How can we help?

New to us and got questions? Hopefully we can answer them below!
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    How do I return an order?
    You have 14 days from the date you received your order to return item(s). 
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    Missing Parcel Dispute

    Before contacting us, please check the despatch email we sent which confirms what should have been in the parcel.

    Sometimes we split your order in to more than one delivery so it might be the item(s) you're missing will be delivered separately.

    Also, check the despatch note that came with your parcel. That will list all the items in your parcel. If the item(s) you're missing are not on that note, it's likely they'll be delivered separately.

    If you have tracked your parcel and it shows as delivered but you wish to dispute it, we strongly recommend that you call our     Customer Care team so that we can discuss the  delivery together all in one contact. Please be advised that we may need to use the recording of the call in order to conduct the investigation with our carrier and/or the police.

    Before contacting us we suggest you check with your neighbours and any safe places around the delivery address. Usually the tracking will have a picture of the delivery location and that will be our first port of call.

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    Can I order by telephone?
    We do accept telephone orders – if you contact our store on 0151 227 4645, we’ll be happy to take your order and help you in any way you need.  
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    What payment methods are accepted at CRICKET online?
    We accept Visa, Delta, Visa Electron, MasterCard and American Express. You can also choose to pay with Klarna.
    When selecting this option at checkout, you will be directed to Klarna’s web page, where you can choose your payment options.
    Once this transaction has been completed, Klarna will send you an email confirmation and reminders for when it’s time to pay.      
     
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    Can I cancel my order?
    Depending on the status of your order, it may be possible to cancel an item or change it to a different size. Please note, we’re unable to combine or add an item to an existing order. 
    Please contact customer service online or via telephone at     0333 188 2095
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    Can I amend my order once it’s been placed?
    If you need to make any amendments to your purchase, please contact our customer service team online or by phone at 0333 188 2095 as soon as possible and we’ll see what we can do. 
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    What do I do if I think an item that I purchased from your site is faulty?
    We apologise if you’ve received a faulty item and we want to hear from you straight away.
    Simply contact our customer service team online or by phone at 0333 188 2095 and we’ll     look into this for you. 
    When you get in touch with us, please provide your order number.
    Please be aware that items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty.
    This does not affect your statutory rights.     
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    Do I need to sign for my order?
    Some of our carriers may need a signature when delivering your order – they will be in touch with you if your signature is needed. 
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    How do I track my order?
    Once your order has been dispatched, and received at the delivery partners depot, they will contact you via text or email to notify you of your delivery slot/window. 
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    How do I buy a gift card?
    You can order your gift card online and following the instructions or you can purchase them in-store. 
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    How do I redeem a gift card?
    When placing your order online, choose gift card as your payment method and follow the instructions.
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    Do I need an account to place an order?
    You can shop on the CRICKET site without creating an account.  
    However, if you register with us, you’ll enjoy the following benefits: 
     
    - Track your orders and review past purchases  
    - Receive subscriber discounts  
    - Request an exchange or return directly from your account  
    - Save pieces you love to your Wish List  
    - Save your address and card details, so you can shop even quicker in future 
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    I haven't received my order confirmation email, what do I do?
    If you haven't received your email confirmation, then you will need to contact our customer service team and we will check this for you. 
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    Can I change my delivery address?
    For security reasons, we aren't able to change the address your order is being sent to.  
    Don't worry – if you're not in when a delivery is attempted, our delivery partner will leave a card advising how to arrange a redelivery or where you can pick up your parcel. 
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    I'm missing an item from my order, what do I do?
    Sometimes, we send orders out in separate parcels.
    If you are unsure whether your items have been sent separately, please contact our customer service team online, or alternatively, call     0333 188 2095     
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    I've received an incorrect item in my order, what do I do?

    If you have received an item that you haven't ordered, we want to hear from you straight away. Please contact our customer service, or alternatively, call 0333 188 2095.  
      
    Please send it back to us and we'll resend the correct item as soon as it's arrived back at our warehouse.  


    RETURNING THE ITEM   

    Please complete the returns form, ticking the option 'Received Incorrect Item' to say the item is incorrect, and put the note in your parcel when you send it back. Remember to ask for proof of postage and ensure you keep it safe, in case we need to look at it later.   
    If you choose to return through another method, it's your responsibility to pay for your return. 

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