Return, Exchange and Refund Policy
At the PILOT & CREW Store, we understand that choosing the perfect size and color can sometimes be a challenge when shopping online. To ensure you have an effortless and satisfying shopping experience, we encourage you to reach out to us if you have any doubts or questions about sizing or color choices before placing your order.
We are here to help
Our dedicated team is here to assist you in making the right decisions, providing personalized guidance tailored to your preferences. By getting in touch with us before making your purchase, you can minimize the likelihood of returns and ensure that you receive exactly what you're looking for.
Not only does this streamlined approach contribute to a more seamless shopping journey for you, our valued customer, but it also promotes sustainability and cost-effectiveness for both you and PILOT & CREW Store. We believe in fostering a community where your satisfaction is our top priority, and your proactive communication plays a key role in achieving that.
Feel free to contact us at info@pilot-crewstore.com with any inquiries or uncertainties you may have. We're here to assist you in every step of your shopping experience, ensuring that you find the perfect fit and color that suits your style.
Thank you for choosing PILOT & CREW Store – where your satisfaction takes flight!
Our return policy spans a duration of 14 days from the date of item receipt, allowing you to initiate a return within this timeframe.
For a successful return, your item must maintain its original condition – unworn, unused, with tags intact, and in its original packaging. Additionally, please ensure you have the receipt or proof of purchase if the transaction did not occur online.
To initiate a return, kindly contact us via info@pilot-crewstore.com. It's crucial to note that sending back items without prior return request will result in non-acceptance. The responsibility for return shipping costs rests with the customer.
For return shipments, please use the following address:
PILOT & CREW Store
Monseigneur van Hooydonkstraat 6,
4711 ED Sint Willebrord,
The Netherlands.
Damages and issues
Please carefully examine your received order, and promptly get in touch with us should you find any defects, damages, or if you have received an incorrect item. This will enable us to assess the situation and take appropriate measures to rectify it. Kindly provide us with a photograph depicting the condition of the received package.
Exceptions / non-returnable items
To request a size or color exchange, kindly send back the item in a resaleable condition to the provided address. The customer is responsible for the shipping costs associated with the return. The Pilot & Crew Store will cover the shipping costs for sending the exchanged items back to the customer.
Exchanges
If you would like to exchange an item for another size or colour, please return the item in a resellable condition to the address above. Shipping costs for the return are at the expense of the customer.
Shipping costs for exchanged items to the customer will be at the expense of The Pilot & Crew Store.
European Union 14 day cooling off period
Despite the aforementioned, if the goods are being shipped to the European Union, you are entitled to cancel or return your order within 14 days, without providing any reason. It is essential that your item is in the same condition as when you received it – unworn, unused, with tags, and in its original packaging. Additionally, you must provide the receipt or proof of purchase.
Please be aware that if you choose to exercise your right to cancel and return your order, the shipping costs will not be reimbursed. In the case of orders that were initially shipped free of charge, the original shipping costs will be deducted from the total order amount.
Refunds will not be issued for items that are returned in a worn and/or damaged condition.
Returned items
All items for return must be in a condition suitable for resale. A repacking fee of €15 will be applied to items that have been worn (including fitting), requiring refolding and/or repackaging. Please note that shipping costs are non-refundable.
Refunds
We'll inform you once we receive and inspect your return, notifying you of the refund status. If approved, the refund will be processed automatically to your original payment method within 10 business days.
Returns of items in a non-resellable condition will not be refunded. A repackaging fee of €15 may be applied if the returned items require repacking. Please note that shipping costs are non-refundable. Keep in mind that it may take some time for your bank or credit card company to process the refund.
If more than 15 business days have elapsed since the approval of your return, please reach out to us at info@pilot-crewstore.com.