Shipping
What is the delivery time of my package?
Delivery times may vary by location.
USA and Canada: 7 to 10 business days.
Europe: 7 to 10 business days.
Mexico and South America: 7 to 15 business days.
* All shipping times exclude customs checking time, customs distribution centers and local parcels.
* Delivery estimates provided by tracking pages other than Cruele are not valid for claims, valid delivery times are those provided in the shipping policy.
*All shipping times are subject to variations depending on the season of high demand by local and international transport companies.
You will receive a tracking number with your order, once the package is in your country, please contact the local courier company directly before contacting us. They have control over your purchase and delivery.
IMPORTANT:
For the particular cases in which it applies:
Cruele.com is not responsible for the payment of possible rates generated by customs or import institutions of the country of destination. It is the sole responsibility of the buyer to be aware of, as well as to pay, the duties, taxes or fees generated by the purchase made.
If the client does not pick up the retained package at: (customs, shipping company or any other body that has the power to make a retention), whether or not it entails payment of duties, it will be considered by Cruele.com as a delivered package and it will be given as completed the transaction since there is no guarantee that the merchandise will be returned to Cruele's warehouses.
The same is true when it comes to purchases where the customer has paid for a shipment with insurance, since the abandonment of the package would not represent a loss of the merchandise.
Therefore, we require all our customers to find out about rates, taxes or import duties in their country (before making the purchase) to avoid inconveniences of this type.
ARGENTINA customers enter here: Argentine Customs Information
Clients from COLOMBIA enter here and download your DIAN form using your guide number: Colombian Customs Information
URUGUAY customers enter here: Uruguay Customs Information
Where do you send my package from?
To facilitate the worldwide distribution of our products, all orders are processed and shipped directly from our warehouses in Europe or Zhejiang, China.
Who is responsible for my package?
At Cruele we promise to send your package as soon as you make your purchase, by doing so we take responsibility and guarantee that the package reaches customs in your country, once the package has been picked up by the postal service in your country, they are responsible for your package and you should contact them in case of failed deliveries and undelivered packages.
Local delivery time is excluded from our arrival time as we do not control this process. Please note that we send your package through a logistics company where they are the sender, so we cannot change addresses once the package has been shipped.
You can contact us at info@cruele.com if you have problems with the delivery of your package after having contacted the parcel company.
When will my package be dispatched?
At times of high demand, orders can take up to 3 days to be dispatched from our warehouse.
Can I insure my package?
We offer you the option of insuring your package in case of loss. Only if your purchase has been insured will we cover the amount of your order in case of loss during delivery.
What happens if my package has not arrived on time?
Due to possible delays with customs or problems with transport companies, if you have not received your purchase after 5 extra business days after the shipping time stipulated in this policy, as applicable to your country, please make a claim to info@c ruele .com to study your case carefully.
Europe: 15 business days.
North America: 15 business days.
Central and South America: 20 business days.
What to do if my package does not present updates in the tracking?
If you have not received your package within the maximum waiting time of 45 business days, you see your package with tracking error messages such as "Shipment Cancelled", or you see the same status for more than 10 days, contact us as soon as possible. to the email info@cruele.com . If we detect unusual traffic in your package, we will proceed to send a new product/package which will be delivered within the arrival period stipulated in our shipping policy (Only if your order includes insurance).
What happens if I entered a wrong address?
We want you to receive your purchase as soon as possible, please make sure you enter your address correctly on the payment screen.
If you notice that you have made a mistake in the address, contact us immediately before your package is dispatched .
Some logistics companies DO NOT deliver to PO BOXES
(PO Boxes).
Please enter a valid delivery address (home, workplace) to ensure your package is successfully delivered.
We are not responsible for failed delivery if buyer has provided wrong address or PO BOX as destination.
What happens if the courier could not deliver my package or I could not pick it up?
Because there are no guarantees by customs or local parcel entities for returns to sender, once the merchandise has entered the destination country, Cruele is not responsible for packages with failed delivery that have not been claimed from the postal company by the buyer as well as packages in customs that have not been claimed.
What to do if my package has been returned to origin?
If your package has been returned to origin, it has been because the postal parcel service of your country or customs could not deliver the package, or because you as a buyer have not picked it up at the post office or customs within the designated time.
Shipments returned to origin are not the responsibility of Cruele, therefore they do not qualify for money returns, however, please send us an email to info@cruele.com to evaluate your case and determine if we can resend your package once we have received it. received in our warehouse of origin.
Keep in mind that many packages in the "returned" status never reach the warehouse of origin, so there are no guarantees that your package can be resent.
When can I request a refund?
You can request a refund when your package has not reached the post office of your country during the maximum delivery period of 45 business days. If we have resent a new package, the arrival time will start again from the day the new package was received. it was sent. (see What to do if my package does not present updates in the trace?)
You can request a refund if your package has been returned to origin/lost/stolen only if you purchased insurance at the time of purchase.
What does the insurance of my package include?
If you have paid the insurance for your package, you can trust that we will refund the full amount of your purchase if your package is lost, stolen or not delivered within the maximum delivery period which you will find in this policy. (The insurance amount is not refundable)
The validity period of the insurance is 6 months, starting from the day of purchase until the day of the claim.
If you have any questions, we make our customer service available to you at info@cruele.com .