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Frequently Asked Questions

Below are answers to some Frequently Asked Questions and Problems that you (the user) may have or that have occurred previously.  If there is anything else that you would like answering please don’t hesitate to contact us through our support team at support@crnfrd.co.uk or via telephone 0208 432 4516 – phone line are open Monday – Friday 10.00am – 4.00pm.

Ordering

How to place an order, as I’m new?

We here at CRNFRD. take great pride in your entire shopping experience and have created an easy to use website, with most importantly a safe and secure platform. Therefore, be confident in shopping at CRNFRD.

The easiest way to purchase a product is to first browse through the extensive range of Clothing, Footwear and Accessories through the navigation tabs placed on top, and if need be refining your search by the refinement options on the left in the category pages to find something specific.

Once a product has been chosen along with the appropriate size, simply ‘Add To Basket’.

You will be prompted to your basket with all your chosen products, giving you the total cost of all products. Also, this is the stage where you can add any Discount Codes to receive a discount on your purchases.

After which, when you are happy with the products chosen, you will need to go through the checkout process where you need to add all the required information for the order. Shipping and payment options will be in this section so please mark the correct options and once everything has been completed your goods will be dispatched.

If however at any point you need some further information please contact us on 0208 432 4516 and we can guide you through the process.

 

Difficulty placing an order?

If for some reason you are having trouble placing an order, the simplest and easiest way to take care of this is to contact the Customer Support Team at support@crnfrd.co.uk or via telephone on 0208 432 4516 – phone line are open Monday – Friday 10.00am – 4.00pm. We will be more then happy to resolve the issue as quickly as possible.


Can I order over the phone?

Unfortunately, we are not taking phone orders at present, however, we are taking the correct measures to facilitate this process in the coming future.

 

Can I change my order once placed?

Prior to Dispatch:

If an incorrect order has been placed please contact us soon as possible as if the order has not been dispatched we can cancel the order. This means you would have to re-order the correct items once we have cancelled the order.

Post Dispatch:

If an incorrect order has been placed please contact us soon as possible. If the order has been dispatched we cannot retrieve the parcel. Once you have received your order you will need to return the items and we will give you a full refund. This means you would have to re-order the correct items when ready.  

How do I know my order was successful?

You will know your order is successful once you receive an automated order invoice, which is sent directly to your chosen email. If you do not receive any email your order has not been successful.

 

Payments 

What payment methods do you accept? 

We use two methods to accept payments, both of which are widely used and extremely safe & secure. Sage Pay and PayPal.

Sage Pay is a safe payment service incorporated to the our system where you can use the following cards:

Visa (all Debit and Credit)

Mastercard

Mestro

PayPal is also a widely used platform used for safe and secure payments with worldwide credentials. Through PayPal you can use your personal account to make the payment or even if you do not have an account set up you can still use the secure service to pay by your chosen credit or debit card. The following cards are accepted:

Visa (all Debit and Credit)

Mastercard

Mestro

American Express

 

Is it safe to order online?

Absolutely. As standard with the implementation of both Sage Pay and PayPal is the use of SSL Encryption to protect all your details you enter, such as your name, address, card details etc. The Encryption is means that no one can hack and read or take the information you are inputting at that time.

Security checks are undertaken when the payment is sent to control any misuse of credit card usage to authenticate that the transaction is real.  

 

Delivery

How much does shipping cost and estimated delivery time?

*FREE – 2-4 Working Days myHermes Tracked & Sign (on order OVER the value of £70)

*3.95 2-4 Working Days myHermes Tracked & Sign

*£5.95 1-2 Working Days UK Mail Signed For

*£6.95 UK Mail Special Guaranteed Next Working Day Before 1pm

*Orders must be placed before 1pm GMT to receive the order in the time span stated. This means that all order orders placed before 1pm GMT will be sent out the same day. (Please note we don’t offer a guaranteed Saturday delivery)


Where do you ship?

Currently, we ONLY ship to the UK. However we are taking the correct measures to facilitate the option of taking international orders.


When will I know my order has been dispatched?

An email will be sent out to you once the orders have been dispatched after 1pm.


Do you deliver to PO BOX addresses?

Unfortunately, we are not delivering to PO BOX address due to security risks that may occur.


Returns

How do I return at item(s)?

We are happy to return any item within 14 days of purchase.

We use myHermes for our returns, as they are a trusted household name with over 2000 local stores nationwide. Most Store are open till late meaning no more lining up at peak times at the Post Office.

Please follow the steps below:

1, Please contact the Support Team (support@crnfrd.co.uk) to give them your Name, address and what you are returning, as they will send you the returns label

2, Fill out Returns Form and add to the parcel

3, Print out the returns label and attach on the parcel

4, Use the shop locator to find you’re nearest store on http://bit.ly/1dVEbYr  

5, Drop at your local store and collect the receipt

-You must retain the receipt of posting to prove that you have returned the parcel. It is your responsibility until we receive it. We will then give you confirmation that we have received the parcel and what the next stage is.


What if I have received the incorrect order or items?

If for some reason you have received an incorrect order we will be more then happy to resolve the problem you have. You should contact us as soon as possible through our support team atsupport@crnfrd.co.uk or via telephone 0208 431 4516 – phone line are open Monday – Friday 10.00am – 4.00pm. Please quote your reference number when emailing us.