COLLAR & LOOM
Personalised Garment & Returns Policy
Last updated: 28 September 2026
This policy explains how returns, cancellations, exchanges and refunds work for Collar & Loom products, including personalised rowing garments and club orders.
Nothing in this policy affects your statutory consumer rights.
1. Standard, non-personalised products
If you purchase a standard, non-personalised product online as a consumer, you will generally have a statutory right to cancel your order within 14 days of receiving the goods, subject to the applicable legal requirements.
You then generally have a further 14 days to return the goods after telling us that you wish to cancel.
Returned goods should be in a condition that allows us to assess them as we would in a shop.
You may handle the goods to the extent reasonably necessary to establish their nature, characteristics and functionality.
If goods have been unnecessarily handled or used beyond what is reasonably necessary, we may be entitled to account for any resulting reduction in value, where permitted by law.
2. Personalised garments
Personalised garments are garments made to your specifications or clearly personalised for you.
Examples include garments containing:
Your name
Your initials
A personal number
Individual embroidery
Individual printing
Bespoke design details
Other personal specifications
Because these products are made specifically for you, the statutory 14-day change-of-mind cancellation right may not apply.
This does not remove your rights if the garment is:
Faulty
Damaged
Not as described
Incorrectly personalised by Collar & Loom
The wrong item
Otherwise not in conformity with the contract
3. Customer personalisation errors
Please check all personalisation details carefully before submitting an order.
This includes:
Spelling
Names
Initials
Numbers
Sizes
Club details
Other personalisation instructions
If we manufacture the garment exactly according to the information supplied or approved by you and the information was incorrect, we may not be able to offer a refund or replacement simply because the personalisation was entered incorrectly.
Where possible, we will work with you to find a solution.
4. Incorrect personalisation by Collar & Loom
If Collar & Loom makes a mistake when applying your approved personalisation, please contact us.
Depending on the circumstances, we may offer:
A replacement
A repair
A refund
Another appropriate remedy
We may ask for photographs or other information to help us investigate the issue.
5. Faulty or damaged garments
If your garment arrives damaged or develops a fault, please contact us as soon as reasonably possible.
Please provide:
Order number
Description of the problem
Photographs where appropriate
Any other information reasonably required to investigate the issue
We will assess the issue and provide the appropriate remedy required by applicable consumer law.
This may include repair, replacement or refund.
6. Wrong item supplied
If we send you the wrong garment, size, colour or personalisation due to an error on our part, please contact us.
We will investigate and, where appropriate, arrange a replacement or refund.
7. Incorrect size selected by the customer
Customers are responsible for selecting their size using the sizing information provided by Collar & Loom.
For personalised garments, selecting an incorrect size does not normally give rise to a change-of-mind return where the garment has been clearly personalised or made to the customer's specifications.
For standard, non-personalised garments purchased online, applicable statutory cancellation rights may apply.
8. Exchanges
We may offer exchanges for standard non-personalised garments at our discretion, subject to availability.
Personalised garments generally cannot be exchanged simply because the customer changes their mind, selects the wrong size or no longer requires the garment.
This does not affect your statutory rights in relation to faulty, damaged, incorrectly supplied or misdescribed goods.
9. Club and bulk orders
Club orders may contain multiple personalised garments.
Before production begins, Collar & Loom may provide a club representative with an order summary, spreadsheet, design proof or other confirmation.
The club or nominated representative is responsible for checking:
Names
Initials
Sizes
Numbers
Colours
Garment types
Club logos
Design placement
Other order details
Where production begins following approval, changes may not be possible.
If an error in the approved information results in an incorrectly personalised garment, Collar & Loom may not be responsible for the error.
Where the error was made by Collar & Loom, we will investigate and provide an appropriate remedy.
10. Cancellation before production
If you wish to cancel a personalised order before production has started, contact us as soon as possible.
We will consider whether cancellation is possible.
If production, purchasing or personalisation work has already begun, cancellation may not be possible for personalised goods, subject always to your statutory rights.
For large club orders, cancellation terms may also be agreed separately in writing before production begins.
11. Cancellation of standard online orders
For standard non-personalised products purchased online, statutory cancellation rights may apply.
To cancel, contact us using:
Email: collarandloom@gmail.com
Please include:
Your name
Order number
Products being cancelled
Date of order
Confirmation that you wish to cancel
A clear statement that you wish to cancel is sufficient where the statutory cancellation right applies.
12. Returning goods
Where a return is authorised, we will provide instructions for returning the goods.
Unless the goods are faulty, incorrect or otherwise subject to a remedy requiring us to bear the return cost, the customer may be responsible for the cost of returning goods following a change-of-mind cancellation.
Goods should be returned securely packaged and with the relevant order information.
13. Refunds
Where a refund is due, we will normally refund the payment using the original payment method.
Where a statutory cancellation applies, refunds will be made in accordance with the applicable legal requirements.
Where permitted by law, we may wait until the goods have been returned or evidence of return has been provided before processing the refund.
14. Delivery charges
Where a statutory cancellation right applies, we will refund the standard delivery charge paid by the customer.
If the customer selected a more expensive delivery option, we are generally only required to refund the cost of the standard delivery service.
15. Sale items
Sale items have the same statutory rights as full-price products.
A reduced price does not remove your legal rights where an item is faulty, incorrectly described or otherwise does not conform to the contract.
16. Hygiene and condition
Customers should return garments in a condition that allows them to be assessed appropriately.
We may not accept a change-of-mind return where a product is excluded from the relevant statutory cancellation right or where applicable legal conditions for return have not been met.
This does not affect statutory rights relating to faulty goods.
17. How to contact us about a return
Please contact:
Collar & Loom
Returns email: collarandloom@gmail.com
Address: Collar and Loom, Unit 6A, Westfield Farm, Henley Rd, Medmenham, Marlow SL7 2TA
Please include your order number whenever possible.
18. Statutory rights
This policy does not replace or restrict any rights you have under UK consumer protection legislation.
Where a term in this policy conflicts with a mandatory legal right, the legal right will take precedence.