If you're returning an order to us from outside the United Kingdom, this page has everything you need. It applies to returns from the United States, Australia, Switzerland and anywhere else we ship.

Before you post

Please start your return first — either from the link in your order confirmation email, or by emailing us at hello@crossrow.co.uk with your order number. Wait for us to approve it before sending anything back.

Tell us within 14 days of delivery, then post the parcel within a further 14 days. Your refund is secured by the date you post it, not the date it reaches us.

Items must be unworn and unused, with all tags attached and in their original packaging.

1. Pack your parcel

Reuse the original packaging if it's in good condition, or any secure box or envelope. Put a note inside showing your order number, or a printed copy of your order confirmation.

2. Choose a postal service

Take the parcel to your local post office and use your national postal service's standard international tracked option. This is almost always the cheapest way to send a small parcel to the UK — usually the equivalent of £15–30, arriving with us in one to three weeks.

In the United States, that's USPS First-Class Package International Service. In Australia, Australia Post International Standard. In Switzerland, Swiss Post's international parcel service.

Please do not use DHL, FedEx or UPS express services. These attract import charges on delivery and we are unable to accept parcels sent this way.

Please use a tracked service and keep your proof of postage. We can't refund items lost in transit.

3. Fill in the customs form — this part matters

Your post office will give you a short customs form, usually a CN22. A parcel declared as a normal commercial import gets charged import duty and can be delayed or refused at the UK border, which holds up your refund. Please complete it exactly like this:

• Category: tick “Returned goods”
• Description: Returned merchandise — UK origin goods being returned to seller
• Value: the price you paid
• Write on the outside of the parcel: RETURNED GOODS — RELIEF CLAIMED

4. Address it to us

Crossrow Returns
Unit 71, SureStore
Stevenage Retail Park, London Road
Stevenage
Hertfordshire SG1 1XZ
United Kingdom

Please don't send returns to our registered office — they won't reach us.

5. Send us your tracking number

Email your tracking number to hello@crossrow.co.uk once you've posted the parcel. We can't process your refund without it, and it protects you if anything goes missing on the way.

Costs and refunds

• Return postage is your responsibility and isn't refunded.
• Your original delivery charge isn't refunded.
• Any duties or import taxes we paid on your behalf at checkout aren't refundable.
• We'll refund to your original payment method within 5 working days of the parcel reaching us and being checked. Depending on your bank it can take a further 3–5 days to appear.

Faulty, damaged or incorrect items

Don't post it back yet. Email hello@crossrow.co.uk with your order number and a photo first. We'll cover the return postage in full and refund your original delivery charge. This applies for 30 days from delivery.

Exchanges

The quickest way to exchange something is to place a new order for the item you want and return the original through the process above.

What can't be returned

• Items made to your specification or clearly personalised, such as custom monogramming or bespoke fabric orders
• Gift cards

Sale and discounted items can be returned in the normal way.

Questions

Email hello@crossrow.co.uk. We aim to reply within 1–2 working days, and we're based in the UK so we reply during UK business hours.