FAQ

FREQUENTLY ASKED QUESTIONS

**Please note during the Sale period, sale items may take up to 3 working days to process due to the high sales volumes.***

 

Is my payment secure?

Online security is important to CRICKET-fashion.com. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by SagePay. All personal information is strictly confidential.

Can I ship my online purchase to an address other than my card’s billing address?

For your security, first-time orders can only be shipped to the cardholder’s billing address. This is the address where the card is registered. Orders thereafter, can be shipped to an alternative delivery address.

At this present time, orders taken offline- by telephone, can only be shipped to the cardholder’s billing address.

How much is shipping?


Minimum delivery charges are £10 per UK delivery address, £25 per EU delivery address and £35 per non-EU delivery address.  Please see our 'Delivery' information for more.

 

When will I receive my order?


UK orders, placed before 3pm (GMT), Monday to Friday (excluding public holidays) will be delivered on the next business day during working hours, or the next possible business day for those orders placed thereafter. Please not that some remote locations within the UK may take up to 3 working days.

Overseas orders placed before 3pm (GMT) Monday to Friday will be dispatched the same day or the next possible business day for those orders placed thereafter.  Please note that this does not include any time taken for customs clearance in countries where goods are subject to local taxes and duties, payable by the customer. Please refer to ‘Taxes and Duties’.

Shipments to most parts of Europe will be delivered within 2-3 working days, whilst International shipments can take up to 7 working days.

How do I return an item?

Unsuitable items may be refunded or exchanged. To return an item, you must contact customer services within 7 days of receipt of the goods to request a Returns Authorisation Number (RAN). Simply follow the instructions listed in our shipping and delivery terms. Items must be returned within 14 days of receipt of the goods.

All returns must be clearly marked on the outer packaging and on the original invoice as ‘UK returned goods, returned item not required’ together with your Returns Authorisation Number (RAN).  Failure to do so may result in any returned items from outside of the UK incurring additional taxes and duties on import to the UK, which will be the your responsibility to pay. This may delay your refund, credit or exchange. We cannot process any returns or exchanges with taxes and duties outstanding and reserve the right to deduct these charges from your refund.

All items must be returned with their original receipt with the Returns Authorisation Number (RAN) clearly displayed in order for us to issue a full refund for the value of the goods. Refunds will only be credited to the original payment method used and does not include any shipping or handling costs.

It is advisable to send all returned items by DHL. Any returned items must be insured for the full amount of the sum paid and signed for on delivery. Please keep your proof of postage certificate, as we cannot be responsible for goods lost or damaged in transit. Please note that postal costs for returned goods are the customer’s responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.

RETURN INFORMATION IS ONLY APPLICABLE TO ONLINE PURCHASES.  FOR INSTORE RETURNS, PLEASE CONTACT THE STORE ON 0151 227 4645


Where should I send returns to?

All returns must be returned to Catchbest Ltd, Suite 109-112, First Floor, Corn Exchange, Brunswick Street, Liverpool, UK, L2 0PJ.

RETURN INFORMATION IS ONLY APPLICABLE TO ONLINE PURCHASES.  FOR INSTORE RETURNS, PLEASE CONTACT THE STORE ON 0151 227 4645

When will I receive my refund?

If you wish to receive a refund we will re-credit the original purchaser's credit card for the sum paid less any taxes and duties and less the postal costs. Card refunds may take up to 7 working days for your bank to complete once we have processed your return.

How do your gift vouchers work?

 All our Gift Vouchers are sent electronically on the date you specify to the email address given. Payment for the gift voucher will be charged on purchase not on the date of issue and are valid for 12 months from issue. The value of the gift voucher is your choice.

Confirmation of the Gift Voucher will only be sent to the purchaser once the order is confirmed by Cricket. Gift Vouchers can only be cancelled by the purchaser within 1 hour of purchase and will not be valid until confirmation email received. Unwanted Gift Vouchers can not be returned and voucher codes can not be used to purchase another gift voucher.

Items bought using gift vouchers can be returned or exchanged but not refunded, only additional monies paid over and above the gift voucher will be refunded and a new gift voucher code will be issued. When a new gift voucher is issued it will expire on the same date as the original gift voucher.

If you spend more than your gift voucher value you can pay the additional money at checkout, if you spend less than the gift voucher value you will have a credit balance to use later using the same voucher code.

Using your gift voucher is easy just enter your unique code at checkout. You may purchase more than one gift voucher at the same time.


How do I contact customer services?

Our customer services team are available Monday- Friday 9.30am-5pm (GMT), or by calling  0843 509 4550 (UK), +44 151 227 5370 (International) Monday to Friday 9.30am-5pm or emailing customerservices@ CRICKET-fashion.com.

Please note: All charges are subject to change.