An order has a number before a payment is matched. This page shows how the two meet, when dispatch follows and what The Crew needs if they do not.
Bank transfer
SEPA bank transfers are in EUR. Use the order reference so we can match the funds, and keep the receipt until the order is confirmed.
Western Union
When Western Union is offered for your order, follow its specific instructions and keep the transfer reference and receipt.
Cryptocurrency
Use only the coins and networks shown at checkout. Keep the address, amount, any memo or tag and transaction ID (TXID) together.
Cards and cash
Direct card payments, PayPal, cash on delivery and cash at our premises are not available. Orders move into processing after full payment is received and matched.
For an existing payment marked unpaid or on hold, send The Crew the order number and payment reference. Check what happened to the first transaction before sending another.
Placing an order and checking the details
Review your cart total. At checkout, enter delivery details, select the shipping and payment methods shown for that order, then check everything before submitting. Submission creates an order number. Follow its payment instructions and keep the confirmation email, including for a guest order. Payment confirmation and dispatch come later.
Check the street, house or unit number, postcode, city, country and email address. A single missing digit can give a parcel quite a complicated afternoon.
The checkout shows the shipping and payment methods available for that order. If no shipping method is available for the destination, we cannot ship that order there. If a tracked option is absent, it is not currently supported for that destination. Customer Notes can record a delivery preference, but cannot guarantee a special arrangement.
Tracked shipping provides a carrier reference. Untracked shipping has no tracking number or individual tracking history. The Shipping page explains the different investigation options, delivery estimates and responsibilities.
Bank transfers and Western Union
Direct bank transfer and Western Union are supported methods, alongside cryptocurrency. Use the payment details supplied for the current order. The methods actually available at checkout take account of that order; an older email or saved recipient is not a substitute for checking its instructions.
SEPA transfers and payment references
SEPA means Single Euro Payments Area and is used for euro bank transfers. For a SEPA payment, the currency is EUR. Include the order number in the payment reference and use the sender details that correspond to the order wherever possible.
For Western Union, use the instructions supplied with the current order and keep the transfer reference. Send the order number, transfer amount and proof to Support if the payment needs matching. A transfer receipt shows what you sent; the order status changes only after the funds are received and verified.
The source of a transfer may be a bank account or a banking service such as Wise, Revolut, Bunq or N26. This remains a bank transfer. It does not mean we accept the service’s physical or virtual card directly. Availability, fees and any restrictions depend on the provider.
If the service has no reference field, or the sender’s name differs from the order details, send Support the order number, sender’s name and payment confirmation. A different name or missing reference can require a manual check.
Transfer timing
Bank transfers commonly take 1–2 business days to arrive, but bank and Western Union payments can take up to 5 business days to clear. Weekends, public holidays and provider processing can affect the timing. These are processing estimates, not dispatch promises. A receipt helps us trace a payment; it does not by itself confirm receipt of the funds.
Methods we do not accept
We do not accept direct credit or debit card payments, PayPal, cash on delivery or cash payments in person. Collection from our premises is not available. A carrier collection point, where supported, is a delivery arrangement rather than an in-person payment option.
Crypto payment details
Choose a cryptocurrency shown for the current order. The checkout or order payment instructions then show the address, amount and any required network or memo information. The supported list can change. The same token name can appear on more than one network, so a familiar name alone is not enough to identify the correct payment route.
Amounts and payment instructions
The current order provides the payment address and amount information. Do not reuse an address from an earlier order. Check the coin, network, full address and any required memo or destination tag together. If an address or payment window appears to have expired, ask Support to check it before sending anything further.
Exchange rates can change, and a wallet or exchange may deduct a fee from the outgoing amount. Check the amount that will actually reach the destination against the order instructions. If conversion from a EUR total is required, use a current rate for the selected coin. A calculator estimate should not replace a specific amount already given in the payment instructions.
Your transaction ID
After a crypto payment, send the TXID and order number to Support through the official contact page. The TXID is the transaction’s identifying reference; it lets the payment be located and checked. A screenshot is useful alongside it. Include the coin and network, and explain if the payment came from a different person’s wallet or an exchange account.
A memo or tag is extra information required by some payment destinations. Include it when the order’s instructions require it. A transaction ID, an exchange withdrawal reference and a memo are different things; send the details you have and identify which is which.
Confirmations and limits
Crypto payments can take around 1–24 hours to be confirmed and matched, depending on the network and the review needed. Some arrive sooner. A transaction appearing on a blockchain does not automatically mean the order has been matched or dispatched, and confirmation requirements vary.
Crypto transfers cannot simply be reversed with a chargeback. A wrong address, coin or network can make funds unrecoverable. A refund, where applicable under the Return Policy, is handled separately. Crypto also does not guarantee anonymity. Keep private keys and recovery phrases private; they are not payment receipts and should never be shared.
Payment and order confirmations
Submitting an order creates an order record. Payment confirmation means the funds have been received and matched. Shipping confirmation comes later, when the parcel is dispatched. The bank, the network and the packing room are connected, but they do not all update the same screen at the same moment.
When a transfer or crypto payment is received and matched, the order can move into processing and a payment confirmation can be sent. The later shipping email includes tracking for a tracked method. Account customers can also check their order details; guest customers receive updates at the email address used for the order. Untracked shipping does not generate a tracking number.
If an email is missing, check spam or junk and the spelling of the address supplied. If it still cannot be found, contact Support with the order number. If the order number is also missing, explain that and provide the order email address and payment reference so The Crew can investigate.
An on-hold or awaiting-payment status can mean funds are still in transit, network confirmation is pending or the payment needs matching. The status alone does not establish that money was lost. Equally, a cancelled or failed status does not prove that no money left your account.
Payment problems and missing details
Start with the record in your bank, wallet or payment app. Check whether the transaction is pending, completed, rejected or returned. Keep its date, amount and reference, together with any error message. That gives The Crew something concrete to investigate.
Missing reference or different sender
Send the order number, payment date and amount, sender’s name and a screenshot or receipt. If someone else paid, include both the name on the order and the name on the payment. Support can review the records and check whether a manual match is possible.
Pending crypto or an unrecognised TXID
Check the transaction status in the wallet or the explorer appropriate to its network. A pending transaction still needs network confirmation. A confirmed transaction may still need to be matched to the order. If the reference cannot be found, send the TXID exactly as supplied, coin, network and any exchange withdrawal reference. Not every network exposes the same transaction details.
For a bank transfer that remains unconfirmed after the usual 1–2 business days, send the receipt for review. The transfer may still be within the longer processing window. For crypto still unmatched after the expected window, send the TXID and order details. These are useful points to request a check, not deadlines that prevent you reporting an error sooner.
Underpayments and overpayments
Orders require full payment before processing. An underpayment can leave the order on hold; we will contact you where possible. Send the payment details so the amount received can be checked before any further payment is arranged. A partial payment does not reserve stock or a processing slot.
An overpayment does not normally prevent order processing, but the excess is not automatically refunded. Contact Support with the order number, amount and transaction reference so it can be reviewed under the applicable policies.
Wrong coin, network, address or memo
Contact Support as soon as possible with the order number, TXID, coin, network, destination address and any required memo or tag. Explain what differed from the order instructions. Recovery may be possible in some situations, but it is not guaranteed; some errors result in permanent loss. If the payment came through an exchange, its support team may also need to investigate.
Failed, rejected or returned payments
A failed message can come from the payment provider, the network or the website. Send the exact error and any payment proof. Check with the provider whether the first transaction is still pending or has been returned. Do not repeat a payment while its outcome is unclear. Two payments rarely make one missing reference easier to untangle.
Checkout or browser errors
If the checkout page does not load or respond correctly, note the message and try another browser or device. Privacy extensions or VPN settings can sometimes interfere with a page. If a payment or order may already have been submitted, check its status first rather than submitting it again. If the problem persists, send Support a screenshot and a description of where the process stopped.
A missing shipping option can also reflect a destination restriction. It cannot be fixed by choosing an inaccurate country or changing the delivery details to bypass the restriction.
Order changes and support
For a wrong address or another change, contact Support immediately with the order number and the exact correction. Mark an urgent change request clearly. Requests can only be considered before processing or dispatch, and a message does not guarantee that an order can be stopped.
If an order is unpaid and no payment is in progress, an available cancellation option can be used to correct the order record. If payment has already been sent, ask Support to check the original order before creating or paying another one. An order that is packed or dispatched cannot simply be edited.
Send The Crew the details that matter
Support is part of the same daily operation as the people checking payments and preparing orders. You do not need to diagnose the system before contacting us. A clear record of what happened is enough to start the review.
Include your order number, payment method, date, amount and currency, plus the bank reference or crypto TXID. Add the sender’s name if it differs, the coin and network for crypto, and a screenshot or receipt where available. Explain the problem and include the exact error message. Hide unrelated financial details; never send wallet recovery phrases or private keys.
Keep follow-up information in the same conversation. Requests are handled in the order received, and the time needed depends on the issue and the information available. One clear thread gives The Crew a much better starting point than several incomplete ones.
