Refund policy
RETURNS & REFUND POLICY
Last updated: 24 August 2026
We want you to be happy with your CRAYLABEL order. If you need to return an item, please read the policy below.
Nothing in this policy affects your statutory rights under UK consumer law.
1. CHANGE OF MIND RETURNS
If you purchase from us online, you normally have the right to cancel your order within 14 days of receiving your goods.
To exercise your right to cancel, please contact us at:
Please include your name and order number.
Once you have notified us that you wish to cancel, you must return the goods to us within 14 days.
2. RETURN CONDITION
Returned items should be:
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unworn;
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unwashed;
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unused;
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free from marks, stains, odours or damage;
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returned with original tags attached where applicable; and
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returned in substantially the same condition in which they were received.
You may inspect the item in the same way that you reasonably could in a physical shop.
If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics or fit, we may be entitled to reduce your refund to reflect any loss in value, where permitted by law.
3. RETURN SHIPPING
Unless the item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning the item to us.
We recommend using a tracked delivery service, as you are responsible for the item until it reaches us.
Please retain your proof of postage.
Returns should be sent to:
CRAYLABEL
Cawley Place
15 Cawley Road
Chichester
West Sussex
United Kingdom
PO19 1UZ
Before returning an item, please contact info@craylabel.co.uk with your order number.
4. REFUNDS
Once your return has been received and assessed, we will process any refund due.
Refunds will normally be issued to the original payment method used when placing the order.
Where you have exercised your statutory right to cancel, we will refund the amount required under applicable UK consumer law.
This will normally include the cost of our standard delivery option where legally required.
If you selected a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
We may withhold the refund until we have received the returned goods or you provide evidence that you have returned them, where permitted by law.
Please note that your bank or payment provider may take additional time to show the refund in your account after it has been processed by us.
5. FAULTY, DAMAGED OR INCORRECT ITEMS
If your item arrives:
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faulty;
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damaged;
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incorrect;
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not as described; or
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otherwise not compliant with your legal rights,
please contact us at:
Please include:
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your order number;
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a description of the issue; and
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photographs of the item where appropriate.
We will review the issue and arrange the appropriate remedy in accordance with UK consumer law.
Where an item is confirmed to be faulty, damaged or incorrect, you will not be expected to bear reasonable return costs where the law requires us to cover them.
6. PRE-ORDERS
Items purchased on pre-order are subject to the same statutory cancellation rights as other eligible online purchases.
You may normally cancel a pre-order before dispatch by contacting:
If the item has already been dispatched, the normal returns process set out in this policy will apply.
Estimated dispatch or delivery dates for pre-order items may change. If there is a significant delay, we will provide updated information where reasonably possible.
7. EXCHANGES
If you would like a different size or item, please contact us at info@craylabel.co.uk.
Exchanges are subject to stock availability.
Where an exchange is not available, you may return the eligible item for a refund and place a new order.
8. NON-RETURNABLE ITEMS
Certain items may not be eligible for change-of-mind returns where an exemption under applicable consumer law applies.
This may include certain products that have been:
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personalised;
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customised;
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made to a customer's specification; or
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sealed for hygiene reasons and unsealed after delivery, where the applicable legal exemption applies.
Any relevant return restriction will be clearly stated on the product page before purchase.
This does not affect your rights where an item is faulty, damaged or not as described.
9. SALE AND DISCOUNTED ITEMS
Sale or discounted items may still be returned where you have a legal right to do so.
Buying an item in a sale does not remove your statutory consumer rights.
10. DELIVERY ISSUES
If you believe your order has been lost, significantly delayed or delivered incorrectly, please contact us at:
Please include your order number and delivery details so we can investigate.
11. CONTACT US
For any questions regarding returns, refunds, exchanges or your order, please contact:
CRAYLABEL
Cawley Place
15 Cawley Road
Chichester
West Sussex
United Kingdom
PO19 1UZ
Email: info@craylabel.co.uk
Website: craylabel.co.uk