Delivery & Returns
United Kingdom Delivery Policy
The following delivery information relates to online orders being shipped and invoiced to addresses in the United Kingdom including the Isle of Man, Jersey and Guernsey. Please note that we are not able to deliver to PO Boxes.
During the checkout process, you will be presented with the delivery option(s) available to you which will depend on your location and basket contents.
|DHL Before 12pm (1-2 Business Days):||£12.00|
|DHL Express (1-2 Business Days):||£6.00|
|DPD Next Day (1-2 Business Days):||£6.00|
|DPD Two Day Remote (2-3 Business Days):||£12.00|
To secure next day delivery, your order will need to be received by 12pm. 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, such as high demand during sale periods.
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.
United Kingdom 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 an extended 28-day return policy for all products that have not been worn or used. You must notify us of your intention to return any items within 28 days of your order, and the goods must be received by us within 14 days of this notification. 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 £6.00 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.
- 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. However, you may drop your return off at one of our London or Birmingham shops in person and it will be sent back to our warehouse to be processed by our e-commerce team. There is no charge for this but it may take longer for a refund to be processed.
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 any return shipping costs as detailed on this page under How to Return Your Order. The original shipping cost will also be refunded if the entire order is returned. It will take up to 10 business days for the refund to be credited to 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.