Customer care

Shipping Costs 

New Zealand - FREE standard shipping on orders over $300. 

$10 standard shipping on orders under $300

Australia - FREE standard shipping on orders over $400

$25 standard shipping on orders under $400

Rest of the world (excluding Saudi-Arabia / Russia) - $40 NZD standard express worldwide shipping 

Shipping & Delivery   

We offer worldwide express shipping as our standard shipping method. All orders will be sent via FedEx or DHL express. All orders (except pre-orders) are packed and dispatched within 2 working days - except weekends or public holidaysWe will email you a tracking number within one business day after your order is sent. Watch out for this email so you can track the progress of your order from our doorstep to yours! All packages must be signed for upon delivery so please ensure that you provide your daytime delivery address and contact number. Please note that we are unable to re-direct orders once they have been dispatched.

Australia & New Zealand - Delivery within 2-4 business days from dispatch date.

USA & Canada - Delivery within 3-5 business days from dispatch date.

Rest of the world (excluding Saudi-Arabia / Russia) - Delivery within 5-7 business days from dispatch date.

Unfortunately we cannot guarantee that you will receive your package within the time frame expected. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Moreover, we do not hold responsibility for damaged, lost or stolen packages.

Please note -

As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these maybe necessary to release your order from customs on arrival. Elle + Riley will not be held liable for any fees or taxes you may incur or if your product is seized by customs. We advise that you are familiar with your package destination’s import duty, customs and local sales taxes as well as it’s rules and regulations for importing foreign goods and products. 

Ordering information 

For all online customer service and product enquiries, please email info@elleandriley.com 

Item availability & Pre-Orders 

If a sold-out item is purchased, you will be notified by email as soon as possible and offered a suitable replacement, a credit note or a full refund.

How do 'pre-orders' work?

Only selected products will be available for Pre-Order. The expected delivery period will be noted in the description of the product on our online store. Here are our Pre-Order terms -

  • At the time you place your order, you will be required to pay the full price to secure your pre-order
  • You should expect a delayed period between the purchase of the product & the actual delivery of the product. Delivery dates are subject to change & our customer care team will be in touch should there be any unexpected delays with your order
  • Standard return policies apply to all pre-orders

 Returns & Refund Policy

We want you to be completely satisfied with your online purchase. If you are unhappy for any reason, we’ll gladly accept a return of an unworn item within 14 business days once purchase is received. Items should be in the original condition, unworn, unwashed or used in anyways and is return in it's original condition, including tags, for a full refund minus original shipping charges and duties paid. 

Please send your returns to -

Elle + Riley Returns 

77 Ponsonby Road 

Ponsonby, Auckland, New Zealand 1010

Customers will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us safely we will not be able to complete the refund, so it is recommended to use a tracked method for safe delivery.

We will credit your original method of payment minus original shipping charges and duties paid. Once your Return arrives within at the return address please allow 14 business days for your refund to be processed. You will be notified by email once finalised.

Sale Items -

Sale items are FINAL SALE, and will not be accepted for return, exchange or credit note.

Exchange Policy -

We DO NOT offer exchanges, but of course you are welcome to return a full priced item for a refund and re-purchase your preferred item/size once we’ve refunded you.

Faulty Items - 

Every product we send out is initially quality controlled, however if you have received a product with a manufacturing fault we will happily replace it or refund the cost as long as it has been returned within 30 days of purchase. Please note that wear and tear in the course of normal use is not considered a manufacturing fault. 

If you have received a faulty item please email us at  to arrange a Prepaid Return Postage Label. We will replace if stock is available or refund you upon return.

 

FAQ’s

 

How can I remove creases from a cashmere sweater?

If unsightly creases persist, just give a simple blow of steam with the iron, at a distance of 5cm from the garment or, if necessary, iron the inside out sweater protected by a cotton cloth at minimum temperature.

 Which detergent and/or fabric softener is used for washing?

The pure cashmere thread contains lanolin, a fatty substance that permeates and protects and waterproofs the thread.  Because of this your cashmere garment becomes increasingly soft, wash after wash.  We suggest you use a delicate liquid detergent specifically for cashmere. 

Our Elle + Riley cashmere shampoo has been made from all natural ingredients with a custom scent to clean preserve your cashmere and our deodorising spray freshens between washes.

Does a cashmere garment stretch or shrink after washing?

A pure cashmere sweater made of fine thread will remain the same for years if it is carefully cared for and maintained properly by following the instructions provided. 

Why should I spend so much for a cashmere sweater when I can get one in wool?

Cashmere is ten times lighter and warmer than sheep’s wool, because within its fibre is an air chamber that acts as an extremely hot thermal insulator to protect the goats from the rigid Mongolian Highland temperatures. The cashmere fibre has a high degree of moisture absorption, and as a result the insulating properties vary with the rate of relative humidity, both of the body and of the external environment. This allows the body to breathe perfectly maintaining a constant temperature.

How can you recognise high quality cashmere from low quality?

The quality of a fine thread sweater is related to the title, to the purity of the thread, the section of the fibre (between 14 and 18 microns) and the length of the fibre. In essence, the longer and thinner the raw material (fibre), the more fine and valuable will be the thread that it is obtained. The thread used should always be a two ply (i.e. two twisted threads) undercoat (duvet)

Travelling with Cashmere

We  know how difficult and challenging it is to pack light and still look super stylish, without lugging heavy bags.

Travelling often involves lots of transit stops so we recommend always having the following with you:

 

We love following your cashmere love! Please share your stories and photos: www.elleandriley.com

Elle + Riley

Cashmere designed in New Zealand