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MAKERS OF FINE SHOES | HANDCRAFTED | LEGACY & HONOUR

FAQS

PURCHASES

1. Do I Need an Account to Place an Order?

  • No, opening an account is optional. You can proceed to checkout as a guest.

2. What Are the Advantages of Creating an Account?

  • Creating an account offers various benefits, including:
    • Reviewing past purchases.
    • Managing account details and order history.
    • Saving items to your My Collection.
    • Receiving our Newsletter via Email.

3. Is There a Delivery Charge?

  • Yes, a delivery charge applies. Visit our Delivery & Returns page for more details.

4. Will I Incur Duty and Taxes?

  • For UK and European purchases, prices include VAT.
  • North America prices include duty; sales tax may be charged based on the State.
  • Overseas customers are responsible for Customs duty and taxes. Check your country’s tax office website for details.

5. What Payment Methods Can I Use Online?

  • Accepted payment methods include debit or credit card, Google Pay, and Apple Pay.

6. Can I Speak to Someone About My Order?

  • Absolutely, reach out through our Contact form or call us for assistance. Contact details are available on our Contact Us page.

7. Can I Amend or Cancel Items from My Order?

  • Unfortunately, orders cannot be amended post-receipt. For corrections, the entire order must be canceled, and a new one created. Contact our Customer Care Team for assistance.

8. What If the Item I Want Is Out of Stock?

  • Submit your email on the product page for restock notifications.
  • Check stock availability in our retail stores.
  • Contact our Customer Care Team for recommendations on similar styles.

9. Do You Offer Click & Collect?

  • Currently, we do not provide a Click & Collect service.

10. Can I Purchase Gift Vouchers Online? –

Gift vouchers are not available online at this time. Purchase them directly from our retail shops for in-store use.

For further assistance or inquiries, feel free to contact our Customer Care Team.

PRODUCTS

1. Determining Shoe Size:

  • Refer to our Fitting guide for accurate sizing based on standard UK measurements. If uncertain, contact our Customer Care Team for assistance.

2. Wide Fitting Options:

  • Standard width is UK ‘E’. Wider options in ‘F’ and ‘G’ fitting are available; explore Men’s Collection and use product filtering. Women’s standard is ‘C’ with some styles in ‘D’ width. Refer to Women’s Collection and filter products. Contact Customer Care for details.

3. Shoe Tree Sizes:

  • Our shoe trees are E fitting, in whole sizes only. For half sizes, order half size down (e.g., for 8.5E, order size 8). No G fitting shoe trees available; for G fitting shoes, order whole size up (e.g., for 8G or 8.5G, order size 9).

4. Dealing with Faulty Products:

  • Contact Customer Care with your order number and photos of the faulty item. Damage due to wear and tear or misuse is not considered faulty, respecting statutory rights.

5. Shoe and Boot Care:

  • Maintain Crockett & Jones shoes with regular cleaning and polishing. Refer to our comprehensive Shoe Care Guide for detailed care instructions.

6. Shoe Sole Repair:

  • Except for driving shoes and slippers, all Crockett & Jones shoes can undergo sole replacement. Visit our Repair Section for details. Note that prior non-authorized repairs may affect sole replacement.

7. Stick-on Rubber Soles and Metal Toe Tips:

  • Not available online. Contact our retail shops for guidance. Crockett & Jones are not responsible for issues arising from non-authorized repairs.

8. Belt Size Guidance:

  • Order one size larger than your U.K. equivalent waist size for the best fit.

Feel free to contact our Customer Care Team for further assistance or specific inquiries.

SHIPPING

1. Delivery Service Providers:

  • Your package will be delivered by reliable carriers such as DHL or DPD.
U.K1-3 business days.
Europe & North America2-3 business days.
Rest of the World 3-5 business days.

3. Tracking Your Parcel:

  • Upon dispatch, you’ll receive an email notification with a tracking number. Use this number to track your order’s progress on the courier’s website.

4. Shipping to P.O. Boxes:

  • Unfortunately, we cannot deliver to P.O. boxes as all deliveries require a signature. Please provide a residential or work address for your shipment.

REFUND & RETURN

1. Return Process:

  • If unsatisfied, return the item within 28 days of receipt for a refund. Refer to our Returns Section for details, including return charges.

2. Exchange Policy:

  • Unfortunately, we do not facilitate exchanges. To get a replacement item, kindly return the original order and place a new one for the desired item.

3. Refund Timeline:

  • Refunds are subject to item condition verification. Once authorized, you’ll receive an email confirmation. The refund period depends on the payment method, typically within 14 days of receiving the returned item. Refunds go back to the original payment method.

4. Returning to a Crockett & Jones Retail Shop:

  • While you can return items to our retail shops, they cannot process exchanges or refunds. They will, however, assist in returning the item to our E-Commerce Department on your behalf.
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