Returns and refunds

If something is not right, you can send it back. This page explains the two separate rights you have: the legal right to change your mind, and our own returns policy, which is more generous.

Your legal right to change your mind

Under EU consumer law you may withdraw from your order within 14 days of receiving it, without giving any reason. The period runs from the day you, or someone you nominate, physically takes possession of the goods. Where an order arrives in several deliveries, it runs from the day you receive the last item.

To use this right, tell us clearly that you are withdrawing before the 14 days are up. An email is enough. You then have a further 14 days to send the goods back.

Our policy: 30 days

We give you 30 days rather than 14, and we pay the return postage. This is our own policy, offered on top of your legal rights — it does not replace them or reduce them in any way.

What you get back

• The full price you paid for the returned items, including VAT.
• The standard delivery cost of the original order. If you chose a faster or more expensive delivery option, we refund the standard rate.
• Return postage, which we cover. You do not pay to send an item back.

We refund within 14 days of receiving the goods back, or of you proving you have sent them, whichever comes first. The refund goes to the payment method you used.

Condition of returned items

You may handle and try on an item as you would in a shop. You are only responsible for any loss in value caused by handling beyond that — wearing an item out, washing it, or removing tags and packaging you did not need to remove.

Items we cannot accept back

Very few things are excluded, and only where the law allows it:

• Goods made or personalised to your specification, such as an item cut to your measurements or printed with your name.
• Sealed goods that cannot be returned for health or hygiene reasons once the seal is broken — pierced earrings are the usual example.

Everything else can come back, including bags, belts, hats, scarves and other accessories.

How to return something

Email us info@crossfashions.nl with your order number and what you would like to send back. We reply with a prepaid return label and the address.

Faulty or wrong items

If an item arrives damaged, faulty, or is not what you ordered, this returns policy is not the limit of what you are owed. Your statutory rights to repair, replacement or a refund apply separately, and for longer. Contact us and we will sort it out.