Delivery & Returns

European Delivery Policy

The following delivery information relates to online orders being placed through our European website.

Brexit – Delivery with Taxes Paid
We will be shipping DDP meaning any taxes and associated admin fees are paid on your behalf. Therefore you will not be charged any additional fees once the order has been placed.

The list below details the countries we can deliver to from this website. Please note that we cannot deliver to PO boxes.

Delivery available to these locations

Austria

France

Luxembourg

Portugal

Belgium

Germany

Monaco

Spain

Denmark

Ireland

Netherlands

Sweden

Finland

Italy

Norway

Switzerland

During the checkout process, you will be presented with the delivery option(s) available to you which will depend on your basket contents.

Number of Pairs
(or equivalent thereof)

Service

Timeframe

Cost

DHL Express

2-3 Business Days

€25.00

2 or more

DHL Express

2-3 Business Days

€30.00

2 or more

DHL Economy

3-5 Business Days

€25.00

Laces ONLY

Post (Royal Mail)

2-3 Business Days

€4.00

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, such as high demand during sale periods. Please note that these estimates exclude any time spent in customs clearance.

Please note that we are unable to despatch your parcel(s) on a Saturday or Sunday. Orders received on a Friday will be despatched on a Monday.

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.

Any issues with deliveries, such as missing or damaged shipments, must be reported to our Online Retail Services team within 21 days of your order being placed. We are unable to raise issues with DHL after this period.

N.B. Laces ONLY - For all shipments including laces ONLY, goods will be shipped with duty & import taxes unpaid. Although a small amount, you the customer will be responsible for any import charges.

DANGEROUS GOODS SHIPPING

We ship all dangerous good via road using DHL. This service is available to all the EU countries in our shipping table, other than Finland. Unfortunately this service is NOT available to Finland.

European 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.

Our shipping agreement with DHL is a ‘signed for only’ service. If you, the customer, choose to signature release your order via DHL’s own software, all responsibility for that shipment is transferred to you, the customer. Crockett & Jones is therefore no longer responsible for your shipment once it has been signature released.

Item Condition
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

We offer a simple and convenient returns service via DHL. Using this service will incur a charge of €30.00 which will be deducted from your refund.

Create a Return - the quickest and easiest option using our shipping partner DHL.

Click ‘Create Return’ on either the despatch confirmation email or against the relevant order when logged into your account.
Enter your order number and email address, then follow the simple steps ensuring the correct collection address is specified.
Choose either a preferred day for ‘courier collection’ or select ‘drop off’ to see your nearest DHL service point.
Once completed you can download the return label which will need to be printed. A copy of the label will also be emailed to you.
Please enclose a copy of your order or delivery note and affix the shipping label to the outside of the box.
Goods must be returned securely in their original packaging. You are responsible for the condition of any products returned during transit.

Call or Email Us - if you experience any issues creating your return label.

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. You are responsible for the condition of any products returned during transit.
Take the package to your nearest DHL service point (find your nearest here)

Exchanges
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 in Paris or Brussels.

Store Purchases
We cannot process returns or exchanges for items bought online through any of our retail stores in France or Belgium.

Faulty Goods
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.

By the most part, the stock held by crockettandjones.com is straight off the production line. However there will be instances where items have been returned and put back into stock. All returning items are checked and worked on before being put back into stock. Very minor creasing from a product being tried on, is not deemed to be a fault and will not be accepted as a fault.

Refunds
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.

During the final quality check, before a product leaves our warehouse, our despatch team take a record of the product line numbers inside. This number is added to your order history. When an item is returned, this number is checked against your returning items.

Crockett & Jones’ E-commerce department is ONLY able to issue a refund against the items purchased against your order. It is not able to issue a refund against products purchased in-store or via a stockist.

Items must be returned to the location where they were originally purchased. If attempts are made to return items that were not purchased via this website, these items will be returned. Return postage will be deducted from your refund should you choose to return the original item.

Please note, products returned to us without prior notice may not be refunded.

Cancellations
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.

Delivery & Returns

European Delivery Policy

DANGEROUS GOODS SHIPPING

European Returns Policy

Repair Enquiry

Store Contact

Preorder Enquiry

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