Refund policy
Return and Refund Policy
Last updated: September 2026
Thank you for shopping with Crossbody Co. We want you to be completely satisfied with your purchase. Please read our policy carefully before placing your order.
Delivery Timeframes
Orders are fulfilled by our supplier and typically arrive within 7–15 business days to Australian addresses. Delivery to remote or regional areas may take longer. Tracking information will be provided once your order has been dispatched.
Australian Consumer Law
Our goods come with guarantees under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Damaged or Faulty Items
If your item arrives damaged, faulty, or not as described, please contact us within 14 days of delivery at shop@crossbodyco.com.au with:
- Your order number
- A description of the issue
- Photos evidence of the item and packaging
We will assess your claim and if approved will arrange a replacement or refund for the item. Crossbody Co. retains the right to require the return of any item prior to issuing a replacement or refund. Instructions for return shipping at Crossbody Co's reasonable expense will be emailed to you.
Incorrect Items
If you receive the wrong item, please contact us in writing within 14 days via email with clear photo/s of the incorrect item & packaging to shop@crossbodyco.com.au and we will arrange the correct item to be sent or issue a full refund. We reserve the right to request additional verification.
Change of Mind
We do not accept returns or offer refunds for change-of-mind purchases. Please review your order carefully before completing your purchase.
Lost or Undelivered Orders
If your tracking shows your order as delivered but you have not received it within 20 business days, please contact us and we will investigate with the carrier. If your order is confirmed lost in transit we will send a replacement or issue a full refund. We reserve the right to request additional verification.
How to Request a Refund or Replacement
To initiate a claim, please contact us at shop@crossbodyco.com.au with your order number and details of your request. We aim to respond within 2 business days.
Do not return any item without contacting us first — unauthorised returns cannot be processed.
Refund Processing
Approved refunds will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or card provider.
This policy does not limit or exclude any rights you have under the Australian Consumer Law.