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What is your returns policy?
We hope you will be delighted with your goods, but if not and you wish to make a return for either a refund or exchange, please make sure any garment is unworn, in its original condition and placed back in its protective packaging and then returned to us within 14 days of invoice date (UK customers); 21 days (Europe excluding UK); 28 days (Rest of the World). Please note that a garment cannot be accepted back should it smell, for example of perfume, cooking or smoke. We will refund you by the same method that you paid us.
We hope you will be delighted with your goods, but if not and you wish to make a return for either a refund or exchange, please make sure any garment is unworn, in its original condition and placed back in its protective packaging and then returned to us within 14 days of invoice date (UK customers); 21 days (Europe excluding UK); 28 days (Rest of the World). Please note that a garment cannot be accepted back should it smell, for example of perfume, cooking or smoke. We will refund you by the same method that you paid us.
Please note that you will be responsible for the costs of returning goods to us unless the item was delivered to you in error. We would recommend for your own protection that you use a recorded delivery service or alternatively we recommend that you request a proof of postage from the Post Office and keep your receipt until your return has been processed. Unfortunately we cannot be held responsible for anything lost or damaged in transit.
If you are returning goods from outside the UK please read the following carefully: Many items that are returned to us get held up at customs due to incorrect labelling resulting in substantial customs charges and in some cases goods being returned to the sender (you). This often occurs to items coming back from the U.S. & EU; we are unable to accept, or refund, any such costs associated with return goods levied by customs or carriers.
Please label both the outside of the package and the airway bill with the following phrase: ‘BRITISH RETURN GOODS’ This is very important as it prevents you, the customer, being charged with any import duty or tax on goods that are simply being returned to the UK for exchange or refund.
All returns should be sent to:
William Crabtree & Sons | 15 New Quebec Street | London | W1H 7RT
Do you ship overseas?
Yes! We ship all over the world. When you input your address during checkout the appropriate shipping charge will be shown. We use DHL to ship all international orders. This is to ensure a prompt and smooth delivery.
If you are in the European Union
You will be charged local VAT at the point of sale on our website. This rate is dependent on which country you are in. This is called a Delivery Duty Paid rate and once the parcel is on its way with DHL, you will not be charged any duty or further VAT upon delivery. Please note, all duties and taxes are non-refundable.
If you are outside the EU
We will not charge you VAT at the point of sale on our website. VAT and Duty are payable by the customer, different rates apply to each country. Please check your Government website to see the De Minimis rate for your country. DHL will contact you to pay this. All orders on this site will be charged in British Pounds Sterling and the UK VAT is automatically deducted from your cart.
Worldwide fast delivery with DHL Express
When you choose Express delivery by DHL, your order will be sent with the On Demand Delivery (ODD) Service. We require a mobile telephone number for this service.
Once your order is shipped, you will receive a shipping notification from DHL EXPRESS.
Our shipping partner DHL may offer you the flexibility to make changes to your delivery while it’s on its way to you. Please note that if you choose to make any changes to your delivery (such as 'left in a safe place' or 'leave with a neighbour'), then William Crabtree cannot be held responsible for any loss or damage that may occur. As such, we highly recommend shipping your order to a reliable address, such as your home or place of work or a trusted friend and making sure the order is always signed for.
Despatch Time
We ship orders within 2 days (Generally, orders are booked in and despatched by DHL the same day.)
Stock Availability in store
All the stock that we have is available to purchase on our website. Our New Quebec Street store is open and click and collect is available. If you are visiting to see a particular item, please ring the store on 020 7535 8603 to check it is there.