Terms & Conditions
At CRUZ BUENO LTD we are committed to protecting and respecting your privacy. We take reasonable care to make our Site secure. All credit/debit card transactions on this site are processed by PayPal and SumUp who provide a secure online payment gateway that encrypts your card details in a secure host environment. This notice describes what personal data we collect, how we will use that data and how we keep your data safe. If you have a question that is not answered here, or if you would like more information about how we collect, use and store your personal data, you can contact us at any time by filling the enquiry page.
Delivery & Shipping
We offer complimentary express shipping via Royal Mail National and International 1st Class Signed For services. These will be made available to you during checkout should they be available.
We ship to the UK (England, Scotland, Wales and Northern Ireland); Europe (see countries here); World Zone 1 (covers countries in North America, South America, Africa, the Middle East, the Far East and South East Asia) and World Zone 2 (see countries here).
Duties & Taxes within the UK and European countries are handled by CRUZ BUENO Ltd, however if your are situated outside of these locations, you will be required to pay duties and taxes on your products when they arrive in your country. If the product you are wishing to purchase is made using unique and rare materials, shipping can take between 2 and 8 weeks if outside of the EU but you will be notified of your order status.
We aim to dispatch all orders within 24 hours, or 48 hours during sale periods. Delivery times appearing on the site are estimates and are to be used as a guide only and commence from the date of dispatch. In any event, we will deliver the goods to you within 30 days of the day on which we accept your order. CRUZ BUENO Ltd is not responsible for any delays caused by destination customs clearance processes.
Ordering and Product availability
In order to make purchases on CRUZBUENO.COM will be required to provide us with your personal details. The details should be your real name, phone number, e-mail address and other requested information as indicated. Furthermore, you will be required to provide payment details that you represent and warrant are both valid and correct and you confirm that you are the person referred to in the Billing information provided.
Products may be ordered by clicking on the items you wish to purchase and then following the next steps shown on-screen. You may check and correct any input errors in your order up until the point at which you submit your order by checking out.
Orders can also be placed by telephone in English with our Client Services Sales team (or you can reach us via our Contact Us page). A member of our team will ask you to confirm that you wish to place an order and the details of the items you wish to purchase. After, you will be required to provide to us your personal details and other requested information as indicated, and this information should be real. Card details will be processed using a secured environment for your protection. Acceptance of your order and the formation of a contract of sale between us and you will not take place unless and until we have sent you a Dispatch Confirmation. Please note, that whilst we process your order we may record the conversation for training purposes, but whilst card details are being exchanged won't be recorded.
After placing an order, you will receive an email from us acknowledging that we have received your order and giving you an order reference number. Please note that this is an acknowledgement that we have received your order but does not mean that your order has been accepted. All orders are subject to acceptance by us. We are not obliged to accept your order and may, at our discretion, decline to accept any order without any liability to you, unless we are not permitted to do so under statutory law. You do, however, acknowledge that by clicking on the "Checkout Now" button, you enter into an obligation to pay for the Product(s).
Acceptance of your order and the formation of a contract of sale of the Products between us and you will not take place unless and until CRUZ BUENO LTD have sent you an email confirming that the Products have been dispatched. The contract between you and CRUZ BUENO LTD in relation to the products ordered will only be formed when we send you the Dispatch Confirmation. After entering into the Contract, we will be under a legal duty to supply you with goods that are in conformity with the Contract. All orders are subject to availability.
We may contact you if we cannot accept your order. We will contact you if any of the products that you order are out of stock to inform you that we may cancel the whole or part of your order, or alternatively offer a substitution. A substitution will only be made with your prior consent and if a replacement product has a higher price, you will be liable to pay for the difference in price. If we are unable to contact you, we may cancel the whole order or the relevant part of the order and process the remainder of the order at our discretion. We will contact you if there is a problem with your payment method / have been unable to obtain authorisation for payment, or if there has been a pricing or product description error on the website, or if we are unable to deliver the products due to local import restrictions or requirements at your delivery destination or if you don’t meet our eligibility to order criteria or are in breach of any of the T&Cs or other law.
The order will relate only to the Product(s) whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Product(s) which may have been part of your order until the dispatch of such Product(s) has been confirmed in a separate Dispatch Confirmation.
If you cancel an order (or part of an order) during the cooling off period, you must return the Product(s) within 14 days after the day on which you notify us of the cancellation and comply with the Returns Policy.
If you cancel an order Contract (delete or define) between us within the 14 day cooling-off period, we will process the refund due to you as soon as possible and, in any case within 14 days after the day on which we receive the Product(s) back or if earlier, the day on which we receive evidence that you have returned the Product(s) to our returns address given to you via the form and it complies with your terms.
We will refund the price of the Product(s) in full (subject to any deduction we are entitled to make due to your use of or damage to the Product(s)), including the cost of standard delivery.
However, we will not refund your cost of returning the Product(s) to us, and you are responsible for those costs. We should note that the refund will be issued to the original card used for payment. This can not be changed.
Where you have paid any duties or taxes directly to the relevant authorities on the importation of the Product you wish to return, CRUZ BUENO LTD shall have no liability in relation to any claim for a refund of such duties or taxes from the authorities or whether or not such a refund is possible.
Returns and Exchanges
You have 14 days from receiving your order to request an exchange of sizes or full refund. Please make sure you comply with our terms and conditions.
All returns should be requested before you send your items back to us to allow for easy identification and prompt processing. Unidentified returns will be returned to the sender. To start a return or exchange process please contact our team via the enquiry page be ready to provide us with your order details so we can make this as smooth as possible.
Items must be returned to us unused with all CRUZ BUENO tags and labels still attached. Products should be returned unworn (other than to try them on), unwashed, undamaged and unused with their original tags. Products should be returned including all the packaging elements that were present when the item was delivered, this includes but is not exhaustive to: authenticity cards, dust bags, garment bags, and/or any spare parts.
Returns that do not meet our policy will be sent back to you not eligible for any refunds or exchanges. If you fail to comply with the above obligations (including the conditions of return), we may deduct from the refund an amount to reflect the diminished value of the Product(s) up to the full price of the Product(s). Please note, that the removal of security tags will be taken as evidence of use of a product by you and the product cannot be returned in these circumstances.
You cannot cancel a order for the supply of any of the following order if any Products that have been personalised or made to your own bespoke specifications unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered.
Returns and refunds for customised or bespoke products
Due to the nature of personalised, bespoke and monogrammed Products, returns, changes or cancellations are at our discretion. In exercising this discretion, the degree and level of customisation and personalisation and also reserve the right to offer a store credit rather than a monetary refund. Store credit is valid for 3 months from the date of issue. This does not effect your statutory rights. Please note, that personalised and/or customised Products may have a long lead time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.
We want to provide our customers with an easy shopping experience and for that we created HomePlus Service which allows our UK-based clients (or the ones travelling to London) to shop with us and have all items personally delivered to their homes by one of our experts at your desired times. You will try the products and our expert will ensure that the size and fit are correct. If you need a different size or any alterations, our team will make sure we take care of your order as smoothly as possible. Alterations are available and subject to extra fees. This is subject to product stock availability.