Refund & Tax Policy
We are committed to bringing you high quality needlework experiences, which is reflected in the choice of materials included in our kits. If, however, you are unsatisfied for any reason, we are happy to refund the whole amount to you on receipt of the product you have purchased. Refunds will be accepted within a 30 day period of when you receive the product.
All items should be returned new, unused and in original Crewel Work Company packaging.
All successfully returned items will be credited to the card used when placing the order, less any shipping costs, international taxes or import duties incurred. For payments made by PayPal, refunds will be credited to your PayPal account and will be visible immediately. Reimbursement time to the credit card associated with your PayPal account depends on the company that issued the card.
Parcels are returned at your own cost, and it is advised that you obtain a free certificate of postage from the Post Office or any courier company of your choice, as we can only be responsible for your parcel once it has been received into our offices. We can also arrange for our courier company to collect the parcel. You will need to be at the provided address to hand over the parcel, and there is a charge for this service.
As the responsibility for international customs duties and local VAT/GST (outside of the EU) lie with the customer, The Crewel Work Company are unable to refund any charges incurred upon delivery of the order. However, you may be able to recover these by contacting your local customs bureau directly.
Please note, items should not be returned to us without prior notice.
Shipping costs will be refunded for items that are incidentally delivered in a damaged or in a faulty condition and for orders cancelled before dispatch under the Distance Selling Regulations (DSRs).
All orders should be returned to The Crewel Work Company, The Appleby Hub, Chapel St, Appleby-in-Westmorland CA16 6QR, United Kingdom. You will be notified by email once your return has been received and processed by a member of our team.
For additional help or queries regarding the returns process, simply contact us.
Depending on which country we are sending your goods to you may incur import duties.
We are sorry that we cannot deduct VAT when charging for goods. However, if you work for the Foreign, Commonwealth & Development Office; are a resident in the Channel Islands and qualify for a VAT refund; or are entitled to a Medical VAT refund, then please email firstname.lastname@example.org after your goods have been delivered, and we can make the necessary arrangements.
Tax free shopping
In line with UK Government legislation changes, Tax Free Shopping is no longer available in the UK as of 1 January 2021.