European Union (EU) Policies

At Crossrope, we’re dedicated to your success on your fitness journey. That’s why we promise to make sure you have the right size and product for your fitness goals and ensure your investment with us is risk-free. We stand behind our jump rope products, and we are confident that they will perform as designed. If you are not 100% satisfied with our products, you may return or exchange them within 60 days of when you receive your purchase. 

 

It is important to know your order number in order to know what Returns and Exchanges options are available to you.  The options vary depending on where your order was shipped from.  Please follow the chart below for guidance on what is available and answering FAQs:

 

Order # Format: Order Number Starts with "GE" No "GE" on Order Number
Are returns available? Yes! Yes!
Are Exchanges available? No, we ask that you issue a return and repurchase the product that you would like. Yes, please follow the process outlined below.
Does Crossrope pay for returns shipping? No, you will need to follow the international return portal here.  You will be issued a Express return label at DHL discounted prices.  The price of the label will be subtracted from your total refund. No, unfortunately we are not able to provide a return shipping label this cost is covered by the customer, however if you are requesting an exchange, we will cover the cost back to you.
What is the difference in these two order types? These orders were fulfilled from our fulfillment center in the USA.  This makes the returns process different. These orders were fulfilled from our fulfillment center in the Ireland.  This makes the returns process different.
How to I initiate a return?

To make an online return, follow these easy steps.

  1. Head to the INTERNATIONAL RETURNS PORTAL to create your return and print your return label.
  2. Print your return form and place your item(s) and the form in the shipping box
  3. Confirm all items are included, and tape the package shut
  4. Take the package to your local DHL drop off location.
  5. We will process your request within 2-3 business days of receipt to the warehouse.

To make an online return, follow these easy steps.

  1. Submit your Online Request
  2. Print your return form and place your item(s) and the form in the shipping box
  3. Confirm all items are included, and tape the package shut
  4. Take the package to your local post and ship to the address provided on the request form
  5. We will process your request within 3-4 business days of receipt to the warehouse

 

 

DO I NEED TO PROVIDE A RETURN TRACKING NUMBER?

No. We do not require the tracking number to be sent to us, but we do highly recommend keeping the tracking number on hand to confirm once it has been delivered to our EU distribution center.

HOW LONG WILL IT TAKE TO PROCESS MY EXCHANGE OR RETURN?

Once we receive your package back to our facility, our team will process your request within 2-3 business days. You will receive an email once it has been processed and completed.

HOW LONG DOES IT TAKE TO RECEIVE MY REFUND?

Once processed on our end, it may take up to 10 business days for the credit to appear on the method of payment, depending on the specific bank's processing time, but most refunds happen a lot quicker.

WHAT DO I DO IF I NEED TO RETURN DUE TO AN ERROR IN MY ORDER?

Oh no! We apologize for the mistake in your order. Please CONTACT our team right away.

 

WHAT HAPPENS IF CROSSROPE RUNS OUT OF MY LIMITED EDITION EXCHANGE ITEM?

We try our best to leave inventory of all sizes for Limited Edition productions so that we can accommodate any size exchanges.  However, sometimes that is not the case and we may run out of the item that you are exchanging for.  In this case, we would have to issue a refund instead of an exchange.  We apologize for the inconvenience and will do our best to prevent this from happening. 

 

 

Related articles