Frequently Asked Questions (FAQ)
🚚 Shipping & Delivery
Orders are processed within 1–3 business days (Monday to Friday). Once your order has shipped, delivery takes a further 6–10 business days (Monday to Friday), so most orders arrive within 7–13 business days in total.
Orders placed after our 6:00 pm (UK time) cut-off, at the weekend or on a public holiday are processed the next business day. Deliveries to the Scottish Highlands and islands and other remote areas can take a little longer.
Delivery times are estimates. Carrier delays and extreme weather are the two things we can't plan around, and if either affects your parcel we'll tell you rather than leave you guessing. Full details are in our Shipping Policy.
Because your order ships directly from our fulfilment partner overseas, rather than from a warehouse down the road.
That's a deliberate choice. Shipping direct keeps our prices where they are, and it means we aren't paying to store clothing that nobody has ordered yet. The trade-off is a week or so of transit, and we'd rather be straight with you about that than promise two days and disappoint you.
What you don't pay for that wait: shipping is free, and duties and import taxes are already included in the price you see.
Yes. Free shipping on every order, anywhere we deliver in the UK, with no minimum purchase. There's no threshold to reach and nothing added at checkout.
Duties and import taxes are prepaid, so there's no bill waiting for you at the door either. The price you see at checkout is the full price of your order.
We ship across the United Kingdom: England, Scotland, Wales and Northern Ireland. We don't currently ship anywhere else.
We're unable to deliver to British Forces (BFPO) addresses.
Please double-check your address at checkout. Once an order has shipped we can't redirect it, and a parcel that comes back to us because of an incorrect address may need to be re-sent at additional cost.
As soon as your order ships you'll receive an email with your tracking number. You can also follow your parcel at any time on our Track Your Order page.
It can take up to 48 hours after shipping for the first scan to appear, so an empty tracking page in the first day or two is completely normal.
If your tracking hasn't moved for several days, or your parcel hasn't arrived within the expected window, email us at info@craderstudios.com and we'll chase it with the carrier for you and keep you updated until it's sorted.
🔄 Returns & Refunds
You have 30 days from delivery to request a return, for any reason.
Your item needs to be unworn and unused, with the tags still attached and in its original packaging, and you'll need your receipt or proof of purchase. There's no restocking fee.
Gift cards can't be returned. The full terms are in our Return & Refund Policy.
Email us at info@craderstudios.com with your order number and which item you'd like to return.
Please wait for our confirmation before sending anything back, we can't accept returns that arrive unannounced. Once your return is approved we'll confirm the correct return address in writing.
Two things worth knowing before you post it: our fulfilment warehouse is overseas, and return shipping is arranged and paid for by you, including any customs charges. Please don't use a service that requires the recipient to clear customs, as our warehouse can't accept those parcels.
Yes. When you buy online in the UK, the Consumer Contracts Regulations give you 14 days from delivery to cancel your order for any reason, and a further 14 days to send it back. Our own policy goes further: 30 days, for any reason.
Separately, and regardless of our policy, the Consumer Rights Act 2015 gives you rights we can't sign away. If an item is faulty, not as described or not fit for purpose, you're entitled to a repair, replacement or refund.
Put simply: you don't need a reason to return something within 30 days, and if something is wrong with an item you're covered either way.
Once we've received and inspected your return we'll let you know whether it's been approved. If it has, you'll be refunded to your original payment method within 10 business days.
Your bank or card provider may take a few days more to show it, that part is out of our hands.
If more than 15 business days have passed since we approved your return and you still haven't seen it, email us at info@craderstudios.com and we'll look into it.
💳 Orders & Payment
Shop Pay, Visa, Mastercard, American Express, Maestro, UnionPay, Apple Pay and Google Pay.
All prices are shown in pounds sterling (GBP, £), and that's the amount you'll be charged. No currency conversion, no foreign transaction surprises on your statement.
If your order hasn't entered processing yet, we can usually still help. Email us at info@craderstudios.com as quickly as you can with your order number and what needs changing.
Once an order has entered processing we can no longer change the delivery address or cancel it, because it's already with our fulfilment team. That normally happens within 1–3 business days.
It's worth taking a moment at checkout to check your address, that's the single most common reason a parcel goes astray.
Yes. Our checkout runs on 128-bit SSL encryption, which scrambles your details while they travel to us. You can see it for yourself: look for the closed padlock in your browser and the https at the start of our web address.
We never see your full card number. Once your purchase is complete we can only see your billing and shipping details, your order, and the last four digits of your card.
We don't rent, sell or share your personal information with anyone.
Yes, by email, usually within a few minutes. It confirms what you ordered, the size, and the address it's going to, worth a quick read, because that's your last easy chance to catch a mistake.
If it hasn't arrived after an hour, check your spam or promotions folder before getting in touch. That's where it ends up nine times out of ten.
📏 Products
Our styles are cut on the slim side. If you're between sizes, or you prefer a looser fit, go one size up.
Very nearly, but not exactly. Every screen renders colour slightly differently, and daylight changes how a fabric reads. Our photographs are taken in soft, even light and we don't adjust colours to make them look richer than they are.
If a shade matters to you, ask us before you order and we'll describe it honestly.
Our general advice, whatever the fabric: wash cold, inside out, on a gentle cycle, and dry flat or on a line rather than in a tumble dryer. Heat is what shrinks a garment, fades a colour and shortens the life of a knit. Most pieces will outlast their reputation if you keep them away from it.
Where an item needs something more specific, it's stated on the product page and on the care label inside the garment.
It depends on the piece, which is why the product page tells you rather than leaving it to chance.
As a rule: for anything cut close or regular, we'd size up if you're between sizes or you prefer a bit of room through the chest and shoulders. For anything cut relaxed or oversized, the extra room is already built in, so take your usual size, sizing up there usually means the shoulder seam sits too low.
If the product page doesn't settle it for you, ask us. We'd rather spend two minutes on an email than have you send something back.
✉️ About Crader Studios
We're not going to tell you our clothing is handmade, or that it comes from an atelier. It doesn't. What we can tell you is exactly what you're buying and exactly what it costs.
Every product page carries the real measurements of the garment in centimetres and says plainly how it's cut, so you're choosing a size from numbers instead of guessing from a letter. The price you see is the price you pay, shipping is free and duties and import taxes are prepaid, so nothing is added at checkout and nothing is waiting for you at the door. And there's a person on the other end of the email, not a ticketing system: write to us and one of us writes back, usually the same day.
That's the whole offer. Clear information, an honest price, and a reply when you need one.
Send us a photo or a short video of the item and the packaging, and we'll sort it out.
For anything that arrives damaged, incorrect, or never arrives at all, you'll receive a refund or a replacement and you won't need to send anything back. The photo is all we need.
Email is the quickest way to reach us: info@craderstudios.com. You can also use our Contact Us page, or call us on +44 7480 785392.
We're available Monday to Friday, 9:00 am to 6:00 pm (UK time), and we aim to reply to every message within 24 hours.
If you're writing about an existing order, include your order number and we'll get to it faster.