Dear Crew customers,
In these unprecedented times, we wanted to let you know that the care of our customers, staff and partners is our number one priority right now and we’re doing everything we can to protect you. At Crew, we’re proud to feel like one big extended family and we’re committed to supporting each and every person that works and shops with us. After a lot of thought and careful consideration, we’ve made the decision to close our stores from end of day, Sunday 22nd March until it is safe to re-open them. We want to take this moment to thank our local teams in 82 locations around the country for keeping the doors to our shops open for as long as was possible. If you’ve made a purchase that you’d like to return, please take your time. We’ll still accept it when our stores re-open. Our online shop, crewclothing.com is operating as normal and to ensure the safety of our customers and drivers, we’ve introduced a contact-free delivery experience. Please ask when they are at the door and our drivers will leave your parcel outside. We also understand that you might not be able to access your local Post Office or CollectPlus point as regularly as usual so we’ve extended our returns policy to 90 days until further notice, or you will be able to return to one of our stores when they re-open. Should you have any questions, please don’t hesitate to contact us at customerservices@crewclothing.co.uk We’ll also continue to bring you stylish, coastal-inspired content through our email, blog and social channels. We hope it puts a smile on your face. In the meantime, eat well, rest up and stay safe. We’ll be back. From us all at Crew
CUSTOMER FAQs
IS YOUR DELIVERY SERVICE OPERATING AS NORMAL?
Yes, we are currently operating with our usual delivery services, including next-day and international.
ARE YOU STILL ACCEPTING RETURNS?
Yes, we are still accepting returns via the post and all refunds/exchanges will be processed within 7 working days of us receiving them.
HAVE YOU EXTENDED YOUR RETURNS TIMEFRAME?
Yes, we have now extended our returns timeframe to 90 days until further notice for all full price and sale items (this includes anything already purchased in March). Our stores will also accept returns when they reopen too.
MY OFFICE IS NOW CLOSED SO CAN I REDIRECT MY PARCEL?
A: If your parcel has been despatched, we unfortunately cannot change the address or redirect the parcel. However, if the nominated address is closed and a delivery attempt fails, you are able to contact the delivery provider and request redelivery to an alternative address.
B: If the parcel hasn’t been despatched yet, please get in touch with us by phone and we will try our best to change the address for you.
WHAT SHOULD I DO IF I HAVE AN UNCOLLECTED CLICK & COLLECT ORDER?
For any parcels that weren’t collected before our stores closed, we arranged a redelivery for as many parcels as possible. However, if you still have an uncollected Click & Collect order, please contact Customer Services and we’ll be more than happy to help.
I AM CURRENTLY IN QUARANTINE BUT NEED TO RETURN SOMETHING, SO WHAT CAN I DO?
We have now extended our returns timeframe to 90 days until further notice for all full price and sale items (this includes anything already purchased in March) to make returns easier for you. Our stores will also accept returns when they reopen too.
If you would like to return an item sooner and you or a family member cannot visit a post office, one return option is to book a parcel collection from your home address. Companies such as DPD and DHL offer a collection service from around £6.50.
What is your distribution centre doing to protect its staff?
Our distribution centre has put in place a number of measures aimed at keeping its staff safe and preventing the possible spread of COVID-19. Workstations have been moved to ensure that staff are always 2-metres away from each other, including when signing in and walking up staircases. Breaks have been scheduled to reduce the amount of staff in the canteen area at any given time and tables are spread out 2-metres apart. Hand sanitiser has been issued, together with posters giving instructions for proper handwashing techniques. The cleaning regime has been increased significantly, with a focus on regularly cleaning those areas frequently touched such as door handles, stair rails and door release buttons etc. To further reduce contact, drivers are not allowed on site.
The health and safety of the staff at our distribution centre is as important to us as those we employ directly. We’re monitoring government guidance on a daily basis, working closely with our distribution partner to implement the latest advice.