Refund and Returns
Do I need to open an account to place an order?
You don’t need to open an account to place an order with Crockett & Jones. You can simply check-out as a guest.
What are the benefits of registering for an account?
By creating an account, you will enjoy the following benefits:
- Review past purchases.
- Manage your account details, and order history.
- Save items to your My Collection.
- Receive our Newsletter via Email
Will I be charged for delivery?
Yes, there will be a delivery charge. Please refer to our Delivery & Returns page for more details.
Will I have to pay duty and taxes?
For UK and European purchases, our prices include VAT.
For North America, our prices include duty, but sales tax may be charged, depending on the State to which the goods are being shipped.
For all other overseas customers, you will be liable for any Customs duty and taxes arising. For further information, please check your country’s tax office website.
What payment method can I use to purchase online?
We accept payment by debit or credit card, Google Pay and Apple Pay.
Can I speak to someone about my order?
You can submit an enquiry through our Contact form, or you can contact us by phone if you need further assistance. Please view our Contact Us page for further details.
Can I amend or cancel an item from my order?
Unfortunately we are unable to amend an order once it has been received. If any part of your order is not correct, the entire order will need to be cancelled and a new order can be created in its place. Please contact our Customer Care Team for further assistance.
What if the item I want is out of stock?
If an item is not immediately available, we invite you to submit your email address on the product page, and we will inform you when the item is back in stock.
Alternatively, you will have an option to check stock availability in our retail stores.
Or, you can simply contact our Customer Care Team who can recommend similar styles from our product collections.
Do you offer Click & Collect?
Unfortunately, at this time we are unable to offer a Click & Collect service from our stores.
Can I purchase gift vouchers online?
We don’t offer gift vouchers online at the current time.
However, you can purchase gift vouchers directly from our retail shops. Retail gift vouchers can only be redeemed at our retail shops, in the country the vouchers were originally purchased.
How do I know what shoe size to order?
Please refer to our Fitting guide.
Our shoe sizes conform with standard UK measurements. If you are in doubt of your size, or need help with using our fitting guide, please contact our Customer Care Team.
Do you offer wide fitting shoes?
Our standard width fitting is UK ‘E’. However, we also offer a limited range of wider fitting shoes in ‘F’ and ‘G’ fitting, please refer to our Men’s Collection and take advantage of our product filtering options.
Our women’s standard width fitting is ‘C’. However, we also now offer a limited number of styles in ‘D’ width, please refer to our Women’s Collection and take advantage of our product filtering options. For further information, please contact our Customer Care Team.
What size shoe tree should I order?
Our shoe trees are are E fitting trees and are stocked in whole sizes ONLY. For half sizes, we recommend you order half size down, for example, for a size 8.5E we recommend you order a size 8 shoe tree.
We do NOT sell G fitting shoe trees, so for G fitting shoes, we recommend buying a whole size up for whole sizes and a half size up for half sizes, for example, for a size 8G or 8.5G we recommend you order a size 9 shoe tree.
What should I do if I think I have received a faulty product?
Please contact our Customer Care Team and we will advise on the best course of action. Please provide your order number, and photographs of the faulty item.
Please remember, items which have been damaged as a result of normal wear and tear, or your own misuse, will not be considered faulty. This does not affect your statutory rights.
How do I care for my shoes or boots?
Crockett & Jones shoes are made from the highest quality materials, and are designed to last for many years, provided they are well cared for. We recommend you regularly clean and polish the uppers, to protect the leather and prolong its life.
For information on how to care for your Crockett & Jones shoes, please see our comprehensive Shoe Care Guide.
Can the soles of my shoes be repaired?
With the exception of our driving shoes and slippers, all other Crockett & Jones shoes can be sent for sole replacement. Please see our Repair Section for further information.
Please remember that if your shoes have previously been repaired elsewhere, we may not be able to offer a sole replacement.
Can I order “stick-on rubber soles” and/or metal toe tips?
We do not offer this service online, but you can contact one of our retail shops directly, who will be able to advise you about this.
Crockett & Jones are not liable for problems that can occur during wear once ‘half rubber’ or ‘stick-on-soles’ have been applied by a non-authorised repairer.
What size belt should I order?
To get the best fit, we recommend you order one size larger than your U.K. equivalent waist size.
Who will deliver my package, and how long will it take?
Your order will be delivered by DHL or DPD. Normal delivery times are as follows:
|U.K.||1-3 business days.|
|Europe & North America||2-3 business days.|
|Rest of the World||3-5 business days.|
How do I track my parcel?
You will receive an e-mail advising when your order has been despatched, together with a tracking number for the courier. You can track the progress of your order on the courier’s website.
Do you ship to P.O. boxes?
As all deliveries require a signature on receipt, we are unable to deliver to P.O. boxes. Your shipment should be sent to a residential or work address.
Refund and Returns
How can I return an item?
If for any reason you are not satisfied with an item you have purchased, you may return them within 28 days of receipt for refund. There is a charge for returns. Please refer to our Returns Section on our website for further details.
Please note items must be returned in the same condition they were delivered. Please ensure that shoes are unworn and unmarked, and are returned in the original package complete with all contents.
Can I exchange an item?
Unfortunately, we are unable to accept exchange requests. To obtain a replacement item, please return your original order and place a new order for the replacement.
How long will it take to receive a refund?
Returned items will be checked to verify the condition before a refund can be issued. We will send you an email confirmation once the refund has been authorised. The length of time it takes for the refund to reach your account will depend on the method of payment used, but should be within 14 days of receipt of the returned item. Refunds will be issued to the same credit card or payment method used for the original purchase.
Can I return an online purchase to a Crockett & Jones retail shop?
You can return an item to one of our retail shops, but they cannot offer an exchange or refund. However, they can return the item to our E-Commerce Department on your behalf.