Frequently Asked Questions

DO I NEED TO REGISTER TO SHOP AT CHRISTOPHERRAEBURN.CO.UK?

No, but its worth it. You can checkout as a guest but by registering your details you won’t have to enter the same information every time you order. You can also choose to receive regular email updates for all the latest Christopher Raeburn news, as well as workshops, events, competitions, offers etc.

DO I HAVE TO REGISTER TO ENTER COMPETITIONS?

For ChristopherRaeburn.co.uk competitions, Yes. We need your information to ensure that if you're lucky enough to win, we can contact you to let you know. By signing up you'll also receive regular email updates on the latest Christopher Raeburn news, as well as workshops, events, competitions, offers etc.. We do however run competitions through our social media channels from time to time, for which you do not, necessarily, need to have registered with ChristopherRaeburn.co.uk to enter, however you may be required to ‘follow’ us for your chance to win and will be required to register to receive your prize.

WHAT IS MY ACCOUNT?

Once you have registered you can access your account at anytime by clicking on the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, view your order history as well as Recommend Friends and manage your account password.

I’VE FORGOTTEN MY PASSWORD?

Did you think of your password a bit too quick? No problem. Click on password reminder and we'll send you a new password to your account email address. Don't worry if the new password is complicated. Once you've logged in you can go to My Account and set it to something more memorable.

HOW DO I SEARCH FOR A PRODUCT?

There are a number of ways you can search for a product until you find exactly what you’re looking for. The most relaxing way to shop with us is to browse through the categories under the Shop heading of the website. Alternatively, if you know exactly what you want, just type in a product/description in to our search facility, top right and bottom left of the webpage, and we will find you everything related to your specific search.

HOW DO I MAKE A PURCHASE?

Shopping at ChristopherRaeburn.co.uk is easy, you can shop by product category such as REMADE, Coats & Jackets,Parachute, Knitwear etc or you can search directly for what you are looking for in our search bar. Once you have found what you want, choose your colour, size and quantity and click ‘add to basket’, and when you’re done shopping, proceed to the checkout and follow the on screen instructions to fill in your delivery and payment details. Easy. Don’t forget to check out our Offers section, available from time to time, and bag yourself a bargain!

HOW DO I SIGN UP FOR THE CHRISTOPHERRAEBURN.CO.UK NEWSLETTER?

The best way to sign up to our newsletter is to set up an account. You don’t have to buy anything yet, but when you do want to start shopping this will also give you a head start. Alternatively, submit your email address at the bottom of the website, or click the Mailing List links which will sign you up to our newsletter without setting up an account.

I HAVE SEEN A PRODUCT BUT IT NO LONGER SEEMS TO BE IN STOCK

We know how frustrating it can be when you see something you like but its sold out. Some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does. However you may find something similar if you keep browsing, alternatively you can type in keywords for the product you are looking for into our search facility (top right of the website) and we will find you everything related to your specific search.

I HAVE SEEN SOMETHING ADVERTISED BUT CANNOT FIND IT ONLINE

Get in touch with our Customer Service team via the contact form on our Contact page and give them as many details as possible - where you saw it, publication dates, style name and colourway if possible. We will do our best to track it down.

CAN I ADD ITEMS TO AN EXISTING ORDER?

It is not always possible to combine orders or add items to an existing order. You can place a new order for any additional items and contact us via the contact form on our Contact page requesting to have your multiple orders combined and shipped together but please be advised this may not always be possible as the first order may have already been shipped.

HOW DO I KNOW IF THE ITEM I AM ORDERING WILL FIT?

All sizes may differ from one product to another and even from one style to another. If you have purchased a Christopher Raeburn item before and it fits well then we suggest you continue to order this size. However, please also refer to our Sizing page where there is a further information and a sizing conversion chart. We also offer a style specific sizing guide on each product page to help you make an informed decision. If you are not completely satisfied with the fit then please refer to our Returns Procedure for details.

CAN YOU GIVE ME ANY MORE INFORMATION ON A PRODUCT?

We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details. If you do need any more information please contact our Customer Service team via the contact form on our Contact page and we'll do our best to help you.

ARE THE PICTURES SHOWN ON THE SITE AN ACCURATE REPRESENTATION OF THE ACTUAL PRODUCT?

We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It is worth noting that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for information on the colourway.

WILL IT BE SAFE TO USE MY CREDIT CARD ONLINE AT CHRISTOPHERRAEBURN.CO.UK?

We are taking every measure to ensure that your details are protected. We use Sage Pay to protect all payments, please click here if you would like to view their policies.

WHAT METHODS OF PAYMENT CAN I USE AT CHRISTOPHERRAEBURN.CO.UK?

Current payment methods accepted by ChristopherRaeburn.co.uk include: American Express, Visa Credit, Visa Delta Debit, Visa Electron, Solo card, Mastercard Debit/Credit/Pre-pay and Maestro Debit. We also accept payment by PayPal and Alipay.

IS IT SAFE TO ORDER ONLINE?

Yes. When you input your name, address or credit/debit card details on the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit cannot be read in the unlikely event it is intercepted. If you are unsure as to when the SSL security is being applied, check that there is a Padlock icon or Key icon in the grey bar at the base of the page you are reading.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we consider all of the information share with us to be completely private and confidential. At no point will ChristopherRaeburn.co.uk share, rent or sell your personal information without your consent.

CAN I CHANGE MY DELIVERY ADDRESS?

Yes, or course. You can select a different address during the checkout and save it to your address book for next time you shop. You can update your address book at any time in your My Account section. Unfortunately we are unable to change the delivery addresses for parcels to be dispatched once the order has been placed. Please note, any changes you make to your account after an order has been placed will not take effect.

CAN I CANCEL MY ORDER?

Once you have submitted your order, we start the necessary steps to process it. As a result we are unable to modify or cancel your order. In accordance with the UK Distance Selling Regulations you have a '7 day cooling off period' (from the day after you receive the goods) where you can cancel your contract with us and any monies debited will be refunded in full including delivery charges. If the order has been dispatched, you can refuse delivery and the order will be returned to us but in this event we are unable to refund the original costs of delivery. If you accept delivery, you will need to return the order in full, unused and in all its original packaging, at your own cost. Items exempt from the 7 day cooling off period include: Gift Cards, CDs, DVDs and unsealed Audio and Video. All cancellations made under the Distance Selling Regulations must be done so in writing to our Customer Service team via the contact form on our Contact page quoting your name, order number and with the subject title as ‘Distance Selling Regulations’.

HOW WILL I KNOW THAT YOU HAVE RECEIVED MY ORDER?

Once you have placed your order, you will receive an email from ChristopherRaeburn.couk confirming that your order has been received. This does not mean your order has been accepted by us. You will then receive another email from ChristopherRaeburn.co.uk confirming that your order has been dispatched. This email may also incldue details of your tracking number. We will endeavour to email if any of the items you ordered are not in stock; however, if this occurs your debit/credit card account will not be charged for the out of stock items so you only pay for the cost of the items in stock. Our acceptance of your order will be deemed to take place when you receive our email confirming the goods have been dispatched to the delivery address stated on your order. Please refer to our Terms of Sale and Terms of Use for further details.

WHEN WILL I RECEIVE MY ORDER?

We aim to despatch all orders within 1-2 working days and delivery is subject to the type of delivery you request. Please allow up to 28 days. Please visit our Delivery page for a full list of options. Our standard UK delivery will take up to 3 working days, however if you prefer we can provide next working day delivery for UK customers for an additional fee. We also offer free delivery on all orders over £300.00. Our orders are sent out via traceable, signed for and insured services. Unfortunately we cannot deliver on a bank holiday. In this instance please expect your delivery on the next working day. For a list of delivery options outside of the UK please visit our Delivery page. Remember that the times indicated consider only working days (Monday-Friday) and delays may be incurred during public holidays.

HAS MY ORDER BEEN SHIPPED OUT YET / TRACKING MY ORDER?

As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way. From there it should be delivered within the timescale we advertise, however your email may also include a tracking number. When you receive the reference number you can monitor the status of your shipment by logging onto the relevant carriers website.

WILL I HAVE TO SIGN FOR MY ORDER?

We do require proof of delivery for all orders and we are unable to authorise packages to be delivered without a signature.

WHAT HAPPENS IF I MISS MY DELIVERY?

If our courier misses you they'll leave a card and try again the next working day. If they miss you again, they'll leave you another card and take the goods back to the nearest depot where they can be collected. We will attempt 3 deliveries and if we are still unable to deliver to you your goods will be returned to ChristopherRaeburn.co.uk and we may charge a 2nd delivery fee to despatch to you again.

I CAN’T GET TO THE DEPOT TO COLLECT?

Don't worry. Send our Customer Services via the contact form on our Contact page and we'll help you arrange a re-delivery.

HOW DO I RETURN AN EXISTING ITEM?

If for some reason you are not happy with your purchase you can return any item within your order to us within 14 days for an exchange or refund. Just fill out the ‘ Return Reason Form’ enclosed, as part of your receipt, with your order. Please check our Returns Policy for more information. Please ensure you enclose your completed “Returns Reason” form and use the adhesive return label provided and place on the outside of your package being returned. Products returned under this policy must be sent by recorded delivery to: Returns Department, Christopher Raeburn Limited, Studio 1, The Textile Building, 29a Chatham Place, Hackney, London, E9 6NY, United Kingdom. Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange. Without these details we won’t be able to take the action you want us to, therefore please ensure the returns reason form is completed and enclosed with any and all returns. It will depend what method you choose to return your order, and what country you are returning your order from as to who long it may take to arrive with us. However once we receive your return we aim to inspect and process the goods within 24-48 hours to ensure you receive what you want as quickly as possible. We will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition and the return has been allocated to your ChristopherRaeburn.co.uk account. Any refund will automatically be issued to the original payment method used to make the original purchase, and in the event we are unable to provide a suitable replacement we will automatically refund you and let you know via email. In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition may be sent back to you and/or not refunded. For more information please view our Returns Policy.

HAVE YOU RECEIVED MY RETURNED GOODS?

As soon as your return has been processed by our warehouse, we will email you to let you know. In the unlikely event that you don't receive this email allowing a reasonable amount of time for the proudcts to arrive back with us and subject to the method you choose to return your order, and what country you are returning your order fromt, please contact our Customer Services via the contact form on our Contact pagec and we will aim to get back to you within 24 hours. If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

DO YOU HAVE A SHOP?

Christopher Raeburn does not currently have any retail stores, however we do from time to time operate workshops, events and sales from our REMADE Studio. ChristopherRaeburn.co.uk is an online store which means you can shop with us 24 hours a day, from all over the world, and we will deliver straight to your front door.

WILL YOU DELIVER TO MY UNIVERSITY ADDRESS?

Yes we do deliver to university addresses. Please ensure you have entered the correct information in your delivery address, such as; room number, name of residency hall, building block, or department. You will still be required to sign for your delivery.

HOW DO I USE A PROMOTION CODE?

Once you have added your items to the basket and are ready to complete your purchase, you will see a 'Enter Promotion Code' field at checkout. To redeem the offer just enter the relevant promotion code into the box and your cart will be amended to show the new price. Please note that promotion codes cannot be applied after the order has been placed and some promotion codes will have an expiry date.

I FORGOT TO USE MY PROMOTION CODE?

Sorry but if you didn't enter the promotion code during checkout we cannot apply it after the order has been placed.

DOES CHRISTOPHERRAEBURN.CO.UK OFFER GIFT WRAPPING?

ChristopherRaeburn.co.uk can offer a gift wrapping service at an additional charge. Please select this option during the Checkout process.

WHAT CAN I DO IF SOMETHING IS WRONG WITH MY ORDER?

If you receive the wrong item or something is missing from your order please contact our Customer Services via the contact form on our Contact page and we will aim to resolve it for you within 24/48 hours. We take great pride in the service we offer and to show that we promise the following;

  • If your order is late we will refund your delivery charge and give you 10% off your next order
  • If your order is wrong we will ask you to send it back to us and on receipt we will refund your postage, send out the correct item on a next day service and give you 10% off your next order
  • If you do not like your purchase or it does not fit just send it back to us within 14 days and on receipt we will send you a different size or colour, or process a refund. We aim to process this within 24/48 hours of receiving your return
  • If we have not sorted it out within 3 emails we will call you at a time that suits you.

HOW DO I CONTACT CUSTOMER SERVICE?

If you have any questions which are not answered on the website, please contact our Customer Services via the contact form on our Contact page during our office hours of Monday to Friday 9am to 6pm.

© Christopher RÆBURN 2017