Help
Arrange a return
Reason for return?
Changed my mind
When was the item purchased?
Collection or Drop Off
Arrange collection from your home or drop the parcel off.
Process Of Return
- Fill out the returns section on the front of your delivery note. If you no longer have your delivery note, please include a covering letter containing your name, order reference and details of return.
- Package your parcel securely with the delivery note inside, making sure that you've removed the original address label
- Arrange collection from your home or drop off your parcel.
Unable to return
Any unwanted Christmas gifts ordered between the 18th of October and the 25th of December can be returned up until the 30th of January. Our standard 30-day return policy applies for any gifts purchased from the 26th of December.
If you have purchased your order within this time frame, please click here.
If your order was placed outside of this timeframe, we are unable to arrange an exchange as the returns period has ended.
When was the item purchased?
Visit Store
Please visit one of our stores with proof of purchase for a refund.
Where was the item purchased?
Contact Us
We are sorry to hear there's a problem with your product. Please contact us so we can assist with the return of the item.
When was the item purchased?
Less than 12 months ago
Please visit one of our stores with proof of purchase
Contact Us
We are sorry to hear there's a problem with your product. Please contact us so we can assist with the return of the item.
We offer a flat rate of $7 for returns. You can start your return on our portal by clicking here.
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.If paying by PayPal, a refund will be processed for the cancelled item within 48 hours.
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.
We accept returns on all purchases made on our website or by telephone. If you are in any way dissatisfied with the goods you ordered for any reason, we will give you a full refund, provided you return them to us unused with the original labels and packaging, including proof of purchase within 30 days.
You can use our online portal to start your return by clicking here.
Please note at this time we can only accept returns of products purchased via the website. If you have purchased goods through one of our stores, please arrange your return with them directly. We also cannot accept online returns in stores at this time.
Please return your item unused and in original condition (including all labels and tags intact) with proof of purchase within 30 days, and we’ll give you a refund as long as your returned product meets our terms and conditions. Please complete the returns form included in your parcel - 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.
Exceptions:
- Products you received over 30 days ago
- Products that have been opened or unsealed (other than where necessary to inspect)
- Products without original packaging or labels
Products that cannot be returned for hygiene reasons:
- Swimwear
- Lingerie, briefs and stick-on bras
- Personal care products
Exchanges
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.
You need to notify us within the 14 day cancellation period via written communication to comply. We accept email communication as notification
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.
Stock cancellations:
During busy periods certain items might sell out before our systems have caught up. If this has happened, we will notify you of any cancellations within 3 working days of placing your order.
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.
If paying by PayPal, a refund will be processed for the cancelled item within 48 hours.
Stock cancellations:
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.