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.

Ordering and Payement FAQs

Q. I’ve placed an order but haven’t received a confirmation email?
If you cannot see this in your inbox, please check your junk folder for the email address used, just in case it has been filed there in error.

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.

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.

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

Q. Do you offer a Student Discount or Armed Forces Discount?
Yes, we accept Armed Forces discount through Defence Discount Service. Link Unfortunately we no longer accept Student Discount via Student Beans.

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 products can also be found in over 100 wholesale outlets throughout the UK.

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Delivery FAQs

Q. Is your delivery service operating as normal?
We are currently offering both standard and express 1-2 working day delivery within the UK, as well as Click and Collect to selected stores. We are currently unable to deliver to Europe, although we hope to have that available again from mid April. Delivery to the rest of the world is still available.

Q. How will my order be sent to me?
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.

Q. When can I expect to receive my delivery?
Please see our delivery page for the most up to date information on delivery timings.

Q. My office is now closed, so can I redirect my parcel to a different address?
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.
If the parcel hasn’t been despatched yet, please call our Customer Services team on 0333 121 1993 and we will try our best to change the address for you.

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Returns FAQs

Q. How long do I have to return an item?
Given we've had to temporarily close some of our stores in line with government guidance, we're giving you a little longer to return any unwanted purchases. All items purchased between 15th October 2020 and 28th February 2021 can be returned by 31st May 2021 for a refund or exchange, with the original receipt. Once stores have reopened we're also giving you longer to decide if an item is right for you. Any items bought from 1st March 2021 can now be returned within 3 months for a refund or exchange, with the original receipt. 

Q. I'm waiting for a refund from a recent return
Due to carriers being very busy it can take up to 5 days for your return to reach our warehouse. But we are working as quickly as possible to process your refund once we receive it. Please only contact us if you have not received a refund after 18 days of sending us your items. Thank you in advance for your patience.

Q. I’d like to return an item for an exchange or refund, how can I do this?
Please see our returns page for full information on the returns options available.

Q. I’ve received the wrong item or the item is faulty, what can I do?
We’re very sorry to hear if this has happened. Please contact our Customer Service team on 0333 121 1993 for a free returns label to send the product back to us and arrange either an exchange for a replacement (subject to availability) or a refund.

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Click and Collect FAQs

Our Click and Collect service is currently available to selected stores. Please check our Store Finder page to see if it is available at your  nearest store

Q. Is everything on the website available for Click & Collect?
From new season stock to Sale items, all our products are available through Click & Collect.

Q. How much does Click & Collect cost?
Click & Collect service is delivered free of charge to one of our Crew stores, or alternatively you can deliver to a Hermes parcel shop for £3.50 (free when you spend £50) .

Q. How do I use Click & Collect?
To use Click & Collect simply shop online at home or through an in-store iPad and select the ‘collect in store’ option at the online checkout. You can then select your preferred store you’d like your order delivered to by using our online store search.

Q. When do I pay for my Click & Collect order?
We will charge the payment card or PayPal account used when we despatch your goods to the store. Gift Cards will be charged at the point of order placement.

Q. How long will it take for my order to arrive in store?
Delivery will take between 3-5 working days. As soon as your order arrives in store, we’ll send an email to let you know that it’s ready for collection.

Q. How will I know when I can collect my order?
We send you an order confirmation email as soon as you place your online order, to let you know we have received it. The store will email as soon as your items are ready for collection.

Q. Why isn’t my local Crew Clothing store offering Click & Collect?
When our stores are reopen, Click & Collect will be available at all Crew Clothing stores except for Jersey and Guernsey. It will not be available if a store is closed for refurbishment or under rare circumstances such as flooding.

Q. How long will I have to collect my order?
You have a full five days to collect your order from the date we advise you it is ready for collection.

Q. What happens if I am unable collect my order?
If you are unable to collect your order within five days, please contact the store by phone and staff will do their best to help.

Q. Where should I collect my order from?
Simply ask any member of staff when you visit the store.

Q. What do I need to take with me when I collect my items?
When visiting to collect your order, please remember to bring the following: - Photo ID (driving licence, passport) - Your order confirmation email

Q. Can I return items delivered by Click & Collect?
Yes of course. Please see our returns page for more information on the options available.

Q. Who can I contact if I have any questions about my Click & Collect order?
If you have already received an email from the store confirming that your order is ready for collection, please contact the relevant store team for assistance. You can find their phone number on store page.

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Coronavirus Statement

Please visit our Coronavirus Statement page for information on measures we’re taking to react to government guidance and keep our customers and employees safe.

Q. 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.

Something else?

If we still haven’t answered your question, please don’t hesitate to get in touch on 0333 121 1993 or at [email protected]

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