What is an oversell?
While uncommon, from time to time we have an influx of customers all hoping to order the same item, we realise when attempting to fill these orders that unfortunately we can't fulfill them all.
If you have received an email about your order being oversold, this means that we were, unfortunately, unable to fulfill your entire order or part of your order.
Our Terms & Conditions do also cover our oversell policy under section 4. Orders, Pricing and Availability - Crèmm reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.
When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account.READ FULL ARTICLE
Help! My delivery was sent to the wrong address?
Oh no! We strive to provide the ultimate customer experience, so we're sorry that this has happened.
If you believe your order has been accidentally delivered to the wrong address, get in contact with the Customer Experience team below and we'll help you out.
I haven't received my confirmation email?
Our emails sometimes get filtered to your junk or spam folders, so we recommend having a quick check there first.
If the email is still nowhere to be found, please get in touch with the Customer Experience team below. We'll be able to locate your order and resend the email to you.READ FULL ARTICLE
I didn’t give Authority to Leave, but my parcel was left unattended?
We're so sorry this mix-up has happened.
We endeavour to give you a premium shopping experience with Crèmm so we're disappointed that we haven't met your expectations.
Your feedback helps us grow and improve the experience of our customers - we value it immensely. Reach out to our Customer Experience team below to let us know what's happened.READ FULL ARTICLE
I gave Authority to Leave, but my order hasn’t been delivered. Where is it?
We know that you were probably hoping to have your delivery waiting for you when you arrived home, however our courier partners will only leave a parcel if they believe it is safe to do so - even if you gave Authority to Leave.
We apologise for any inconvenience this may have caused - we have this protocol in place to prevent loss. We want to avoid your purchases ending up in the wrong hands.
If your order hasn’t been delivered, it’s likely that it was returned to sender and is now on its way back to us.
Please get in contact with our Customer Experience team below and we’ll be able to help out moving forward.
Unfortunately, we're unable to organise for the order to be resent. You’ll be refunded and we encourage you to order again to an address where the order can be signed for.READ FULL ARTICLE
I haven't received any tracking information?
Oops! You definitely should have received tracking info when your order was dispatched, so we apologise if that isn't the case.
Double-check that the email hasn't landed in your spam or junk folder, but if it's still missing reach out to us below.
We'll be able to provide you with the tracking information and help you track your order if needed.READ FULL ARTICLE
I received the wrong item?
We pride ourselves on creating the ultimate customer experience. so we're sorry this mistake has happened.
Our Customer Experience team are here to help sort this out.
Get in touch with us below and we'll organise a return of the incorrect item and let you know where to go from there.READ FULL ARTICLE
The items I’ve received look like they’ve been worn. How do I return them?
We want you to have the best experience with your new purchases, so we're very sorry that they are not up to scratch.
Take some photos of the affected areas and then get in touch with the Customer Experience team below. We'll have a look at the photos and advise on the process from there.READ FULL ARTICLE
I received two different sized shoes. How do I return them?
Sometimes we make mistakes and we sincerely apologise if you've received an odd pair of shoes.
Take a few photos of the odd-sized shoes, then reach out to our Customer Experience team below to let us know what's going on and we'll organise a solution for you.READ FULL ARTICLE
I bought the wrong size! Can I exchange for the correct size?
We're sorry to hear that your items don't fit as well as they should.
Crèmm currently does not offer exchanges, but we do offer refunds.
We recommend returning the item and placing another order in the correct size.
Your items are eligible to be returned if:
- returned within 30 days of purchase (with proof of purchase available if requested)
- unworn, unwashed and undamaged with original tags attached
- in original packaging and condition. Items cannot be sent back with their packaging exposed, taped up or otherwise damaged.
If you registered an account with Crèmm, you can start the returns process through 'My Account'.
If you checked out as a guest, please reach out to the Customer Experience team below to initiate the process.READ FULL ARTICLE
I think my item is faulty?
At Crèmm we pride ourselves on providing quality products, so if you believe you've purchased an item that has a manufacturing fault we want to know about it.
Get in touch with our Customer Experience team below to let us know what's going on.
To conduct an assessment on your item, we'll request proof of purchase and photos clearly showing the fault, so it's best to have these details handy.
From there, the team will help you organise a return and advise you on how to proceed.
Please do not send any items you believe are faulty back to Crèmm without getting in touch with the Customer Experience team first.
Once your return arrives at our warehouse, it will undergo a Quality Assurance Assessment before being approved or denied for a refund.
Please note that we reserve the right to reject any returns which do not meet our Returns Policy.