FAQ TOPICS

🚚 Delivery

Where's my order?

1. Track your order

All you need to do is log into 'My Account' and select the order you want to track.

Click the 'Track Order' button to track your parcel.

 

2. Check the estimated delivery date

You’ll find this date in your Order Confirmation email and by checking 'My orders' in 'My Account'.

Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To check the progress of your order, go to 'Track Order' in your account. 

If the tracking doesn’t show any updates or is blank, please allow until your estimated delivery date for your order to be delivered. There may be a delay with your tracking being updated, but it should update soon. 

3. I'm still waiting for my order

Has your estimated delivery date elapsed? Please allow a few extra days for your order to be delivered (especially during busy times). Our carriers are always doing their best to get your order to you, so make sure you keep an eye on your tracking link for the latest updates.

If your order doesn’t arrive, please let us know within 30 days of the date by which your order should have been delivered and we’ll do our best to help you.

Delivery Options

How does the CRW delivery service work in the UK?

We use a large network of couriers to make sure our customers are receiving their orders when they expect them!

▪️ Standard Delivery

▪️ Next-Day Delivery

▪️ Nominated Day Delivery

▪️ Evening Next-Day

Good to know

If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address,your orders may be sent in one parcel. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.

Please note, during busy periods some delivery options may not be available. Choose Fastest Delivery at the checkout to get your order as soon as possible.

Can I have my order delivered to a BFPO address?

We now offer delivery to BFPO addresses on our UK Standard delivery service.

To have your order delivered to a BFPO address, the delivery postcode will need to be in one of the following formats:

▪️ BFPO

▪️ BF

▪️ HA4 6DQ

Your tracking will only update as far as your BFPO office. Once your parcel has been delivered to the BFPO office, you'll need to contact the BFPO for any further delivery updates.

Please note: If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may be sent in one parcel. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.

📦 Returns & Refunds

What is your Returns Policy?

We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules about fair use. None of these rules affect your statutory rights.

If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method.

We aim to refund you within 14 days of having received the returned item.

If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

Remember that regardless of where your items were shipped from, you can follow our usual returns process for all of them.

After that?

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Original Condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

▪️ Custom orders

▪️ Pierced jewellery if the seal has been tampered with or is broken.

▪️ Face coverings if the seal has been tampered with or is broken.

 

None of this affects your statutory rights.

Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached.

 
Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Fair use

If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal CRW customer would order or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.

Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.

How do I return?

How do I return something to you from the UK?

▪️ How to create a return

▪️ How long do you have to return?

▪️ Where to drop your parcel off

▪️ Packaging your return

Can I exchange?

We’re no longer offering free exchanges to UK customers. All returned items will be refunded once they've been inspected by our team. If you need a different size or colour of an item, then you'll need to place a new order. 

You have 28 days from the date you receive your order to return it for a refund.It can take up to 10 days for your order to reach the warehouse and be processed.Refunds can take up to 10 working days to show on your account.

Have you got it back?

If you're returning items from the UK, it can usually take up to 10 days (excluding bank holidays) from the day after the return date for your parcel to be delivered back to our warehouse and processed. All returns are subject to our original condition and fair use policies. Check out our 'Returns Policy' to find out more.

Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 10 working days depending on your payment provider. 

If your returns haven't reached us after the returns timeframe, please get in touch and provide us with your proof of postage so we can help you further.

📦 Order issues

Faulty Item

I've received a faulty item, what should I do?

We’re really sorry if you’ve received a faulty item.

Please return the item to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty’ when asked for a reason for your return. For more information on how to return, click here. If you’re not able to create a return, please get in touch with our Customer Care team and they will gladly help you further.

Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full.

Missing Item

I'm missing an item from my order, what do I do?

We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

 

▪️ We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

▪️ You can also check if your order has been split into more than one parcel by logging into 'My Account' and checking my orders.

▪️ The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.

▪️ If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.

▪️ If you have an item missing from your order, please let us know within 30 days of your order being delivered and we’ll do our best to help you.

Wrong Item Received

I've received an incorrect item in my order, what do I do?

We want to sort out any issues with incorrect items straight away. 

If one of the items you received isn't what you ordered, please send it back to us and we'll refund you if it's incorrect.

To create your return, simply log into 'My Account', click 'Create Return' next to the order you’re looking to send back to us and follow the instructions provided. Don’t forget to select Incorrect item received as your reason for return.

For more information on how to return, click here.

Keep hold of your proof of postage in case we need to look at it further on down the line. 

If you choose to return through another method, it's your responsibility to pay for your return. If you still want the order and your desired items are still in stock, please order them through our website as normal.

The easiest way to do this is to log into 'My Account', view your original order, and then add the items to your shopping bag.

Can I cancel my order after I've placed it?

1. Log into My Account by selecting the person icon in the top right hand corner of any page.

2. Go to My orders and select the order you're looking to cancel.

If the button next to an order says Cancel/View, you still have time to cancel by clicking the button. Your order status will change to Cancelled.

If the Cancel button is not available, it's too late for you or our Customer Care team to cancel your order.

📦 Product & Stock

Will you be getting more stock?

If you have an item in your saved items list, you can choose to be notified if the item comes back in stock.

Where can I find your size guide?

We never want to send you something that doesn't fit properly so we have size guides available on most of our product pages to help you find the perfect fit – first time!

Just click on the Size Guide button on each product page for measurements, fitting tips, washing tips – everything to make sure it fits perfectly and stays looking great.

Contact us