ARE YOUR STORES OPEN?
Unfortunately, our physical stores are no longer open. However, we're still here for you 24/7 online. With free shipping on orders over $150* and fast shipping across Australia and New Zealand, you’re never far from your next fashion and home fix!
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 an Afterpay or Paypal account to finalise your order, as well as your delivery address.
HOW DO I REDEEM A PROMO OR VOUCHER CODE 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 an Afterpay or Paypal account to finalise your order, as well as your delivery address.
HOW DO I REDEEM A PROMO OR VOUCHER CODE ONLINE?
- Add items to your bag.
- At the checkout click on "Have a Voucher?"
- Enter your rewards or promo code
- 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.
HOW SECURE ARE MY PERSONAL INFORMATION AND CREDIT CARD?
Your security while shopping online at 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.
PAYMENTS
WHAT CARDS DO CROSSROADS ACCEPT FOR PAYMENT?
We accept credit card payments using VISA, MasterCard or AMEX. We also accept VISA and Mastercard debit cards or make it easy and checkout with Paypal or Afterpay. Your card will be debited once the order is placed. Please note the transaction will appear on your statement as crossroads. At this time we are unable to process payments from other EFTPOS cards.
DO CROSSROADS HAVE LAYBY?
Laybys are not available online. What are my options online? Crossroads accepts Afterpay which allows customers to buy now, wear now & pay later. More details can be found below.
SHIPPING/DELIVERY
WHERE DOES CROSSROADS SHIP TO?
Crossroads ships to Australia and New Zealand.
HOW MUCH DOES DELIVERY COST?
Crossroads charges a flat rate of $12.57 for any purchase to be shipped within Australia and New Zealand for all orders under $150. Shipping is free for all orders with a total value of over $150.
WHICH COURIER COMPANY DO YOU USE?
Crossroads ships through Australia Post for all online orders within Australia. We ship via SEKO for New Zealand orders.
I CAN’T FIND THE OPTION TO CLICK & COLLECT.
Crossroads Click & Collect is currently not available.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
Orders will be dispatched within 5-7 business days. Australian orders should be delivered within 7-14 business days. New Zealand orders should be delivered within 21 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.
INTERNATIONAL SHIPPING
WHAT COUNTRIES DO YOU DELIVER TO?
At this stage, we deliver to Australia and New Zealand
RETURNS AND EXCHANGES
HOW CAN I RETURN AN ITEM?
For Online returns, please refer to our return policy for more information.
HOW CAN I EXCHANGE AN ITEM?
Crossroads online orders cannot be exchanged, and no refunds will be provided unless the item is faulty.
If you require a different size or product please place a new order at https://www.crossroads.com.au/
Certain conditions apply. Please refer to our return policy for more information.
I'VE BEEN SENT A GIFT - HOW DO I RETURN OR EXCHANGE IT?
As a gift recipient you have the same opportunities as a purchaser to exchange or return your item. All you need is an order confirmation to show proof of purchase. Please note that if you require a refund it will be in the form of a Crossroads Gift Card (and the $ for $ policy as outlined above will apply).
DO YOU REFUND SALE ITEMS?
As of Monday 4 February 2020, Sale items are non-refundable for change of mind, instore or online. Please refer to our return policy for more information
ARE THERE ANY ITEMS I CANNOT RETURN?
Due to personal hygiene reasons, we do not accept returns on swimwear, underwear and earrings.
DO YOU ACCEPT RETURNS?
No refunds will be provided. However, we want you to be happy with your purchase and if you’re not, we want to help. We can provide a credit note for almost all items under the following conditions:
- It is within 30 days of when you received your item
- The item is unworn, in its original condition and has tags still attached
- You have a proof of purchase
- If you made a purchase after the date of appointment and you change your mind, we will provide you with a store credit.
- If you made a purchase before the date of appointment, being 28 October 2024 and you change your mind, we will provide you with a store credit. However, this store credit in respect of pre-appointment sales can only be redeemed on a $ for $ basis. That is, if you have a store credit for $20, you will need to spend another $20 to redeem the voucher.
HOW CAN I RETURN MY ITEM?
There are several ways to get your items back to us. Please see It is best to see our return page for a step-by-step guide.
WHAT CAN I DO IF THERE IS SOMETHING WRONG WITH MY ORDER?
If you notice a fault or defect with any items in your order, please contact our Customer Care Team right away. We can arrange for the faulty item to be return free of charge and a replacement sent to you as quickly as possible.
HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?
No refunds are permitted for change of mind. In the case of faulty goods, we strive to return your funds to you as quickly as possible. This can take up to 15 business days, as we are only able to begin processing a refund once we have received your returned items. Please allow for a little extra time during busy periods (such as Christmas, Easter or large sales) as it may take longer for Australia Post to get your package to us. For faster refunds, you may be eligible to return your goods in store. It is best to see our return page for more information. In this case, please be aware that it still may take a few days for your financial institution to return the funds to your account.
CAN I RETURN ITEMS PAID FOR USING AFTERPAY?
Yes! Afterpay purchases can be returned online. You must include your original tax invoice and AFTERPAY email receipt instore or post back to the below online returns address by the Post office or ParcelPoint. Return to: CROSSROADS ONLINE RETURNS PO Box 27 Liverpool NSW 1871 Australia 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).
AFTERPAY
WHAT IS AFTERPAY?
Afterpay is a new payment option available for online and in-store purchases. 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 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 and 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 directly 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. If you still can’t find out what you need here, contact Afterpay directly by emailing info@afterpay.com.au or calling 1300 100 279.
DO I NEED TO REGISTER WITH AFTERPAY PRIOR TO MAKING MY FIRST AFTERPAY PURCHASE WITH CROSSROADS?
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 been approved via your chosen credit/banking provider.
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 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. 2. Once you’ve finished choosing your items, click the ‘Proceed to checkout. 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 login 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 the 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 payment 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.
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.
WHAT INFORMATION OR COMMUNICATIONS WILL I RECEIVE DIRECT FROM AFTERPAY?
Similar to crossroads’ 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.
SIZING
SIZING HOW DO I KNOW WHAT SIZE I AM?
Crossroads uses Australian sizes, take a look at our Size Guide for more information on how to measure yourself. see here: sizeguide