In-Store

Goods can be exchanged if they are received back within 14 days of purchase with a valid receipt and are in perfect, unworn condition. No refunds are available for purchases made within the shop. If you do not want to exchange your item, we can issue you a gift card of the same value. This gift card is valid for 12 months. Sale items are final - non-refundable and non-exchangeable.

Online

Non-Sale and Sale items can be refunded if they are received back within 14 days of purchase with a valid receipt or your order number. Unfortunately, after 14 days we cannot offer you a refund. Your returned item(s) must be unused and unworn and in the same condition that you received it in. It must also retain the original packaging and tags.

The following items are not eligible for a refund:

• Perishable goods such as food
• Intimate or sanitary goods such as underwear or face-coverings
• Gift cards  
• Monogrammed, personalised or bespoke items
  

To return your purchase, you should post your item(s) to: THE CROSS TWO LTD, 141 Portland Road, Holland Park, London, W11 4LR, United Kingdom. You will be responsible for paying for your own shipping costs for returning your item. We recommend using a tracked method, we are not responsible for missing returns. Shipping costs are non-refundable.

If your purchase was eligible for "Free Shipping", this offer is only extended to non-returned purchases. If you return your purchase made with free shipping, the original shipping costs will be deducted from your purchase. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, then your refund will be processed, and you will be credited automatically to your original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@thecrossshop.co.uk

Exchanges online

Note that we are only offering refunds, if you want to exchange your item for a different size or colour, please return the unwanted item for a refund and place a new order.