Personalised and custom-made goods
House Charters and many Crest & Co. products are personalised or made to order. Change-of-mind cancellation rights can differ for genuinely personalised goods, but goods must still be as described, of satisfactory quality and fit for purpose.
Faulty, damaged or materially not as described
If an order arrives faulty, damaged, or materially different from what was agreed, contact Crest & Co. as soon as reasonably possible. Include your House name, checkout email and photographs where they help show the problem. We will review the issue and work to put it right.
Spelling or personalisation errors
If you notice a spelling or personalisation mistake after checkout, contact us as soon as possible. If production has not started, we will try to correct it. Once a bespoke item has entered production, a requested change may no longer be possible.
Returning an item
Please contact Crest & Co. before sending anything back. We can confirm the appropriate next step and, where a return is required, provide the correct return instructions.
Refund timing
Where a refund is agreed, it is returned through the payment method used for the order. Bank or card-provider processing times can apply after the refund has been issued.
Need help before ordering?
Contact Crest & Co. with a question about a product, personalisation, delivery or an existing order.