Contact us before returning an item.

Email service@brookcrate.com with your order number, the item concerned, the reason for the request, and photographs where relevant. Do not send an item to an address that has not been confirmed by our team.

Return condition.

Unless an item is defective, damaged, incorrect, or covered by an approved exception, returned products should be unused, clean, complete, and in their original packaging where reasonably possible.

Items damaged through misuse, alteration, improper care, or ordinary wear may not qualify for a refund.

Refund review.

After an approved return is received and inspected, we will review the request and notify the customer of the outcome. Approved refunds are generally issued to the original payment method. The time required for the refund to appear may depend on the payment provider or financial institution.

Damaged or incorrect items.

If an item arrives damaged, defective, or different from the item ordered, contact service@brookcrate.com promptly with photographs and order details so our team can review the situation.