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

Jordan Drop FAQ's

How many pairs can I buy during a Drop?

Jordan 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.

What is a Shock Drop?

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 will not be completed if there is a stock discrepancy at any time before the payment has been correctly processed.

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

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?