New Zealand - FREE standard shipping on all orders over $100
Australia - Free shipping on all orders over $150. Under $150 $25 standard shipping
Rest of the world (excluding Saudi-Arabia / Russia) - Free shipping on orders over $150. Under $150, $50 NZD standard express worldwide shipping
Shipping & Delivery
We offer worldwide shipping for all of our knitwear as our standard shipping method. All orders (except pre-orders) are packed and dispatched within 2 working days - except weekends or public holidays. We 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 3-10 business days from dispatch date.
Rest of the world (excluding Saudi-Arabia / Russia) - Delivery within 5-10 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.
For all online customer service and product enquiries, please email email@example.com
Item availability & Pre-Orders
If a sold-out piece of knitwear is purchased, you will be notified by email as soon as possible and offered a suitable replacement, 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 knitwear purchase. If you are unhappy for any reason, we’ll gladly accept a return of an unworn item within 7 business days once purchase is received. Items should be in the original condition, unworn, unwashed or used in anyways and is returned in it's original packaging, including tags, for a full refund minus original shipping charges and duties paid.
Please send your returns to -
Elle + Riley Returns
183 Ponsonby Road
Ponsonby, Auckland, New Zealand 1011
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 7 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 -
Unfortunately we cannot 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 14 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.
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?
We suggest you use a delicate liquid detergent specifically for cashmere.
Our Elle + Riley cashmere wash has been made from all natural ingredients with a custom scent to clean and 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 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
Elle + Riley Cashmere