Shipping & Returns
Online Shop Customer Service Hours: Monday - Friday (10:00am to 4:00pm PST)
*If you are having problems placing an order or have an issue with an order you've already received, please contact our Online Shop Customer Service Department.
*Please allow up to 2 Business Days for a response from one of our Customer Service Representatives.
*Please note that only emails concerning purchases made directly through the crooksncastles.com online shop will be answered.
**If you did not receive an item(s) that was stated on your invoice, please contact us.
PROCESSING AND HANDLING TIME:
Once an order is placed on our website, please allow (1-3 business days) for the order to be processed with a shipping label printed, prepared and packed, ready for shipping.
*If you have not received a tracking number, but received confirmation that your order is going to be shipped, please contact [email protected] for tracking information.
Although availability may be indicated on our site, we cannot guarantee product availability or immediate delivery. We reserve the right, without liability or prior notice to revise, discontinue, or cease to make available any or all products or to cancel any order.
Domestic Shipping Policies:
Please allow 1-3 business days for your order to be processed and shipped. Standard shipments will ship via USPS, FedEx or UPS depending on your location. Orders with shipping addresses in Hawaii, Alaska, PO Boxes, APO/FO & U.S. Territories will ship via USPS Priority. You will receive a shipment notification email with tracking once your order has shipped.
International Shipping Policies:
Please allow 1-3 business days for your order to be processed and shipped. Depending on choice of Carrier, delivery times may vary. Typically for USPS First-Class International shipments, please allow 2-3 weeks for delivery. USPS "Priority Mail" 7-14 days. FedEx/UPS varies with choice of delivery method. You will receive a shipment notification email with tracking once your order has shipped.
Customs, Duties, Taxes:
All applicable customs and import duties, fees, taxes are the responsibility of the customer.
We ship your package DDU (duties and taxes unpaid), and we do not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If your order does require these additional charges, they must be paid by you in order for your package to clear customs. Some countries may require additional fees paid Collect on Delivery (COD). These fees are paid to the local carrier and are not collected by Crooks & Castles.
Customs authorities require that we state the value of your order directly on your package. Customs agents have the right to release or deny release of your package, and in rare cases, they may also delay delivery.
ORDERS PLACED DURING SALES AND NEARING SPECIAL HOLIDAYS:
Special circumstances such as national holidays may delay the processing and preparation time as well as the duration of both shipping methods (Priority and Express mail) for domestic and international orders by up to an additional 14 days. Please keep this in mind when ordering. (These are some of the specific holidays that you should consider-- including, but not limited to: Veteran’s Day, Memorial Day, 4th of July, Thanksgiving, Black Friday, Cyber Monday, Christmas, etc.)
**If you have not received your order after 3 weeks from the date you ordered with us, please contact us.Online Shop crooksncastles.com is NOT responsible for misdeliveries. If you miswrote the shipping address on your order, please contact us within 24 hours of placing the order so we can correct the address. Failure to contact us may result in the loss of your package or may be sent back to our facility, in which you will be required to pay for the reshipping fees via money request/shipping invoice sent to you through e-mail.
NO REFUNDS WILL BE ISSUED ON ANY ITEMS FROM CROOKSNCASTLES.COM NON-SALE OR SALE ITEMS. STRICTLY EXCHANGES OR STORE CREDIT ONLY
Our goal is for you to be satisfied with your purchase from Crooks & Castles. If, for any reason, you are not, we are more than willing to do an exchange or issue you store credit.
If you have purchased an item from crooksncastles.com, you may exchange it for a different color, size or style. You have 10 days from when your order was received to return the item(s) to make an exchange (i.e. If your order was delivered on the 1st, you have until the 10th to contact us about making a return).
- Merchandise must be returned within 10 days of receipt.
- Merchandise must be unworn and unwashed.
- Merchandise must have all tags attached.
Any merchandise purchased at discount or sale cannot be returned.
Crooks & Castles Online Shop reserves the right to refuse exchanges requested from orders made on special sales and from items purchased under the Sales Category on our online site. THESE ARE FINAL SALE.
Returns are subject to a minimum 15% restocking fee if the item is found to not be in the same condition as it was when it was initially sent to you. If the tags are detached or items show wear, we will incur a restocking fee. Items that are washed will be subject to an automatic cancellation with no exchange or store credit.
Prior to exchanging the item(s):
Please contact us via e-mail to inform us of your return: shop.crooksncastles.com
When shipping your item(s) back to our warehouse, please include:
A copy of your original invoice and a written explanation of the item(s) you are exchanging for.
All exchanges are dependent on current stock availability and condition of product upon inspection.
If we do not have the item available, we can issue you store credit.
Please allow 7-10 business days from when it is delivered for your exchange/return to be processed.
Customers are responsible to pay shipping fees when an exchange or a return for store credit is requested.
Failure to pay the shipping fees will result in the CANCELLATION of your exchange and store credit may be automatically disbursed.
Shipping fees are non-refundable.
All exchanges are to be shipped via insured traceable mail in a secure package to the following address (We are not liable for packages lost in transit; please have a tracking number for your reference and proof):
Crooks & Castles
Attn: Return & Exchange Department
3012 S. Croddy Way
Santa Ana, CA 92704