Help
A small number of orders placed in November and December have been affected by Royal Mail strikes. We will contact you if this affects your order. Our customer service team are dealing with a high number of queries related to Evri courier delays and will respond to your query as soon as possible. We are working to deliver as many delayed orders ahead of Christmas as possible.
If your delivery has been attempted by one of our couriers, the parcel may have been left in a secure location around your property, or they may have taken the parcel back to the depot. In either of these cases a card will be left advising you that they have attempted delivery and what to do next.
Delivery to one of our stores is free of charge and can be selected at checkout. Please select the Click and Collect option and simply enter your postcode to find your nearest store.
As we aim to despatch your parcel as quickly as possible we are unfortunately unable to cancel or amend your order once it has been placed. For more help on how to return an unwanted order, please see how to Arrange a Return or contact us.
If you have any problem with a delivery or require the tracking information, please contact us.
If there are any items missing from your parcel and you have not received an email to inform you of a stock cancellation, please contact us.
Delivery to all of our stores is free of charge and can be selected at checkout. Please select the Click & Collect option and enter your postcode to find your nearest store.
We'll hold the parcel for 7 days. If the parcel is not collected we will cancel the order and process a full refund.
We will send you an email once your order is ready to collect from your chosen store.
Please check your junk/spam folder for any emails. If you were logged in when placing the order, please check your account's order history, make a note of your order reference and bring this along to the store. If ordered as a guest, please kindly contact us so we can assist with your order reference.
Delivery to store can take up to 5 working days. If you have not received a 'ready to collect' email after this time, please contact us.
Simply head to the till point in store and show your order confirmation email, or quote your order reference and postcode.
Of course! The parcel can be collected on your behalf as long as they can quote the order reference and billing address postcode.
You can collect your parcel as soon as you have received an email advising it is ready for collection. Please check our store opening times here.
Please visit the till point in stores and any staff member will be happy to help.
Absolutely not! Delivery to our stores is free of charge.
If the parcel is not collected we will cancel the order and process a full refund. You will receive an email to confirm once this has been done.
You can return to any of our stores free of charge. If you'd prefer to arrange an Evri drop-off or home collection, please click here.
You can place an order of any size and have it delivered to one of our stores.
You can arrange a convenient Evri ParcelShop drop-off for £2.99 or home collection for £2.99. Please click here and follow the instructions.
Simply complete the returns form included in your parcel* then click here and follow the instructions. If you no longer have this form, please simply include a cover letter with your name, order reference and details of item(s) being returned.
If you no longer have this form, please simply include a cover letter with your name, order reference and details of item(s) being returned.
We're sorry if you have received a faulty item - please contact us to arrange a full refund.
If your item was discounted using a promo code, you will be refunded the price paid after discount for that specific product.
You will receive your refund within 14 days of the returned item being collected by the courier. We will email you once your refund has been processed. If you have not received your refund after 14 days of returning your item, please contact us.
For orders paid for with a credit/debit card, your card will not be charged for the cancelled item and any pending funds released within 10 working days.
For Klarna payments, your Klarna account will be adjusted to reflect the cancelled item within 5 working days.
If you would like to exchange an item purchased from us online, please return it to us for a refund and then simply place a new order for the replacement. For purchases made in store, please return to any of our stores with your receipt or proof of purchase within 30 days.
If you are in the European Union and you cancel your order within fourteen days after the day you get your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any), in accordance with the Distance Selling Regulations.
Please click here to notify us and fill in all relevant details
Accepted payment methods
We accept Visa, MasterCard, PayPal and Klarna.
Unfortunately we are unable to accept Maestro & American Express. Payment will only be taken once your order has been dispatched if using a debit or credit card.
Please note that for payments by debit or credit cards, we charge your order upon despatch. If you are using Paypal, payment is taken upon order and if for any reason we are unable to despatch your goods we will refund you direct to your Paypal Account and advise via email that this has been processed.
We try our best to send orders out in one parcel but if your order is sent in two, don't worry you will not be charged for the additional delivery. However, your card statement may show your order value split into separate charges corresponding to each despatch.
We are not able to accept e cheque payments in paypal, if they are submitted we will cancel the order and email via paypal to confirm this has not been accepted.
Klarna is a safe and flexible payment option. Shop now and either pay in 30 days, or split the cost into 3 interest free installments. Click here for more details.
If paying with credit/debit card, you will be charged upon despatch. PayPal, Apple/Google Pay and Klarna orders are charged at the time of order.
If you have a promotional discount code this will need to be entered in the basket page just prior to check out. If you have forgotten to enter your promotional code please contact us using the live chat facility and a member of the team will assist.
We are happy to offer 12% Student Discount at Craghoppers with Student Beans. Use our Craghoppers student discount code at the checkout to enjoy 12% off your order.
For instant access to this discount simply register and verify your student status with Student Beans.
It's free! To sign up or login, please visit https://www.craghoppers.com/student-discount/studentbeans/
If you are having trouble getting the discount to apply to your basket total, make sure you’ve input the correct code, taking note of upper and lower case characters.
Some of our promotional codes can only be used on applicable items, so please double check the T&C's. Discount codes need to be added to basket for discount to apply. Only one discount code can be used at one time and they can not be used in conjunction with multi-buys. If you are still unable to apply your code, please contact us.
If your item was discounted using a promo code, you will be refunded the price paid after discount for that specific product.
If any of our promotions are more expensive online than in one of our Craghoppers stores, please get in touch to discuss a price match with our team.
At Craghoppers, we are so proud of the quality of our garments; we offer a Guarantee For Life on all of our products. All you need to do is register it with us, keep your proof of purchase and it will be replaced for the same or like for like item. We do not offer monetary refunds for items that are bought from a stockist.
Our dedicated Customer Service team will arrange for the item to be replaced for a like item. If you have an item and we do not have the same in stock we will replace with what we consider a ‘like for like’ replacement from the current season.
If you have purchased your item from a third party retailer the guarantee is with them for the first 12 months and a proof of purchase needs to be provided so that they can offer an appropriate solution. The Guarantee for Life does not cover abnormal wear and tear, misuse or accidental damage (go easy taunting that pride of lions). We will request photos of the item to assess prior to any decision being made regarding our life time guarantee.
Please note our Luggage and Footwear collections are covered by the following warranties:
- Luggage: 5 Years from date of purchase: You will require proof of purchase and assessment from the dedicated customer service team.
- Footwear: 2 years from date of purchase. You will require proof of purchase and assessment from the dedicated customer service team.
- Walking Poles: 2 years from date of purchase. You will require proof of purchase and assessment from the dedicated customer service team.
Our footwear range has a standard fitting but if you need any advice with sizing, please contact us.
If any of our products are more expensive online than in one of our Craghoppers stores, please get in touch to discuss a price match with our team.
All of our products have a link to our size guide to help you choose the perfect size. If you need any advice you can also contact us.
Our SolarShield fabric technology provides select styles with UPF 40+ protection from harmful UV rays. Sun-protection is given by a combination of 3 things, the density of the fabric construction, the type of yarns used and its colour.
Select styles are made with our AquaDry technology which is a combination of waterproof and breathable coating and fabrics for a guaranteed level of protection and comfort. The outer face is treated with a DWR (Durable Water Repellent) finish to help keep the outer fabric drier for longer.
Our warmth rating system is designed to explain the insulating properties of our men’s insulated jackets and women’s insulated jackets, when worn as part of a technical layering system. The ratings range from 1 (regular) to 3 (optimum for extreme conditions) and can be viewed here.