FAQs

Please be aware that many brands are constantly updating their packaging, in the form of labels, dust bags, boxes and more.

If you have any doubt or questions regarding an item you have ordered, please get in touch with us directly.

There are many ways you can check if an item is authentic, usually the giveaways are:

• Examine the packaging, a cheap and tatty box which is about to break is always a no go, example most of the boxes for fake Nikes are hastily glued together and therefore not as sturdy as true Nike boxes.
• If ever in doubt you can watch many online Youtube videos from verified sources or get in touch with us for more info.
• A plastic smell from the leather on shoes/sneakers.
• Examine the condition of the shoes. If you have owned similar branded shoes in the past, compare them to your new shoes.
• Examine the SKU number on the box and the labels inside of the shoes (if the brand has one).
• Read website ratings and examine the seller.
• Check for similar shoes online and compare them.

When you shop with crepslocker.com rest assured you are always buying Authentic. Each and every time.

Please also bear in mind brands are always changing their packaging and place of manufacture, its good to be cautious but Don’t tarnish a good companies reputation without doing your own research and reaching out to them for any questions or issues you may have. As they say; A problem shared, is a problem solved.

Using Clearpay won’t affect your credit score as payment reference agencies aren’t informed of late or missed payments. Click here to see Clearpay’s responsible spending page.

• Customers over the age of 18.
• Customers with a billing and delivery address registered in the UK
• Customers who have a valid and verifiable email address and phone number
• Customers who have a UK bank payment card - Visa or Mastercard Debit or Credit Card
• Customers who are capable of entering into a legally binding contract
• Customers who have a verifiable and valid ID

• You’ll be asked to pay the first of 4 instalments once you’re logged into the Clearpay Portal at checkout.
• Instalments 2, 3 and 4 will automatically be collected from the debit or credit card you selected at checkout every 2 weeks.
• You'll receive a reminder from Clearpay 2 days before each instalment is collected.
• If you miss a payment, Clearpay will send you a text message and email letting you know the automatic payment has failed. If the automatic payment fails, Clearpay will try and collect payment from any other cards you have in your Clearpay account. You'll have until 11pm the next day to make a missed payment before being charged any late fees. 
• To pay a missed payment, simply log in to your App or online and click PAY NOW next to your "overdue payment". If you’re worried about making payment, contact Clearpay as soon as possible.
• If your payment is still outstanding, you’ll be charged £6.00 late fee per late payment.
• Clearpay won’t approve any further  orders until your account is up to date to help you get back on track.
• You can pay off the balance of your order early with the PAY NOW feature in the Clearpay app.

• When you get to checkout, click the Clearpay option under payment type.
• You’ll be redirected to the Clearpay portal where you’ll be asked to register with an email address and password. Once you've agreed to the terms and registered you won't need to do it again.
• Make sure your details are correct - Clearpay use this information to keep you up to date on any payments or refunds that are due.
• Please note, if you've paid using Clearpay, you won't be able to cancel your order once you've placed it. If you're not happy with your order when it arrives, please return it.

Some items are not eligible for click and collect. This may be why this method is not showing at the checkout.

We need to see your order number from your text message or email confirmation.

You will need to bring proof of ID such as:-

• The payment card you used for the order
• Valid passport
• Driving licence
• Utility bill

We cannot release your order without seeing your ID.

We’ll hold your order in store for five days. After this, your order will be returned to our warehouse and your purchase will be refunded. Please note that refunds can take up to 14 days to be processed.

You will receive an email when your order is ready to collect. Please check your junk folder too, as occasionally emails can end up there.

Otherwise, if you were logged in to your online account when you made the purchase, simply sign in and find the order number from the relevant purchase. Make a note of this, print and bring it to the shop when you collect.

To keep your order safe, we don’t let anyone collect on your behalf.

We’ll hold your order in store for five days. After this period, your order will be returned to our warehouse and your purchase will be refunded.

Click and collect orders can be returned via our Manchester King Street store, or they can be returned to our warehouse via a carrier of your choice. Please create a return here.

For security reasons, only you can collect your order.

If your item has become damaged after use, this could be a manufacturing defect. Please contact us via our contact page so we can begin an investigation. Please make sure you include or have to hand:

• A photo from above of both shoes together (front of the item if clothing)
• A photo of both soles together (back of the item if clothing)
• A specific photo of the damage (if visible)

We put great care throughout our packing process to make sure you receive your items in perfect condition. However, damage may occur while the shipment is in transit.

If you see that the outer box is damaged or has already been opened, please refuse the delivery. It will be automatically returned to our warehouse, and we will refund you for the item(s).

If you notice that the contents are damaged or faulty after you already accepted the delivery, please return them. You can email us with all the information so we can send you a return form. You can also contact our customer care team via email or advice.

If you realise that an item is missing after the delivery, please contact our customer care team via email immediately (in any case within 24 hours following the delivery). Our team will then start an investigation with the courier.

Since we might ask you for photos of the outer box, please do not throw it away. If it is confirmed that the item was lost in transit, we will investigate this with the courier and in normal circumstances we will refund you and take the matter up with the couriers.

We generally advise you to refuse the delivery if the outer box seems damaged, too light for the contents, or tampered with. In that case, the parcel will be automatically returned to us.

We will investigate your complaint in accordance with our internal complaints procedure:

• Whether your complaint is made verbally or in writing, you will be notified we have received your complaint and that it is under investigation.
• You may also be contacted if we require further information.
• On completion of the investigation into your complaint we will write to you and set out the findings of the investigation which has been carried out, whether your complaint has been upheld or rejected and the reasons for that.

Our e-commerce opening times are Monday to Friday 10am to 6pm. We are always available via email and usually aim to respond within 24-48 hours.

During busy periods these times may be extended.

Please find opening times for our Manchester King Street store below.

Mon-Sat: 10:00am - 6:00pm
Sun: 11:00am - 6:00pm

Once you've placed your order we will send you an order confirmation email, detailing what you bought, cost and delivery option.

We will also send you an email when the order has been processed and your tracking details, so you can keep an eye on the shipment. The tracking information can also be found in your order history.

If you aren't receiving emails from us, please check your junk folder and add us to your safe list.

In this case, there may be a discrepancy in personal details. Please contact your bank or card issuer directly.

We may ask you for further documentation as proof of identification before we process your order. Without this information we may be unable to move forward with your order until this has been provided.

Your order may still be in transit or out for delivery. Our couriers will attempt to deliver an order up to three times.

Standard Delivery takes three (3) to seven (7) days.

Express Deliveries take 1-3 working days if you order before 12pm (excludes Saturdays, Sundays and Public/Bank holidays).

These times may be extended during busy periods.

You can track your order using your unique order number sent to you via email, or within the “your orders” section on our website.

We are sorry if your order has been cancelled.

If the item(s) that you have ordered are out of stock at the time of purchase, we will unfortunately need to cancel your order.

Your order will also be cancelled if your billing details don’t match those that are registered with your bank.

We will send out a cancellation email in the event of a cancelled order and you will not be charged.

We will only take payment for an order once it has been processed. However, we will pre-authorise payment while the order is being processed. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. However, the funds will not be released until we have processed your item(s) for delivery and captured payment.

In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

We accept most well known payment methods:

• American Express (AMEX)
• Apple Pay
• Maestro
• Mastercard
• PayPal
• VISA
• VISA Debit
• Klarna
• Clearpay
• Laybuy

The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.

Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.

Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.

How do I activate my card?

You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.

Who do I contact for further information?

If you require more information around the payment authentication process, please contact your card issuer directly.

If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.

If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.

We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.

Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.

If your order has unfortunately been cancelled, you will receive a full refund within 3-5 days. If this is taking longer, please contact your bank or card issuer for further details.

All security checks are carried out by a third party and are beyond our control. We would advise checking that billing and shipping details match and ensuring all your personal details are correct.

We will always send out order confirmation emails after each purchase. Following this, we will also send out dispatch confirmation and tracking information via email.

If you aren’t receiving our emails, please check your junk folder and mark us as a safe sender.

All exchanges are dependent on stock at the time. If we do not have a direct replacement in stock at the time of the return, we will issue a refund or arrange for an alternative item.

You should receive an email with details of your return and the options available to you.

You can find a full list of non-returnable items in our Returns Policy

You have 14 days from the date of delivery to return your order back to us. For clothing, returns must be unwashed and unworn. All returns must be sent back in original packaging, with all labels attached.

All sneakers must be returned in their original sneaker box and an outer box for protection purposes. Any returns sent back without an outer box may be refused and sent back to the customer if damaged.

Any item purchased in a sale, or with a promotional code are only eligible for store credit.

We accept returns for all in-store purchases within 14 days for an exchange or store credit only. In-store purchases cannot be returned online and must be returned in-store accompanied with a receipt for that store location.

• Products should be returned in the original packaging, with their respective brand tags still attached and the item should show no signs of wear. Shoe boxes should be undamaged as they are also considered to be part of the product.
• Shoes must be tried indoors on a carpet type material to avoid the soles becoming dirty.

Where you have failed to take reasonable care of the goods, we reserve the right to refuse the return.

Please do not remove the security seal from your item until you are fully satisfied with the order. We reserve the right to consider the condition of any product that you wish to return and make any deductions if there are indications that the product, its tags, security devices or seals have been used, removed, broken or tampered with.

The security tag must not be removed and be fully intact when you return any item to entitle you to an exchange or refund.

All goods must be returned to us within 14 days of delivery.

Please create a return for your item via this page.

Pre-owned items and items that were listed with known faults are not eligible for returns.

Currently, as a marketplace handling sales on behalf of private sellers, our structure dictates that once a sale occurs, sellers are promptly compensated. Regrettably, this structure limits our capacity to extend the Christmas return window beyond our existing policy. Nevertheless, we are actively examining ways to adjust this in the near future. As progress is made, we'll update this page accordingly. We appreciate your understanding and patience as we strive to enhance our services for a better customer experience.

If you are not happy with your order, we offer a chance to return or exchange the item to us for a refund within 14 days of your delivery date. This excludes items that were discounted due to damage, pre-owned items and items that where purchase in-store.

Please do not remove the security seal until you are happy with your order. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications that the Product, its tags, security devices or seals have been used, removed, broken or tampered with.

The security tag must not be removed and be fully intact when you return any item to entitle you to an exchange or refund.

For in-store purchase we offer an exchange or store credit within 14 days of your purchase.

Your order may still be out for delivery. Please refer to the status of your order using the tracking link sent to you via email. Delivery times are listed below.

Standard Delivery - three (3) to seven (5) days, in case of special and custom orders please allow up to (14) working days.

Express Delivery - 1-3 working days if you place your order before 12pm Monday - Friday (excludes Mondays, Sundays and Public/Bank Holidays).

Please note: The above delivery times apply if your order is in stock, farfetched orders and orders which are due to arrive from our consignors may take longer. Your delivery times will be stated at checkout and on your order confirmation.

We are sorry to hear that you haven’t received your order. Our delivery partners will attempt to deliver an order three times. If all three attempts are unsuccessful, the order will be returned to us and processed for a refund.

Other reasons for an item being returned may be problems accessing an address, or an order becoming damaged in transit. While these are rare occurrences, they do happen from time to time.

Please refer to your tracking link received via email for further information if this has happened to you.

By selecting this option, all items in your order will arrive together.

If ordering multiple items, some items may be ready for shipping earlier than others. In this case, you’re eligible for split delivery, meaning part of your order will ship first with the rest to follow.

All delivery charges are calculated at the checkout page, so please select the items you wish to order and proceed there.

We offer worldwide shipping on all orders placed between Monday-Friday, excluding bank and national holidays. We also offer an express shipping option for both UK and international orders, please select this option at the checkout page for a more detailed breakdown of times and charges.

Most of our international orders are shipped on a DDP (Delivery Duties Paid) basis. This means that taxes and duties will be added at the checkout accordingly and the cost of this depends on the country you are based. Please note some countries do charge additional fees on entry which are outside of our control and not the responsibility of Crepslocker.

The following countries are shipped to with Delivery Duties Paid:

United Kingdom, Åland Islands, Albania, Andorra, Armenia, European Union, Belarus, Bosnia & Herzegovina, Faroe Islands, Georgia, Gibraltar, Greenland, Guadeloupe, Isle of Man, Kosovo, Liechtenstein, Macedonia, Moldova, Monaco, Montenegro, San Marino, Serbia, Turkey, Ukraine, Afghanistan, Algeria, Angola, Anguilla, Antigua & Barbuda, Argentina, Aruba, Australia, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Botswana, Brunei, Burkina Faso, Burundi, Cambodia, Canada, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Cocos (Keeling) Islands, Colombia, Comoros, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Costa Rica, Curaçao, Côte d’Ivoire, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Fiji, French Guiana, French Polynesia, Gabon, Gambia, Ghana, Grenada, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong SAR China, India, Indonesia, Iran, Israel, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Liberia, Macau SAR China, Madagascar, Malawi, Malaysia, Maldives, Mali, Martinique, Mauritania, Mauritius, Mongolia, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Norfolk Island, Oman, Pakistan, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Qatar, Cameroon, Rwanda, St. Barthélemy, St. Kitts & Nevis, St. Lucia, St. Martin, Samoa, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Solomon Islands, South Africa, South Korea, Sri Lanka, St. Vincent & Grenadines, Suriname, Eswatini, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tonga, Trinidad & Tobago, Tunisia, Uganda, United Arab Emirates, United States, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Yemen, Zambia, Zimbabwe, Mexico, Switzerland, Norway, Iceland, Réunion, Caribbean Netherlands

Any other country or region outside the above list is subject to pay taxes & duties set by their country upon delivery.

Please note that these fees are the sole responsibility of the customer and are non-refundable, even if you return your order.

Crepslocker ships to many countries around the world, with delivery charges calculated at the checkout page. Please note that some products are not available for international shipping and some countries do charge additional fees on entry which are out of our control and not the responsibility of Crepslocker.

Please see the full list of countries we ship to below.

United Kingdom, Åland Islands, Albania, Andorra, Armenia, European Union, Belarus, Bosnia & Herzegovina, Faroe Islands, Georgia, Gibraltar, Greenland, Guadeloupe, Isle of Man, Kosovo, Liechtenstein, Macedonia, Moldova, Monaco, Montenegro, San Marino, Serbia, Turkey, Ukraine, Afghanistan, Algeria, Angola, Anguilla, Antigua & Barbuda, Argentina, Aruba, Australia, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Botswana, Brunei, Burkina Faso, Burundi, Cambodia, Canada, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Cocos (Keeling) Islands, Colombia, Comoros, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Costa Rica, Curaçao, Côte d’Ivoire, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Fiji, French Guiana, French Polynesia, Gabon, Gambia, Ghana, Grenada, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong SAR China, India, Indonesia, Iran, Israel, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Liberia, Macau SAR China, Madagascar, Malawi, Malaysia, Maldives, Mali, Martinique, Mauritania, Mauritius, Mongolia, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Norfolk Island, Oman, Pakistan, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Qatar, Cameroon, Rwanda, St. Barthélemy, St. Kitts & Nevis, St. Lucia, St. Martin, Samoa, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Solomon Islands, South Africa, South Korea, Sri Lanka, St. Vincent & Grenadines, Suriname, Eswatini, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tonga, Trinidad & Tobago, Tunisia, Uganda, United Arab Emirates, United States, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Yemen, Zambia, Zimbabwe, Mexico, Switzerland, Norway, Iceland, Réunion, Caribbean Netherlands.

Unfortunately, due to the nature of our product and our delivery service, orders cannot be left with a neighbour or in a safe place. All orders must be signed for by the designated recipient or a household member for security reasons.