Customer Help and Info

ROYAL MAIL - INTERNATIONAL DISRUPTION (25TH JANUARY 2023)

Our mail service provider Royal Mail has temporarily suspended International export services due to a cyber incident. We are currently unable to send any international orders until this is resolved and as a result, please expect a slight delay on your order. You will receive a notification when your parcel has shipped via Shopify. UK shipping continues as normal.  We apologise for any inconvenience caused.

 

Delivery times

UK

All UK orders are sent with a Royal Mail Tracked 48 service. 

International

All orders are sent with Tracked shipping & you will receive a tracking number in your shipping confirmation email from Shopify.

We are aware that there are postal delays to a number of international countries, as a result of both new customs processes in the EU, and ongoing Covid-19 measures. We are extremely sorry for any delays caused. 

 

Posters

Please note that posters are shipped separately to other items. If you have ordered a poster and another item, shipping rates will reflect that of two packages. Please anticipate packages may arrive at different times.

 

My order hasn’t turned up

We are seeing international postage face significant delays at the moment due to ongoing strikes in the UK postal service as well as new regulations across international customs control. Please be prepared to wait up to 4 weeks for your order to arrive.

If it has gone beyond this timeframe, we endeavour to help as much as possible in locating your order. Please follow the steps below to ensure we can rule out all possibilities.

  • The best thing you can do is contact your local postal service and provide your tracking number; this is in your shipping confirmation email. Your package may be held there awaiting customs clearance (see more in Customs information below).
  • Check with neighbours, safe places or nearby houses to see if it may have been incorrectly placed.
  • Finally, contact your country's custom control centre and explain the situation. They may be able to locate it using your tracking number, and advise if your package was refused entry and sent back to us.

When you have tried all of the above, please contact us at shop@crackmagazine.net where we will be happy to assist you with the next steps.

  

Customs information 

If you are ordering merch which will be delivered outside of the UK, you, or the recipient of the order, are for legal purposes the ‘importer of goods’ and therefore must comply with the laws and regulations of the delivery country.

Whoever your order is addressed to is responsible for all customs costs associated with the import of the products, and will be required to pay any additional charges for international delivery. These include import duty, formal customs entry, taxes, levies and other charges that apply outside of the UK. If you are ordering products to be delivered to someone else, please ensure that they are aware of this before you order.

Unfortunately we have no control over these charges. If your order gets stuck in customs, you will need to contact your local customs office and pay any charges or taxes required to release the parcel. Crack cannot do this on your behalf.

 

Refunds, returns and exchanges

If you are not 100% satisfied with your items, please get in touch and we will be happy to help you. All refunds, returns and exchanges will be considered on a case by case basis.

Please detail your request in an email to: , with your order number.

If you wish to return an item, please note we do not cover the cost to send this back to us.

If an order is returned to us, marked as unclaimed or returned due to an insufficient address, all postage costs to resend are to be paid by the customer.

 

Sizing Help

Our clothing generally fits slightly oversized.

Some specific product information can be found below:



Long Sleeve Tees

Size (inches):

S

M

L

XL

Chest (to fit):

37/39

39/41

43/45

45/48



Hoodies

Size (inches):

S

M

L

XL

Chest width 1” below armhole:

23

24

25

26