FREQUENTLY ASKED QUESTIONS
We're temporarily closed
To our valued Customers,
With the rising severity of the COVID-19 crisis, we have had to make the hard decision to temporarily close the Crèmm site until further notice. If you have an outstanding query, please note that there'll be a significant delay in our response.
On behalf of our entire team, we would like to take this opportunity to thank you for your continued support and wish you well during this challenging period. Stay safe.READ FULL ARTICLE
With the rising severity of the COVID-19 crisis we have had to make the hard decision to temporarily close the Crèmm site until further notice.READ FULL ARTICLE
Updates to Domestic Delivery Procedures
Due to the increasing impact of Coronavirus, our delivery carrier Australia Post has made some changes to their delivery processes to ensure the safety of the people and customers.
The below measures have been implemented to minimise the risk of contracting or spreading Coronavirus. The delivery drivers will ask the following questions if you're at home:
- If you’re unwell or have any reason to suspect that you’ve been exposed to someone diagnosed with or suspected to have Coronavirus.
- If you’re in self-isolation due to having contact with someone suspected or diagnosed with Coronavirus or have travelled through mainland China, Iran, Italy or Republic of Korea.
If you answer yes to any of the above, the delivery driver will ask you to stay inside and leave the parcel at the front door for you to collect once they have left the premises.
We also advise that for any customers who are showing symptoms, do not visit the Post Office during this time.READ FULL ARTICLE
Please note that Self Service Terminals at Post Offices will be temporarily unavailable to ensure customers and staff keep a safe distance from one another.
To also minimise the risk of contracting or spreading coronavirus, all parcels - be it at a Post Office or at a residence - will no longer require a signature for delivery or collection.
If you have any questions, feel free to reach out to our Customer Experience team below.
For any further updates, please visit the Australia Post website for more information.
How do I track my order?
Want to know where your order is? Of course you do!
As soon as your order is dispatched you'll receive an email with your tracking info.
You can use this info to track your order by heading to the relevant courier service's website and popping the tracking number into the search portal.
Need help tracking your order? Get in touch with the Customer Experience team below.
What is your latest returns policy?
Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens.
PLEASE NOTE: IT IS NOT POSSIBLE TO RETURN CRÈMM ORDERS TO ANY PHYSICAL RETAIL STORE.
You are also responsible for any costs associated with returning your item.
Changed your mind? Don’t we all. Doesn’t fit? Try again. You’re welcome to return your purchase if you meet the following conditions:
- Returned within 90 days of purchase (proof of purchase is required)
- Item(s) are unworn, unwashed, undamaged with original tags attached.
- In original packaging and condition. Items must be returned in the condition they were dispatched in. Footwear returns cannot be sent back with the shoebox taped up, written on or exposed. Please use a postage bag or an inside out plastic shopping bag.*
*We reserve the right to reject any returns that do not meet these requirements.
If you are unable to provide satisfactory proof of purchase, Crèmm at its absolute discretion reserves the right not to offer a refund for change of mind.
If you believe any purchased items may have manufacturing faults, please get in contact with the Customer Experience team below and we'll help you with the returns process. You will be asked to provide proof of purchase as well as photos that clearly display the fault.
Please do not send any product back without contacting us first.
Want to organise a return? You'll find all the info here.READ FULL ARTICLE