Refund Policy

Thank you for shopping with Cross & Co. Please read this policy before placing your order.

EU customers: your 14-day right to cancel
If you are a consumer in the European Union, you can cancel your order within 14 days of the day you (or someone you nominate) receive it, without giving a reason. This is your legal right of withdrawal and it applies on top of everything else in this policy.

To cancel, email crossandcohelp@outlook.com with your order number and a clear statement that you want to withdraw from the purchase. Then send the cap back to us within 14 days of telling us. We will refund the price of the cap and the standard delivery cost you paid within 14 days of receiving it back, using your original payment method. Return shipping is paid by you unless the item arrived faulty, damaged or incorrect.

30-day returns and exchanges (all customers)
You can return or exchange your cap within 30 days of delivery. To be eligible, the cap must be:
- Undamaged, unwashed and in the same condition you received it
- Returned with its original packaging
- Sent back with your order number

Returns or exchanges of caps that have been damaged, washed, altered or worn in a way that affects resale are not accepted, except where the law requires otherwise.

How to start a return or exchange
Email crossandcohelp@outlook.com with your order number, the item, and the reason. We will reply with the return address and instructions. Please don't send anything back before we've confirmed your request, as unannounced parcels can't always be matched to an order.

Return shipping costs are paid by the customer, except when the item arrived faulty, damaged or incorrect. In that case we cover the cost.

Exchanges for another colorway are subject to availability. If the colour you want is out of stock, we'll offer a refund instead.

Keep-it option
Because returns travel internationally, sending a cap back can take a while. For returns that aren't due to a fault, we may offer you a partial refund to keep the item instead. This is always optional, and you can still choose a full return.

Faulty, damaged or incorrect items
If your cap arrives faulty, damaged, or isn't what you ordered, email crossandcohelp@outlook.com within 14 days of delivery with your order number and a photo of the issue. We'll send a replacement or a full refund, including any return shipping cost. This doesn't affect your legal guarantee rights for faulty goods, which in Spain last 3 years from delivery and in the rest of the EU at least 2 years.

Add-ons and optional services
Optional add-ons bought with your order are non-refundable once your order has been dispatched, because the service has already been provided. This includes shipping protection, gift packaging and mystery add-ons. If you cancel before dispatch, add-ons are refunded in full. Shipping protection covers replacement of orders lost, stolen or damaged in transit (see the Shipping Policy).

Refunds
Once your return arrives and we've checked it, we'll email you to confirm whether the refund is approved. Approved refunds go back to your original payment method. Depending on your bank, the money can take 5–10 business days to appear.

Cancelling before dispatch
You can cancel your order for a full refund within 12 hours of placing it by emailing crossandcohelp@outlook.com with your order number. After 12 hours your order may already be packed. If it hasn't shipped yet, we'll still try to stop it. If it has, please use the return process above. EU customers keep their 14-day right to cancel in all cases.

Please talk to us before opening a dispute
If something isn't right, email us first. We reply to every message and can usually sort things out faster than a bank dispute, which can take weeks. Chargebacks opened without contacting us first make the process slower for everyone.

Contact
Cross & Co.
Email: crossandcohelp@outlook.com
We aim to reply within 24 hours, 7 days a week.