Refund policy

Returns Policy

At Cross Express, we are committed to providing high-quality, boutique clothing that meets your expectations. We understand that sometimes issues may arise, and we want to ensure a smooth process for resolving them. Please read our returns policy carefully to understand our procedures for faulty items.

Returns for Faulty Items Only

We only accept returns for items that are deemed faulty. If you believe you have received a faulty product, please contact our customer service team within 14 days of receiving your order. Faulty items may include those with manufacturing defects, such as stitching issues, fabric flaws, or incorrect sizing from what was specified.

How to Initiate a Return for a Faulty Item

To initiate a return, please follow these steps:

  1. Contact Us: Email us at theunknownchildren@gmail.com with your order number, a detailed description of the fault, and clear photos showing the issue.
  2. Assessment: Our team will assess your claim within 2-3 business days. If the item is deemed faulty, we will provide return instructions.
  3. Return the Item: Once approved, you will need to return the item to us in its original packaging, along with any tags and labels still attached.
  4. Refund or Replacement: Upon receiving and inspecting the item, we will either issue a full refund to your original payment method or provide a replacement item, depending on stock availability.

Non-Faulty Items

Please note that we do not accept returns for non-faulty items due to change of mind, incorrect sizing, or general wear and tear. Be sure to review our sizing guide and product descriptions carefully before placing your order.

Timeframe for Returns

We recommend initiating your return within 14 days of receiving your order to ensure a smooth process. Returns initiated after this period may not be accepted.

Shipping for Returns

For faulty items, we will cover the cost of return shipping. Once your return is approved, we will provide a prepaid shipping label or refund the cost of return postage.

Final Notes

At Cross Express, we value customer satisfaction and strive to provide premium, durable, and stylish clothing. If you receive a faulty item, rest assured that we will work with you to resolve the issue quickly and efficiently.

If you have any further questions or need assistance with your return, feel free to contact our customer service team at email:  theunknownchildren.au@gmail.com

We're here to help! This policy ensures that you have a seamless shopping experience with The Unknown Children clothing brand, where quality and customer care come first.

To start a return, you can contact us at email: theunknownchildren.au@gmail.com

Please note that returns will need to be sent to the following address:

Cross Express
ABN: 99897792978
Australia Post Office
Suite 110, 296-302 High Street
Penrith NSW 2751
Australia