Frequently Asked Questions
COVID-19 Information
We are all navigating a complex and rapidly changing with COVID-19. At Crane Brothers, we are committed to adhering to all safety guidelines, and ensuring the wellbeing of our customers and our staff.
During Alert Levels 3 and above, our stores will close however we will still offer contactless order collection. Our online store will operate and ship as usual, however there may be some unforeseeable delays depending on the situation.
What’s the difference between a made-to-measure garment and a regular garment?
Unlike a regular or ready-to-wear item, made-to-measure garments and footwear are created expressly for you, constructed from scratch using your measurements and chosen materials.
How long will my made-to-measure order take to make?
Your garment will typically be ready for a first proper fitting roughly twenty working days after the date of order. Whilst final adjustments can vary in complexity, they usually are completed within five to ten working days.
Do you offer an alteration service?
Yes, we offer a full alteration service, with all work taking place at our Auckland workroom. Garments can be dropped to either of our stores - if bringing them in is going to be difficult, get in touch and we'll see how we can help.
We offer drycleaning as part of our service.
Can you alter clothing that isn't from Crane Brothers?
Yes, we are happy to look at altering non-Crane Brothers items. Speak to us and we'll see how we can help.
My old suit doesn't fit any more, can you help?
Yes, although there are some limits, in most cases we can help. Bring your garments in to one of our stores and we will remeasure you, see what is possible and have your items altered.
Do you offer shoe care?
Yes, we offer comprehensive shoe care in partnership with Gemmell's, including reconditioning, resoling, laces and shoe polishing.
How long will my online order take to ship?
Most New Zealand orders ship within two to three days, though this can take longer in some rural areas.
We offer a same day delivery service within the Auckland CBD.
How do I track my order?
You will receive a tracking number once your order has been shipped. If you would like to check in on the status of your order, please contact us here.
What is your returns policy?
Any ready-to-wear item can be exchanged or returned within 21 days of purchase. To qualify, the item must be unworn, unaltered and unwashed, with all original tags and packaging.
Can I exchange or return my made-to-measure garment?
As made-to-measure garments are created expressly for each individual, we are unable to offer returns or exchanges, excepting situations where the item is found to be faulty.
Can I return an online purchase to one of your stores?
Yes, we can process exchanges and returns at our Auckland and Christchurch stores.
Will GST be deducted from my order?
For all orders placed via the website with a delivery address outside New Zealand, GST will be deducted from the final total, however, please note that you may be subject to your country's import taxes and duties.
Can you reduce the cost of my package by marking it as a gift for duty purposes?
Unfortunately, we are legally unable to do so.
I can't access my account online, what should I do?
Please contact us directly at info@crane-brothers.com