FAQ
Products
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Money back guarantee
We are confident you'll love our products so we offer full money back guarantee if you're not satisfied with your first pair of underwear or socks.
How it works:
- Place your first order
- Try our products
- If you love it (which you will) keep using it
- If it's not for you, contact us with your order number and we'll issue full refund and return labels
In other words, you've got nothing to lose by trying our products. Instead you're up for an experience you'll never forget!
Contact us at hello@crossfly.com.
What is the recommended care for Crossfly underwear?
Our comfortable men's underwear is designed to withstand standard washing conditions. You can wash them at temperatures up to 40 degrees Celsius and dry them naturally or on low heat. We advise you to wash Crossfly products with similar fabrics and avoid abrasive materials, like towels.
The same goes for socks, please wash them in low to mid temperatures and dry them naturally.
Does Crossfly underwear cater to all body types and sizes?
Yes, we offer sizes ranging from 29 inches to 45 inches (XS-XXL). We aim to make everyone feel confident in Crossfly.
Please refer to the size guide for more information. In short, the IKON / IKON X Style fits slightly larger due to the stretchiness of the Modal fabric so if you are in-between sizes, we recommend you opt for a size down. By contrast, the Pro 7" Boxers in our performance series fit true to size.
Should you require additional sizes or have any feedback, feel free to contact us at hello@crossfly.com.
Is there a size chart available?
Absolutely! You can
find our size chart here.
Please be aware that the IKON and IKON X styles fit slightly larger due to the stretchiness of the modal fabric, so we advise you to go one size down. (Eg: if you’re an M/L or 35” waist, please opt for a Medium) By contrast, the Pro 7” Boxers in our Performance Series fit true to size.
Orders
What should I do if my order is delayed?
If your order hasn't arrived within the expected timeframe, please contact our Customer Service team at hello@crossfly.com. They will help track your order.
How can I confirm that my order was successful?
After placing an order, you'll see a
confirmation message on your screen and receive a confirmation email with your order number.
If you haven't received this email, please check your spam folder in case the email has gone in there.
If you encounter any issues, contact us at hello@crossfly.com
Can I modify or cancel my order after placing it?
We strive to ship orders quickly, so changes or cancellations are typically not possible once an order is placed. Please verify all details before submitting your order.
The most frequent mistake we have encountered is that customers choose the incorrect size. We have since made improvements to our website to help customers find / choose the right size, but please do double check!
If you need assistance, contact Crossfly during business hours.
I ordered the wrong item by mistake. What can I do?
Contact us immediately at hello@crossfly.com. If we can't amend your order, you can
return the item under our returns policy.
What payment methods do you accept?
We accept Visa, Visa Debit, Mastercard, American Express, PayPal, Google Pay, Shop Pay and Apple Pay.
What are the terms and conditions for sales?
Sale prices apply to eligible items until the end of the sale period. These offers cannot be applied to previous purchases.
Can I use my coupon code during a sale?
No, coupon codes are not valid during sales. Only one coupon can be used at any time unless otherwise advised.
Shipping & Returns
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What is your Holiday return policy?
Items purchased between 1st November and 24th December may be returned until 31st January, or 30 days after the order date, whichever is later, for all products purchased from the Crossfly website. All returns are subject to our standard return policy.
Please note that all Gift Card purchases are final sale.
How can I guarantee my gifts come in time for the holidays?
You have a few different options to ensure your gifts come in time for the big day, depending on the shipping option you select at checkout...
- Royal Mail Tracked 48, customers must place their orders before 2pm on the 18th December
- Royal Mail Tracked 24, customers must place their orders before 2pm on the 20th December.
- DPD Next Day Weekday, customers must place their orders before 2pm on the 23rd December.
Happy Shopping!
What are the shipping costs?
UK shipping costs are:
- £6.45 for DPD24 (with tracking and 'signed-for' service) and
£3.95 for Royal Mail 48 (with tracking service). - Free shipping applies on all UK orders above £45
EU and International costs:
Free shipping to France and German orders over €100. Otherwise, the cost is €9,95.
- Other European countries orders are shipped using DHL at £20.
Who delivers Crossfly products?
In the UK, we use DPD24 or RM48 services, depending on your preference.
France and German orders are shipped via Royal Mail EU.
EU orders are shipped via DHL.
How can I track the status of my order?
A tracking link will be included in
your Shipping Confirmation email. Orders placed during weekends will be shipped the next business day.
Will I receive a full refund if I return my items?
Yes, we will refund the full purchase price for returned items, provided they are in their original condition and packaging.
Please email us at hello@crossfly.com with your order number.
How long will it take for my refund to be processed?
Refunds are processed as soon as we receive the returned items. Please allow 3-5 business days for the credit to appear on your statement.
Where do I send my Returns to?
For all returns, please email our customer services team at hello@crossfly.com before returning your items to us.
You will receive a free returns label emailed to you so you can return the goods. The goods must be unworn and in their original condition.
If you are based in the UK, you may log in to your account and go through the steps there or if you prefer, just pop us an email with your ORDER NUMBER.
Return / Exchange address - Please ensure you enclose your order number so we can identify your parcel.
Pressplay Fulfilment Centre
Attn: Crossfly Ltd
Unit 7 Zone A, Chelmsford Road Industrial Estate, Great Dunmow, Essex, CM6 1HD
Privacy
Privacy policy
How do you ensure the privacy of my personal details?
We treat your data with utmost confidentiality and never share it with third parties. For more information, please refer to our privacy policy here.
