Cancellation Policy

1. Right to Cancel (Before Shipment)

You may cancel your order at no charge at any time before the order is dispatched (i.e., before a shipment is created with a tracking number/AWB). Cancellations are processed immediately and refunds, where applicable, are issued using the original payment method within 5–10 business days.

2. How to Cancel

To cancel an order, please:

1. Go to your account order page and open the relevant order, or
2. Email concierge@crownandcrest.com with your order reference number and the words “CANCELLATION REQUEST” in the subject, or
3. Call our concierge line on +1 (800) 555-CROWN.

We will confirm cancellation via email within 24 business hours. Refunds may take an additional 5–10 business days to reflect in your account.

3. After Dispatch (Shipped Orders

Once your order has been shipped (a tracking number/AWB has been generated), it can no longer be cancelled. For shipped orders, you may instead use our standard Return Policy to return the item(s) for a refund or exchange after delivery. Refused or undelivered parcels returned to us are processed as returns and are subject to our Return & Refund Policy.

4. Custom / Personalized Items

Orders for custom-made, bespoke, or personalized items cannot be cancelled once production has commenced. Please confirm all customizations (size, fabric, embroidery, etc.) before placing such orders.

5. Force Majeure / Exceptions

We reserve the right to cancel any order if the product is out of stock, if a pricing error is discovered, or if the shipping address cannot be verified. In such cases you will be notified promptly and a full refund will be issued using the original payment method.

6. Contact

For cancellation requests, contact our Grievance Officer (see the Grievance Officer page) or email concierge@crownandcrest.com.