FAQs

HOW LONG DO I HAVE TO RETURN AN ITEM?  :  We accept returns and exchange requests made within seven (7) days from when the order has been received by you. GIFT VOUCHER / CERTIFICATES are non-refundable once purchased. For more information review our Return policy. For more information about return policy and procedure, read our return / exchange policy.

HOW MUCH DOES IT COST FOR SHIPPING?   :  All orders are subject to a delivery charge of AUD 8.95 for standard post and AUD 14.95 for express post, regardless of the size and weight of your package. Crossweave offers FREE standard delivery on orders over AUD 75.00

***** For New Zealand customers, system will calculate dollar conversion and display postage price before checkout. We offer FREE express delivery on order over NZD 75.00 

UNABLE TO RECEIVE ORDER CONFIRMATION EMAILS  :   Order confirmation notification may be in your email ‘s Spam/JUNK folder. Please add customer.care@crossweave.com.au in your email address book just to avoid any inconvenience. 

I LIVE IN NEW ZEALAND CAN I SHOP  :   Yes, customer can easily shop with Crosseave from New Zealand. Simply change currency to NZD and all prices automatically change in NZD. We can ship your parcel on your New Zealand address using express post service with parcel tracking.   

HOW DO I TRACK MY ORDER?   :   We use Australia Post as our primary postage service. You will receive an email with a tracking number. Please check your Spam/Junk folder for your tracking email from Australia Post as many customers have found that it is treated as spam. If you are still unable to locate your order, feel free to contact us on customer.care@crossweave.com.au. To track your order, please go to http://auspost.com.au/track or the website of your national postal service.

*** Please note that any spaces before or after your tracking number will make it appear invalid. Australia Post will only update the tracking status as it leaves here and then again when it reached your nearest post office (generally the day it is delivered to you), therefore if the only entry says Melbourne, that means it has left here and is in transit between here and you.

HOW TO USE A COUPON AND GIFT VOUCHER

Please follow the steps below:

1- Make sure you are logged in Crossweave online store and final your garments selection.

2- When ready for final order, click on shopping cart (On top right) and then select  VIEW CART.

3- Make selection of Coupon or Gift Voucher option.

4- Enter correct Coupon / Voucher code and click on Apply button.

5- If code is valid, discount will be applied on total order value. You can reconfirm applied coupon by clicking on "Cart" optoin top right side. Click on “CHECKOUT” button to proceed and follow the instructions.

**** Customers who will use free shipping coupon, ignore “DELIVERY METHOD” charges during checkout (Make sure it is selected to Standard post) and proceed to next step. Before “Order Confirmation” option it will apply free shipment coupon value automatically. If you have any question, feel free to contact us.

CAN I USE MORE THAN ONE COUPON / GIFT VOUCHER ON MY ORDER? :  Discount or promotional coupons/gift vouchers can't be used in conjunction with any other offer or promotion and only one discount can be used per order. It can't be used after an order has been placed.

ARE THE COLOURS OF THE GARMENTS PHOTO ACCURATE?  :  Here at Crossweave, we like to keep things clear and simple for our customers. We aim to generate images with a clear likeness to the actual garments, so there's no surprises when you open your delivery at home. Our colour palette online is very close to the colour palette of the garments, however some colours may vary slightly from those displayed by your monitor screen, or on varying Internet browsers.

HOW DO I KNOW WHAT SIZE I AM?  :   Please refer to our Size Guide on each individual product page, which is specific to the garment you are viewing. We strongly suggest you must review “Size Guide” prior to place an order. If you need more help our friendly team are happy to answer all questions on sizing and fit, simply email customer.care@crossweave.com.au

CAN I AMEND or CANCEL MY ORDER?  :  Our system is super efficient at processing orders to make sure that you receive it as soon as possible. Once an order has been placed, we’re unable to amend or cancel it. It is simple to return any unwanted items back to us, for more read our Return / Exchange Policy.

IS IT SAFE TO ORDER WITH CROSSWEAVE ONLINE STORE?  :   Protect your personal identity and order information is our top priority at Crossweave. Our Online store uses different secure transaction platforms. We use the latest Secure Socket Layer (SSL) technology from Rapid SSL (http://www.rapidssl.com).

SSL is an industry standard, which is used by all the major online stores around the world. It operates by encrypting the details which you enter on our website, preventing the information being intercepted by an unauthorised party.

Additionally, for online Credit Card Transactions we use the EWAY (www.eway.com.au) payment gateway, a fully automated and encrypted system where all data is transmitted directly between your machine and the bank. We also use PAYPAL, a well-known online payment method on WWW. We continually monitor our certificates and security measurements to ensure your information is safe and secure at all time. We do not store any payment details in our database. Based on above security measurements, you can always shop at Crossweave store with full confidence.

I LIVE OUTSIDE AUSTRALIA, WILL I BE CHARGED CUSTOMS AND IMPORT DUTIES?  :   Crossweave has no control on import duties and customs fees applied to your parcel being shipped to outside Australia. All applicable charges must be paid by the customer and we cannot be held responsible for these charges. Crossweave can’t advise you what the cost will be as customs policies and charges can vary from country to country. It’s a good idea to contact your local customs office prior to place an order just to avoid any inconvenience which may occur.  By law, all items must be declared at their full price and we cannot alter the amount to decrease any custom fees.

If you wish to refuse your delivery, you will still be held responsible for the original customs fees or import duties and the cost of returning the package to us. The amount will be deducted from your refund. If the fees exceed the amount of your order including shipping costs, the parcel will be destroyed and you will not be refunded. For further details, please email us.

I HAVE TWO ADDRESSES. HOW CAN I CHANGE MY DEFAULT POSTAL ADDRESS?   :   Login to Crossweave store as customer and click on "My Account" tab on top menu. choose "Address Book" option (on right) and edit your desired postal address. Change default address to YES and press continue button. 

NEED ANY FURTHER HELP?   :   Our friendly team is always working to improve your experience with online shopping; we would love to hear your feedback and ideas. We are also here to provide you with assistance in all aspects of your shopping experience. So feel free to email us on info@crossweave.com.au