Frequently Asked Questions

Need Our Retail Store Details:

Irvine Store
85 Lamont Place
(Opposite Sainsbury's Petrol Station)
Irvine, North Ayrshire
Scotland
KA12 8HD
Phone: 01294 204240
Opening Hours: 9am-6pm, 7 days

MrCrimbo Head Office
XS-Stock.com Ltd
3 Brewster Place
Riverside Business Park
Irvine, North Ayrshire
Scotland

KA11 5DD

Customer Support Available: Monday – Friday, 8am – 5pm

Phone: 01294 204004
Email: support@mrcrimbo.co.uk

 

Ways to pay:

We currently accept credit/debit card, Shop Pay, Apple Pay and Google Pay

 

Payment declined, but pending in account (Shadow):

We can confirm when you attempted to place the order, your bank will allocate the funds by placing a "shadow payment" on your account, but as your order was declined, the payment will be returned to your bank account.

 

How long will my refund take once returned?

We aim to issue a refund back to the original payment method within 1 – 2 working days after receiving the item. The Payment service can then take up to 7 days to return the payment to your payment method. You will receive an email from us when we process the refund. Please allow up to 7 days from the email for the refund to appear.

 

Can I place an order online & collect in store?

Unfortunately, this is not something which we currently offer.

 

Can I return an online order to the store:

All online orders are required to be returned to the following address with a returns authorisation ref and won’t be accepted in store. 

Mr Crimbo.co.uk
3 Brewster Place
Riverside Business Park
Irvine, North Ayrshire
Scotland

KA11 5DD

Can I track my order:

Yes, if you have registered on our website, you will be able to track your order via your account, however, if you have not registered and checked out as a guest, you will receive your tracking reference in your dispatch confirmation email. 

Can I place an order over the telephone:

Unfortunately, we do not currently offer this due to GDPR restrictions as all our calls are recorded. All orders are required to be placed online.

What happens if there is an item missing from my order:

If you believe there is an item missing from your order, please check within all packaging, as if there are smaller items our packing team may place smaller items within larger items. However, if you are still not able to locate the missing item please contact us via support@mrcrimbo.co.uk within 24 hours of receiving the order.

How can I update my personal details:

If you have registered as a customer, please log into your account and change the details here. If you wish to change details on an order i am afraid this is not possible as we process orders quickly and will not be able to catch the order.

My order has arrived damaged/faulty:

In the event of any items arriving damaged or faulty, please contact us via support@mrcrimbo.co.uk

Do you offer discounts for purchasing a large quantity:

Please contact us via support@mrcrimbo.co.uk including the product code & quantity you require to enable us to check if there would be any available discounts.

Do you offer a credit account:

This is not something which we offer.

When will my item be dispatched:

All orders placed before 2pm are dispatched the same day, any orders placed after this time will be dispatched the following working day. During peak periods there may be some delays but our elves work very hard to ensure this does not happen.

If I pre-order an item, when can I expect delivery:

All pre-order items will have the expected release date shown on the listing. You shall be informed at the checkout that one or more items are presale. You will also receive an email confirming the presale.

My order contains both pre-order items and items which are in stock, will they be shipped separately.

We can ship the items which are in stock straight away, or if you would prefer to receive altogether, we can also offer this. Please contact us with your preference via support@mrcrimbo.co.uk