Returns & Exchanges

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 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. 

Reduced items

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’s the best way to send my returned goods back?

When returning any goods to us, please fill out the returns form included in your parcel to tell us whether you would like an exchange or a refund.

UK Mainland:- A pre-paid tracked return label will be included on your invoice/delivery note allowing you to return items up-to the value of £500 via the Post Office. Please  make a note of the unique tracking number printed on your label as without this we cannot be held responsible for items lost in transit.

For larger items or for orders over £500 please call our customer services to arrange a free Collect+ return or courier collection. 

If you are returning an item from overseas,  please refer to this answer


Q. I've lost my returns label

You can print a new returns label by visiting our Royal Mail tracked returns portal here, and inputting your details as instructed. If for any reason you can't print the label please contact us on 0333 400 0044. If your return is over £500 please contact us. 


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. We will be happy to exchange them for the same items within 30 days of the date of despatch.

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.

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).


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

Please note that free returns apply to UK mainland orders only.


Q. What if I want to exchange my item for something cheaper or more expensive?

We will 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.


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.


Q. How should I return products from outside of the UK?

Please note that we do not offer free returns outside of the UK, USA, Canada and Australia. If you are returning a product from those countries please change the country flag at the top of the page to the country you are posting/shipping from and refer to the returns policy on that site.

If you are returning an item from inside the EU please package the item securely and take it to your local post office, returning the item to the address below. 

If you are returning the product from outside of the EU please also ensure that you take the commercial documents that came with the parcel as your post office may need these to value the contents of your parcel. When filling out the returns form at your post office please ensure you mark the package as returned goods. If the goods are sent to us without this being filled out,  Celtic & Co. will not be liable for any duty needing to be paid to release the items from customs and will deduct any fees charged to us from your refund. 

We strongly recommend that you send all items on a tracked delivery service as we cannot be held liable for goods that do not make it to us.


Q. Where should I send my returns?

Send your goods back to us at:

Celtic & Co.
Treloggan
Newquay
Cornwall
TR7 2SX

If you need to talk to us about an exchange or refund please call us Monday to Friday, 8.30am to 6.00pm or Saturday 9.00am to 6.00pm on 0333 400 0044. Alternatively you can email us at  support@celticandco.co.uk