Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@crestwell.au. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@crestwell.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@crestwell.au.
Returns & Refunds
We want you to feel confident in your Crestwell purchase.
Each garment is crafted to order, and our policies are designed to reflect the care and intention behind every piece.
Order Cancellations (Before Dispatch)
As our garments are made-to-order, we begin production shortly after purchase.
Orders may be cancelled within 24 hours of purchase for a full refund.
After this time, cancellation requests may not be possible if production has commenced.
Made-to-Order Items
Each garment is made specifically for you.
For this reason, made-to-order items are not eligible for change-of-mind returns, unless required under Australian Consumer Law.
Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.
Change of Mind Returns
For non–made-to-order items (where applicable), we offer returns within 14 days of delivery, provided items are:
- Unworn, unwashed, and unused
- In original condition
Return shipping costs are the responsibility of the customer.
Full-priced items are eligible for a refund.
Items purchased at a discount of 30% or more are eligible for store credit only.Please note: Made-to-order garments are not eligible for change-of-mind returns.
How to Request a Return
- Email us at hello@crestwell.au within 14 days of delivery
- Include your order number and reason for return
- Await confirmation and return instructions before sending your item
Refund Processing
Approved refunds will be processed within 3–5 business days of receiving and inspecting the returned item.
Funds will be returned to your original payment method.
Faulty or Incorrect Items
If you believe your item is faulty, damaged, or incorrect, please contact us as soon as possible at hello@crestwell.au.
Where possible, please include images of the issue to assist with assessment.
We will assess the issue and, where required under Australian Consumer Law, provide a repair, replacement, or refund.
Please note:
As each garment is individually produced, slight variations in finish or texture may occur and are not considered faults.
Final Sale Items
Items marked as final sale are not eligible for return unless faulty or required under Australian Consumer Law.
