Customer Service

GENERAL INFORMATION

 Where do we sell online?

You can currently shop in:

  • Belgium
  • France
  • Germany
  • Italy
  • The Netherlands
  • Portugal
  • Spain
  • United Kingdom

How many languages is it possible to browse in?

The Cross Colours browsing language is English.

Are out-of-stock items restocked?

If an item is out of stock, we will try to restock it as soon as possible.

Is it possible to receive periodic information via email about Cross Colours' latest new products and offers?

Yes. By simply clicking on Newsletter you will receive information on Cross Colours' latest products, collaborations, lookbook and events.

How do I recover my forgotten password?

If you've forgotten your password, you can recover it in the Log-in section. Enter your e-mail address and we'll send you an e-mail telling you what you need to do.

How can I be sure that I've made my purchase correctly?

Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.

What should I do if I receive an incorrect item?

If you were to accidentally receive an item that you did not order, please contact our customer service.


PAYMENT

How do I pay for my order?

We would like to give you sufficient payment options, so you can use the following payment methods:

  • iDeal. You pay in your own familiar banking environment. 
  • Creditcard (Visa and Mastercard). You can safely enter your credit card information via our secure SSL procedure and together with your credit card company we will ensure a proper handling of the transaction. Whe using a credit card, the card must be issued in a country which is on our list of delivery.
  • PayPal. You pay in your own familiar PayPal environment. 
  • Klarna. Buy now, pay later with Klarna.

Is it safe to pay online?

Safer than ever! We make use of one of the most secure payment systems on the market in cooperation with PAY.nl. All your confidential information, such as your name, address and credit card details is encrypted by means of secure sockets layer (ssl). Besides this, payments via PayPal and iDeal take place in your own familiar banking environment.

How do I get discount codes?

These will be distributed through special promotions. It could be that you receive this ‘personalised’ discount code in your mailbox. Each code is linked to its own general terms and conditions (such as: who can use it, where and how long it is valid).

How do I use a discount code?

You can enter the code of your discount coupon in your check out (make sure you copy this correctly) after you have added an item, press ‘apply code’ and then the discount will be processed. It is only possible to use 1 discount code at a time. You may save the other code for a future order.

I forgot to use a discount code.

Unfortunately, after you have placed the order and completed the process it is not possible to apply the code. You may use the code for a future purchase. 

DELIVERY

Where can I receive my order?

It can be sent to an address selected by you (home, work, etc.)

Can the delivery country/region be different from the purchase country/region?

No. The delivery country/region must always be the same country/region in which the purchase was made.

How much are the shipping costs and how long will my order take to arrive?

All orders in The Netherlands and Belgium are delivered by PostNL. Free delivery is offered on orders of €100 or more. Orders less than €100 will be subject to the following delivery costs.

Belgium 2-3 (working) days - €10

France 3-5 (working) days - €10

Germany 2-3 (working) days - €10

Italy 3-5 (working) days - €10

Portugal 3-5 (working) days - €10

Spain 3-5 (working) days - €10

The Netherlands: 1-2 workings days - €5

United Kingdom 2-5 (working) days - €10

When will my order be shipped?

All products on Cross Colours are supplied from stock (except for pre-orders). We seek to ensure orders placed with us on weekdays before 15:00 (GMT+1) are shipped on the same day, provided we have received the relevant payment and correct information. Orders placed after 15:00 (GMT+1) will be processed the next working day. Despite these efforts, a delivery may be delayed by one day during busy periods, such as our sale season or around Christmas.

RETURNS

How do I return an item?

If you wish to return an item for any reason, you have to inform us about your wish of cancellation within the cooling off period of 30 days after receiving your order.

You may return the items free of charge within 30 days after receiving your order and with the shipping label inside the parcel. Cross Colours guarantees that you will receive your money for all returned items, provided the items are returned in the original condition and within the given time frame of 30 days. If the product is not in original condition, you should compensate for lost value.

Refund or exchange
If chosen for a refund, the purchase price will be refunded within 30 days after having received your return. You will receive an email with a credit note as soon as the transfer has been made. The amount will be refunded via the same payment method as you used when placing the order.

Unfortunately, it is not possible to exchange an item for a different style. If you wish to receive a different item, you can choose for a refund after which the amount will be transferred as soon as possible. You may place a new order any time you wish

Mar-XS / Cross Colours
Postbus 69100
1060 CD Amsterdam
The Netherlands

If chosen for a refund, the purchase price will be refunded within 30 working days after having received your return. You will receive an email with a credit note as soon as the transfer has been made. The amount will be refunded via the same payment method as you used when placing the order.

Complaint

Should you not be satisfied with any Cross Colours products or services , do not hesitate to contact Cross Colours. If you have a complaint about a new product that has been delivered or about our service, please contact Cross Colours within 3 working days after the defect has been discovered, or when you would have had reasonable knowledge thereof.

Do you have a complaint about an item that you have had for quite some time? Cross Colours only processes a complaint when it relates to a complaint about an article that has been purchased through the Cross Colours website no later than six months before the date of the customer contact .

A complaint about items purchased on the website will be answered by Cross Colours within 14 days after the receipt thereof. If a complaint requires a foreseeable longer processing time, Cross Colours will reply within a period of 30 days with an acknowledgement of receipt message and an indication of when you may expect a detailed reply.