FAQs

Account / Payment

Yes, we need you to sign an account to our website in order to shop online with us.

Once you have registered you can access your account at anytime by clicking on the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, track your orders and manage your account password.

Did you think of your password a bit too quick? No problem. Click on forgot password and we’ll send you a reset link to your account email address.

We accept all major credit cards (Visa, and MasterCard).

Shipping / Exchange

Shipping costs are calculated based on the shipping location and the size of your order. The total amount of the shipping cost would appear at the payment page before you confirm your order, so you could check before placing order with us.

Exchanges may be done within 14 days from purchase date. For more information regarding our Policies, please visit here.

Crossover Online Store ships worldwide, please note: International orders may be charged customs fees by the destination country’s government. We have no control over if and how much you are charged for customs. We are not responsible for any additional charges the destination country imposes on you.

Please note: We ship to almost every country worldwide except for a few exclusions. Please email order@crossoverconceptstore.com if you do not see your country listed.

We understand you want your new gear as soon as possible so we’ll email you as soon as it’s been dispatched to let you know. We'll also send you a link which you can use to access our couriers website to track the delivery.

The order will be shipped directly from our main HQ where the warehouse is at Johor Bahru.

We're only human and occasionally mistakes can happen. If it’s happened to you we’re very sorry and we’ll do our best to get the right items to you as soon as possible. Get in touch with our Customer Service team here and let us know.

Orders

Once the order is placed you cannot cancel it. 

Unfortunately, you cannot modify or edit your shipping address once order is successfully placed.

In-store pickup is not available yet.

Every customer inquiry is important to us, and we strive to have your questions or concerns resolved as promptly as possible. Response time is usually within 48 hrs. If you wish to speak with a customer representative please call 07-352 1775 during business hours 8:30AM – 5:30PM (GMT 8+) Monday to Friday or email order@crossoverconceptstore.com.

Products

We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details.

If you do need any more info send an email to our Customer Service team and we'll do our best to help you out.

We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It’s worth noting that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for information on the colourway.

You can learn more about us and stay connected by subscribing to our Newsletter Email, and by following our FacebookTwitter, and Instagram.

Club Member

Crossover Club Member is a membership that allows you to earn points, redeem rewards, exclusive promotions, and the first-hand news. Signing up is free. Please refer to the Crossover Club Member Terms and Conditions here.

You can join while creating an Crossover account.

No. You’ll only receive point for purchases after you’ve joined the program.

Each Crossover Club Member need a email address associated with his or her account. Your email address is required to track in-store purchases. Members will only receive credit for in-store purchases if their email address has been provided.

Points can be earned regularly through the following ways:


1. Every RM 1 spent = 1 point*

2. Bonus Points (e.g. Birthday 1000 points)
3. x2 Points (e.g. Member Day* and other promotions*)

*Excludes the purchase of Gift Card (online or in-store) and shipping costs.


There are also one-time bonus points for the following actions:
1. Create of Crossover Club Member account - Welcome Bonus = 100 points.
2. Follow us on Instagram = 300 points

It's quick and easy to check your point balance! You'll need to be logged in to view your points. Once you do, you can check your point balance at 'My Account' or click here.

Forget password?
Key-in your registered email address and click 'Submit' at here. You will received an email to reset your password.


Still unable to login?
Reach out to our Customer Service Team here.

In line with our pledge to be more sustainable, we're moving towards cardless membership. All you have to do is provide your email address when shopping in-stores or shop online to earn and redeem points!

Rewards are available for redeem at Crossover Online Store only.

To redeem rewards online, there are 4 simple steps:

1. Log in to your account and go to Rewards Page or click here.
2. Click on the Rewards tab and find the available rewards you wish to redeem.
3. Once the reward has been unlocked, you can directly copy the coupon code. (you also will received an email for your record)
4. Paste the coupon code when checkout and complete your purchase.

You must enter your date of birth at the Rewards Page. Please note that, the Birthday Reward need at least 30 days to validate the reward.

The Birthday Reward will be issued on the actual date only. You will received an Birthday email or you also can check the status on History tab at Reward Page.

Your purchase with a promo code or Reward still entitle you to earn points! Only the total paid amount will be accumulated for points (excluded coupon used, purchase of gift card and shipping fees)

Unfortunately, all points from the purchase, including bonus points, will be deducted from your account when an order been canceled or an item is returned.

Unfortunately, rewards may not be returned or exchanged for points, cash, another reward, or gift cards.

All previous (before Oct'20) active members account and balance points has been updated to the new Crossover Club Member site. Kindly sign up or login using your registered email address.