FAQ

Crew Tags are used to distinguish your luggage from the luggage of other travellers. The PVC tags are similar in size to a credit card and are made of the same material, a 760 micron thick durable plastic.

The Metal Tags are made of lightweight aluminium covered with a crystal clear enamel effect coating and are exclusive to us. Our metal tags are available in four formats, Rectangular, Square, Round and Heart Shaped.

Side A has an attractive image relating to your airline or your own chosen design.

Side B has up to 5 lines of your chosen text, i.e. your name, address, tel no etc.

The printing is incredibly tough, it will not rub off or fade on your journeys around the globe.

We are always adding new airlines and travel related theme products to our collections. 

Got a suggestion? Send us the 3-letter code of the airport or the airline that you want to see produced.

Subscribe to our newsletter and stay updated on new arrivals and receive special offers first.

No, anyone can buy any of our products!....If you are not crew we can remove the word 'CREW' and customise the product accordingly.

We welcome all kind of event, from small familiar up to huge corporate ones. Our travel-inspired products are the perfect fit for your next corporate retreat, company event, destination wedding and more. Small or large quantities, fast turnaround, bulk discounts and worldwide shipping. Let us know what kind of event you are planning and we will help you with some product ideas. Contact us at sales@koolkrew.com for additional information.

Yes you can now make and preview your own designs online using our latest 'Design Online' software.

We have a variety of gifts and products you can design online including the full range of our popular luggage tags.

We are always adding new products please check back or sign up to our newsletter for regular updates.

We strive hard to produce the best possible quality for our customers and therefore, as with any company, we are entitled to add our logo to our products. We consider the mark of the Kool Krew logo as a sign of our pride in our brand. 

Yes! We ship worldwide! For international orders, shipping can take 5-20 business days depending on location.

Please note that customs fees (taxes, duties, processing fees, brokerage fees, etc.) may apply for international shipments. Contact your local customs office for additional info.

Please see our Delivery section for more about shipping.

Please note that customised orders require up to 7 working days for processing. Processing times are in addition to delivery times. Please check our Delivery Page for more information.

For UK customers ‘Next Day Delivery’ applies only to non-customised orders.

All orders are processed between Monday and Friday only excluding public holidays.

All non-customised orders are shipped within 1-3 business days. Orders with custom products can take a little more time to ship depending on product. Your items will ship as soon as they are ready and you will receive an email notification with the order’s shipping confirmation and its tracking number.

If your order contains a variety of items, they may be shipped separately at no extra cost due to the different processing times and to assure a faster shipment. They may also be shipped from separate locations. In this case, you will receive a shipping notification for each shipment.

Business days are Monday to Friday, excluding public holidays.

All our products are hand made and shipped from our studios in London, U.K .

Shipping prices will vary based on the items you have in your cart. Start adding the items you would like to purchase in your cart and the page will give you the shipping rates. 

You will also be able to check the shipping rate once you proceed to checkout (that does not make you complete your purchase nor will charge you). After filling in the billing and shipping address information in the indicated fields, the page will give you the shipping charges. 

Please note that customs fees (taxes, duties, processing fees, brokerage fees, etc.) may apply for international shipments. Contact your local customs office for additional info.

International shipments are generally subject to customs fees (taxes, duties, processing fees, brokerage fees, etc.). If you are from outside the UK,  your order may be charged by your country’s customs office, according to its policy.

These costs are not included in the shipping charges and are your responsibility. We do not issue any type of refunds for customs fees and for shipping.

If you decide you do not want to pay the taxes or tariffs, you can refuse and return the item received by customs. A refund or store credit will be issued after deducting the original shipping fee and additional fees the return process may require.

We do not have a way of estimating customs fees, taxes, duties, etc. And we do not have control over the customs authorities in your country, so if you have specific questions about those charges, please, contact your local Customs office for additional information.

If you reside in any of the EU member states you do not have to pay any taxes or Custom fees to receive your goods as long as your order value is below 150 Euros.

Koolkrew LTD is enrolled in the EU IOSS Tax System which means we collect all the EU countries VAT taxes at checkout. (This will not affect your order value as all taxes are inclusive in our prices). In return our customers will enjoy a smooth, fast and NO charge custom clearance for your orders in your designated EU country.

If for any reason you have been charged a custom fee to receive your order please keep your receipt and we will request a full refund on your behalf. Please note that although we will submit a 'request for refund' on your behalf this is not necessarily actioned by all countries. If this is the case we are not liable for the custom fees.

For orders over 150 Euros unfortunately you will be liable for custom charges levied on your order. It might be a good idea to split your order if you think it will exceed the threshold limit.

For orders within the UK/EU we offer the following shipping methods:

Royal Mail Track UK Special Delivery Next Day (1 business day): Once the order ships, the delivery will be made the next business day.

Royal Mail EU Postal Tracking  (5-7 business days): Once the order gets shipped, it will be delivered within 7 business days.

Courier Delivery: EU/USA/Canada (2-4 business days)

Courier Delivery: Rest of the world: Please check our Delivery Section

Please note that if you expedite your order, it may still need 3-5 business day to get ready and shipped. Check the processing time of your order to get an estimated shipping date and calculate which shipping method is more convenient. We'll send you an email with the additional charge as soon as the new shipping method is selected.

Also, bear in mind that all delivery types are only made during business days. No deliveries will be available on Saturday and Sunday or UK Holidays.

If you are interested in get your order expedited, contact us at orders@koolkrew.com

Royal Mail may not be able to guarantee delivery times in certain situations: adverse weather, address/delivery issues, etc.

Once your order is submitted, we are not able to add an item to it. If the order hasn’t been processed, you can cancel the order and submit a new one with the items you desire. Contact us at info@koolkrew.com to check if the order has been processed or not. If the order was already processed you can always place a separate order for the additional items.

As long as your order has not been processed or shipped, we can make changes to it or cancel it. It really depends on the demand but we will do everything we can to make it happen. 

So contact us at orders@koolkrew.com right away. Make sure to inform the changes you need to make (delivery address, product size, product design,etc.) at first contact. 

If we are not able to cancel your order, you can return it us once you receive it and request a refund or store credit.

If you received a wrong product or an item with a defect, please send an email to orders@koolkrew.com with your order number, a quick description of the issue and a couple of pictures to illustrate the case. Unfortunately, printing (custom items) and shipping errors can happen. But there is no need to worry. We will assist you during the whole process.

If you did not like the product or do you want to try a different size or style? We got you covered. Enter the name and the email address you used to make your purchase and the order number on the Return & Exchange page. After submitting the form, you will receive an email with the next steps. Once we receive your order back, we will ship the new items or issue the refund.

All products must be returned with original packing and in original condition. The return or exchange shipment must have a tracking number as proof and it should be sent to orders@koolkrew.com We are not liable for returns lost in transit.

Please, do not use the address on the package. Wait for your request to be approved. In the confirmation email, you will find the return address to send back the items.

Please note that we are unable to accept products that have been personalised unless the mistake was made by us.

If you return the item, a refund or a store credit with the original shipping fee deducted will be issued.

If you exchange for a different product, an additional shipping fee may be applied.