Returns & Delivery Policy

1. Introduction

At Crème de la Crème Gowns, we are committed to providing quality graduation regalia and accessories, supported by a reliable and transparent ordering and delivery experience.

This policy explains our order processing procedures, delivery arrangements, voluntary returns and customers' rights when goods are defective, damaged or incorrectly supplied.

This policy applies to orders placed through our authorised sales channels, including WhatsApp and other electronic communication platforms.

Nothing in this policy excludes, restricts or overrides rights afforded to consumers under applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

2. Order Processing

Our standard order processing period is 5–10 business days, calculated from the date on which payment has been verified and all necessary order details have been confirmed.

Business days exclude Saturdays, Sundays and South African public holidays.

The standard processing period applies to products available for normal fulfilment. Customised products, special orders and institutional bulk orders may require longer processing periods, which will be communicated before order confirmation.

Processing time refers to preparing an order for dispatch and does not include courier transit time.

Customers will be informed of the applicable processing and estimated delivery arrangements before confirming their orders.

Where an agreed delivery deadline applies, we will honour our obligations under that agreement and applicable law.

3. Delivery Fees

Our standard delivery fee is R120 per order for eligible standard deliveries within South Africa.

Additional delivery charges may apply to:

• Remote or outlying delivery areas.
• Oversized consignments.
• Bulk institutional orders.
• Special delivery arrangements requested by the customer.
• Redelivery required because of incorrect information supplied by the customer.

Any additional charges will be communicated to the customer before order confirmation or before the additional service is arranged.

4. Delivery Areas and Courier Services

We deliver nationwide within South Africa using third-party courier service providers.

Delivery times depend on the destination, courier network and selected delivery service.

Where tracking information is available, it will be shared with the customer after dispatch.

International delivery arrangements, where available, must be confirmed separately.

5. Delivery Delays

We understand that graduation regalia is often required for a specific ceremony date.

Customers are encouraged to provide their graduation date when placing an order.

If an order is subject to an anticipated delay, we will notify the customer as soon as reasonably possible and communicate the available options.

Where an order is not fulfilled within the agreed or legally applicable period, customers may exercise any cancellation or refund rights available under South African law.

For qualifying electronic transactions, section 46 of ECTA generally requires execution within 30 days unless another period has been agreed. Where the supplier fails to execute the order within the applicable period, the customer may cancel on seven days' written notice.

6. Delivery Responsibility

Crème de la Crème Gowns remains responsible for goods until delivery has been accepted by the customer or an authorised recipient, subject to applicable law.

If an order is lost or damaged during transit before delivery is accepted, customers should contact us so that we can investigate and arrange an appropriate remedy.

The use of a third-party courier does not remove our legal obligations as the supplier.

7. Incorrect Delivery Information

Customers are responsible for providing accurate and complete delivery information.

If an incorrect address, telephone number or recipient detail results in a failed delivery, additional delivery charges may apply where the customer is responsible for the error.

Customers should notify us immediately if their delivery information changes.

We cannot guarantee that delivery information can be amended once a parcel has been dispatched.

8. Voluntary Returns of Standard Products

We accept voluntary returns of eligible standard, non-customised products where a customer changes their mind, subject to the following conditions:

• The return must be requested within 7 calendar days after delivery.
• Products must be unused, unworn, unwashed and unaltered.
• Products must be returned in their original condition, with all accessories and components included.
• Original packaging should be included where reasonably possible.
• The customer must provide proof of purchase.
• The return must be authorised by our team before the goods are sent back.

Reasonable fitting to check size does not automatically constitute use. However, products worn to a graduation ceremony, photoshoot or other event will not qualify for a discretionary change-of-mind return.

Customers must arrange and pay for return shipping for voluntary returns, unless otherwise agreed.

Once the returned product has been received and inspected, an eligible refund will be processed in accordance with our Cancellation & Refund Policy.

For purely voluntary returns, the original R120 delivery fee is not ordinarily refundable where the delivery service was properly performed.

These conditions apply only to our additional voluntary returns offering and do not restrict statutory cooling-off or other consumer rights.

9. Products Excluded From Voluntary Returns

The following products are generally excluded from discretionary change-of-mind returns:

• Genuinely customised or made-to-order graduation regalia.
• Personalised graduation accessories.
• Academic hoods or sashes manufactured to individual approved specifications.
• Custom-branded certificate holders.
• Products altered at the customer's request.
• Products that have been worn, washed, damaged or used beyond reasonable inspection.
• Bulk institutional orders governed by separately agreed return terms.

These exclusions do not apply where a customer has a statutory right to return the goods.

A standard product is not automatically treated as customised merely because a customer selected a standard size, qualification or existing product variation.

10. Defective, Damaged or Incorrect Goods

If a customer receives defective, damaged or incorrectly supplied goods, they should contact us as soon as reasonably possible.

Customers may be asked to provide:

• Their order number or proof of purchase.
• A description of the problem.
• Photographs of the affected products, where available.

Where the CPA's six-month implied warranty applies, customers may return goods that fail to meet the statutory quality standards, without penalty and at the supplier's risk and expense.

In these circumstances, the customer may choose a repair, replacement or refund as provided by law.

Incorrectly supplied goods and products that do not conform to agreed specifications will be addressed in accordance with applicable statutory and contractual rights.

11. Reporting Order Issues

We encourage customers to report visible damage, missing items or incorrect deliveries within 48 hours of receiving their order, where possible.

This allows us to investigate and resolve issues promptly.

The 48-hour reporting request does not limit or remove any statutory consumer rights.

12. Return Procedure

To request a return:

1. Contact our team through our official WhatsApp number or email address.
2. Provide your order number and reason for the return.
3. Include photographs where relevant.
4. Await return instructions.
5. Return the goods using the agreed delivery method.

For voluntary change-of-mind returns, customers must dispatch the goods within seven calendar days after receiving our return instructions, unless another period is agreed.

Where a return is required by law, the relevant statutory timeframe and cost allocation will apply instead.

13. Institutional and Bulk Orders

Institutional and bulk orders may be subject to separately agreed delivery, production and return arrangements.

These will be communicated in the relevant quotation, purchase agreement or order confirmation.

Institutional orders may require additional lead times depending on quantities, customisation and production capacity.

Any applicable statutory consumer rights remain unaffected.

14. Contact Information

15. Policy Updates

We may update this policy periodically to reflect operational or legal changes.

Any changes will not retrospectively remove existing contractual rights or statutory consumer protections.

Also read our Cancellation & Refund Policy.