Frequently Asked Questions

 

How to shop & place an order

 

Do I need an account to place an order?
Yes, you will need to register for an account so that you can place orders or create your Wishlist/favourites. This is more efficient, especially for tracking your orders. 

I have forgotten my password: what should I do?
Follow the ‘Forgot your password?’ link on our Sign In page and enter your email address. You will receive an email to reset your password.

How do I receive Ccrave email updates?
Sign up for our newsletter and you will receive the latest Ccrave articles and information about new arrivals, as well as any special promotions. 

How do I place an order on your site?

  1. Go to our Shop section and choose a category from home, fashion, or lifestyle. You can also go to our brands pages and browse through the different circular brands we have.
  2. Select your desired piece and click “Add to cart”. Once you’ve added all the items you want to buy to your cart, you can proceed to checkout.
  3. Sign in to your account.
  4. Enter your billing address, payment method, and delivery details to complete your order. Afterwards we will confirm the order via email, and keep you updated every step of the way.

Can I place an order over the phone?
Unfortunately we don’t offer this service, but it’s quick and easy to create your account with Ccrave online. 

Can I cancel my Ccrave order or make changes to it?
Yes, you might be able to cancel some items before we prepare your order. You can’t add items to an existing order, but you can place a new order for any additional pieces. 

 

Ccrave pricing & payment

Why are the prices slightly higher than linear brands?

At Ccrave, you are shopping pieces from leading circular brands that focus on quality, design, and environmental and social responsibility. This includes ensuring a sustainable and circular production of items that are made with care and not mass produced, as well as fair wages. This means that product prices might be a bit higher, but at least you will be buying with a clear conscience.  

Which currencies can I shop in?

This is determined by your shipping destination and will be displayed at checkout before completing your purchase. If your local currency is unavailable, your order will be charged in Euros for a competitive exchange rate, as we operate mainly in the European market.

When will my card be charged?

If you pay by debit card or PayPal, Ccrave will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, but your bank or card issuer may reserve the order amount in your account immediately.

What payment methods do you accept?

  • Visa
  • MasterCard
  • PayPal
  • Stripe

Will my personal details stay safe?

Yes. We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see the Ccrave Privacy Policy.

 

If I’m unable to place an order, what should I do?

If something didn’t go quite right, please contact our friendly customer service by whatsapp on +351 926 153 303 or by an email to hello@ccrave.co

 

Product availability & authenticity

 

Are you going to have my size or selected item again?

You can be the first to know! To be notified if a sold-out item becomes available again, check if you can register and join the waitlist on the item’s page and then enter your email address.

Can I reserve an item to buy later?

Unfortunately we don’t offer reservations as we want to provide a fair opportunity for others to shop, but you can always save to your Wishlist if you’re not ready to make a purchase yet. 

How will my order be packaged?

Your order will be carefully packaged by our brand partners to ensure it arrives to you in great condition while minimizing our environmental impact.

 

Shipping, taxes & duties

 

Each brand partner has his own logistics service provider & shipping policy. You find the shipping policy for each vendor on the vendor shop page under the policy tab.

All orders placed on our website are sent from the country where the according brand partner is based. If an order includes products from several brand partners, you’ll receive separate packages from each brand partner.

Once your order has been placed, a confirmation email will be sent to your email address. Processing time, delivery time and delivery service vary from brand partner to brand partner. Please see this information on the vendor shop page under the policy tab. As soon as the order has been shipped, you’ll receive a notification via e-mail. If you do not receive these confirmation emails, please check first your junk folder and then email us at hello@ccrave.co

Ccrave and the according brand partner do not take responsibility for delays of the delivery services.

Orders crossing borders may incur local duties and taxes. We have no control over these charges. They will need to be paid by the customer locally upon receipt unless it is written that the duties and taxes are paid by the brand partner on the product page and checkout page.

 

How much will I be charged for shipping?

This varies depending on the size, weight and destination of your chosen items, and the cost will appear at the checkout. 

Shipping fee will vary depending on the amount of items and brand partners you select. 

If an order includes products from several brand partners, you’ll have separate shipping fees to pay  from each brand partner’s logistics service provider. 

When will I receive my item and how can I track delivery?

Once your order is confirmed, the brand partner will dispatch it as soon as possible. Delivery will vary depending on your location and chosen shipping method. If you ordered from multiple Ccrave partners, your items will arrive separately and you’ll receive separate delivery notifications.

Tracking information and an estimated delivery date will be provided by our brand partners logistics service providers. 

Will I need to pay taxes and duties?

Ccrave brand partners ship to the following destinations: Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden.

There will be no custom taxes if your delivery address is in the EU and your order is from a European based brand partner. 

 

Returns, exchanges & refunds

Each vendor can have his own return or exchange policy. You’ll find which policy is applied for each vendor on the product page under the policy tab.

“Default Return & Exchange Terms” DO NOT APPLY to each vendor.
What are Ccrave’s “Default Return & Exchange terms”?

You have the right to withdraw from this contract within 14 days. The withdrawal period will expire after 14 days from the day on which you received the good. If you withdraw from the whole contract, we’ll reimburse you for all payments received from you, including the original shipping costs. You bear the costs of returning the goods, custom/tax fees of your destination and payment transaction fees (approximately 1-2%) of the original payment.

INCORRECT & DAMAGED ORDERS

If the product is faulty or is different to its description, please follow the below return process. In this case, you’ll then receive a new but same good or a refund which will include product cost, shipping and custom cost associated with the return and VAT fees.

If you haven’t received the product within the promised delivery time, please contact us at hello@ccrave.co  and we’ll see what we can do. However, the brand partners and Ccrave do not take responsibility for lost/missing packages that show successful delivery to the order address. 

We offer a full refund (excluding delivery costs) on any items returned to us within 14 days of the delivery date. To create a return, please contact us by email on hello@ccrave.co.

How do I return my item?

You have to e-mail us not later than 14 days from the day on which you received the good. After sending the return or exchange request, we’ll inform you about the next steps. After having received the return confirmation, you must send back the goods not later than 3 business days from the day on which you received the return confirmation. Items from different vendors will need to be returned separately to them. All returned goods remain the responsibility of the customer until they reach the brand(s). On receipt of the product, the vendor(s) will inspect and initiate the refund process or send a new product, depending on the order’s circumstances.

The right to withdraw or exchange is considered correctly followed when the item is in perfect condition or in the exact condition you received and described it, the product must not have been used, washed or damaged and reach the brand partner safely. Should the terms for the right to return or exchange not be met, the customer can, at his own expense, request the return of the products. We cannot take responsibility for items damaged or lost in the return transit.

How do I package my item for return?

  1. Place the item with original packaging and attach the return label and a signed copy of the return note to the outside of the packaging. 
  2. If you are returning to multiple locations, please pack the items separately for each of our brands, with a corresponding return label attached to the outside of each box.

When will I receive my refund?

Refunds are issued via the original payment method and will normally appear within 14 business days, depending on the processing time of your payment provider.

As soon as your returned package is received and accepted by our brand partner, you will receive an email to confirm your refund.

Will shipping & duties be refunded on return?

We do not offer free returns at the moment. You may be able to recover the duties taxes by contacting your local customs office directly. 

Can I return my customised item?

Unfortunately, we are unable to accept returns as customised pieces are created to your specification and taste.

Join the waitlist We will inform you when the product is back in stock. Please leave your email address below.