At Celtic & Co., we craft each piece—from our cosy British Made knitwear and timeless shearling coats to our enduring footwear and accessories—with the intention that it becomes a cherished part of your wardrobe for years to come. We understand, however, that sometimes an item may not be the perfect fit for your journey. Our returns and exchanges policy is designed with the same care, integrity, and transparency that guides our craftsmanship, ensuring a process that is as thoughtful as our products.

Our Returns & Exchanges Policy

We gladly accept returns and exchanges for full-priced items within 15 days of you receiving your order. To be eligible, items must be unworn, unwashed, and in their original condition with all tags attached and in the original packaging.

Please Note: To uphold our standards of quality and hygiene, the following items from our collections are non-returnable unless faulty:
  • Cleaning, Care Products and Insoles (for health and safety reasons).
  • Gloves and Hats (due to their personal nature and close fit).
  • Any item that has been personalised, made-to-order, or is marked as final sale.
This policy reflects our commitment to the well-being of our entire community and the integrity of our products.

How to Initiate a Return or Exchange

To begin the process, please contact our dedicated customer service team within the 15-day window. This allows us to provide you with personalised instructions and a returns authorisation.

  1. Contact Us: Email us at [email protected] using the template provided below. Please include your order number and details about the item(s) you wish to return or exchange.
  2. Receive Instructions: We will respond promptly with a Returns Authorisation Number and detailed instructions on where to send your package.
  3. Ship Your Return: Securely package the item(s) in their original condition and mail them to the provided address. We recommend using a tracked and insured service, as you are responsible for the return shipping costs and the parcel until it reaches us.
  4. Inspection & Processing: Once received at our workshop, our team will inspect the item(s). We will notify you via email once the process is complete.

Return & Exchange Request Email Template

To ensure we have all necessary information, please use the following template when contacting us:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Celtic & Co. Customer Service Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Please insert your order number] Name: [Your Full Name] Email: [The email used on the order] Item(s) for return/exchange: – Product Name: [e.g., Classic Wool Cardigan] – Size: [e.g., Medium] – Colour: [e.g., Natural Cream] – Reason: [e.g., Incorrect size / Change of mind] For exchanges, my preferred replacement item is: – Product Name: [If known] – Size: [e.g., Large] – Colour: [e.g., Natural Cream] Please provide the returns authorisation and shipping instructions at your earliest convenience. Thank you for your assistance. Best regards, [Your Name]

Refunds & Credits

Upon approval of your return:

  • Refunds: We will issue a refund to your original payment method. Please allow up to 10 business days for the refund to be processed and appear in your account, depending on your bank or card issuer.
  • Exchanges: For size or colour exchanges, we will ship the new item once the return is 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.
  • Original Shipping Costs: The original shipping fee is non-refundable, unless the return is due to our error or a faulty item.

Please note, as a global brand serving customers worldwide (excluding only some remote locations and parts of Asia), all refunds are processed in US Dollars (USD), the currency in which your transaction was originally processed.

Faulty or Incorrect Items

In the rare event you receive a faulty item or an item different from what you ordered, please contact us immediately at [email protected]. We will arrange a prepaid return label and expedite a replacement or full refund, including any shipping costs, at no charge to you.

Need Further Assistance?
Our customer service team, upholding our ethos of care and integrity, is here to guide you.
Email: [email protected]
Postal Address: Celtic & Co., 4209 Mulberry Street, Houston, US 77006

Thank you for being part of our global community. We are honoured to contribute to your wardrobe of intentional, enduring pieces.