Return Policy

1. Eligibility for Returns

You may request a return or exchange within 30 calendar days (the "Return Window") of receiving your order, provided the items are unused, unworn, unwashed, in their original condition with all tags, dust bags, and packaging intact, and accompanied by the original proof of purchase (invoice/order confirmation).

2. Non-Returnable Items

The following items are not eligible for return or exchange unless defective or wrongfully delivered:

• Intimate apparel and hosiery that contact the skin directly (for hygiene reasons).
• Custom-made, bespoke, or personalized items.
• Clearance, “final sale”, or items marked as non-returnable at the time of purchase.
• Gift cards, store credit, and downloadable/digital content.
• Items returned without their original packaging, tags, or proof of purchase.

3. Return Process

To initiate a return, please:

1. Log in to your Crown & Crest account and open the order you wish to return, or contact us via the order reference number.
2. Select the item(s) to return, choose “Return” or “Exchange”, and specify the reason.
3. Submit the return request. Our concierge team will review and, if approved, email you a prepaid return shipping label (where eligible) and further instructions.
4. Pack the items securely in their original packaging and affix the return label.
5. Once we receive and inspect the returned items, we will notify you and process your refund or exchange.

4. Return Shipping Costs

Returns are free of charge for defective, damaged, or wrongfully delivered items. For all other returns, the original shipping charges are non-refundable and return shipping costs are the responsibility of the customer unless the return request is approved for a complimentary label (e.g., due to a defect or our error).

5. Inspection & Refunds

All returned items are inspected upon receipt. If a return request is approved, your refund will be issued using the original payment method within 5–15 business days of approval, unless otherwise agreed (e.g., store credit).

6. Exchange

For exchanges, please follow the return process and indicate the desired replacement item. Subject to availability, we will ship the replacement at no additional cost once your returned item is received and approved. Price differences will be settled (additional payment due or credit) via the original payment method.

7. Contact

If you have any questions about returns, please contact our Grievance Officer (see the Grievance Officer page) or email concierge@crownandcrest.com.