Customer Help

If talking to a real-life human is more your thing,
you can reach our Customer Support Team via email (below).

Coupon Codes

How do I use my coupon code?

Once you have selected your items to purchase proceed to the Check-out page. On this page you will find a box above the total on the right-hand side called Discount Code.

Type or paste your code in the box and click Apply. Your total will now reflect the discounted amount.

My coupon code did not work, why?

Be sure that you typed in the correct code. While codes are not case-sensitive they are easy to type incorrectly.

Some codes are linked to a promotion where the offer has an expiry date. Check the Promotions page to ensure the offer is still valid.

Some of the products on offer do not qualify for discounts due to the agreement with the brand owner. In this case these products have been automatically excluded.

Shipping and Returns FAQ's

What is a PARGO Pick-Up-Point (PUP)?

PARGO is our Courier Partner that has collection points across South Africa to make collection easy and convenient for you.

If your order is over R750 it is FREE Delivery as per our standard delivery service

To read more about PARGO you can visit their website

To see PARGO Pick-up Point click here

To read more about PARGO’s Terms & Conditions click here

What classifies as a working day?

Working days are days in the week excluding weekends and public holidays.

I need to return my purchase, what do I do?

Our policy is valid for 30 days. Should the 30 days lapse since date of purchase, no refund or exchange will be accepted.

Eligible returns, will only qualify and be based on any item purchased being accompanied by and/or:

- Original receipt of purchase Item/s being unused.

- Returned in the same condition received.

- In the original packaging.

 

Process to follow should a return or exchange be warranted:

Please send us an email requesting:

- An exchange / refund.

- Provide reason for return / exchange.

- State your order number for easy reference.

 

The entire process will be communicated to you and included in the acknowledgement reply, in order to complete your return / exchange.

 

Exceptions - where partial refunds are/will be granted:

- Any item not in its original condition.

- Is damaged or worn for reasons not due to manufacturing faults, malware, wear and tear or general error.

- Any item that is returned exceeding the 30 day window
period, post delivery

 

To read more about our ONLINE EXCHANGE/ REFUND POLICY click here

Online Shopping FAQ's

How do I shop online?

1. Register your account first.

2. Use the dropdown menu to find the category you are looking for.

3. Click through and take your time in finding the perfect item.

4. Click on the product selected, choose your size and Add to Cart.

5. You can then Proceed to Check Out where you will pay and Select your pick up point.

Please note that Payment Clearance takes up to 48 hours (working days) and then your package will be dispatched once payment has cleared
through our secure payment gateway.

Are my card details safe?

YES. We understand your concern and assure you that your credit card
information is encrypted and protected by our payment gateways, PAYFAST and Pay Just Now.

To read more about security at PAYFAST click here

To read more about security at Pay Just Now click here

Exclusive Drop FAQ's

How many pairs can I buy during a Drop?

Exclusive Drops Online are limited to ONE PAIR PER CUSTOMER.

Please note that any policy violations may result in your account
being blacklisted. Blacklisting remains the sole discretion of The Cross Trainer.

Duplicate raffle entries, including entries for different sizes, will disqualify all entries from the raffle. This in done at the sole discretion of The Cross Trainer.

What time is the Drop happening?

Online Raffle times will be announced on social media. Follow us to stay up to date.

Shock Drops are drops online that will not have a specified time on the day, but will drop anytime during the day.

What is your policy on re-selling?

We do not condone re-selling and we will limit pairs per customer as per our T’s and C’s.

My sneakers disappeared from my cart, what happened?

While we do our absolute best to bring you a flawless online shopping experience, please understand that drops put a huge amount of strain on our system. Unfortunately, because of the volume of people interacting
on the same page at the same time, we cannot make any guarantees that products in your cart are secured before you have checked out. Only once you have fully completed the check-out process can you be certain that
you have secured the product.

Your payment may be completed even if there is a stock discrepancy at the time of payment. Should this happen, all orders will be treated on a first come first serve basis. A refund will be processed where necessary.

Please note that stocks are incredibly limited for popular products, which means that unfortunately some people are going to miss out.

What is a Drop Raffle?

In an effort to make exclusive product drops more fair to all fans, The Cross Trainer has decided to use a raffle to select those who will be given the opportunity to purchase.

Successfully entries are selected using a 3rd party online random selector from the entries received via the Drop Day confirmation forms.

How does a Drop raffle work?

In order to take part in our exclusive product drops, you need to first sign up to The Drop mailing list here.

On Drop Day you will receive an email with a secret link to confirm your details for that specific drop. Submission at these links will only be allowed for a limited amount of time. Once this time limit has lapsed we will draw the entrants who then have the opportunity to purchase their preferred size.

If selected, you will be contacted directly via the email address provided. If you do not complete the purchase within a set period, your product will be offered to someone else.

Can I purchase sneakers with a bot?

We dont tolerate bots on our store!

Bot purchases will NOT be fullied and they will NOT be refunded.

Newsletter sign-up discount

How do I get my 10% Off?

Once you have completed the newsletter sign-up form, either in the pop-up or at the bottom of every page, using an a valid email address that you have access to, proceed to the email client for that email address. You should have received an email from us entitled "Confirm you want to receive email marketing".

After clicking the "Yes, I confirm!" button in the email you will be redirected to a confirmation page on this website with a coupon code to be used when you next checkout.

Remember to check your email spam or junk folder for the email. If you find the email here, remember to mark the email as Not Spam to ensure all future email arrive in your inbox.

I didn't receive the confirmation email

Please ensure that the email address used is correct. You will not be able to receive the confirmation email without submitting a valid email address that you have access to.

Remember to check your email spam or junk folder for the email. If you find the email here, remember to mark the email as Not Spam to ensure all future email arrive in your inbox.

If you are certain that the email address is correct and the email has not been received in your Inbox, Promtions or Junk/Spam folder, please contact our Customer Support Team to manually confirm your subscription and supply you with a coupon code.

I have my code but how do I use it?

Once you have selected your items to purchase proceed to the Check-out page. On this page you will find a box above the total on the right-hand side called Discount Code.

Type or paste your code in the box and click Apply. Your total will now reflect the discounted amount.

Get in touch

Have questions about your order, or a general enquiry?