Customer Help and Info

Frequently Asked Questions

 

Where is my order?

You will receive notifications to notify you when your order has been shipped. This will include a tracking number you can use to follow your parcels delivery.

 

I’ve ordered a print, why has my shipping rate increased?

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

 

I’m missing an item in my order.

Due to our different suppliers and, occasionally, international weight restrictions, we sometimes have to send items in separate packages. We will always aim to notify you of this. 

 

How long will it take to arrive?

Please allow up to 7 days for our team to process your order (as we’re a small team!) We will contact you if there are any delays. We are seeing postage face significant delays due to ongoing UK strikes as well as new regulations across international customs control post-Brexit.

UK

All UK orders are sent with a Royal Mail Tracked 48 service. You will receive tracking information in an email once your order has been dispatched. 

International

Please allow up to 3 weeks after your shipping notification for your order to arrive. There are still many postal delays in international countries as a result of new customs processes in the EU post Brexit. We apologise for any delays caused. You will receive tracking information in an email once your order has been dispatched.

 

It’s been longer than this and my order still hasn’t arrived.

If it has gone beyond this timeframe, please follow the steps below to locate your order:

• Firstly, please double check the address you’ve supplied on your order is correct.
• Check with any neighbours, safe places or nearby houses to see if it may have been incorrectly placed.
• Next you should contact your local courier service who are handling the delivery. If they are unable to deliver your parcel for whatever reason, they will hold it in their facilities and, most of the time, you will be able to arrange a re-delivery or collection. You should be kept updated with this via your tracking link.
• Finally, you should 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.

My order is being sent back to you, how can I get it?

If an order is returned to us because it is marked as unclaimed or returned due to an insufficient address, all postage costs to resend are to be paid by the customer. Let us know if you’d like to arrange this and ensure you outline any changes to be made to the address.

We cannot send any refunds for orders returned for the reasons stated above.

I’m not happy with my order, I want to return it.

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: shop@crackmagazine.net 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.

What customs information should I be aware of?

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.

 

I need help with sizing.

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

 

My question isn’t here.

Get in touch with us at shop@crackmagazine.net and we'll be happy to help you.