- ANCHOR & CREW
- Frequently Asked Questions
Frequently Asked Questions
Quick Help. Frequently Asked Questions
Issues With An Order
Will My Order Be Safe While In Transit?
Of course. All items are dispatched within a 100% recyclable, sealed and padded package. The actual items are also complete with white fabric pouches and if your purchased item is worth over £50, you will also receive a collectable ANCHOR & CREW tin along with the pouch.
What Happens If An Item Is Missing From An Order?
Although very rare given our team's setup, mistakes can indeed happen from time to time. If there is any item missing, please contact us and we shall investigate this for you.
What If A Received Item Is Faulty?
If you receive a faulty item, please contact us (with photographic evidence) and we will happily replace this for you. All items arrive with a 1 year brand warranty and so you will be covered under this protection. Please note, however, that the guarantee does not cover against damage that has occurred due to maltreatment. We will also advise you how to return the faulty item back.
Can I Cancel Or Amend My Order Once Placed?
If you change your mind after placing an order, you can cancel or amend it at any time before we dispatch it. We dispatch all parcels at the local time shown in the delivery counter that is displayed beneath the blue bar across the header of this website (for Great Britain this is 4pm GMT & BST). Please contact us immediately to ensure that the item has not yet been dispatched and let us know your name, address details and order number. Whilst we will make every effort to cancel or amend the order, this isn't always possible due to the time of request, and if we are unable to help, your order can be returned for a full refund within 28 days.
What If An Ordered Item Is The Wrong Size?
If you have received an incorrectly sized item we will happily send you the correct size (subject to availability). Please contact us and we will arrange this for you, and will also advise you how to return the incorrect item back.
How Long Does Standard Delivery Take?
Every UK order of in stock item(s) is dispatched the same working day using Royal Mail Recorded Postage as standard regardless of the item's size. Providing your order is placed with us before the local time shown in the delivery counter that is displayed beneath the blue bar across the header of this website (For Great Britain this is 4pm GMT & BST), your item(s) should arrive to a UK address within 2-3 working days (in 99% of occasions, except The Highlands and Channel Islands). This Royal Mail Recorded Postage is entirely FREE if you spend over £20.00 on your order, or £5.00 as standard if less.
Why Do You Use Recorded Delivery As Standard?
We like to make sure our customers come first and so our standard Recorded option is above and beyond the typical Royal Mail First Class, enabling a degree of postage insurance, basic tracking and a signature-on-receipt.
Can I Track My Order?
Yes, for each order that is shown in your account area you are able to see the tracking number that is assigned to your delivery. You will also receive tracking number information in any delivery confirmation email.
Can I Have My Delivery Arrive Before 1pm The Next Day?
With an upgrade at checkout to Special Next Day Delivery, your in stock item(s) will be shipped the same working day and definitely arrive the next working day before 1pm. This method provides extensive postage insurance, detailed tracking information and a signature-on-receipt, and costs £5.00 extra.
I Am An International Customer. What Postage Options Do I Have?
We can ship to virtually any address in the world. We work with all of UPS, TNT, DHL and Royal Mail, and will choose the most appropriate delivery provider for the final destination address. Provision of tracking and signature-on-receipt will depend on the destination country and their customs officer policies. We work hard to secure our delivery network and ANCHOR & CREW delivers to Europe, USA and Australasia frequently.
For all EU orders, there are no extra import duties or taxes to pay. In accordance with new EU laws effective 1 July 2021, our checkout will charge your local EU country tax rate and all applicable taxes will be paid as part of your ANCHOR & CREW checkout process rather than at the time of importing your delivery.
For all non-EU international shipping addresses, taxes are not charged within your checkout and additional taxes may be required to be paid to import your delivery. Many countries have thresholds in which deliveries under their set values are tax and duty free. If you do not know your country's import thresholds, please check with your local authority for more information.
For all international shipping addresses, our International Courier Delivery service is entirely FREE if you spend over £51.00 on your order, or £5.00 as standard if less.
Do You Have Further Delivery Information?
Yes, please visit our delivery and returns for full information.
My Item Hasn't Arrived. What Do I Do?
Whilst we make every attempt to deliver orders within the expected delivery timescale, delays can happen. These delays are likely associated with the postal delivery service, and therefore please do allow up to an additional 48 hours for the delivery to arrive. If no delivery has been made, please contact us and we will investigate further.
What If I Am Not In When My Order Arrives?
If you're not in when local delivery is attempted, our chosen courier will then either attempt delivery with a neighbour or leave you a calling card detailing how you can rearrange delivery for another time.
Returns, Refunds & Payment
What Is Your Return Policy?
When you order any item online, you are entitled to a cooling off period after dispatch within which you can return your unused item(s) for a full refund without any penalty. Our cooling off period is 28 days. If you wish to return any purchased item(s) you have a duty to keep them in your possession and to take reasonable care of them until you return them. Goods must be returned in their original condition, including our branded tin packaging and guarantees, within the cooling off period, and please contact us to arrange such action. We cannot accept returns and issue refunds on any used items that are either unwanted or non-faulty.
What Is Your Returns Address?
Please return any item to the delivery address of: ANCHOR & CREW, Banks Mill Studios, 71 Bridge Street, Derby. DE1 3LB (Great Britain)
How Do I Know You Have Received My Returned Order Back?
As soon as your return is received we shall process your refund and you shall get an automated email to confirm the change in your order's status. Monies should return back to your account within 4 working days.
How Secure Is This Website Environment / Are My Details Safe?
You can shop in confidence with ANCHOR & CREW, whereby this website is 100% secured by the highest standard form of web encryption with advanced SSL security provided by GeoTrust. You can see this for yourself by the 'https://' showing as green text in your url search bar.
How Can I Pay?
We accept various international payment methods, cards and currencies at our checkout and also offer PayPal, Apple Pay, Amazon Pay and Google Pay as alternative payment options. The logos of our accepted cards can be found in the footer of this website.
All customer orders made via ANCHOR & CREW are processed via Barclays Merchant Services and are hosted securely by the external platforms of our card payment gateways: Square, PayPal, Apple Pay, Amazon Pay or Google Pay. This website uses the highest standard form of GeoTrust web encryption with advanced SSL security.
When Is My Card Charged?
Your account will be debited upon placement of your order, and not on dispatch of the item.
Have I Been Overcharged For My Order?
Very rare, in fact we don't actually think this has ever happened before. If you're the first to believe you have been overcharged, please contact us and we shall investigate this for you.
Do You Offer Price Match?
Sorry, we do not offer price match facility.
Do You Refund Postage if I Return Something?
Sorry, unfortunately we cannot refund your delivery costs. We recommend that you return items to us via Royal Mail. Please ensure you have sufficient insurance cover especially when returning valuable products. We cannot accept liability for goods lost or damaged in return-post. Should you be sent a faulty item, we will of course reimburse you fully.
Can I Refund An Order If The Price Has Changed After Ordering?
Although very rare to occur given that our prices remain consistent throughout seasons, on the occasion of a product entering our sales outlet then we are sorry to say that we cannot refund any orders that have changed in price after the actual purchase has been made.
Discount Codes & Gift Certificates (Vouchers)
Do You Offer Student Discounts?
Sorry, at present we do not have the ability to process an automated 10% discount for any student orders. That said, some of our trusted retailers will probably be able to do so and should you rather receive 10% off than shop at the Official website, then we invite you to use those websites. Our priority is seeing you with an awesome accessory and giving you a brilliant customer service. Visit our retailer finder to discover these online stockists.
How Do I Redeem A Discount Code?
When you view your cart / basket, simply enter your discount code into the box beneath your basket items and click 'Go'.
How Do I Redeem Gift Certificate (Voucher)?
When you view your cart / basket, simply enter your gift certificate code into the box beneath your basket items and click 'Go'.
How Do I Purchase A Gift Certificate (Voucher)?
Gift Certificates can be easily purchased online. The Gift Certificate can be of any value above £1.00 and will be emailed to the recipient after your order has been paid for. Such gift certificates are electronic - there is no paper equivalent to be received in the post (we like to think about the environment).
Can I Still Return Items If I Pay Using A Discount Code?
Yes, you can still return items that have been bought using a promotional code.
Is My Discount Code Available On Sale Items?
Sorry, no promotional codes are valid on any discounted price or discounted products.
Can I Still Return Items If I Pay Using A Gift Certificate (Voucher)?
Sorry, we're afraid that gift certificates (vouchers) are non-refundable.
Can I Check My Remaining Balance of A Gift Certificate (Voucher)?
If you purchase an item that is valued less than your gift certificate (voucher) value, then the remaining balance will remain on your account. You can easily check your balance here.
What If I Haven't Received My Gift Certificate (Voucher)?
Please check your junk folders in your email client, however should there still be no email there, contact us and we will investigate this further.
Stock Levels & Styling
Are Your Items In Stock If They Say 'In Stock'?
Yes, we continually monitor our items in stock and maintain to have only in-stock items available to purchase online at any point in time. The amount of stock that any item has is indicated on the product listing pages.
Can You Help Me Style Items?
Of course. We offer an online chat service which is available for everyone, are contactable by phone or email (and endeavour to reply back the same working day), and also offer 'as-worn' wrist photos and 'how to' guides with every product listing that help explain how to style our accessories.