Delivery & Returns
Rest of the World Delivery Policy
The following delivery information relates to online orders being placed through this, our Rest of World website, to the countries listed below. However, please be aware that we cannot deliver to PO boxes.
|Australia||Japan||New Zealand||South Korea||Thailand|
The prices quoted on this site do not include any taxes (VAT). Customs clearance fees including duty, tax and other charges are not the responsibility of Crockett & Jones, meaning you may be required to pay a fee(s) depending on your country’s import laws. To determine if and what these costs might be, please contact your local customs office. If payment is required to release the goods, the courier will contact you directly to provide details of how it can be made. If you refuse to accept delivery and the shoes are returned to us then any costs we incur will be deducted from your refund.
All online purchases are shipped from the UK and we offer the following delivery option for any orders.
|DHL Express (3-5 Business Days):||£20.00|
We will make our best efforts to ensure that all orders are delivered within the time frames specified, however delays may occur due to factors outside of our own control. Please note that these estimates exclude any time spent in customs clearance.
Once your order has been despatched, you will receive an email and/or text message from the courier with tracking information and options to manage your delivery. If you are not available to accept delivery then a calling card will be left outlining how you can re-arrange delivery at another time. If delivery cannot be made then your order will be returned and you will be liable for the costs of return shipping.
Please be aware that protocols around COVID-19 may have an impact on our ability to deliver your order on time. Social distancing requirements and the possibility of staff needing to isolate may cause disruption to the delivery service. However, with procedures in place to manage the process, we are confident that in the majority of cases there will not be any issues.
Rest of the World Returns Policy
We hope that you are pleased with your purchase, however if, for any reason, you are not fully satisfied and wish to return an item, Crockett & Jones offer a 30-day return policy for all products that have not been worn or used. You must return any items to us within 30 days of the shipment date. We are unable to process returns that are received outside of this time frame.
It is particularly important to note that all products must be returned in the same unworn and unused condition in which they were received. Returns showing any signs of wear or damage, including, but not restricted to, creased uppers and scuffed leather soles, may not be accepted and will either be returned to you or will incur a charge for a loss in value (this will be deducted from your refund). All shoes should be tried on with care on carpeted floors.
HOW TO RETURN YOUR ORDER
Call or Email Us - We offer a collection or drop off service with DHL. A charge of £30.00 will be deducted from your refund.
- Contact our customer care team and provide details of your order and the products that you wish to return.
- A DHL shipping label will be emailed to you which will need to be printed and attached to the package. We will prepare the commercial invoice on your behalf and this will also be emailed to you with instructions.
- Goods must be returned securely in their original packaging.
- Take the package to your nearest DHL service point (find your nearest here) or book a DHL collection by following this link and inputting the waybill number from the returns label that has been emailed to you.
We are not able to offer an exchange service. Please return the original purchase that is not required and place a new order for the replacement(s).
Returns to Store
We cannot process returns or exchanges for items bought online through any of our retail stores.
We cannot accept returns of purchases made in one of our retail stores. Please contact the store that you bought the goods from directly to arrange this.
If you believe a product is faulty, please contact a member of our customer care team as soon as you notice the defect, preferably before trying the shoes on. If the reported fault is deemed to be a result of wear and tear, and the shoes have been worn, then we cannot accept responsibility. In the majority of circumstances, we will need to inspect the goods, so a collection of the product will be arranged. After reviewing the product, we will contact you to discuss the appropriate resolution.
Once we have received your return, we will examine the items to assess their condition before issuing a refund. Any products that are not returned in the same new and unworn condition may result in a charge that is deducted from the refund, or risk being rejected altogether.
Once the refund has been authorised, you will receive an email confirming it has been processed and the value to be credited.
Refunds will be issued against the same payment method used for the original purchase and in the same currency, less the initial outbound shipping and any subsequent return shipping costs as detailed on this page under How to Return Your Order. Typically payments will be refunded within 72 hours of being processed, but this could take up to 10 business days to show in your account.
Please note, products returned to us without prior notice may not be refunded.
Please refer to our Terms & Conditions of Supply for details on how to cancel your order.
If you have any further questions, please contact our Customer Care Team who will be happy to help.