Shipping policy

NEW ZEALAND

  • Orders over $250 Economy Shipping - Free
  • Orders Under $250 Economy Shipping - $12

AUSTRALIA

  • Orders over $300 Economy Shipping (6-12 working days from dispatch) - Free
  • Orders over $300 Express Shipping (4-7 working days from dispatch) - $20

  • Orders under $300 Economy Shipping (6-12 working days from dispatch) - $20
  • Orders under $300 Express Shipping (4-7 working days from dispatch) - $35


*This timeline is an estimate only and not guaranteed. On rare occasions, orders will ship or be delivered outside this timeframe. In peak shipping times (ie, Christmas, Black Friday etc) we also cannot guarantee these times as once your item leaves our warehouse, it is out of our control.

All orders purchased from the Rylee + Cru Collective (Rylee + Cru, Quincy Mae, and Noralee) are shipped from our fulfillment warehouse located in Oamaru, New Zealand.

Orders cannot be modified or cancelled once they have been submitted. For more return information on returns & exchanges,, please refer to our returns policy below.

The Rylee + Cru Collective is not responsible for package deliveries affected by an invalid or old address provided by the customer, natural occurrences, air and ground transportation delays or strikes, customs, or transfers from our NZ carrier to the local carrier in the destination country.

Will I be charged duties?

If you are shopping from outside of New Zealand, you may be charged customs taxes and duties. These are not included in the price of the products and are not included in the overall shipping cost. The Rylee + Cru Collective is not responsible for any possible duties and taxes which may be applied by customs in the country you are shipping to.

The responsibility for any custom duties, foreign taxes, or other fees which may be imposed lies solely with the customer.

For example, orders over $1,000 shipping to Australia will incur a 5% customs duty charge, and additional customs clearance fees.

 

ORDER STATUS 

You will receive a shipping confirmation email with a tracking number once your order ships. 

If you're missing items or shipments or if you have any concerns about the products you received, contact us within 7 days of the delivery date. Please make certain to ship to a secure location as we will not process refunds or re-ship orders once the tracking shows delivery confirmation.

*Please note all prices on product listings are in NZD

All international shipments outside New Zealand and Australia are considered FINAL SALE and not eligible for exchange or refund due to the additional freight and duty costs associated with those orders. 

 

Return/Exchange Policy

Items marked Final Sale / Clearance / End of Line / End of Season are ineligible for store credit, refund, or exchange. Sales of this items are considered final. Please keep reading for additional information.

CAN I EXCHANGE A PRODUCT?

A product may be exchanged if it is sent back:
● unworn
● unwashed
● with original tags and packaging intact
● free of stains, odors, animal hair, and damage

To begin your exchange, please first email our customer service team at info@ryleeandcru.co.nz 


WHAT IS YOUR RETURN POLICY?

Items marked Final Sale / Clearance / End of Line / End of Season are ineligible for store credit, refund, or exchange. Sales of this items are considered final. Please keep reading for additional information.

We recommend trying on all items in your order to ensure they fit, before you wash them as we cannot accept exchanges or returns for refunds after items have been washed.

An item may be returned if it is sent back:
● unworn
● unwashed
● with original tags and packaging intact
● free of stains, odours, animal hair, and damage

To begin your return, please email info@ryleeandcru.co.nz or follow the instructions on your return form provided. However, the return package must be postmarked back to us within 15 calendar days of delivery in order to receive a refund.

The Rylee + Cru Collective AUS/NZ offers free shipping (on applicable orders) with the tacit understanding that the customer will keep the goods purchased. Should you choose to return your full priced order for a refund, the Rylee + Cru Collective will retain any original shipment costs incurred.

Please note all shipping of returns and exchanges are at the expense of the customer (unless otherwise advised). The Rylee + Cru Collective is not responsible for untraceable or lost return shipments. We recommend using a delivery service with tracking to protect your return.

Please allow up to 1 week for your return to be processed once received at our warehouse, and 3 business days for refunds (minus the original shipping cost) to be processed to your original form of payment.

IS THERE A TIME LIMIT FOR RETURNS?

The return package must be postmarked back to us within 15 calendar days of delivery in order to receive a refund as long as they meet the following requirements:
● unworn
● unwashed
● with original tags and packaging intact
● free of stains, odors, animal hair, and damage


WHAT IS YOUR SALE ITEMS RETURN POLICY?

Any orders placed within the context of a sale, or any items marked Final Sale, are ineligible for store credit, refund, or exchange. Other discount codes may be eligible for store credit or refund – please reach out to the team at info@ryleeandcru.co.nz if you to discuss this.


CAN  I RETURN A GIFT?

If you would like to return an item that was gifted to you, please contact us with the buyer’s name, and order number (if known). The buyer will not be contacted; it will simply help us find the order and act as proof of purchase.

Once the record of the purchase is confirmed, our gift-exchange follows the same rules as any other exchange:

The item/s may be exchanged if sent back:
● unworn
● unwashed
● with original tags and packaging intact
● free of stains, odors, animal hair, and damage

No return form in necessary for gift exchanges; all we need with the package is a note including your name, email address, and order number associated with the original purchase, if possible, otherwise we will need to original purchaser's details. Please indicate you are returning a gift in a note with the return - this way the buyer will not be contacted. 

Once we get the package back, we will process the return as we do any other exchange. Note, free shipping is not offered for returns.

Any return shipment handed off to carriers without proof of the exchange will still be considered the property of the customer. Whenever dropping a package for a return please always get a receipt for the drop-off as this shows us the package is in the custody of the carrier. Any order lost in transit that is in the custody of the carrier will not be the responsibility of the customer and will still be redeemed as a valid return. 

Warranty Info: We stand by all our products and want you to be assured that your item is made with care and will last through standard wear and tear when included use/care instructions are followed. In the case that there is an issue related to a defect, please notify us within 30 days of the receipt of your product if there are issues with the product in its new and unworn condition. Items washed / worn are not eligible for returns/exchange when any damage is related to standard product wear and tear.

Any package reported damaged/missing items will be reported to the carrier and we will initiate an inspection process for insurance purposes. Please provide photo evidence of the package. Items picked up at a carrier service space with issues need to be addressed at that carrier office prior to initiating a refund request with Rylee + Cru Collective (AUS/NZ). 

We supply free return labels for any items that are damaged or may have a defect. All other returns require a minimal freight free on behalf of the sender to cover the return order. 

To begin your return, please email info@ryleeandcru.co.nz or follow the instructions on your return form provided.