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Ordering Online

  • How do I order online?

    To order from the crossroads website, just click on the item you want to buy, select the size and colour you’re after, and click “Add to My Bag". You can continue adding items to your bag and when done, click on “My Bag" in the top right hand corner to check out. You will need your credit card (Visa, Mastercard or Amex) details or a Paypal account to finalise your order, as well as your delivery address.

  • Can I change or cancel my order?

    Yes, you can change your order whilst you are still browsing by simply removing it and/or updating it from “My Bag". Once your order has been confirmed, however, you won’t be able to cancel or change it. If this happens, the order will be sent to you and once received, you’ll be able to return it. Please have a read of our Returns Policy if you’d like more information on this.

  • What if an item is no longer available for purchase online?

    Because our popular items sell out quickly, if you see something you love, we would suggest you order it without delay! However, if the item you are after is out of stock, please visit or contact your local store to see if the item is still available, or you can contact us.
    Find your nearest crossroads store.

Payments

  • How can I pay for my order?

    We accept VISA, MasterCard, AMEX, PayPal and Gift Cards. Your card will be debited at the time of despatch, and the transaction will appear on your statement as crossroads.

  • What currency am I charged in?

    You are charged in AUD when shopping on the Australian Site and NZD when on the New Zealand Site.
    For goods to be shipped internationally, prices do not include relevant overseas custom duties and/or other taxes that you may incur. However an approximation of shipping costs are given at the time of check-out by selecting your country flag in the shipping destination field.
    All purchases are charged in Australian dollars. New Zealand Dollars are presented as an approximation only and are taken from the popular currency conversion website xe.com. Please check with your local customs office for further information regarding any importation requirements or considerations.

     

Promo & Voucher Codes

  • How do I redeem a promo or voucher code online?

    1. Add items to your bag
    2. At the checkout click on "Have a Voucher?"
    3. Enter your rewards or promo code
    4. Hit Apply.

    Your code should now be applied to your cart. If not:
    1. Double check you’ve entered it correctly
    2. Make sure you’ve met the minimum spend requirements
    3. Check the expiry date to ensure it’s still valid
    If all else fails, please contact our Customer Care team.

Security

  • How secure is my personal information and credit card?

    Your security while shopping online with crossroads is extremely important to us, and we have taken all reasonable measures to ensure that your credit card and personal details are kept safe at all times. All pages that require you to enter your personal information or payment details on our site are secure, using 128 bit SSL encryption. To ensure that the page you are viewing is secure, look for a padlock icon in your browser. This verifies the authenticity and validity of our website security.

Wishlist

  • How do I add an item to my wishlist?

    You need to be logged in to add an item to your wishlist. Simply select the item you’re interested in, and click “Add to Wishlist". You can go back and view your Wishlist by clicking on the tab on the My Account Link at top right of the screen. From here, the items can easily be added to your bag to checkout. Your wishlist will be saved until they are sold out.

Sizing

Deliveries

  • How much does delivery cost?

    crossroads charge a flat rate of AUD$10.00 for any purchase to be shipped within Australia or New Zealand.

  • Which courier company do you use?

    For delivery within Australia we use Toll.
    For delivery within New Zealand we use SEKO.

    Please note, for PO Box Addresses or delivery to remote areas as determined by Toll, your order may be sent with Australia Post via their eParcel service. This service is slower than our normal delivery service and will be received in 7-10 business days of the dispatch date. Track your order by entering your Consignment number via http://track.omniparcel.com

     

  • I can’t find the option to Click & Collect?

    You need to be logged in to order an item via Click & Collect.

  • How long will it take for my order to arrive?

    Australian orders should be delivered within 7 business days.
    New Zealand orders should be delivered within 10 business days.
    On rare occasions the customs agency may choose to delay individual shipments as a random security measure.
    If your order has not arrived within the above time frames, have a read of our Delivery Policy or contact our Customer Care team. Please make sure you indicate any special delivery instructions in the space provided on the delivery page at checkout.

  • If there is a problem with my order, who do I contact?

    If there is a problem with your order, please contact our Customer Care team.

Returns and Exchanges

  • What is your policy on returns and exchanges?

    Please refer to our Returns Policy for further information.

International Shipping

  • What countries do you deliver to?

    At this stage we deliver to Australia and New Zealand.

Afterpay

  • ABOUT AFTERPAY

    What is Afterpay?
    Afterpay is a new payment option available for online orders only. Afterpay allows customers residing in Australia to have their online orders shipped to them as per normal and pay this order off over four equal instalments, interest free. Think of Afterpay like a modern-day layby, instead of having to wait for items customers get to have the product straight away for a quarter of the price! (Or zero upfront if an existing customer).

     

    Who can use Afterpay?
    Afterpay is available as a payment option if you:
    - Live in Australia,
    - Are at least 18 years old,
    - Use an Australian credit or debit card to make the purchase.

     

    What will Afterpay cost me?
    You will not pay anything extra when you choose to use Afterpay as your payment option, as there is no interest added. You will pay your instalments directly to Afterpay in accordance with the payment schedule Afterpay will send to you via email. If a payment is due but not received by Afterpay in accordance with their payment schedule, a $10 late payment fee will be charged, with a further $7 late payment fee added seven days later if the payment remains unpaid. In addition, because an Afterpay account is linked to your credit or debit card, standard card fees and charges may be applicable. You should refer to your card issuer’s terms and conditions for full details of these.

     

    What products can be paid for using Afterpay as the payment method?
    Afterpay is available for all merchandise online excluding Gift (and eGift) Cards, orders under $20 or over $1,000.

     

    Is there a minimum spend for Afterpay?
    Yes, your order will need to be over $20.

     

    Is there a maximum spend for Afterpay?
    Yes, the maximum order value (including delivery) for Afterpay is AUD$1,000.

     

    How are the Afterpay instalments on each product page calculated?
    The Afterpay instalments quoted on a product web page represent ¼ (25%) of that product’s current price excluding any delivery charges that may be applicable.

     

    Delivery costs will however be included in the quoted instalment rate payable when you have selected your preferred delivery method at checkout, and have selected Afterpay as your preferred payment option. This rate will also be consistent with that quoted in the order confirmation email you’ll receive direct from Afterpay detailing your fortnightly payment schedule.

     

    Where can I find out more about Afterpay?
    The Afterpay website provides a very comprehensive list of FAQs at: www.afterpay.com.au/faqs. It you still can’t find out what you need here, contact Afterpay directly by emailing info@afterpay.com.au or calling 1300 100 279.

  • USING AFTERPAY

    Do I need to register with Afterpay prior to making my first Afterpay purchase with crossroads?
    No – you simply need to choose Afterpay as your payment method at checkout.

     

    Will I need to fill out a credit application form to use Afterpay?
    No because Afterpay is not a credit service provider. Your Afterpay account will be linked to your nominated credit or debit card that has already have been approved via your chosen credit/banking provider.

     

    How do I select to pay using Afterpay?
    To pay using Afterpay, follow these simple steps:

     

    1. Browse online, find items you would like to purchase and click the 'Add to cart’ button.
    2. Once you’ve finished choosing your items, click the ‘Proceed to checkout’ button.
    3. Fill out your delivery details.
    4. Select your preferred delivery option from the options available for your parcel delivery.
    5. Apply any discount codes.
    6. Select Afterpay as your payment option and follow all relevant prompts to complete your order.

     

    For customers using Afterpay for the first time, you will need to provide payment details as usual to complete your purchase. However, once your first Afterpay order is approved by Afterpay and you activate your account by choosing a password, your Afterpay account will be created and you will be able to make more purchases using Afterpay by simply entering your Afterpay log in details and CVC upon checkout.

     

    How long does it take for payment via Afterpay to be approved?
    Assuming you meet all of the necessary criteria (noted below) and you don’t already have too many outstanding Afterpay orders, the approval process is instant.

     

    Will I always be approved by Afterpay?
    No, approval is at Afterpay’s discretion. You may be declined if you have too many outstanding orders with Afterpay. You will need to make some payments towards some of your previous Afterpay purchases (by logging into your Afterpay account and selecting “Pay Now”) before trying to make another purchase using Afterpay. If you do not believe this to be the reason for being declined, or you make payments to Afterpay and are still declined, you will need to contact Afterpay directly by sending an email to info@afterpay.com.au or by calling 1300 100 279.

     

    Why could I be declined by Afterpay?
    Afterpay manages your application to use their service and crossroads has nothing to do with the acceptance/decline process. You may be declined if you have too many outstanding orders with Afterpay. You will need to make some payments towards some of your previous Afterpay purchases (by logging into your Afterpay account and selecting “Pay Now”) before trying to make another purchase using Afterpay. If you do not believe this to be the reason for being declined, or you make payments to Afterpay and are still declined, you will need to contact Afterpay directly by sending an email to info@afterpay.com.au or by calling 1300 100 279.

     

    When will my order paid for using Afterpay be sent to me?
    Your order paid for using Afterpay will be released for processing and dispatch as per any other order paid for in full at the time of order (eg. by credit card) and you can expect to receive your parcel according to current delivery option timeframes. Afterpay is a payment method only, so there will be no change to other processes (including delivery timings etc).

     

    Can I split an order to pay some by Afterpay and the rest by some other means? (eg. credit card)
    No, you cannot split payments options for one order. You would need to place two separate orders – one to be paid for via Afterpay, and the other to be paid for by whatever other payment option you wish to use (e.g credit card or Paypal).

     

    Who should I contact if I have any questions about my Afterpay account?
    You can first review Afterpay’s own “frequently asked questions” on their website at www.afterpay.com.au/faqs for support. If you require further assistance about your Afterpay account you can contact Afterpay directly by sending an email to info@afterpay.com.au or by calling 1300 100 729.

     

    NOTE: For all Afterpay account administration needs (eg. changing passwords, making an early payment, payment issues, queries or concerns etc) and queries regarding Afterpay’s data security and privacy policy, you should review Afterpay’s own “frequently asked questions” on their website at www.afterpay.com.au/faqs for support.

  • PAYMENTS

     

    When will my four Afterpay instalments need to be paid?
    If you are a first time Afterpay customer, or have yet to complete a full payment cycle with Afterpay, your first payment will be taken at the time of your order transaction with the remaining three payments deducted by Afterpay from your nominated credit or debit card each fortnight over the following 6 weeks. The funds for the first payment must therefore be available on your nominated card at the time of checkout.

     

    Once you have completed your first full payment cycle with Afterpay, the initial payment for any future purchases you pay for using Afterpay will be debited 14 days after the transaction, where the total transaction value is less than $500. If the purchase value is equal to or exceeds $500, the first instalment must be paid at the time of the transaction occurring.

     

    The payment relationship is between you and Afterpay, and at any time you can log into your Afterpay account to see your payment schedule and make a payment before the due date if you wish. Otherwise Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.

     

    How will Afterpay transactions (instalments or refunds) show on my debit or credit card statement?
    The transaction will appear as AFTERPAY PTY LTD MELBOURNE AUS.
     

  • AFTERPAY COMMUNICATIONS

    What information or communications will I receive direct from Afterpay?
    Similar to crossroads’s transactional emails for orders, Afterpay will also send emails to you automatically once you have successfully created your Afterpay account.

     

    How will I know when I need to pay my further three instalments?
    Upon placing an order with crossroads using Afterpay as your payment method, you will be sent an email from Afterpay showing your payment schedule. You will also be notified prior to each payment being due.

     

    How will I know which products can be purchased using Afterpay?
    On product pages on crossroads website, you will see the Afterpay logo and instalment amount detailed under the purchase price. If this is not displayed, it means the product is not available for Afterpay.
     

  • RETURNS, EXCHANGES & REFUNDS

    Can I return items paid for using Afterpay?
    Yes. If a product is not right, you can return any item you are unhappy with back to crossroads in accordance with our standard Online Returns policy. For all Afterpay orders, you can only return your orders through our online store, see here for more information.

     

    Refunds will be processed and communicated to the customer via Afterpay shortly after crossroads processes the returned item/s. The returned item/s will create an adjusted Afterpay payment schedule or a complete refund of payments to date (depending if all of the original order’s items are returned).

     

    Click here for full Afterpay T&Cs.