FAQs

 
We hope that most of your queries will be answered in all the relevant sections on our website. However, we’ve compiled a list of the questions we are sometimes asked most by customers, just in case you can’t quite find the information you’re looking for.

If we still haven’t answered your question from the many listed below, please don’t hesitate to get in touch on 0333 121 1993 or at customerservices@crewclothing.co.uk

Q. What payment methods do you accept?
Q. Can I amend an existing order?
Q. When do you charge me?
Q. How will my order be sent to me?
Q. When can I expect to receive my delivery?
Q. How much is postage going to cost me?
Q. I’ve received an email from you, what does it mean?
Q. I’d like to return an item for a refund, how can I do this?
Q. I’d like to exchange an item, how can I do this?
Q. I’ve received the wrong item, what can I do?
Q. I’ve received a faulty item, what can I do?
Q. Are my details safe when shopping on your site?
Q. Do you attend any shows or events?
Q. Do you offer Student Discounts or Armed Forces Discounts?
Q. Where else can I find Crew Clothing products?
 
Q. What payment methods do you accept?

We accept the following methods of payment: Visa, Mastercard, Delta, Maestro/Switch and American Express and Gift Cards (please note, Gift Cards are only valid for use online when shopping via our UK website at crewclothing.co.uk).

We also accept payment via PayPal.

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Q. Can I amend an existing order?

As soon as we receive an order, we aim to despatch the items very quickly. Once an order has been despatched, we are unable to make any amendments. Should you need to make any changes to a new order, please call our Customer Services team on 0333 121 1993 as soon as possible and we will certainly do all we can to assist.

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Q. When do you charge me?

When placing an order online, or using our telephone ordering line, we will not charge your card until an item is ready to leave our fulfilment centre. At the point of despatch you will receive an email confirming the content and method of delivery for your order.

Whilst we aim to send your entire order in one parcel, this is not always possible. If we do have to make more than one shipment, postage will only be charged on the first shipment and we will only charge you for the items in each shipment as they are despatched.

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Q. How will my order be sent to me?

Crew Clothing Co. has built up excellent relationships with a range of carriers in order to offer its customers as wide a choice as possible for shipping and to keep delivery costs low. As such we cannot confirm by what method of shipping your order will be sent until the order is collated and despatched.

At the point of despatch you will receive an email confirming the content and method of delivery for your order. This email will also contain a link to that carrier’s website with detailed tracking information.

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Q. When can I expect to receive my delivery?

When using our ‘Standard’ shipping method, please allow 2-4 working days for delivery. If an item cannot be delivered within this time we will inform you of a new estimated despatch date.

Our ‘Next Day’ service (applicable if you have selected this method at the point of ordering and that order was placed before 6pm) will be sent that day for delivery the following working day (Mon-Fri). Orders placed at other times (e.g. weekend, public holiday) will be dispatched on the next working day and delivered the working day after. If an item cannot be delivered within this time we will contact you as soon as possible to inform you.

International delivery times can vary greatly depending on destination. We will collate and ship your order as quickly as possible, at the time we despatch your order to you we will send you an email (providing you have supplied us with an email address) and this will contain all the information about your shipment. Crew Clothing Co. cannot be responsible for any delays with local customs and any additional customs charges applicable are payable by the customer, these charges are *not* included in our original delivery costs.

For UK orders, If you have not received your order or an attempted delivery card within 5 days of receiving your despatch confirmation email, please contact us as soon as possible on 0333 121 1993 and we will attempt to locate your shipment for you.

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Q. How much is postage going to cost me?

We have a range of delivery options available to offer you a choice of services to suit your individual needs.

Standard Delivery: £3.95 (Free when you spend over £50)
Please allow 2-4 working days (Mon-Fri, excluding public holidays) from placing your order.

Most standard delivery orders go via Royal Mail and all orders are sent using a tracked service. During ‘Sale’ periods delivery may occasionally take up to 7 working days.  We welcome orders to BFPO addresses and where applicable, no VAT will be charged.

Click & Collect: Free delivery to store
Click & Collect means your order can be delivered to the Crew store of your choice. The delivery is free of charge. We charge your card when we despatch your goods to the store. Orders placed by 6pm on a weekday will be delivered to store the following day. Those placed after 6pm Friday will arrive in store by Tuesday. Once your order is ready for collection, you’ll receive an email to let you know.

Next Day Delivery: £5.95
Orders placed before 6pm on a working day (Mon-Fri, excluding public holidays) will be delivered on the next working day. Orders placed at other times (e.g. weekend, public holiday) will be despatched on the next working day and delivered the working day after. UK mainland only. Signature required on delivery.

Next Day Delivery by 12pm: £7.95
Orders placed before 6pm on a working day (Mon-Fri, excluding public holidays) will be delivered on the next working day by 12pm. Orders placed at other times (e.g. weekend, public holiday) will be despatched on the next working day and delivered the working day after. UK mainland only. Signature required on delivery.

Saturday Delivery: £7.95
Orders placed before 6pm on a Friday (excluding public holidays) will be delivered on the next Saturday. UK mainland only. Signature required on delivery.

Express Monday Delivery: £5.95
Orders placed over the weekend, before 12pm on a Sunday will be delivered during working hours on the Monday. Please note, this service is not available during public holidays. UK mainland only. Signature required on delivery.

International Delivery
All International Delivery is trackable through to delivery.
Express International Delivery orders are sent using the DHL service.

The table below gives a guide to prices, but if you require further information please call 0333 121 1993 (9am to 6pm Mon-Fri, 9am to 5pm Sat).

Destination Cost Delivery Time
Europe - Standard £5.95 5 - 7 working days
Europe - Express £8.95 2 - 3 working days
Rest of the World - Standard £9.95 7 - 12 working days
Rest of the World - Express £15.95 3 - 5 working days



We regularly review our delivery options in order to offer the best possible prices and services to our customers.

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Q. I’ve received an email from you, what does it mean?

If you have received an email from Crew Clothing Co. then this could be for several reasons.

Shopping Online
When you shop with us online, you will receive an email to confirm that order has been placed. This allows you the chance to check what you have ordered was correct.

Despatch Confirmation
At the point we despatch your order (if you have supplied us with an email address) we will send you a despatch confirmation email. This email confirms the method and content of that particular shipment. If an item is not shown in that email, then it will be despatched separately. This email will also contain detailed tracking information.

General Communication Regarding Your Order
Depending on the individual circumstances of your order (such as how and when it was placed, and its content) you may receive additional emails from us. These will be clearly shown in the subject line as ‘Your Order with Crew Clothing Co.’ If you do receive such an email, then we are attempting to let you know something important about an open order that we are processing for you, or a refund. We hope you understand that by sending such emails, we are trying to minimise any delays that may have occurred with your order.

Promotional Mailings
From time to time, Crew Clothing Co. likes to offer its customers a chance to receive something special, anything from a discount on an item to ‘buy together and save’ offers. You will not receive such mailings unless you have indicated to us that you are happy to do so. If you believe you may have received such an email in error, please contact us by clicking here and we will remove your email address from our mailing list.

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Q. I’d like to return an item for a refund, how can I do this?

If you are not completely satisfied with your Crew Clothing Co. item, please complete the returns form and using the returns label provided, return the item/s (unworn and undamaged) from any UK Post Office. We would advise you to obtain a proof of postage as Crew Clothing Co. is not responsible for returns until they are received within our returns department.

We always aim to process refunds as soon as they are received, however please allow up to 21 days before contacting our team regarding returns. If you have not received an email confirming that your return has been processed within this time, then please do call us.

Any items sent back to us for a refund must be returned within 1 month of receipt and the original proof of purchase must be included. This does not affect your statutory rights.

For your convenience purchases made via our website and telephone may also be returned and refunded in any of our stores. Exchanges can also be made at any of our listed stores or by returning the items to us as described above.

Whilst some of our customers do live within easy reach of our Head Office and fulfilment facility, please note that we cannot accept returns if you deliver them to us by hand.

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Q. I’d like to exchange an item, how can I do this?

You can send the item/s back to us for exchange. Please fill out the ‘Exchange’ section of your despatch note. Using the returns label on the front of the despatch note, please re-seal the item in its original packaging and take this to any UK Post Office. We would advise you to obtain a proof of postage as Crew Clothing Co. is not responsible for returns until they are received within our returns department.

Exchanges can be made in any one of our stores. Simply visit Store Locations to find your nearest store.

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Q. I’ve received the wrong item, what can I do?

We’re very sorry to hear that we’ve sent you the wrong product. Using the delivery note contained within your parcel, please fill out the ‘Exchange’ section and explain that the item has been sent in error and that a replacement for the correct item is required. Using the returns label on your despatch note, please re-seal the item in its original packaging and take this to any UK Post Office. We would advise you to obtain a proof of postage as Crew Clothing Co. is not responsible for returns until they are received within our returns department.

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Q. I’ve received a faulty item, what can I do?

We’re sorry to hear there’s been a problem with your new Crew Clothing Co. item. We want to rectify this for you as soon as possible. Using the reverse of the delivery note contained within your parcel, please fill out the ‘Exchange’ section and explain that the item has a fault. Please identify what the fault is to help us improve this for the future. Using the returns label on the front of the despatch note, please re-seal the item in its original packaging and take this to any UK Post Office. We would advise you to obtain a proof of postage as Crew Clothing Co. is not responsible for returns until they are received within our returns department.

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Q. Are my details safe when shopping on your site?

The Crew Clothing Co. web site and any transactions on the web site are protected by Thawte.

If you elect to order online, we will ask you to enter your card details as part of the ordering process. These details are encrypted using a SSL secure server before sending and are only ever stored in this encrypted format.

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Q. Do you attend any shows or events?

Yes, Crew Clothing Co. attends a number of events throughout the year. If you’d like to find out where these will be in the coming months, please see our Events page.

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Q. Do you offer a Student Discount or Armed Forces Discount?

Yes, Crew Clothing Co. accepts Student Discount through Student Beans and Armed Forces discount through Defence Discount Service

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Q. Where else can I find Crew Clothing products?

As well as selling through our stores, online and through our mail order catalogue, Crew Clothing Co. products can also be found in over 100 wholesale outlets throughout the UK.

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