Terms

Please read the following terms and conditions carefully as by using our website and purchasing any products you are agreeing to them.

1. Delivery Options and Charges
   

UK and European Shipping available.

UK orders will be sent using the DPD24 or RM48 service, subject to the customers selection at the checkout. All EU orders will be sent via DHL Express.

• DPD24 - £5.95 with tracking and 'signed-for' included. Please allow 1-2 days for delivery.
• RM48 - £3.95 with tracking. Please allow 2-3 days for delivery.
• DHL Express - €20.00 with tracking for European Countries except France and Germany. Please allow 3-5 days for delivery. 
• France & Germany - €9.95 Royal Mail Europe. Please allow 3-5 days.

We offer free UK delivery on all orders over £45 

EU orders – all duties and VAT are pre-paid for so you need not to worry when it arrives on your end. 
We process our orders on Weekdays and Saturdays (excluding UK Bank Holidays). All orders received by 1:30pm will be dispatched on the same working day; all orders after this time will be sent out on the following working day. 

We will take all reasonable care to deliver to addresses given. However, we will not be liable for non-delivery or mis-delivery as a result of the incorrect address being entered at the checkout.

2. Returns and Exchanges

We hope that you are delighted with your Crossfly products. However, if for any reason you are not entirely satisfied or you wish to cancel your order, you may return any item in its original condition for a refund within 14 days from delivery.

We will allow 30 days from delivery for European Countries outside of the UK to try our products and receive a refund if the products are returned in their original conditions.

Please notify us if you would like to return your order by contacting our Customer Service team by email at hello@crossfly.com (Monday to Friday 09:00-17:00. Excluding UK Bank Holidays).  Please provide us with the details of your order number and the items / reason for return. 

If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.

Returned goods should be posted to:

Refunds will only be made against the original credit/debit card used.

If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.

Please Note: We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

2a. Christmas Returns Policy

In addition to our usual returns policy, any order bought between 1st December 2024 and 25th December 2024 can be returned up to and including Friday 17th January for a full refund or exchange.

3. Damaged, Faulty or Incorrect Items

If the goods you receive are damaged or faulty in any way, or not what you originally ordered, we will be happy to exchange the items or offer you a refund.

Please notify us by contacting our Customer Service team - with details of your order number and items affected – by email on hello@crossfly.com (Monday to Friday 09:00-17:00. Excluding UK Bank Holidays).

Please keep the packing materials, and the damaged items for inspection by the carrier.

This policy does not affect your rights under law as a consumer, which apply in addition.

4. Cancellations

We try to complete all cancellation requests before the time of the order’s dispatch, although we cannot guarantee a successful cancellation.

You can cancel your order by:

• Contacting us through the online form on the “Contact” page of the website, and specifying “Cancelling or amending an order” in the form, and ensuring all order details, including order number, are included within the message.
• Or you can simply email us on hello@crossfly.com (Monday to Friday 09:00-17:00. Excluding UK Bank Holidays).
  
  

Once items have been dispatched, we are often unable to cancel. If this is the case, we would recommend refusing the item when delivery is attempted or returning the item to us once delivered in accordance with section 2 above.

We reserve the right to cancel any order without notice which are subject to pricing errors, stock issues or quality control issues.

5. Copyright

Copying and printing portions of this website is permitted only for the sole purpose of placing an order with us. The materials on our website may not be used for any other purpose without written permission from crossfly.com [Crossfly Limitied].

6. Data Privacy and Cookies

Crossfly is committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalised shopping experience. No information collected by us on this site will be sold, rented or loaned except as expressly stated in our Privacy Policy and consented to by you.

Any personal information provided to or to be collected by Crossfly.com or one of its other operating companies is controlled by Crossfly Limited.

Please see our Privacy Policy for further details about how we handle your personal data and make use of cookies.

7. Cookies

We use cookies on the website for a variety of reasons which you can learn about in our Privacy Policy. The cookies we use do not store personally identifiable information nor can they harm your computer. We want our website to be informative, personal, and as user friendly as possible and cookies help us to achieve that goal.

8. Complaints

Crossfly will undertake to handle a complaint fairly and competently. We will keep you informed either by telephone or email at each stage and will endeavour to fully resolve your complaint within 72 hours. 

9. Tell Us What You Think?

Crossfly Limited welcomes your questions and comments. If there’s something we haven’t covered in our Terms or FAQs, please do not hesitate to get in touch on info@crossfly.com

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Terms & Conditions updated on 29 March 2024 

Please be aware that we will keep our Terms updated according to latest regulations  and updates.