These terms apply to all countries and were last modified on 28th November 2016.


the Company shall mean Koolkrew

the Customer shall mean any individual wishing to purchase products from the Company.

Any order from a customer from Koolkrew is deemed to constitute acceptance of the following terms and conditions.

We reserve the right to refuse to supply any individual or company.

1. About Us

1.1 Koolkrew is an online retailer offering personalised luggage tags and travel accessories for airline crew and non crew through our online shop. Our design studio is based in London, UK. We can be contacted via email using the contact form on our website.

2. Purchasing & Products

2.1  Simply browse our shop categories and add the required items to your shopping bag. Please complete all the required personalization fields, unless you prefer to send this information via email after ordering. When you have finished selecting your items, hover over your shopping basket (which will display a list of all your items) and click ‘Checkout’. You will then be guided through the three stage checkout process. If you need assistance at any stage in the process call us or send a message through the contact page – including your contact number so we can assist you.

2.2  Payment Methods
We accept credit card, Paypal and bank transfer. Credit cards accepted are Mastercard, Visa. Debit Card & Electron and Solo. We can also accept payment via bank transfer.  All payments are in GB Pounds. Payment must be received before goods will be dispatched. 

2.3  When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that all the items ordered are available. All stock is subject to availability and we reserve the right to cancel part or all of your order and to process a refund for the unavailable items. You will be notified via email if any items are unavailable or cannot be dispatched within 5 working days. If an item is temporarily out of stock, you will given an estimated dispatch note and have the right to cancel part or all of your order.

2.4  Personalised Luggage Tags and Customised Items
The Customer will be provided with a full set of text and layout proofs to illustrate the personalised wording for each item to be produced. These will be provided in PDF form via email - but will also be available in paper form via post if requested. The Customer undertakes to thoroughly check all proofs provided before emailing (to confirm PDF proofs) or signing (for paper versions) in acceptance of their content. Koolkrew will not be liable for any errors later discovered by the Customer which were signed-off at the proofing stage.

2.5  All illustrations, designs and general descriptions contained on the Koolkrew website or otherwise provided to the customer are intended for general guidance only and shall not be binding on koolkrew and are only approximate indications of the type, size or colour of goods and are intended to represent a general idea of the goods described therein and the sales of such goods shall not be reference thereto. The customer understands that designs are handmade and each individual representation is therefore unique. The customer shall take the goods at his own risk as to their corresponding with such examples or as to their quality, condition or sufficiency for any specific purpose to the extent allowable under the Sale of Goods Act 1979.

2.6  For the avoidance of doubt Koolkrew reserves the right to refuse, or cancel and refund any order at our discretion.

3. Delivery & Handling

3.1  We accept orders from customers worldwide.

3.2  Koolkrew accepts orders on the understanding that delivery is subject to availability. Should an item not be available, the customer will be informed and an alternative offered. If the alternative is not acceptable, or available a refund will be offered.

3.3  Delivery Charges Information
Delivery charges are based on the weight of the products ordered. The cost (and upgrade option cost where applicable) is calculated when items are added to your shopping basket.

3.4  Please Note for all Deliveries.
Should you choose to enter a place of delivery, rather than in person to the delivery address i.e. back of the garden gate, in wendy house, behind plant pot, we will not be held responsible for the items should they not be received.

3.5  Delivery Schedule
We endeavor to dispatch all non-personalised orders within 3 working days of the order being placed., subject to stock availability. Personalised items are normally dispatched within 7 working days, following a proof approval process where necessary. Check our delivery section for more details. Only high value orders are sent via a guaranteed service, which provide tracking information. Most orders will be sent via UK Royal Mail standard services or Standard Parcels. These are not guaranteed services and can take up to 14 days for delivery. Should your order be required by a specific date, please email or call us to let us know and we will endeavor to meet your deadline. The delivery time of your order will depend on the service chosen and on the weight and size of your order.

3.6  For all orders that are not received, we require the failure of delivery to be reported to us in writing within 28 days of the date of purchase, except for non personalised orders which need to be reported within 60 days after purchase. Failure to do so will forfeit any subsequent claim.

3.7  Back Orders
If your item is not in stock, we will back order for you. Should you not wish to wait for this item to return to stock you can contact us to cancel or to substitute your item. Back ordered goods do not incur any further postage charges.

3.8  Any dates quoted for delivery of orders are approximate only and Koolkrew shall not be liable for any delay in delivery of the orders however caused. Time for delivery shall not be of the essence.

4. Credit Card Security

4.1  The checkout system within the Website is a secure area and is certified as secure for financial transactions. All credit/debit card transactions are processed through a secure server. We do not hold your credit/debit card information on our web-server.

5. Contacting Us

We are completely dedicated to your total satisfaction. If you have any suggestions or comments please feel free to contact us.

5.  Email
Please use our Contact form as we avoid publishing our email addresses in an effort to reduce the number of spam emails we receive. As soon as you use our form you will receive an email response which you can then reply directly to.

6. Returns Policy

Please do not return any item without a Returns Reference Number. To contact us about a return, please reply to your order confirmation email.

6.1  Stationery Items
As most of our luggage tags are personalised with your individual details, refunds and exchanges will only be made if the stationery is faulty or does not meet the specifications of your order. This does not affect your statutory rights.

6.2  Faulty / Incorrect Goods
Items which arrive damaged or faulty, or incorrectly supplied must be notified in writing within 14 days of receipt. We will replace or refund the damaged goods as required. If the entire order is faulty or incorrect and a refund is requested, the original delivery charge will also be refunded. If we require the item(s) returned, we will pay the cost of the return postage via 1st class registered post for which you will be required to retain the proof of post from the dispatching post office.

6.3  Non-Faulty Goods
If you are not completely satisfied with your non-personalised item, you may return it to us within 14 days of receipt in unused condition in its original packaging. You will be refunded the purchase price for the product(s) returned. Delivery charges will not be refunded.

6.4  Distance Selling Act
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at

6.5  How to Arrange a Return
Firstly, please contact us within 14 days of receiving your order by replying to your order confirmation email. Include full details of the items you wish to return and the reason(s). If your return request is accepted you will be emailed a Returns Reference Number. Package your items for return securely and send them with a copy of the original invoice, with the Returns Reference Number written on the invoice. We cannot accept responsibility for the safe return of these goods, therefore it is advisable that a proof of postage is obtained, should the goods fail to reach us, this will aid in any claim you may wish to make with your chosen courier. If we have agreed to pay the return postage, please send the items back via 1st Class Recorded service and retain the proof of postage. A refund will then be made either directly to your credit/debit card (if this was the original payment method), or via cheque.

6.6  Product offers and Discounts
Please note any returns which invalidate a promotional offer or discount, such as minimum spend discounts that are no longer valid after returning part of an order shall be void.

7. Liability

7.1  Koolkrew is not liable for direct, indirect, incidental, consequential, punitive, or other damages (including, but not limited to, economic losses, lost profits, lost revenues, or lost data) arising out of the access to or inability to access to this Website even if advised of the possibility of such damages.

7.2  Whilst every effort is made to ensure that the information on the Koolkrew website and all company literature is correct the company reserves the right to correct any errors at any time. Should an error be corrected following order confirmation the customer will be given 14 days to cancel their order from the date of notification of the error rectification.

7.3  Every care has been taken to describe items as accurately as possible, however slight variations may occur with colour reproduction or text descriptions. All product sizes quoted are approximate. Koolkrew shall not be liable for any consequential loss whether this arises from breach of duty in contract or any other way. Liability for any claim shall not exceed the price of the goods supplied. This does not affect your statutory rights.

7.4  These User Terms are governed by the laws of England, and subject to the non-exclusive jurisdiction of the English Courts.

7.5  Koolkrew shall not be liable to the customer or be deemed in breach of the agreement by reason of any delay in performing, or any failure to perform any of the Company’s obligations in relation to the goods if the delay or failure was due to any cause beyond the Company’s reasonable control. Without prejudice to the generality of the foregoing the following shall be regarded as causes beyond Koolkrew’ reasonable control:

  1. Act of God, explosion, flood tempest, fire or accident
  2. War or threat of war, sabotage, insurrection, civil disturbance or requisition.
  3. Acts, restrictions, regulations, bye-laws, prohibitions or measures of any kind on the part of governmental, parliamentary or local authority
  4. Import or export regulations or embargoes
  5. Strikes, lock-outs or any other industrial actions or trade disputes
  6. Difficulties in obtaining raw materials, labour, fuel, parts or machinery.
  7. Power failure or breakdown in machinery.
  8. Any dispute, claims or proceedings of whatever nature between Koolkrew and the Customer in connection with or arising out of the validity construction or performance of this agreement shall be subject to the non-exclusive jurisdiction of The High Court of England and Wales, to which both parties irrevocably submit.

7.6  If Koolkrew fails to deliver the order for any reasons other than those outside of the Company’s reasonable control or the Customer’s fault and Koolkrew is liable to the Customer, the Company’s liability shall be limited to the invoice price of the goods.

7.7  Risk of damage to or loss of the goods shall pass to the customer at the time of delivery or, if the customer wrongfully fails to take delivery of the goods at the time when Koolkrew had tendered delivery of the goods.

8. Pricing

8.1  While we try and ensure that all prices on our Web site are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or canceling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.