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
Can I change or cancel my order?
We're proud of our fast delivery, but this does mean there is only a small window to cancel an order. By the time your order is packed, we're unfortunately unable to cancel the order.
Get in touch with our Customer Experience team below and we will do our best.
If we've missed the window and your order is already on its way to you, we're unable to halt the delivery. It's not a hassle though, we can assist in initiating the returns process as long as the items comply with our Returns Policy.READ FULL ARTICLE
What do I do if I’ve entered the wrong delivery address?
Don't stress, we all make mistakes.
Get in touch with the Customer Experience team below and we'll be able to assist.
There is a small window of time between your order being placed and being shipped for delivery. If we hear from you early enough we may be able to change the address before your parcel is shipped.
If we miss the window, that's okay! We'll organise a Return to Sender so the parcel will come back to us and you can reorder with the correct address.READ FULL ARTICLE
Help! My delivery was returned to sender?
We apologise for this inconvenience, but if our courier partners don't believe it's safe to leave a parcel unattended it will be returned back to us. This protocol is in place to prevent your purchases from falling into hands that are not yours.
We, unfortunately, cannot send the parcel back to you and it will be refunded to your original payment method.
We understand that you're hanging out for your new items, so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.
If you want more info, please get in touch with the Customer Experience team below and we'll be able to walk you through the process.READ FULL ARTICLE
I received an order that isn’t mine?
We're sorry this mix-up has happened.
Our Customer Experience team will help sort this out.
Snap a few photos of the order that you've received and your invoice and then get in touch with us below. We'll assist in getting this straightened out as soon as possible.READ FULL ARTICLE
Why is there an item missing from my order?
As Crèmm hosts third party sellers, it's likely that your purchases will be arriving separately. You should have received separate tracking information if this is the case. Learn more about split orders here.
If an item is missing from the order rather than in a separate delivery, get in touch with the Customer Experience team below so we can help track down your missing item.READ FULL ARTICLE