DELIVERY & RETURNS
CONTACTING CUSTOMER SERVICES 25TH DEC TO 28TH DEC
If you wish to contact our customer services team over the Christmas holiday period then please EMAIL US . Customer services phone lines and voice messages will be monitored but you will receive a quicker response using email.
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.
LAST ORDER DATES FOR CHRISTMAS DELIVERY
While we make every effort to ensure your order is shipped before Christmas, we cannot guarantee pre-Christmas delivery once your shipment is in the hands of the applicable courier. We recommend you place your order on or before the dates below for the best chance of receiving the goods before Christmas.
UK Mainland Shipping Destinations: Monday 23rd December
Europe: Monday 16th December
USA, Canada & Mexico: Monday 16th December
All Other International Shipping Destinations: Monday 16th December
Orders placed after these dates will be processed and dispatched as soon as possible. Please do not hesitate to contact customer services if you have any queries.
Please note, we are currently experiencing some issues with our express next day before midday shipping service. Customers placing orders using this service will be contacted if any delays are expected. If we are unable to deliver at the requested time, we will offer a full refund of shipping charges and a full refund against the order at the customer’s request.
Crombie offer a range of delivery options to suit your needs:
|Collect From Store||London Conduit St Opening Hours||London Conduit St Store Only||Free||1-3 business days|
|Standard||24/7||Mainland UK||£6.00||1-3 business days|
|Express||Monday-Friday on all orders placed before 3pm||Mainland UK||£10.00||Next business day before midday|
|Premium||Monday-Friday on all orders placed before 3pm||Mainland UK||£20.00||Chosen day including Saturday|
|EU||24/7||Within European Union||£22.00||2-5 business days|
|ROW||24/7||Rest Of World||£35.00||2-7 business days|
Before you place an order with us, please note the above listed timescales are estimates and as such cannot be guaranteed.
Please be aware that during the sale period it may take slightly longer than the delivery time specified to dispatch your parcel due to the high volume of orders. We thank you for your patience during this time.
UK orders may be dispatched in two separate parcels to speed up the delivery process - we will notify you if this is the case and you will be supplied with two separate tracking numbers. It is not always guaranteed that your entire order will arrive on the same day; you can monitor your delivery using the tracking numbers provided. All orders will only incur one delivery cost.
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.
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 on our website. If you do not receive your parcel in a reasonable time-frame then, in the first instance, you should contact the Parcelforce/DHL customer services department or local office.
DELIVERING TO RUSSIA
Please note: Orders destined for the Russian Federation can only be delivered to Moscow or St. Petersburg. Due to restrictions set by the Russian Federation Government & Customs Authority, orders cannot be shipped to private individuals at a business address. Orders under 2kg in weight will be delivered via Royal Mail and handed to the Russian Federation's local postal service on arrival with them, orders over 2kg will be sent via a specialist courier service and handed to the Russian Federation's local postal service. It can then take up to 14 working days to arrive at their final destination. We apologise for the inconvenience this may cause.
DELIVERING TO CHINA
Customers ordering for delivery into mainland China are required to register with customs authorities for an import Customs Registration code (CR Code), or engage with an agent who has the CR Code and is authorised to act as the importer of record for their shipments. This CR code is to be indicated on customs declaration forms of all shipments, except for documents and personal effects.
As clearance procedures vary between Chinese gateways, please contact your local DHL region on the numbers below to receive further information:
From within China dial 800 810 800 (from a landline) or 400 810 8000 (from a mobile).
From the rest of the world dial North China - 86 10 67806680, East China - 86 21 55514777 or
South China - 86 20 86669288.
For orders being delivered to destinations within 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 once country of delivery is selected in the checkout.
Please note orders dispatched to non EU customers are sent DDU (Delivery Duty Unpaid) making the customer responsible for any outstanding import duties, clearance fees, brokerage fees and any addition charges upon delivery of your order.
NB: From the 10th March 2016, orders to the US up to USD 800 will be allowed into the country free from duties and taxes.
While we endeavour to offer a gift wrapping service on as many items as possible, some larger items such as coats, suits & jackets cannot be gift wrapped. If gift wrapping is requested at checkout and we are unable to fulfil this request, customers will be informed and any gift wrapping charges refunded in full. Please do not hesitate to contact customer services if you have any queries regarding gift wrapping.
You may return any ordered items in their original condition, and if appropriate, with the hanger and protector via a reputable carrier (we suggest Royal Mail Special Delivery or Recorded Delivery for UK returns) within 14 days of receipt of the order for a refund or exchange. Your returned items must be accompanied by the completed returns slip which will be enclosed in the original package. Please allow up to 5 working days for exchanges and refunds to be processed.
NB Items purchased as gifts during December that will be given on Christmas day can be returned up to the 7th January.
Return shipping charges incurred by the customer can only be refunded if the return is due to a fault or our error on our part.
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 any item purchased is damaged upon arrival please notify us within 48 hours by email or phone. Please quote your order number and we will endeavor to rectify the issue as soon as possible.
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.
If you need to reach us, please do not hesitate to contact our customer service department.