SHIPPING & RETURNS

Shipping

Free standard shipping on all Canadian orders over $150

As all items are carefully handmade to order they will take a little time to arrive. Orders are generally sewn and shipped between 1-2 weeks after an order is placed, but this wait can sometimes be longer depending on how many are ahead of you in the queue. 

Shipping Rates (All prices in Canadian Dollars)

International Shipping

We offer international shipping under certain condition, please read the rules in your country.

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.

Return and exchange

The item must be clean and not used. We cannot accept an item if it's marked by lipstick, deodorant, skincare, or make-up; or if it smells of perfume, tobacco or body odour.

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

Items on sale are not subject for return.

Gift Card sales are FINAL and cannot be refunded for monetary value

We are always happy to help with sizing advice so just email us info@delacruzcollections.com with any inquiries.

In the rare event of a garment arriving to you in faulty condition please contact info@delacruzcollections.com within 2 weeks of receiving the item.  

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Lost or Missing Parcels

De La Cruz Collections is not responsible for parcels that go missing in the post, and will not replace items that go missing as this is the responsibility of the postal service. 

If an incorrect delivery address is provided at checkout De La Cruz Collection is not responsible for locating the parcel. We will not replace items sent to the wrong address if it was entered incorrectly at checkout.

Exceptions / non-returnable items 

The following items cannot be returned:

  • Gift cards

  • Discounted items (if applicable)

  • Any items found to be marked by lipstick, deodorant or makeup

  • Items returned to us which smell of perfume, tobacco or body odor

  • Custom made items nor haute couture items

  • Any item not in its original condition is damaged or missing parts for reasons not due to our error

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.