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Returns and Exchanges

Placing an order or looking to return an item?

Returns and Exchanges Policy

Due to the nature of our business Create Identitee Limited are not able to offer refunds or exchanges for any customised and/or personalised items. This does not apply to logo'd non personalised school items)

Create Identitee will only accept for return or exchange, items that are purchased from stock (not ordered specifically in), with packaging and with tags in place. These must be in a new  condition, unworn, unaltered and free of damage.

Any items accepted by Create Identitee for exchange or refund must be returned to us within 28 days of purchase.

All sale items are non returnable.

All returns and exchanges are considered on an individual basis and are at the discretion of the Management of Create Identitee Limited.

How to Process a Return or Exchange

In order for us to process your return or exchange please email the relevant department and one of our team will contact you.

Please ensure that you include your order number, brief description and nature of return/exchange in your email and we will be able to track the transaction and arrange to process this for you.


Shipping Costs for Exchanges/Refunds

In cases where the return or exchange is due to an error on Create Identitee's part, Create Identitee will  pay for the return shipping costs (and any re-shipment costs in the case of exchanges).

If the return or exchange is not due to an error on Create Identitee's part, the customer is responsible for the return shipment costs and will be billed accordingly,


  • If you paid by credit card or PayPal, refunds will be made directly to the card or PayPal account used to purchase the item.
  • If you requested an invoice and the invoice has not been paid at the time of the return or exchange, the amount of the item you are returning or exchanging will be deducted from the original invoice. You will be re-issued an updated invoice to be paid in full according to the standard policies.
  • If you paid by cash, refunds will be made directly through the shop.

Returning Items for Exchange

  • All returned goods must be unused and in the condition they were in at the time of shipping.
  • All returned items must be packed in a clean box suitable for this purpose and should be returned using a prepaid, insured and traceable method.
  • Tracking numbers MUST be provided via email.
  • Returned items must be delivered within 28 days of purchase.
  • All returned merchandise must have accompanying paperwork so that we can identify your order (order numbers must be given).
  • Prior to returning any merchandise please inform us via email.
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