At Celtic & Co Store, we craft our British-made products with care and integrity, aiming for perfection in every stitch. We understand, however, that sometimes an item may not be the perfect fit for you. Our returns and exchanges policy is designed with the same values of reliability and respect that define our brand, ensuring a process that is as straightforward and considerate as our payment process.

Our Returns & Exchanges Promise

We want you to be completely satisfied with your purchase of our British Made knitwear, cardigans, waxed jackets, footwear, and clothing. If you are not entirely happy, you may return most unworn, unwashed, and undamaged items in their original packaging within 15 days of receiving your order for a full refund or exchange.

Step-by-Step Return or Exchange Process

  1. Initiate Your Request: Within 15 days of delivery, please contact our customer care team at [email protected] to initiate a return or exchange. Use the template below to ensure we have all necessary information.
  2. Receive Instructions: We will email you a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your package. Returns sent without an RMA number cannot be processed.
  3. Pack Your Item: Securely pack the item(s) in their original packaging, including all tags and any accessories. Include a copy of your packing slip or order confirmation inside the package.
  4. Ship Your Return: Send the package to our returns center at the address provided in your instructions. We recommend using a trackable shipping service. Original shipping costs are non-refundable.
  5. Inspection & Processing: Once received, our team will inspect the item(s). Upon approval, your refund or exchange will be processed promptly.

Return/Exchange Request Email Template

To streamline your request, please copy, paste, and fill out the following template when emailing us at [email protected] with the subject line: “Return/Exchange Request – Order #[Your Order Number]”.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Celtic & Co Store Team, I would like to request a [Return for Refund / Exchange] for my recent order. Order Number: [Please insert] Name: [Your Full Name] Email Address: [The email used on the order] Item(s) for Return/Exchange: [e.g., Merino Wool Cardigan, Size M] Reason for Return/Exchange: [e.g., Incorrect Size / Change of Mind / etc.] Please provide the return instructions and RMA number. Thank you, [Your Name]

Refunds & Exchanges: What to Expect

  • Refunds: Once your return is approved, your refund will be processed to your original payment method.
    • Timing: Refunds typically appear in your account within 5-10 business days after we process them, depending on your bank or payment provider (Visa, MasterCard, JCB, PayPal).
    • Method: The refund will be issued to the same PayPal account, credit card, or debit card used for the original purchase.
  • Exchanges: For a different size or color of the same item, we will ship the replacement once the return is received and approved. If the exchange item is of higher value, we will charge the difference. If it is of lower value, we will refund the difference.

Important Conditions & Non-Returnable Items

To ensure the quality and hygiene of our products for all our customers, the following conditions apply:

  • Items must be unworn, unwashed, and in their original condition with all tags attached.
  • Returns must be initiated within 15 days of the delivery date.
  • For health and safety reasons, Footwear that shows signs of wear or has been worn outdoors cannot be returned.
  • Cleaning, Care Products and Insoles are final sale and cannot be returned due to their intimate nature.
  • Sale items and personalized goods are considered final sale unless faulty.

Note on International Returns: As we serve a global audience (excluding some parts of Asia and remote regions), customers are responsible for any return shipping costs and applicable customs duties. The refund will be for the item’s purchase price only.

Need Further Assistance?

Your satisfaction is our priority. If you have any questions about our returns policy or need help with your request, please contact our dedicated team. We’re here to help.

Email: [email protected]
Postal Address for Returns (by authorization only):
The Team at Celtic & Co Store
34 Harris Street, Brookline, US 02446.

Thank you for trusting Celtic & Co Store. We are honored to contribute to your wardrobe of enduring style and authentic craftsmanship.