We want returns and cancellations to be as straightforward as possible. This policy explains how to cancel an order, return an unwanted item, request an exchange or contact us if something arrives damaged, faulty or incorrect.
Cancelling Your Order Before Dispatch
If your order has not yet been dispatched, please contact us as soon as possible and we will do our best to cancel it before it leaves us.
Email: orders@thecru.ie
Phone: (01) 485 3171
Please include your order number so we can locate your order quickly.
If your order has already been dispatched, you may still have the right to cancel and return it under the 14-day cooling-off period outlined below.
Changed Your Mind? – 14-Day Cooling-Off Period
When you purchase goods online, you generally have the right to change your mind and cancel your order without giving a reason.
You have 14 days from the date you receive your order to tell us that you wish to cancel.
If goods from the same order are delivered separately, the 14-day cancellation period begins when you receive the final item, lot or piece from that order.
To cancel your order, email orders@thecru.ie and include your order number and a clear statement that you wish to cancel.
Once you have told us that you are cancelling, you then have 14 days to return the goods to us.
Certain goods and circumstances may be excluded from the statutory right to cancel where provided for by law. This does not affect your rights where goods are faulty, damaged, incorrect or not as described.
Exceptions to the 14-Day Cooling-Off Period
The 14-day cooling-off period applies to most goods purchased online, but there are certain exceptions under consumer law.
For example, the right to cancel may not apply to goods that have been personalised or made to your specifications, goods that deteriorate or expire quickly, or sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken.
These exceptions apply only where provided for under consumer law. Your rights in relation to faulty, damaged, incorrect or misdescribed goods are not affected.
Returning Your Order
You can return your order to us in person or send it back to us by post or courier.
Returning Your Order In Store – Free of Charge
Online orders can be returned to our Dublin 15 store free of charge:
Carry Out Tyrrelstown
Unit 7, Tyrrelstown Town Centre
Dublin 15, D15 E3C9
Please bring your order confirmation or order number with you.
Returning Your Order by Post or Courier
Please contact us at orders@thecru.ie before sending your return so that we can provide the appropriate return details.
Goods should be packaged securely to protect them during transit. We recommend using the original shipping box where it is still available and suitable.
For change-of-mind returns, you are responsible for the direct cost of returning the goods to us.
Please take reasonable care of the goods while they are in your possession and when arranging their return.
You may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Where a product is sold as a mixed pack, gift set, hamper or other complete set, all items supplied as part of that product should be returned together.
Refunds for Change-of-Mind Returns
When you exercise your statutory right to cancel, we will refund the payments due to you, including the cost of our standard delivery service, where applicable.
If you selected a delivery service that was more expensive than our least expensive standard delivery option, we are not required to refund the additional cost of that upgraded delivery service.
Refunds will be made using the same payment method used for the original transaction, unless otherwise expressly agreed.
We will process your refund without undue delay and no later than 14 days after you tell us that you wish to cancel.
Where goods are being returned, we may withhold the refund until:
- we have received the goods back; or
- you provide evidence that the goods have been sent back to us,
whichever happens first.
Once we have processed your refund, the time it takes to appear in your account will depend on your bank or payment provider.
Damaged, Faulty or Incorrect Orders
Your rights when goods are faulty, damaged, incorrect or not as described are separate from the 14-day change-of-mind cooling-off period.
If there is a problem with the goods you have received, please contact us:
Email: orders@thecru.ie
Phone: (01) 485 3171
Please include your order number and details of the issue.
If an item has been damaged in transit, photographs of the item and its packaging may help us resolve the issue more quickly. Please keep the damaged item and its packaging until you have contacted us, as these may be required when investigating the delivery.
We will work with you to provide the appropriate remedy in accordance with your consumer rights.
Where goods are faulty or do not conform to the contract, your legal remedies may include a refund, repair, replacement or price reduction, depending on the circumstances and when the issue arises.
Where a fault or lack of conformity becomes apparent within 30 days of receiving the goods, you may have a short-term right to terminate the contract and receive a refund in accordance with Irish consumer law.
You will not be required to pay the cost of returning goods that are faulty, damaged, incorrect or otherwise do not conform to the contract.
Click & Collect Orders
Click & Collect orders will be held for 10 working days from the date you receive your Ready for Collection email.
We understand that plans can change. If you are unable to collect your order within this time due to illness, travel or other circumstances, please email orders@thecru.ie before the collection period expires.
We will be happy to extend the collection period where possible.
Cancelling Your Click & Collect Order
If you no longer wish to collect your order, please contact us at orders@thecru.ie as soon as possible.
Where you are exercising a statutory right to cancel, your cancellation and refund will be handled in accordance with your consumer rights and the cancellation terms outlined above.
Orders Left Uncollected
If your order has not been collected within 10 working days and you have not contacted us to cancel the order or arrange additional collection time, we may cancel the order and a 25% restocking fee may apply.
This fee applies to orders left uncollected after the stated collection period where no cancellation or extension has been arranged with us.
The restocking fee does not affect or replace any cancellation, refund or other rights you may have under applicable consumer law.
If you need more time to collect your order, please contact us before the collection period expires – we're happy to extend it where possible.
Exchanges
If you would like to exchange an item, please contact us at orders@thecru.ie before returning it.
Where an exchange is requested because you have changed your mind, you may be responsible for the cost of returning the original item and any applicable delivery cost for the replacement.
This does not affect your statutory rights where goods are faulty, damaged, incorrect or not as described.
Your Statutory Rights
Nothing in this Returns Policy limits, excludes or affects your statutory rights under Irish or EU consumer law.
If you have any questions about a cancellation, return, exchange or refund, please contact us:
Email: orders@thecru.ie
Phone: (01) 485 3171