At Celtic & Co Store, we are dedicated to bringing you British-made craftsmanship of the highest quality. Our commitment to integrity extends from the careful stitching of our garments to the reliability of our service. We aim to make your experience with us—from delivery to returns—as seamless and considerate as possible.

Shipping Information

We are proud to serve a global community (excluding some parts of Asia and remote regions). Once your order is placed, our team begins preparing your carefully crafted items with the attention they deserve.

Order Processing & Delivery Timelines

  • Order Processing: All orders are processed within 1-2 business days.
  • Shipping Methods & Estimated Delivery:
    • Standard Shipping: Shipped via DHL or FedEx. Delivery typically occurs within 10-15 business days after dispatch. A flat fee of $12.95 applies.
    • Free Shipping: For orders over $50, we offer free shipping via EMS. Delivery typically occurs within 15-25 business days after dispatch.

You will receive a tracking notification once your order is on its way, allowing you to follow its journey to your doorstep.

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 an item isn’t the perfect fit, our straightforward returns process is built on the same values of respect and reliability that define our brand.

Key Policy Summary

  • Return Window: Requests must be initiated within 15 days of the delivery date.
  • Item Condition: Items must be unworn, unwashed, undamaged, and in their original packaging with all tags attached.
  • Refund Method: Refunds are issued to the original payment method used for the purchase.

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 start the process. Use the email template provided below to ensure we have all necessary details.
  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 accessories. Please enclose 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 strongly recommend using a trackable shipping service for your peace of mind. Please note that 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].

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

  • Timing: Once your return is approved, your refund will be processed to your original payment method. Refunds typically appear in your account within 5-10 business days after we process them, depending on your bank or payment provider.
  • Method: The refund will be issued to the same PayPal account, Visa, MasterCard, JCB, 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, safety, and hygiene of our products for all our customers, please note the following:

  • All return conditions listed above (unworn, original packaging, 15-day window) must be met.
  • Footwear that shows signs of wear or has been worn outdoors cannot be returned for health and safety reasons.
  • Cleaning, Care Products and Insoles are considered final sale due to their intimate nature and cannot be returned.
  • Sale items and personalized goods are considered final sale unless faulty.

Note on International Returns: As we serve a global audience, 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 policy or need help with your request, please contact our dedicated team. We’re here to help.

Email: [email protected]
Postal Address for Authorized Returns:
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.