At Celtic & Co., we are dedicated to crafting enduring pieces—from our cosy British Made knitwear and timeless shearling coats to our durable footwear and accessories—with the intention that each item becomes a cherished part of your wardrobe for years. Our shipping and returns policies are designed with the same care, integrity, and transparency that guide our craftsmanship, ensuring an experience as thoughtful as our products.
Shipping Information
We are proud to serve a global community of considered consumers who value quality, heritage, and intentional design. Please see below for our shipping details.
Order Processing
All orders are carefully hand-packed at our workshop. Please allow 1-2 business days for order processing before your item is dispatched.
Shipping Methods & Delivery Times
We offer two reliable shipping options to suit your needs:
- Standard Shipping: Shipped via DHL or FedEx.
- Delivery within 10-15 business days after dispatch.
- A flat fee of $12.95 applies to all orders.
- Free Shipping: Shipped via EMS.
- Delivery within 15-25 business days after dispatch.
- This method is free for all orders over $50.
Please note: We ship worldwide, excluding only some remote locations and parts of Asia. Delivery times are estimates and may vary slightly depending on your local customs processing.
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.
Non-Returnable Items
To uphold our standards of quality, hygiene, and the personal nature of certain items, the following 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.
- Contact Us: Email us at [email protected] using the template provided below. Please include your order number and details about the item(s).
- Receive Instructions: We will respond promptly with a Returns Authorisation Number and detailed instructions on where to send your package.
- 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.
- 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
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 & Exchanges
- Refunds: Upon approval, 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, 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.