Returns & Exchanges

Last updated: 12th September 2025

We hope you love your Crewroom kit. If not, returning is easy. Please read the guidance below before sending anything back.

Retail Stock Items (Standard Products)

• Return window (full‑price): 28 days from receipt

• Return window (sale/clearance): 14 days from receipt

• Items must be unworn, unwashed, and have original tags attached.

• Crewroom reserves the right to refuse returns or deduct an amount from a refund where items are not returned in the condition above.

"Who pays for return postage?"We don’t provide pre‑paid labels. Please use a tracked/insured service — you’re responsible for the parcel until it reaches us.

Exchanges (New Policy)

Exchanging in store

• Items purchased in a Crewroom store can be exchanged at our shop — please bring proof of purchase.

• We’re unable to process exchanges for online orders in‑store at this time. However, you may bring an online order to the shop to return for a refund to the original payment method, then purchase your replacement in a separate transaction.

Exchanging online

• We’re not able to offer online exchanges. Please follow the returns process below for a refund, then place a new order for the item you want.

Sale items

• If you bought during a sale period and need a different size, return the original for a refund, then place a new order.

• We can’t honour sale prices if you purchase a different item or buy after the sale has ended.

How to Return

1. Download and complete our returns form and include it in your parcel: Download the Returns Form (PDF)

2. Package your item(s) securely. If you have the address label at the bottom of your invoice, you can use it (it’s not pre‑paid).

3. Post via any tracked/insured service of your choice.

Return address (postal):
Crewroom, 125 Lower Richmond Road, Putney, London, SW15 1EX, United Kingdom

Refunds

• Processing time: Refunds are usually processed within 10 working days of receipt.

• You’ll receive a confirmation email once we’ve processed your refund. Please allow 3–5 working days after that for the funds to appear on your statement (timings vary by bank/card issuer).

• Refunds are made to the original payment method.

Faulty Goods

• Returned garments must be laundered and clean. We can’t accept soiled items; they’ll be returned without repair.

• If your item is faulty, please contact us first so we can help.

Custom Team Items (Made to Order)

• Made‑to‑order/custom team items cannot be cancelled once confirmed — please check all details carefully before ordering. To confirm the correct size before ordering we recommend if possible to visit our Putney Shop to try on our sample garments. Click here for directions.

• Any errors, defects or shortages must be reported within 7 days of receipt.

• For authorisation to return a faulty custom garment, call us on 020 8877 3888, then send to:
  Crewroom, 125 Lower Richmond Road, Putney, London, SW15 1EX, United Kingdom

• Returned garments must be laundered and clean; soiled items will be returned without repair.

Your Statutory Rights

This policy does not affect your legal rights. For more about your consumer rights, see the UK Consumer Rights Act.

Need Help?

• Phone: 020 8877 3888

• Visit us: Crewroom, 125 Lower Richmond Road, Putney, London, SW15 1EX

• Live chat / Email: Available via our Contact Us page. Email us on enquiries@crewroom.co.uk.

Quick Summary

• Returns: 28 days (full‑price) / 14 days (sale)

• Exchanges: In‑store exchanges for store purchases only; no online exchanges (refund + reorder).

• Postage: Customer‑paid; use tracked/insured service.

• Custom items: No cancellations; faults within 7 days.