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.

Contact Us

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.

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.

CONTACT US

Return and Exchange

In case you ordered the wrong size or colour and you wish to exchange the item(s), please inform us first by sending an email to info@pilot-crewstore.com.

Procedure:

  1. Upon approval, we will instruct you further and send you a return shipping label.
  2. Order the new item in the correct size on our website.
  3. Once we have received the return, we will start the refund process of your initial order.

Please note: return shipping costs will be the responsibility of the customer.

Returns need to be shipped to:

PILOT & CREW Store
Monseigneur van Hooydonkstraat 6
4711 ED Sint Willebrord, The Netherlands

Terms and Conditions

Return Eligibility

Customers have a 14-day cooling-off period in accordance with European consumer protection laws. Returns must be initiated within this timeframe.

Non-Returnable Items

  • Hosiery, worn or washed clothing, and customized or embroidered garments are not eligible for return.
  • Items must be unworn, unused, in original packaging, with tags attached.

Guidelines for Returns

  • Pilot Shirts: Must be in resalable condition (unwrinkled, properly folded, and with tags attached). Shirts needing repacking will incur a €15 handling fee.

Proof of Purchase

Returns require a receipt or proof of purchase. Items should be returned in the same condition as received.

Return Procedure & Fees

  • Initiate returns via email: info@pilot-crewstore.com.
  • Customers bear return shipping costs, and for free shipping orders, the original shipping fee will be deducted from refunds.
  • Returns from outside the EU may incur import duties and VAT, which will be deducted from the refund.

Refunds & Exchanges

  • Refunds are processed within 10 business days after return approval but may take longer depending on the bank or credit card provider.
  • For exchanges, the customer pays return shipping, while the store covers shipping costs for the replacement item.

Incorrect Sizing Policy

  • Customers are responsible for selecting the correct size.
  • Exchanges for incorrect sizes are allowed, but associated costs (return and reshipping) are the customer’s responsibility.

Customer Support

For assistance or concerns, contact info@pilot-crewstore.com. Returns without prior authorization will not be accepted.