Delivery & Returns
European Delivery Policy
The following delivery information relates to online orders being placed through our European website.
Brexit – Delivery with Taxes Paid
After the United Kingdom’s exit from the European Union, all orders into Europe are now considered to be exports, meaning that customs clearance and import VAT will be applicable. However, 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 on this site, however please note that we cannot deliver to PO boxes.
| 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 |
| 1 | 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
|
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.
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.
COVID-19
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.
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.
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 two convenient ways in which you can return your goods. Using either one of the services provided will incur a charge of €30.00 which will be deducted from your refund.
Book a Collection - the quickest and easiest option using our shipping partner DHL.
- Simply click Request / View Return on either the despatch confirmation email or against the relevant order when logged into your account.
- Verify your details and ensure the correct collection address is specified.
- Choose a preferred day and 3-hour window for collection to suit your schedule.
- Once completed, you will be emailed both a shipping label and associated documentation, which you will need to print.
- Please enclose a copy of your order or delivery note and affix the shipping label to the box.
- Goods must be returned securely in their original packaging. You are responsible for the condition of any products returned during transit.
- Do not seal the box. The driver will need to check the contents before the goods are handed over.
Call or Email Us - if you wish to take your return to a DHL service point.
- 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)
NB - Customers based in Germany wishing to return goods with a total value over €1000.00 will need contact our Customer Care Team to arrange a return due export restrictions.
NB - Customers based in Monaco will need to contact our Customer Care Team to arrange a return.
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.
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.
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.