Meeting Your Order
We value your order and we know you will be eagerly waiting its arrival. Our priority is to dispatch your goods quickly so we aim to post your order within 24 hours of receipt and payment of order. However, we custom make and outsource many of our products, so our projected delivery times for these are:
- Hand-made garments up to 4 weeks
- Custom dyed yarns up to 10 days
- Outsourced products 7-10 days
We will contact you with an approximate delivery time once your order has been placed, and will keep you updated on the status of your order.
If you have a time deadline to meet, please phone or email us to discuss, and we will do our very best to meet it.
At Cruellas we pride ourselves in creating and outsourcing top quality NZ made garments which we want you to enjoy. Our products usually include care instructions so you know how to keep them at their best.
Our product quality is important to us and so are our Customers, and we want you to be happy with your purchase from us, so if you have any concerns about your product talk to us as soon as possible.
Returns and Refunds
If you return goods to us we need to know why so that we can work with you to resolve the issue. Please contact us prior to returning goods so that we can discuss your concerns with you.
We do not accept change of mind returns, however we will accept returns within 14 days of delivery for the following reasons:
- Goods damaged or faulty prior to delivery.
- Goods supplied incorrectly.
- Incorrect sizing or garment fit.
- Goods failing to meet any applicable guarantees under the Consumer Guarantees Act 1993 and its amendments.
- Goods that vary from their description on the website.
At our discretion we will repair, replace or refund any damaged or faulty goods; if we are unable to replace goods a refund will be issued for the value of the damaged or faulty goods, postage will not be refunded.
Include a copy of the invoice or packing slip that accompanied your order along with your current contact details – please include a current email address.
We will notify you when your return is received, and we will try to resolve the return as soon as possible.
If you wish to cancel an order that you have placed with us there may be a cancellation fee of up to 50% to the cover stock that we have ordered in for your order.
All Sales are processed in NZ Dollars, and all prices shown are excluding GST. GST will be added at the checkout for NZ customers
Cruellas (Nelson) Ltd will not record or share personal information relating to payments and purchases, this means customers will need to enter all details for processing and delivering a sale on our website each time they make a purchase.
Cruellas (Nelson) Ltd will not use customer details for any purpose other than the intended use they were obtained for, without prior consent from the customer. We will not sell, rent or trade personal information to a third party.
Our website is secure and has a current SSL certificate. Our payments are processed securely through Windcave so we don’t obtain all details relating to customer payments. They are managed securely by Windcave.
We will send email notifications when your parcel is collected by our Courier, and when they deliver it to you. If you do not wish to have your email or phone number shared to the courier for these notifications please note this in the comments box on your order. Please be aware that will mean you won’t receive shipping notifications on that order. You will need to inform us of this each time you order.