with tags & labels attached and we will be happy to exchange or refund it at the price you paid for it. Note that any refund or exchange must be completed within 30 days of purchase unless otherwise stated at the time of ordering.
Under the Consumer Contracts Regulations you have a right to cancel your order within 14 days of receipt and receive a refund of all charges. Once you have informed us of your intention to cancel you will need to return the item(s) by post at your own cost
Q. What if I want to exchange my item for something cheaper or more expensive?
Within the UK we are able to refund the price difference between your item and a cheaper one, or require extra payment to match the price of a more expensive one, this can be taken from the same card as the order was placed with or an alternative if preferred. If the original payment was made via Paypal, we will require an additional payment method, and a member of the team will be in contact before we can send out the replacement item. Outside of the UK we will need you to return your original order and place a new one.
Q. How long will it take for you to process my exchange or return?
We aim to process your return within seven days of receipt, however, in very busy periods this can take up to 14 days. However, please be aware that your bank may take up to a further 7 days to show the transaction on your account, therefore we ask that you allow 21 days from the date that we receive your return for the refund to appear.
Please note that refunds can only be processed to the original purchaser's card.