What happens if I have a problem with delivery?
If your delivery has been attempted by their courier Hermes, the parcel may have been left in a secure location around your property, or they may have taken the parcel back to the depot. In either of these cases a card will be left advising you that they have attempted delivery and what to do next.
How can I cancel my whole order?
If you are in the European Union and you can cancel your order within fourteen days after the day you get your goods, you must cancel the whole order, they will refund the standard postage and packing costs you paid as part of that order (if any), in accordance with the Distance Selling Regulations. You need to notify them within the 14 day cancellation period via written communication to comply. They accept email communication as a notification. Please use this link if you wish and fill in relevant details. www.craghoppers.com/cancellation-form
If you paid for premium or express delivery, they will only refund the cost of standard delivery. You will have to pay the costs of sending the order back to them. They will not refund any postage and packing charges if you cancel after the fourteen days allowed under the Distance Selling Regulations however if you only cancel part of your order this will not apply (although you still have 28 days to return your goods and receive a refund for the cost of the goods).
What is the payment method?
CRAGHOPPERS accepts all major credit cards including Visa, MasterCard, and Paypal.
What is the return policy?
At Craghoppers, they offer you a 100% guarantee. Quite simply, if you are not satisfied with their products, they will exchange them after they have refunded you and offer free postage on your new exchange order or refund the full amount within 28 days of purchase. The items must be in their original condition and proof of purchase must be present. They offer an easy to use return portal with a local drop off point, please use this link and follow the instructions to return your unwanted items. The cost is variable dependant on your location and is shown once the location is identified. Please use this link to take advantage of this service. Alternatively, you can return via a carrier of your choice directly using the address detail below: Please ensure that you obtain a proof of return as the goods remain your responsibility until they are received by their warehouse.
Craghoppers Ltd - Pioneer Point - Poole Hall Road - Ellesmere post - United Kingdom - CH66 1ST
When will I receive my refund?
You’ll receive an email to confirm when they have received the item at the warehouse, after which your refund will appear in your account within 2 days. This shouldn’t take longer than 14 days from the day that you returned the item back to them.
If you have any questions, don’t hesitate to give them a call on 0161 866 0583.
