FAQ
You will find the answers to the most common questions below. There is also helpful information under “Conditions”, which you will find in the checkout. If you are unable to find an answer to your question, you are welcome to contact us at designhousestockholm@crossroads.se or via telephone at +46 31 755 00 59. Our telephone hours are as follows:
Mondays: 10.00 am – noon
Tuesdays through Thursdays: 9:00 am – noon
We kindly ask you to have your order number readily available when you call us.
Mondays: 10.00 am – noon
Tuesdays through Thursdays: 9:00 am – noon
We kindly ask you to have your order number readily available when you call us.
QUESTIONS CONCERNING YOUR ORDER
I have not received an order confirmation, has my order gone through?
The most common reason why you might not have received an order confirmation is that you have not filled in your email address correctly. Also, if you have not completed all the steps in the order process including clicking on ”Send order”, the order will not have been processed.
I can never get through to the payment site – there is just a blank page?This problem can be caused by your web browser, and/or whether you allow allow pop-ups, cookies or javascript.
Is it possible to make changes to an existing order that has not been shipped yet?Only subtractions may be done to existing orders. Please note that this only applies to orders that has not already been dispatched for shipping from our warehouse. Contact customer service if you would like to make such changes to your order.
Can I cancel an order?Due to our commitment to process orders quickly, there is only a short period of time during which you may cancel your order before it is shipped. Unless your order has already been sent for packing, you are welcome to call us at +46 (0) 31 755 00 59 for assistance with this. You may also file such a request via email, however, unless you receive a mail confirming the cancellation, we are not responsible if your order is shipped. If you are unable to cancel the order, you are entitled to return the goods within 14 days of receipt, after which we will refund you in full, minus shipping costs. For more information on returns, please see the section on “Returns”.
Which additional charges will apply when I purchase a product?In addition to the cost of the products you are ordering, a shipping cost will be applied. The shipping cost varies depending on the size of your order and the country from which you are ordering. The shipping cost will be displayed in the checkout prior to confirming your order.
My coupon code is not working?
DELIVERIESMy coupon code is not working?
Please double check your spelling and bear in mind that coupon codes are case sensitive. Remember to apply your coupon code by clicking "Apply Coupon" before placing your order and make sure that the discount has been applied to your Grand Total.
How are my goods delivered?
RETURNS AND COMPLAINTSWe use the Swedish Postal Service for deliveries within the EU and UPS for international deliveries. Your order will be shipped as a letter, post package or as a pallet, depending on its size.
When will my package be delivered?When your order has been processed and shipped you will receive notice via the email address stated in your order. In this email, you will find a tracking number which you can use to track your parcel.
My order is incomplete – I have not received everything i ordered?Your order will not be shipped until all the products in your order are in stock, unless otherwise agreed upon. If your order contains many of products, it may have been shipped in multiple parcels, each with its own tracking number. You may also receive separate notifications from the shipping agent for each parcel, and sometimes there are delays with the delivery of one of these notifications.
How long will the delivery take?We strive toward delivering orders as soon as possible and if the product/s you have ordered are in stock, your order will most likely be shipped the following business day. The shipment itself takes roughly 3-5 business days. If however, the product/s are have ordered are temporarily out of stock, delivery can take up to 10-15 business days. We aim to inform all customers of any additional delays that might occur as soon as possible.
Is the product in stock?Information on stock status is displayed on each product page.
What do I do if I want to return or exchange an item?
If for any reason you are not satisfied with a product, simply return it, in its original packaging, together with the receipt within 14 days of your purchase to:
Crossroads
c/o Samhall AB
Kurödsvägen 9
451 55 Uddevalla
Sweden
We are unfortunately not able to exchange one product for another. In that case we must ask you to return the unwanted product within 14 days and place a new order online.
I have returned my product, but I have not yet been refunded?Crossroads
c/o Samhall AB
Kurödsvägen 9
451 55 Uddevalla
Sweden
We are unfortunately not able to exchange one product for another. In that case we must ask you to return the unwanted product within 14 days and place a new order online.
The return process takes about 14 days from the day we receive the returned product at our warehouse. If you have paid by credit card, the money will be credited the same credit card that you used to purchased the product.
My product is damaged – what can I do?All complaints should be emailed to us with an enclosed description of the problem you experience with the product. In many cases we might ask you to attach a photo of the damaged goods to the email. We do our utmost to expedite your complaint as quickly and easily as possible.