Help & FAQs

Most non customised items will be shipped within 1-3 days. If you have ordered a personalised item please allow 4-7 days for processing as we hand make all of these items in-house and they have to go through a rigid production process.

Once your order is submitted, we are not able to add an item to it. If the order hasn’t been processed, you can cancel the order and submit a new one with the items you desire. Contact us at hello@mycrewshop.com to check if the order has been processed or not. If the order was already processed you can always place a separate order for the additional items. 

As long as your order has not been processed or shipped, we can make changes to it or cancel it. It really depends on the demand but we will do everything we can to make it happen. 

Please note that we cannot accept cancellation, changes or returns on personalised products. All of our personalised products require up to 7 working days (excluding weekends) for processing and this does not not include shipping times.

So contact us at hello@mycrewshop.com  right away. Make sure to inform us about the changes you need to make (delivery address, product size, product design,etc.) at first contact. 

If we are not able to cancel your order, you can return it us once you receive it and request a refund or store credit.

If you received a wrong product or an item with a defect, please send an email to hello@mycrewshop.com with your order number, a quick description of the issue and a couple of pictures to illustrate the case. Unfortunately, printing (custom items) and shipping errors can happen. But there is no need to worry. We will assist you during the whole process. 

Yes! We ship worldwide! For international orders under $100, shipping can take 5-20 business days depending on location.

Please note that customs fees (taxes, duties, processing fees, brokerage fees, etc.) may apply for international shipments excluding EU countries. Contact your local customs office for additional info.

Please see our Delivery section for more about shipping.

We offer free domestic UK shipping for order value over £50.

We offer free USA shipping for order value over $100.

We offer free shipping to EU euro zone countries for order value over €100. 

Please note that customised orders require up to 7 working days for processing. Processing times are in addition to delivery times. Please check our Delivery Page for more information.

For UK customers ‘Next Day Delivery’ applies only to non-customised orders.

All orders are processed between Monday and Friday only excluding public holidays.

All non-customised orders are shipped within 1-3 business days. Orders with custom products can take a little more time to ship depending on product. Your items will ship as soon as they are ready and you will receive an email notification with the order’s shipping confirmation and it's tracking number.

If your order contains a variety of items, they may be shipped separately at no extra cost due to the different processing times and to assure a faster shipment. In this case, you will receive a shipping notification for each shipment.

Business days are Monday to Friday, excluding public holidays.

If you need to change your shipping address, please let us know as soon as possible, preferably within 2 hours of your purchase, so we can update this in our database. Alternatively, you can send us an email to hello@mycrewshop.com . Our email AI Agent is trained to change your address quickly and efficiently and it will confirm this back to you.

You should receive an order confirmation email shortly after placing your order. If you also need an invoice or VAT/TAX documentation for customs clearance in your country or for your records, please email us at hello@mycrewshop.com .

We will do our best to send the requested documentation to your email address within 24 hours.

International shipments are generally subject to customs fees (taxes, duties, processing fees, brokerage fees, etc. excluding EU countries). If you are from outside the UK,  your order may be charged by your country’s customs office, according to it's policy.

These costs are not included in the shipping charges and are your responsibility. We do not issue any type of refunds for customs fees and for shipping unless you reside in an EU country.

If you decide you do not want to pay the taxes or tariffs, you can refuse and return the item received by customs. A refund or store credit will be issued after deducting the original shipping fee and additional fees the return process may require.

We do not have a way of estimating customs fees, taxes, duties, etc. And we do not have control over the customs authorities in your country, so if you have specific questions about those charges, please, contact your local Customs office for additional information.

If you reside in any of the EU member states you do not have to pay any taxes or Custom fees to receive your goods as long as your order value is below 150 Euros.

Koolkrew LTD is enrolled in the EU IOSS Tax System which means we collect all the EU countries VAT taxes at checkout. (This will not affect your order value as all taxes are included in our prices). In return you will enjoy a smooth, fast and NO charge custom clearance for your order in your designated EU country.

If for any reason you have been charged a custom fee to receive your order please keep your receipt and we will request a full refund on your behalf. Please ensure that the receipt is clear and legitimate to avoid your claim being rejected.

For orders over 150 Euros unfortunately you will be liable for custom charges levied on your order. It might be a good idea to split your order if you think it will exceed the threshold limit.

For orders within the UK/EU we offer the following shipping methods:

Royal Mail Track UK Special Delivery Next Day (1 business day): Once the order ships, the delivery will be made the next business day.

Royal Mail EU Postal Tracking  (5-7 business days): Once the order gets shipped, it will be delivered within 7 business days.

Courier Delivery: EU/USA/Canada (2-4 business days)

Courier Delivery: Rest of the world: Please check our Delivery Section

Please note that if you expedite your order, it may still need 3-5 business day to process your order as most of our items are handmade. Check the processing time of your order to get an estimated shipping date and calculate which shipping method is more convenient. We'll send you an email with the additional charge as soon as the new shipping method is selected.

Also, bear in mind that all delivery types are only made during business days. No deliveries will be available on Saturday and Sunday or UK Holidays.

If you are interested in get your order expedited, contact us at hello@mycrewshop.com

Royal Mail may not be able to guarantee delivery times in certain situations: adverse weather, address/delivery issues, etc.

Please note that we are not VOEC-registered and therefore we do not collect VAT tax on behalf of the Norwegian Government. If you make a purchase on our website your order may be be subjected to tax, custom and handling fee by Norwegian Customs ( Tolletaten).

If you did not like the non personalised product you ordered or you want to try a different size or style? We got you covered. 

All products must be returned with original packing and in original condition.The return or exchange shipment must have a tracking number as proof and it should be sent to hello@mycrewshop.com . We are not liable for returns lost in transit.

Please note that we are unable to accept products that have been personalised unless the error was made by us.

If you return the item, a refund or a store credit with the original shipping fee deducted will be issued.

If you exchange for a different product, an additional shipping fee may be applied.

Refunds are processed within 7 days from when we receive the item(s).