PLACING AN ORDER

Placing an order is a simple process.

1. Click 'Add to bag' to select the item you want to buy in your bag.  
2. When you have finished shopping, click on the bag icon to view the items in your bag and to go pay. If you're happy with the items, click 'Checkout'.
3. Enter your email address and password if you are an existing customer or if you're a new customer, register now. You will then be taken to the ‘Confirm and Pay’ page.
4. Review and confirm the items in your order. Make sure to check as you can’t amend your order after.
5. If you have a promo code or voucher to spend, you'll need to enter this under the promo code / voucher tab.
6. Confirm your delivery address and the delivery method. Be aware of any shipping or sales tax fees.
7. Confirm your payment method and 'Place Order'. To protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.

An email confirmation will be sent to your registered email address to let you know your order details. It's worth checking Crew Anime is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.

 Bulk Orders

You may place a bulk order with us by contacting us on our Instagram @crewanimeapparel or by emailing us at support@crewanime.com

These are the following terms:

By placing a bulk order with Crew Anime, hereafter referred to as "Seller", the purchaser, hereafter referred to as "Buyer", acknowledges and agrees to the following terms and conditions:

1. Definition of Bulk Order: A bulk order is defined as a purchase of a significantly large quantity of goods or services, 20+ items, exceeding the standard limits set by the Seller for individual or small-scale orders, .

2. Non-Refundable Nature of Bulk Orders: Buyer understands and accepts that all bulk orders are non-refundable. Once a bulk order is confirmed and payment is received, it cannot be cancelled or refunded for any reason.

3. Order Confirmation: Upon placement of a bulk order, the Buyer will receive an order confirmation detailing the specifics of the purchase, including quantity, pricing, and delivery details. The Buyer is responsible for reviewing this confirmation for accuracy and promptly notifying the Seller of any discrepancies.

4. Cancellation Exceptions: In the event that the Seller is unable to fulfil a bulk order due to circumstances beyond their control, such as product unavailability, production issues, or other unforeseen circumstances, the Seller reserves the right to amend the order or refund the cost amount of the unavailable products.

5. Quality Assurance: The Seller ensures that all products or services included in the bulk order will meet the specified quality standards as outlined in the Seller's product descriptions or service agreements. In the event of any quality concerns, the Buyer should refer to the Seller's warranty or guarantee policies for resolution.

6. Delivery and Shipping: Delivery timelines and shipping methods for bulk orders will be communicated at the time of order confirmation. The Buyer is responsible for providing accurate and complete shipping information. Any additional charges or fees incurred due to inaccurate information will be the responsibility of the Buyer.

7. Damaged or Defective Products: In the event that the Buyer receives damaged or defective products as part of a bulk order, the Buyer should notify the Seller within 10 days from the date of receipt. The Seller will work with the Buyer to find a suitable resolution, which may include replacement or refund as per the Seller's policies.

By proceeding with a bulk order, the Buyer acknowledges that they have read, understood, and agreed to the terms and conditions outlined herein.

WHEN WILL MY ORDER SHIP/ BE DELIVERED?

Shipping times estimated upon checkout do not include processing time. At this time, please allow 5-10 business days for your order to process and ship, and add the shipping time estimate shown during checkout. We ship all orders as quickly as possible so it could be sooner than the dates mentioned above. During holidays, please allow several extra days. If a shipment is time sensitive, please do your best to place it ahead of time or consider choosing a faster shipping option.

Please be aware that Crew Anime has no control over shipping delays, even if a customer pays for priority shipping, once an order leaves our facility. Once a package has been picked up by the carrier, all shipping updates are the carrier's responsibility. If you are having issues with your order being delayed once it has been shipped, please reach out to your carrier directly for updates.

 

WHERE DO WE DELIVER?

We aim to ship around the world. However, customers are responsible for looking up their own country's laws. While we do our best to inform customers of restricted products whenever possible, we cannot be held accountable for products confiscated by customs. Please note that customers are also responsible for any duties and taxes they may be charged during import.

 

SHIPPING RATES

Shipping is calculated automatically through many different carrier options. Rates vary around the world. Accurate shipping rates are calculated upon checkout.

International shipping rates vary depending on the size and weight of the products selected. For the most accurate estimate, create an order, click checkout and then the shipping rates will be displayed. You will not be charged for an order unless you select your shipping and submit the order.

 

PAYMENT OPTIONS & KLARNA

We accept VISA, Mastercard, American Express, VISA-debit, Shop Pay, Apple Pay & Klarna 

Please note: Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status: https://www.klarna.com/uk/terms-and-conditions/

Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. Crew Anime have no control over these sites and are not responsible for their content or availability.

 

TRACKING & DELIVERY UPDATES

Once your order has been placed, you will receive a confirmation email to the email address you used during checkout. This will include your order number, keep a note of this as it is important when claiming a return or if there are any problems with shipping.

We aim to dispatch orders within 5-10 working days. Once your order is dispatched, you will receive an email with tracking information. If you've selected a tracked service, we will pass your information to the courier so you can receive detailed tracking information from them directly.

Once your order has been dispatched, you will receive shipping confirmation via email. The email will include a tracking number and link, if not, you are able to track your product using our website www.crewanime.com . Email us at support@crewanime.com if you have not received your tracking or order number and we will do our best to provide assistance.

 

RETURN TERMS AND GUIDELINES – WITHIN 10 DAYS OF RECEIVING ITEMS

EMBROIDERY

PLEASE NOTE: EMBROIDERY ITEMS CAN NOT BE RETURNED, IT IS AN EXPENSIVE AND TIME INTENSIVE PROCESS SO ONCE THE ORDER IS PLACED IT MAY NOT BE EXCHANGED OR RETURNED OR REFUNDED IF PRODUCTION HAS STARTED, ONLY CANCELED. NOTIFY US ASAP.

 

• All returned items must be unworn, unwashed, and complete with original tags and/or packaging if applicable.
• We are not responsible for the return shipping costs of the items.
• All Items must be in original, resalable condition.
• Please make sure all returned items are well packaged, so as not to be damaged in the post.

We don't accept returns for unwanted items after the relevant returns period, 10 days of receiving the shipment. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

 

MISSING / INCORRECT ITEMS

For large orders we may split them over two packages. Please check your emails for any further tracking numbers.

In the unfortunate event that you have missing items from your parcel, please send an email to support@crewanime.com within 48 hours of delivery that includes the following information: 1) Your name, order number, and a brief description of what happened, including the name of the missing item(s) in question 2) Pictures of the overall box. Please include pictures of all 6 sides, the insides of the box and the packing materials, 3) Pictures of the product, including an overview picture and the order receipt/ items 4) All missing items must be reported within 48 hours of delivery as missing items reported after 48 hours will not be eligible for a replacement or refund.

Please keep the items, including the box and all packing materials until we notify you of the next steps.

 

DAMAGED / FAULTY ITEMS

In the unfortunate event that you receive any damaged items in your parcel, please send an email to support@crewanime.com within 48 hours of delivery that includes the following information: 1) Your name, order number, and a brief description of what happened, including the name of the damaged item(s) in question 2) Pictures of the overall box. Please include pictures of all 6 sides, the insides of the box and the packing materials, and close-ups of where the damage likely occurred 3) Pictures of the product, including an overview picture and a close up of the damage area 4) Acknowledgement that the damaged item needs to be returned before being replaced. All damage must be reported within 48 hours of delivery as damaged items reported after 48 hours will not be eligible for a replacement or refund.

Please keep the damaged item, including the box and all packing materials until we notify you of the next steps.

Note:

There is no warranty on the products. If items arrived damage then see the above paragraph. We are not liable for damages that is due to normal wear and tear, improper care of the clothing or misuse of the items in any way other than its intended use.

 

LOST ITEMS

Please note that packages are rarely lost. While we do our best to ensure all packages are delivered in a timely manner, sometimes there are shipping delays. We always ship with tracking whenever possible and we do not have any extra information on our end, aside from what is stated in the tracking you receive.

Please allow 72 hours after the expected delivery time indicated in the tracking to report that a package is lost. In the unfortunate event that you suspect your package is lost, please send us an email including the following information: Your name, order number, and a brief description of what happened.

We will be filing a lost package search with the shipper. If the package is confirmed lost, we will notify you of the next steps to obtain a replacement.

If the package was confirmed delivered according to tracking and you think you may be the victim of package theft, please be aware, there are very limited actions we can take on our end. Please report this loss to your local police and phone your credit card company for insurance coverage. Please keep a copy of the police report for your records. If you have any evidence of package theft (ie. video camera footage), please submit this to your local police and inform your credit card company of the additional evidence. 

 

ONLINE SALES RETURNS

Should you decide you do not want a product within 10 days of delivery we will gladly offer a refund upon return of the product. You will be responsible for any shipping costs associated with the return. We do NOT accept returns on used products or embroidery.

 

EMBROIDERY

PLEASE NOTE: EMBROIDERY ITEMS CAN NOT BE RETURNED, IT IS AN EXPENSIVE AND TIME INTENSIVE PROCESS SO ONCE THE ORDER IS PLACED IT MAY NOT BE EXCHANGED OR RETURNED OR REFUNDED IF PRODUCTION HAS STARTED, ONLY CANCELED. NOTIFY US ASAP.

PHYSICAL STORE

We’re an online-only retailer. This means that we DO NOT have any physical stores, and due to safety reasons we can’t let customers into our Fulfilment Centre.

If you have questions about a product, our friendly Customer Service team is here to help. You can contact us by submitting a request to our email:

support@crewanime.com 

 

SALES TAX

All orders are taxed according to your Province, Territory or State.

We are not responsible for any customs, duties, or other fees incurred after the initial transaction has processed.

 

OVERSIZED ORDERS, SPECIAL CIRCUMSTANCES OR REMOTE LOCATIONS

In certain extraneous cases, additional shipping charges may be required. In these situations you will be contacted to arrange payment or you may consider cancelling your order by contacting us on email, at support@crewanime.com , however we cannot guarantee cancellation of the order once it’s been placed.

 

SELLER PROTECTION & FRAUD DETECTION

Orders may be subject to a name, address, and phone verification with the issuing bank of the credit card. If there are any discrepancies or errors that arise from this process we will attempt to contact you to resolve the issue.

At our discretion we may include a Card For Pickup or Signature option for higher valued orders. This acts as insurance/seller protection and also prevents the theft of orders left on doorsteps.

 

DUTIES AND TAXES ON INTERNATIONAL ORDERS

International shipments will often have extra duties and taxes charged upon final delivery, which are determined by the rules and regulations of the customer's country. Customers are responsible for any taxes and duties charged by their respective countries for purchasing our products. Please call border services of your country if you have questions about duties and taxes.

If a customer chooses to reject their package due to not wanting to pay taxes and duties, any refund amount will have the full cost of the shipping subtracted from the amount paid. In addition, the cost to repair any damages that might incur from the return-shipping to us will also be subtracted from the refund. Note that other charges may apply, see OTHER REJECTIONS AND RETURNS.

 

OTHER REJECTIONS AND RETURNS

If a customer's package is returned due to any other reason not related to defects or damages, including but not limited to: 1) Incomplete / undeliverable address 2) Too many failed delivery attempts 3) Rejection of intact packages upon delivery.

We can offer two options: 1) If the customer wants their package resent to a different address, it is possible however the customer will be charged additional shipping fees and any applicable return charges. 2) The customer may also choose to request a refund, in which case, the full cost of the shipping and any applicable return charges will be subtracted from the refund. Goods returned in this way will be subject to a 25% restock and repackaging fee, which will also be deducted from the refund total.

 

EXCHANGES OR AMENDS

Please note that we no longer accept exchanges or amends. You will have to cancel your current order and place a new order. If the items from your current order have already shipped you will have to start a return process once the package is received.

To cancel your order, contact:

support@crewanime.com

Please note, we cannot guarantee the order will be cancelled before being processed due to our varying process times.

 

CAN I GET A REFUND IF THE PRICE HAS CHANGED SINCE I ORDERED IT?

As an online business our prices change in response to fashion trends, stock and demand from customers. In this case we will not refund the difference.

 

WHERE CAN I GET A PROMO CODE TO USE ON MY ORDER?

We understand that our customers like to get their hands on a great deal from time to time.

It's worth checking the website as we're always running great promos where you can grab yourself a steal. If it's a discount code that you're after - we send these to our customers in our newsletters.

Please note:

You can only use one per order – this includes our free delivery codes.

 

FINAL WORDS

• ONCE THE PACKAGE IS RECEIVED / PLACED ON YOUR PROPERTY IT IS YOUR RESPONSIBILITY TO PROTECT THE ITEMS FROM THEFT OR DAMAGE DUE TO WEATHER.

 

• WE ARE NOT LIABLE FOR CIRCUMSTANCES BEYOND OUR MEASURES. WE ARE SOLEY A CLOTHING BRAND / SUPPLIER, THEREFORE SHIPPING & HANDLING IS BEYOND OUR CONTROL & LIES WITH YOUR CARRIER.

 

WE RESERVE THE RIGHT TO CANCEL AN ORDER FOR ANY REASON. IF WE DO YOU WILL RECEIVE A FULL REFUND.