Refund policy

Returns & Refunds

We want you to be completely happy with your Crossrow purchase. If something isn't right, you can return it.

1. Your right to cancel

If you are a consumer, you have a legal right to cancel your order within 14 days of receiving your goods, without giving any reason. You then have a further 14 days from telling us to send the goods back.

To cancel, simply start a return using one of the methods below, or email us at hello@crossrow.co.uk.

Items must be returned in an "as new" condition — unworn, unused, with all tags attached and in their original packaging. You are welcome to try items on at home, as you would in a shop, but if the goods are handled more than is necessary to check their nature and characteristics we may reduce your refund to reflect any loss in value.

2. How to start your return

  • From your order email: open your original order confirmation email and click the return link.
  • Royal Mail returns portal: go to our Royal Mail Tracked Returns portal. Print a label at home, or get a QR code to be scanned at a Post Office.
  • Use your own carrier: if you'd rather arrange and pay for return postage yourself, we will not deduct our return fee. See Section 5.

3. Sending your parcel back

  1. Pack it: reuse the original packaging if it's in good condition, or any secure box or envelope.
  2. Include your receipt: tick the items you're returning and place the receipt inside. If you're returning more than one order in a single parcel, include all relevant receipts.
  3. Attach the label: fasten it securely, make sure the barcode is fully visible, and cover any old addresses.
  4. Drop it off: hand the parcel in at any Post Office or Royal Mail Customer Service Point.

4. Costs and refunds

  • Return postage: if you use our Royal Mail returns service, a flat fee of £3.45 is deducted from your refund. This covers the cost of the tracked label.
  • Outbound delivery: if you cancel your whole order within the 14-day cancellation period, we will also refund the standard delivery charge you paid to receive it. If you chose a premium delivery option, we refund the cost of our standard service only. If you keep part of your order, the delivery charge is not refunded.
  • When you'll get your refund: we will refund you within 14 days of receiving the goods back, or within 14 days of you providing proof that you've sent them, whichever is sooner.
  • How you'll be refunded: to your original payment method. Depending on your bank, it can take a further 3–5 days for the money to appear.

5. Returning with your own carrier

If you choose not to use our Royal Mail service, you are responsible for the postage cost and we will not deduct the £3.45 fee. Please use a tracked service and keep your proof of postage — we cannot refund items lost in transit.

Returns address:

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

6. Faulty, damaged or incorrect items

If an item arrives faulty, damaged or isn't what you ordered, please email hello@crossrow.co.uk with your order number and a photo. We will cover the return postage in full and there is no £3.45 fee.

Under the Consumer Rights Act 2015, if goods are faulty you have the right to a full refund within 30 days of receiving them. After 30 days you may be entitled to a repair, replacement or partial refund.

7. Exchanges

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

8. Exclusions

By law, the 14-day right to cancel does not apply to:

  • Items made to your specification or clearly personalised (for example, custom monogramming or bespoke fabric orders)
  • Gift cards

Sale and discounted items can be returned in the normal way. Your cancellation rights apply to them just as they do to full-price items.

9. Questions

Email us at hello@crossrow.co.uk and we'll help. We aim to reply within 1–2 working days.

Nothing in this policy affects your statutory rights as a consumer.