FAQs

GENERAL QUESTIONS:

Q: I’ve been calling and there’s no answer. How can I get a hold of you?
A: We are available via email & text: Monday – Thursday 9am (PST) to 5pm (PST) Friday 10am to 4pm(PST)

Saturday - N/A

Sunday - N/A

Q: How do CC shoes run?

A: Our sizes are based as US sizes. All shoes are given a size suggestion on the item page. Please keep in mind that this is only a suggestion, we understand that everyone’s foot size is different & your selection will be made upon personal preference. You know your foot better than us.

 

Q: What is my Order Number & Where can I find it?

A: You are given a unique order number to identify your purchase made with us. Your CC Order Number is located in all emails (or text message if you picked the text option) that you have received from the business, including your order confirmation. Please have your CC Order Number upon contacting us.

 

Q: What are CC forms of payment?

A: Cross Collection accepts all major credit cards, debit cards, Apple Pay, Klarna, AfterPay & Sezzle - choose the option you would like to use at checkout!

 

Q: Can I place an order over the phone with you over the phone?

A: Unfortunately not. We are sorry for any inconvenience.

 

Q: I want to make a large purchase. Does CC offer wholesale?

A: Unfortunately, We do not offer wholesale.

 

Q: I NEED this item you have, but CC is sold out. When will you restock?

A: As much as we would love to provide you with an exact date for a restock, unfortunately, we cannot! We can notify once the item is back in stock. But, CC uploads new styles weekly!

Q: Does CC ship original shoe boxes?

A: Not all footwear come with boxes at this time but MOST do.

Q: Why can’t I add this item to my shopping cart?

A: Chances are we are sold out at the moment! But we got you, we restock often, so please check back soon! In the event that we do not receive that exact style again, we may soon receive something similar!

 

 

TRACKING YOUR PACKAGE:

 

Q: I have a tracking number, what do I do with it?

A: Track your package with the tracking number provided on my website or mobile app.

 

Q: I need my order FAST! Does CC offer expedited shipping?

A: WE ONLY OFFER STANDARD SHIPPING AT THE MOMENT.

 

Q: When will my order ship?

A: All orders will be shipped within seven business days unless a special circumstance has happened. Tracking updates after seven business days.

 

Q: I selected FREE SHIPPING, how long until I receive my package?

A: All orders will be delivered within 3 – 15 business days.

(FREE SHIPPING IS ONLY APPLICABLE TO ALL 48 CONTIGUOUS STATES.)

 

RETURNS / EXCHANGES/ REFUNDS / STORE CREDIT:

 

Q: Does CC provide return labels?

A: No. Sorry for ANY inconvenience this may bring you.

Q: What is CC's return address?

A: Our return address is the following:

CC RETURNS:

P.O. Box 240489

MONTGOMERY, AL 36124

 

Q: I just received my package and I need to return/exchange, how do I do so?

A: Please use the link on my website or below to return your items. If you're not eligible, no exceptions will be made.

https://CrossCollectionCC.returnscenter.com/

(Please keep in mind that all returns/exchanges must be done within 7 days from which you receive the item for refund which is store credit. All exchanges and sale items are final. NO EXCEPTIONS)

 

Q: My return tracking number states that CC received my package at your facility, why haven’t I been contacted?

A: It usually takes about 3 business days to process your returned package, so please bear with us.

 

Q: I have a store-credit how do I use it?

A: Store credit is issued to your store account . Login into your account and shop for your new items, once checkout is reached the credit will automatically populate the payment field. If you have a store credit and have not been updated on your account, please contact me.

Is it safe to use my credit card on your site?

Yes! Orders placed on our site are encrypted using SSL technology, the industry-standard authentication and encryption technology, to ensure your transactions are protected. With SSL implemented on both the client and server, information transmitted over the internet will remain unaltered and secure.

I didn't receive an order confirmation or shipping confirmation email. What should I do?

It is possible that our email could have gone to your junk mail folder or we have an incorrect email address. Please contact us via text at 1 (850) 318-6185 or info@crosscollectioncc.com

 so that I can resend you an email confirmation.

My order was cancelled because you stated my billing address didn't match, but it does, what does that mean?

To protect my customers form credit card fraud, we have implemented the AVS (Address Verification Service) filter. The AVS filter requires that either the address number or postal code you enter matches the information on file with the credit card issuing bank. Occasionally the AVS filter is unable to match the billing address you provided to our store with the address on file with the credit card issuing bank, or the issuing bank does not support AVS filtering. If your credit card is declined due to AVS filter failure, please verify that the billing address you entered exactly matches the one associated with the credit card. If the credit card is still declined, you may want to call your credit card issuer and check to see if they support AVS filtering. Our online transactions take place in three parts. When you enter your credit card information, our store software contacts your bank to verify that your card number is valid and that sufficient funds are available for the transaction. If your credit card issuer approves the transaction, it automatically issues an approval code and puts a hold on the funds pending our store capturing them. If our store receives authorization then it submits the credit card information to the AVS filter. If the AVS filter approves the purchase your order appears in our order processing queue. We manually review your order for any issues and finding none, capture your funds. If the AVS filter declines your card, we cannot capture your funds without further verification of your identity. If your bank has placed a temporary hold on your funds, it may appear as though the transaction went through even if your card was declined. However, when a card is declined, no funds are transferred to us. In this case, typically the hold will last between three to ten days and then automatically drop from your account. We highly value our customers and believe these added security measures are needed to protect us both. 

Why do I need to verify my payment on my order?

Additional documentation may be requested for orders selected at random by our fraud prevention team for further verification before acceptance to shipping. We carefully evaluate accounts to protect our shoppers from any unwanted billings. If we are not able to get in touch with you to complete your verification, your order will be subject to cancellation without further notice. There is a 24 hour window to provide documentation before order is cancelled.

How do I get a coupon code?

We offer many promotional codes on our Facebook and Instagram pages. We also offer a 10% coupon code for customers who sign up for our newsletters. Like, follow, and sign up now to be the first to know about our sales and promotions!

Do you have a physical store?

Cross Collection is an online-store, this allows us to provide our customers with large selections of fashion sandals, slides and more, quickly. If you would like to know what’s new with CC, simply stay connected with us via our weekly newsletter, Instagram Facebook & TikTok! (@crosscollectioncc) 

By 2025, we WILL!

I have received an incorrect item on my order.?

We want to sort out any issues with incorrect items right-away. Please contact us with the order number and the incorrect item’s name and number. We will get back to you within 3 business days and resolve it for you as quickly as we can.

 

An item is missing from my order

If an item is missing, please contact us with the order number, and the missing item’s name and number. We will get back to you within 3 business day and resolve it for you as quickly as I can.

Can I change my order?

Once you’ve placed your order, we are unable to change it in any way – this includes changing the size or color of an item, removing an item, combining orders, changing the address or payment method.

Can I cancel my order?

All orders are final. When the invoice is transmitted to our warehouse, we are not be able to cancel the order.

Thank You COLLECTORS!