WHAT IS THE DELIVERY TIME FOR MY ORDER?
All orders with products that are in-stock, are shipped within 1-3 business days of placing an order*. If your order contains one or more items that are currently out of stock, we won't ship your order until all of the items are here. If you would like your items to ship separately, please place two separate orders; otherwise, a split-ship fee can be paid to have your order sent out in multiple parcels. Once your order has been handpicked and prepped for shipping, an email confirmation will be sent out. *orders placed during sales and promotions will be subject to a longer processing and shipping time.
How will I know when my order has been shipped?
You will receive an email with a tracking number, confirming that your order has been shipped (be sure to check your spam folder).
Half of my order is on pre-order, will I receive separate packages?
If your order contains a pre-order item, all items will ship together when the pre-order item becomes available. If you would like your items to ship separately, please place two separate orders; otherwise, a split-ship fee can be paid to have your order sent out in multiple parcels.
Do you ship internationally?
As of right now, we only ship within continental North America. However, large furniture pieces like beds and sofas are only available for shipping within the Province of British Columbia at this time.
Will I be charged duties and taxes for my international order?
All international packages may be subject to duties and taxes. The Cross Decor & Design is not responsible for these additional fees. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information!
Can I do in store pickup?
Yes! A curbside pickup option will become available at the checkout once the shipping section has been filled out. Please note, this option is only available to B.C. residents.
How will I know when my order is ready to be picked up?
You will receive an email confirmation saying your order is “Ready for pickup!” (be sure to check your spam folder).
What should I bring with me when picking up my online order?
Please bring your order confirmation email (shown on your mobile device). Someone else may also pick up your order, as long as we have been informed or if they bring the confirmation information.
How much will it cost to ship my order?
Shipping costs vary depending on the items in your order. For small standard items like decor and accessories, our standard shipping rate across Canada is $15.00 CAD and our standard shipping rate across continental United States is $45.00 CAD.
When is your holiday shipping cutoff?
To ensure that your gifts are under the tree in time for Christmas, our shipping cutoff is Wednesday, Dec. 9th. There are no guarantees for orders placed after that date.
Returns & Exchanges
WHAT IS YOUR RETURN/EXCHANGE POLICY FOR ONLINE ORDERS?
Return online purchases for a full refund within 7 days of receiving your order. Sale items, special orders, and shipping/delivery fees are final sale and non-refundable.
MY ITEM ARRIVED DAMAGED/BROKEN, WHAT SHOULD I DO?
Oh no! Please send us an image of the defective item to email@example.com to start a claims process for the item(s). Either a replacement or refund will be issued depending on the case. Please note, all damages must be emailed within 7 days of the parcels delivered date to be covered.
What is your return policy during the holiday season?
Holiday gifts can be returned for exchange or store credit prior to January 7th, with gift receipt.
Ordering & Payment
IS YOUR WEBSITE IN CAD OR USD?
All prices are in Canadian dollar currency.
CAN I MAKE AN ADJUSTMENT TO MY ORDER?
We start working on your order as soon as we get it therefore, we are unable to make any changes or modifications after the order has been placed.
WHY IS MY PURCHASE BEING DECLINED WHEN USING MY CREDIT CARD?
Confirm that the mailing address for your credit card matches the billing address that’s on file with your bank. Should your credit card decline, you will need to contact your bank directly.
WHAT DOES PRE-ORDER MEAN?
Order an item before it is available. Once it is available, you will be notified that your item has been shipped or is ready for pickup.
WHAT DOES SPECIAL ORDER MEAN?
This item is not part of our immediate stock but is available to purchase. Once you have placed your order, we will notify you when the item has been shipped or is ready for pickup.
Gifts, gift cards & Registry
DO YOU GIFT WRAP?
Due to Covid-19, we aren't offering our gift wrapping services at this time.
CAN I BUY GIFT CARDS ONLINE?
Unfortunately at this time, gift cards are not available to purchase online.
CAN I USE GIFT CARDS ONLINE?
Unfortunately at this time, you are not able to redeem gift cards online. Please give us a call at 604.689.2900 or email us at firstname.lastname@example.org for assistance.
DO YOU OFFER A GIFT REGISTRY?
We no longer offer gift registries. However, we do have a selection of beautiful gift cards for many special occasions. Please send us an email at email@example.com for gift card requests.
Furniture & care
- HOW DO I MEASURE CORRECTLY?
ARE THESE ALL THE FABRIC OPTIONS THAT YOU HAVE AVAILABLE?
No, we have a wide selection of catalogues available in our shop. However, our Creative Director curates her favourite picks, which is what we have available online. You can email us at firstname.lastname@example.org to get more information on other fabrics!
WHAT IS THE NAME OF THE FABRIC THAT JILLIAN HARRIS USED FOR HER BED?
Jillian Harris used a custom pink fabric for her bed called Rose Quartz. Please email us at email@example.com for more details.
WHY IS MY FABRIC PILLING?
With fabrics that are cross-woven, pilling or balling can occasionally occur. This is essentially caused by the excess fibers being pushed to the surface as they’re being sat on, which is why you are seeing this on the seat cushion and not other parts of the sofa. Once excess fibers have lifted up, the pilling will stop and the fabric should look good as new. You could also easily remove these pills with the use of a “sweater shaver."
WHAT SHOULD I DO IF MY UPHOLSTERY LOOKS DIRTY?
We recommend that you vacuum your upholstery on a regular basis and have it professionally cleaned once or twice a year.
WHY IS MY SOFA STARTING TO SQUEAK?
Due to the materials used (wood, springs, foam etc.) and how the sofas are constructed, you may find that it will squeak from time to time. No matter how strong it is, no sofa is 100% free from squeaking. Please note that it is completely normal and it is suggested that you give your sofa some time to fully settle in.
IS EVERYTHING ON YOUR WEBSITE AVAILABLE IN STORE TO SEE IN PERSON?
Our website is like an online catalogue. Not everything online is floored or readily available in our shop. Larger pieces of furniture such as Beds, Sofas, Tables or Rugs often need to be special ordered per your request. If you would like to know whether or not the item you’re interested in is currently floored in our Yaletown shop, please email us at firstname.lastname@example.org or call 604.689.2900
WHAT IS THE WARRANTY ON YOUR PRODUCTS?
Exclusive upholstered furniture is under a one (1) year warranty against seam slippage, fraying and dye transfer, only if any cleaning conforms to industry standard methods. Any quality or workmanship issues should be reported to The Cross Decor & Design as soon as they occur. Please take the time to view our Warranty sheet for more information.
What is your JEWELLERY TIMELINE FOR CLAIMING DAMAGES?
For all repair inquiries, email email@example.com. Please include your name, proof of purchase (order #/receipt #), a description of the repair required as well as a photo of the damage. We reserve the right to deny unreasonable repairs.
HOW SHOULD I CARE FOR MY JEWELLERY?
Always remove your jewellery when applying sprays, perfumes, and lotions. Jewellery should also be removed when showering, exercising, and swimming. To keep your pieces in the best condition, wipe down with a soft cloth after each use. When storing your jewellery, keep in a jewellery box or a plastic or fabric bag. Storing it away from light and oxygen will help prevent your pieces from tarnishing and oxidizing.
DOES YOUR WEBSITE INCLUDE ALL PRODUCTS AVAILABLE IN STORE?
Not all products in store are available online. Some items are too fragile to ship and that is the reason for it not being available in our online shop. If there is an item you’re interested in that isn’t available online, please email firstname.lastname@example.org.
WHEN ARE YOUR YEARLY SALES/PROMOTIONS?
We have 2 annual sales each year. Our Winter Sale is in January and our Summer Sale is in July.