Refund policy

Returns & Exchanges

At Crossrow, we want you to be completely satisfied with your purchase. You can return your products within 14 days from the date of delivery for any reason.

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

1. How to Start Your Return

You have three convenient ways to return your items:

  • Via your Order Email: Open your original order confirmation email and click the return link to start the process digitally.

  • Via our Royal Mail Portal: If you don't have your email handy, go directly to our Royal Mail Tracked Returns Portal. You can print a label at home or receive a QR code to be scanned at the Post Office.

  • Arrange Your Own Shipping: If you prefer to use a carrier of your choice and pay for shipping yourself, we will not charge you the £3.45 return fee. (See Section 4 for details).

2. The Return Process

  1. Prepare the package: Use the original packaging if it is in good condition. Otherwise, use a secure box or envelope.

  2. Include your receipt: Tick the products you are returning on your receipt and place it inside the package. (If you return multiple orders in one box, please include all relevant receipts).

  3. Attach the label: If using our Royal Mail service, securely fasten the label to the package, ensuring the barcode is fully visible and old addresses are covered.

  4. Drop off: Hand your package in at any Royal Mail Customer Service Point or Post Office.

3. Costs and Refunds

  • Return Fee: A flat fee of £3.45 is charged for using our Royal Mail return service. This amount will be deducted from your final refund.

  • Processing Time: Once received at our warehouse, please allow up to 10 business days for inspection and processing.

  • Payment: Your refund will be issued to your original payment method. Depending on your bank, it may take an additional 3–5 days for the funds to appear in your account.

4. Returns with Other Carriers

If you choose not to use our Royal Mail service, you are responsible for the shipping costs and we will not deduct the £3.45 fee. Please use a tracked shipping option, as we cannot issue refunds for items lost in transit.

Return Address:

Crossrow Returns, Unit 3 Sure store, Stevenage, London Road, SG1, 1XZ.

5. Exchanges

The fastest way to exchange an item is to place a new order for the product you want and follow the standard return process for the original item.

6. Important Information

  • Damages: If an item is defective or incorrect, please contact us at hello@crossrow.co.uk immediately. In these cases, we will waive the return fee.

  • Exclusions: We cannot accept returns on perishable goods, custom/personalized items, personal care products, sale items, or gift cards.

  • Try-ons: You are welcome to try on products at home, but they must remain in "as new" condition to qualify for a refund.