FAQ

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We use high-quality materials and eco-friendly materials as possible.

 

For measured sizing and international size conversion, you can view our size guide.

If you would like personalized assistance with selecting your size, speak to one of our team via Chat.

De La Cruz Collections is a brand offering made to order and exclusive drops in limited numbers.

If you notice a style is sold out, you can sign up for an email notification if the item is restocked again. To sign up for this notification, select the style and size, then click ‘NOTIFY ME WHEN IN STOCK’. Simply enter your email address and we will let you know if it becomes available.

Please note, due to the limited nature of our pieces, we cannot guarantee that the item will be restocked.

To keep your gorgeous new lingerie in their best condition, we recommend gentle hand washing in cold water only. This helps to preserve lace and trims.

• Wash bras after every other wear
• Do not use any harsh soaps or chemicals
• Avoid washing detergents that contain bleaching elements or ‘oxy-action’
• Do not rub or wring
• Do not iron or dry clean
• Line dry only, preferably in shade
• Store in their original shape or fold nicely, avoid sun exposure

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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

 

There are many factors that can cause a payment to decline. To help ensure this doesn’t happen when you retry, please try the following:

• Check the card details are correct; including the expiry, security code and billing address.
• If you are using a form of payment such as Apple Pay or Google Pay, ensure your details are up to date.
• Instead of selecting the billing address ‘same as shipping address’, please untick this option and try typing out the address.
• Your bank has likely declined the payment. You may wish to call them to find out why.

Please note: You will NOT be charged unless you receive an order number. There may be times when your bank withholds the amount of your declined payment. If you see any pending transactions in your or on your bank statement, please contact your bank to confirm when these funds will be released.

If you have received notification of an order cancelled, you may see a reason provided within the cancellation email.

If you do not see a reason provided, please be sure to check your Inbox, Junk & Spam folders in case we have tried to contact you about your order.

 

Yes. De La Cruz Collections gift vouchers make the perfect present for that special someone. 

Gift cards are delivered to your chosen recipient via email. Once purchased, the gift card is emailed to your recipient within a few hours (allow up to 24 hours for digital delivery).

To purchase a digital gift card, follow the link here and select the gift card amount. Make sure to enter the name and email you would like it sent to. You can also include a personal message. Once you have filled in the details, press ‘ADD TO BAG’ and complete the payment at checkout.

Once you have added the products to your cart, you can proceed to Checkout and easily paste the code to the “Gift card or discount code” field. Then, click the Apply button to redeem your discount.

If your promotion code does not work, please check the following:

Have you typed the code correctly? Ensure that the code is exactly as displayed, using uppercase, lowercase or numbers.

Has the promotion expired? Check the promotion code terms and conditions to ensure the code has not passed its expiration date.

Are the product(s) you selected valid? Check that the product(s) in your cart are valid for the terms and conditions of the promotional code.

If you are experiencing any other problems, please contact via email.

Once you’ve placed your order, we receive it immediately to minimize the manufacturing time. De La Cruz Collections will cancel the order free of charge if the customer requests the cancellation within 24 hours after they’ve placed the order. To cancel the order, please contact us at info@delacruzcollections.com. 

We can’t guarantee a successful free cancellation for orders that are placed on a weekend. If you succeed to cancel the order within 24 hours after its placement, you will not be charged. If the costs were already lifted from your credit card, we will fully refund the purchase price.

De La Cruz Collections doesn’t accept cancellations requested over a weekend or after the order was shipped. Then you will have to pay the full amount for the order.

 

Absolutely!

However, due to difficulties with shipping services we don’t deliver to some countries. 

*Shipping to UK* MNIMUM ORDER 160USD/135GBP (before shipping)
BUYER MUST PAY VAT & DUTY AT TIME OF IMPORT.
We regret that we can no longer accept UK orders less than 160USD due to onerous UK tax collection & reporting requirements.

*We no longer ship to GERMANY* Due to the new German Packaging Act (VerpackG) we are sadly to say that we can no longer offer any sales to Germany.

Free shipping on all domestic (Canadian) orders over $300.

This depends on where you are located, as well as the date and time of your order. De La Cruz Collections offers made to order lingerie, we handcraft and carefully check every item we create to make sure the quality is perfect. Usually, we can complete an order within around 10 business days. But sometimes it may take a little longer if the item consists of many details. Add this time to the total delivery time to calculate when you will receive your item.

You will also receive a link to track the shipment in your delivery confirmation mail.

 

Once your order has shipped, you will receive an email notification with a tracking number. Be sure to keep an eye on your tracking number. If you wish to view the status and tracking of multiple orders, you can do this from your account login.

Please note: When an item is travelling overseas or across state borders, it may take a few days to update on your tracking.

If your expected delivery date has passed, please allow 1-3 business days for tracking updates to occur.

If your order is more than 3 days overdue, please contact the parcel carrier or Us via email, will be happy to investigate for you.

SHIPPING TO CANADA (Domestic)

Shipping within the Canada is free of sales tax. There are no other taxes or import duties applied to the packages that are shipped within the Canada. 

INTERNATIONAL SHIPPING

The customer is fully responsible for any taxes and duties they might need to pay. Should any local taxes or duties apply to the parcel, the customer will need to pay them to release the package from customs. Once the order is shipped, all duties and taxes become non-refundable. And if the customer returns any items, De La Cruz Collections does not refund any associated taxes and duties.

We always do our best to ensure your goodies are packed and prepared carefully however we understand that damage may occur in transit, or otherwise. If you have an item which appears to be broken or faulty, we would love to help make things right.

Please reach out to our Customer Service Team via email or chat and be sure to include photos of the item(s). This will help us determine the probable cause and work on a speedy solution for you. 

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

 

Follow the steps to return on our Returns & Exchanges page here 

As per health and hygiene regulations, underwear MUST be tried over the top of your own.

To return or exchange any underwear, it must be returned in original condition; unworn, unwashed, and free from marks or stains. We recommend checking over the garment thoroughly and confirming with our Returns & Exchanges Policy.

Once your returned item is received and inspected, you will be notified via email. You will also be informed about the approval or rejection of your refund request. 

Please note, if the returned item is:

-used

-not in resalable condition

-not in the original packaging with all the tags and labels intact

If approved, the refund request will be processed within 5 - 7 working days after approval. If you haven’t received a refund yet, please contact us at info@delacruzcollections.com 

 

We are only able to offer size exchanges. If you wish to purchase an alternative style, then please return your purchase for a refund and place a new order on our website. Alternatively, please contact us via chat or email info@delacruzcollections.com

 

Keep the details of your tracking number so you can see when it arrives back to us. Once it has arrived, your return will be processed within 7-10 business days, provided that the items meet the conditions of the Returns & Exchanges Policy.

After your exchange/refund has been processed, you will receive an email as confirmation.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.