How do I make a purchase?
To make a purchase through The Crosswalk online store, simply select the relevant product, including size if relevant and click ‘Add to Cart’.
The cart icon on the top right of the screen will update to display the product selected. You can elect to complete your purchase, by clicking this icon and proceeding to the checkout by clicking ‘Checkout’ or continue shopping to add more items to your cart. Once you proceed to ‘Checkout’, there are simple prompts to guide you through the purchase process. You will be required to enter both your Shipping & Payment information & agree to the Terms & Conditions of our online store. If you have any issues or require further guidance with this process, please contact our Customer Service Team at firstname.lastname@example.org.
What payment methods are accepted?
We accept payment by Visa, Mastercard, American Express, PayPal and Afterpay.
Is it safe to use my credit card through the online store?
All transactions placed through The Crosswalk online store are processed through Braintree Payments, which is a validated Level 1 PCI DSS Compliant service provider.
This system ensures fraud protection measures are maintained & cardholder data is secure & encrypted for buyer security.
In what packaging will my purchase be delivered?
The Crosswalk Stores products are shipped in beautiful custom branded tissue, sticker and twine.
Some items like glassware and objects arrive in a box.
Throws, cushion covers and wall banners arrive in a branded cloth bag.
Can I include a personalised gift message with my purchase?
You will be given the opportunity to write a personalised gift message when you select 'View the Cart'. Messages are handwritten & included with your purchase.
Where a gift message is requested, these orders will not include any hard copy invoice information.
This information can be retrieved by the buyer through their email account, or via the order confirmation email.
Can I ship my order to an international location?
No, not yet. We are considering shipping worldwide and will announce when we are ready.
Will I be charged sales and tax on my purchase?
All prices are displayed inclusive of GST (10% tax). When we decide to ship international orders, they are exempt from this tax, which is removed from the order subtotal after shipping information is entered at the checkout.
For further information about expected duty and taxes when importing to your country, please visit your relevant customs website.
How will I know if you have received my order?
After your order is placed, you will receive a notification to your email account that your order has been received.
Please note, your order is not confirmed until payment has been received & items prepared for dispatch. At this point a notification will be sent to your email account regarding the shipment information and tracking link.
When will I receive my order?
Orders within Australia are sent with Express Post, or Standard Post. Express Post will be received within 1–4 business days for Metropolitan areas, and 3-10 business days for Rural areas. For standard post, please allow 3-5 business days for Metropolitan areas, and 5-10 business days for Rural areas.
Am I able to track my order?
Yes definitely. Upon dispatch, customers will receive notification via email that includes full tracking information for their parcel.
Australian customers can visit the Australia Post website to track their order.
Why are some products not available online?
There are just some items that don't ship very well and rather than you being disappointed by receiving damaged goods, we decided to keep the delicate and hard to ship items in our retail store only.
Who can pick up my order?
You or your designated pickup person must pick up your order. Have your ID and confirmation email ready to show the retail team.
What do I need to pick up my order?
Bring your ID and be prepared to show the confirmation email printed or on your mobile device.
How long will my order be held at the store?
Orders made online and scheduled for Curbside or In Store Pickup will be held at the store for 5 days. If you have not picked up your purchases by the end of the 5 days, your purchases will be reimbursed.
How will I know when my order is ready to be picked up?
You will receive a notification email when your order is ready to be picked up. Most orders will be ready for pickup within 2 hours. The email will also include information on pickup hours, what to bring, and steps to take to pick up your order. In Store Pickup is available during store hours.
What do I do when I arrive at the store for Curbside Pickup?
When you arrive at the store, park in a place that is safe for both you and the retail team. Let them know you've arrived using the link sent via email and provide the order number if asked. Open the boot of your car so the store associate can leave items in the vehicle while maintaining social distance. Be prepared to show your confirmation email through a closed window upon request. The email can be printed or shown on a mobile device.
Can I select certain items to pick up and have others shipped?
No. You must either select a shipping method or Curbside or In Store Pickup for all items in your checkout.
How do I return something from a Curbside Pickup or In Store Pickup order?
If you would like to return any items originally received using Curbside Pickup, you can return these purchases to the store or by mail.
Returns will be processed according to our existing Return Policy. The 30-day return window begins when your order is ready for pickup.
Can I return or exchange items from past orders using Curbside Pickup?
Curbside Pickup can't process returns or exchanges.
How do I select Curbside Pickup and In Store Pickup?
After placing your order online, you'll receive a confirmation email. When the order is ready, you will receive a second email with instructions on how to get your items. You'll be able to decide which option you prefer when you arrive at the store. If you want to pick up in-store, simply enter the store during store hours. Your notification email will also include instructions if you'd rather stay in your car for Curbside Pickup. If you're using Curbside Pickup, you'll let the store know when you arrive and follow their instructions to get your items.
Can I cancel my order?
Yes. Just call the store for assistance. You can find the number using our store locator, here. If you don’t call to cancel, and you don’t pick your order up within the 5-day period, your order will be canceled automatically.
How do I purchase an online gift card?
To make a purchase for an online gift card through The Crosswalk online store, simply select the product, and click ‘Add to Cart’.
The cart icon on the top right of the screen will update to display the product selected. You can elect to complete your purchase, by clicking this icon and proceeding to the checkout by clicking ‘Checkout’ or continue shopping to add more items to your cart.
Once you proceed to ‘Checkout’, there are simple prompts to guide you through the purchase process. You will be required to enter both your Shipping & Payment information & agree to the Terms & Conditions of our online store. If you have any issues or require further guidance with this process, please contact our Customer Service team.
Please note, all gift cards are delivered by email to the recipient at the time of purchase and contain instructions for redemption at the online checkout. Gift Cards are valid for 3 years (36 months) from the date of purchase. Online purchased Gift Cards are valid exclusively for use through The Crosswalk store website.
How do I contact customer care?
Our customer service team are available Monday to Friday, 9am to 5pm AWST via phone or email. Enquiries sent outside of this time will be responded to the following business day. Contact our team here.