DELIVERY & RETURNS
ORDER FULFILMENT, SHIPPING & DELIVERY DURING SALE PERIOD
While we make every effort to honour order shipping and delivery dates, we cannot guarantee these dates during our sale period. Similarly, while items may show as in-stock when placing your order, we cannot guarantee that this will be the case when we process your order due to high levels of demand. If the item you have ordered is out of stock we will offer you an alternative or a full refund. If you have selected Express or Premium delivery at checkout and your order fails to arrive at the appropriate time then we will refund the difference between Standard Shipping and Express/Premium Shipping costs. NB All orders placed during our sale period will be processed strictly on a date/time received basis. Please do not hesitate to contact customer services if you have any queries.
ORDER DELIVERY DELAYS - SEVERE WEATHER IN EUROPE
We have recently been advised by our couriers to expect delays in deliveries to the following European destinations due to severe weather. Please allow extra time for your delivery to arrive before contacting customer services: Austria, Belgium, Denmark, France, Germany, Netherlands, Poland, South Norway, Sweden.
VOUCHER CODE REDEMPTION
From time to time we will offer promotional voucher codes to our registered customers that can be used to obtain complimentary delivery or similar benefits. If you have received a voucher code from us then please enter it into the box provided in the shopping bag and click the apply button. Please do not hesitate to contact customer services if you have any problems applying your voucher code.
SHIPPING AND HANDLING
All our deliveries are handled by Parcelforce/DHL door to door. We process your order straight away, sending a confirmation email containing your order number and order details. If your items are in stock at our warehouse we aim to deliver within 5 working days if delivery is in the UK; 10 days internationally. Parcelforce/DHL normally deliver between 08:00 - 17:00 and if the parcel cannot be left when they call, Parcelforce/DHL will leave a card so that a convenient delivery time can be arranged with their local office. Carriage costs are calculated for each individual order dependent on weight and destination. The minimum change for a package delivered within the United Kingdom is £6.00 and the minimum charge for a parcel to be sent overseas varies from £17.00 to £55.00 depending on the destination.
PLEASE NOTE: Orders destined for the Russian Federation can only be delivered to Moscow or St. Petersburgh. We regret that we are unable to process orders from Uganda at this time.
You will be notified by e-mail when your order has been dispatched and you will be able to track your parcel on the Parcelforce website (www.parcelforce.com) for UK orders or the DHL website (parcel.dhl.co.uk) for International orders*. You can also check the progress of your order in the Order History area of the Your Account pages of our website. If you do not receive your parcel in a reasonable time-frame then, in the first instance, you should contact the Parcelforce/FedEx customer services department or local office.
Orders due for delivery by Parcelforce are dispatched on a next working day delivery service.
Please note thatDHL are only able to deliver to a business address in Russia at this time. For orders due to be delivered to a private address, this will be dispatched with Parcelforce.
For orders made from the UK or the European Union 20% VAT is included. For deliveries outside the EU, and to Jersey and Guernsey, VAT will be automatically deducted from your order. Please note that non EU customers are responsible for any import duty and local tax. The FedEx driver who delivers your order is unable by law to release the goods to you until appropriate charges have been paid.
If you need to reach us, please use the details on our Contact Us page.
You may return any of the items in its original condition by Royal Mail Special Delivery or Recorded Delivery (or a reputable international carrier for international returns) within 14 days of receipt for a refund or exchange. Your returned item must be accompanied by the completed returns slip which will be enclosed in the package. The refund process takes about 10 - 14 days. Shipping charges incurred by you can only be refunded if the return is due to a fault or our error. Please note that goods purchased from the Crombie website cannot be returned to our UK High Street Stores or Concessions.
In the event of full or part orders being returned, please note that any free gifts must also be returned if the remaining balance does not reach the applicable qualifying total.
If the item is damaged in any way on arrival we have to be notified within 48 hours by email, fax or phone. Please always quote your order number