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Returns

We hope you are delighted with your order. However, if you are not happy with a product you will have 14 days from receiving your order to notify us

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and be returned in appropriate packaging.

To start a return, you can click this link. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted. Return postage is to be paid by the customer, this is deducted from the refund amount received at a fixed rate of £3.95.

You can always contact us for any returns questions at online.shop@crisis.org.uk.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item.

Non-returnable item

Certain types of items cannot be returned due to hygiene reasons. We cannot accept returns on earrings, intimate apparel or swimwear.

Please get in touch if you have questions or concerns about your specific item at online.shop@crisis.org.uk.

CRISIS BRANDED MERCHANDISE

Items brought from our Crisis Branded Merchandise range are custom made to order and are not refundable, this does not affect your statutory rights.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved, or not. If approved, you'll be automatically refunded on your original payment method.

Please see Furniture return policy below for Furniture refunds 

Please remember it can take some time for your bank or credit card company to process and post the refund too. If you have not received a refund in your account after more than 14 days, please contact your bank.

FURNITURE FROM CRISIS

Please ensure that you are satisfied with your decision before you commit to buy. We cannot accept returns due to change of mind, but can refund if the item arrives as faulty, not as described or damaged if contacted within 28 days from delivery date. 

To request a furniture refund please contact ben.lunt@crisis.org.uk