Help & FAQ's

Contact our Support Team

Monday to Thursday between 10.00am & 2.00pm

What would you like to contact us about?

We'd love to hear from you... Whatever it may be, we aim to answer all of our customers' questions as quickly and as efficiently as possible.

Simply select a category from the drop-down list below, or complete our simple contact form with as much detail as possible, and click submit!

Don't forget, our customer services team is available Monday to Thursday between 10.00am & 2.00pm and you can always email us at info@premiumbrands.com.au or call us on 03 9580 5260.

To contact our Melbourne Flagship Store, please phone 0448 157 827 Tuesday to Sunday between 10am and 4pm. You can find out more about our physical store here.

Frequently Asked Questions

How do I order spare parts?

For general pram and stroller parts you can view our Spare Parts range, or alternatively contact our Customer Service Team online. For Coach built spares please contact either of the below authorised stockist.

Baby Birds (www.babybirds.co.uk)
Tel: 013 0585 3799

Coach built pram spares (Online only)
www.prams.uk.com
stevenherbert@ntlworld.com

Do you deliver internationally?

Unfortunately, we are only able to offer shipping to Australia and New Zealand.

Do the cot beds come with a mattress?

No, the cot beds do not come with a mattress. However, we do manufacture mattresses which can be purchased as an additional accessory.

Do you manufacture a buggy board for your travel systems?

We do manufacture a buggy board for the Coat and Wave (2019 onwards) which is found under Accessories, however this is not compatible with other Silver Cross models.

What is the anticipated delivery time for my furniture order?

The expected delivery time for furniture delivery only is within 2 weeks. For ranges which include assembly we say to allow up to 4 weeks.

Can the Wayfarer/Pioneer/Surf components be used on the Wave or can the Wayfarer/Pioneer/Surf be converted into a double?

No, Wave and Coast are the only Silver Cross travel systems which are designed to carry a second child. Unfortunately components from other Silver Cross travel systems are not interchangeable nor compatible with the Wave or Coast chassis.

How do I use my Wave with the seat unit at the bottom?

The Wave can be used straight out of the box in the following configurations:

  • Carrycot parent facing
  • Seat unit parent facing
  • Seat unit world facing
  • Carry cot below, seat unit above - both parent facing.

By adding additional accessories - an extra carrycot, a tandem seat or a car seat - the Wave can be used in up to 16 different configurations. Therefore, if you wish to use the configuration whereby the seat unit is on the bottom world facing and the carrycot is on the top parent facing, you would need to purchase the additional tandem seat unit.

Can I place a website order over the phone?

No, unfortunately we cannot place web orders over the phone.

Which car seat is my Silver Cross travel system compatible with?

All current ranges of the Wayfarer, Pioneer, Surf, Sleepover, Wave and Coast are compatible with the Simplicity or Dream car seat, adaptors are required. For use with other brands of car seat there are alternative adaptors available.

Where can I see your products on display?

We are unable to keep an up to date list of products that each of our authorised stockists have on the shop floor. We would therefore suggest that you visit our Store Finder online - this will allow you to access the contact details of the stores within your area, giving you the opportunity to contact them to ensure that they have the product that you wish to see available, before visiting.

For information regarding furniture items on display, please contact us to speak with our Customer Service Team.

How do I make a complaint?

You can submit a complaint about our products or services you can do so through one of the following channels: fill in our contact form online or email us at info@silvercross.com.au. We would kindly ask you to provide your contact details (name, address & phone number), your product and also full details of your issue.

If you would prefer to contact us by post please send your letter to: Premium Brands, Silver Cross Australia & NZ, 10 Capital Court, Braeside, Victoria, 3195. Once your complaint has been received we will do our best to contact you by phone or email within 2 working days.

How do I register the warranty for my pram?

You can register all wheeled goods on our website through our Warranty Registration page. Please note registering for the 3-year warranty must be done within 28 working days of purchase.

How can I make a warranty claim?

Please make sure that you register your Silver Cross product as soon as you get it. To make a warranty claim please use our online Warranty Claim form and we will be happy to assist. To enable us to assist you in the best possible way, please provide your full contact details (name, address and phone number), which Silver Cross product you have, along with the serial number, date of purchase and full details of the problem and how it arose. We may also ask you to provide pictures or other relevant information, as well as a copy of your proof of purchase.

Can you still help if my product is outside of its standard warranty?

Yes, no problem, we will always look to assist regardless of your warranty, and we have a list of spare and replacement parts that are available to be purchased. We also offer a Product Service, which is when we can collect your product and bring it back to our expert Service & Repair Team to inspect and refresh, for a set fee (please note this does not include any parts affected by wear and tear). However, both these services are dependent on the age of your product and spare part availability.

Is my warranty valid worldwide?

No, your Silver Cross product is supplied with a warranty that is only valid to the country of purchase.

How can I wash my seat fabrics?

We would suggest that you follow the fabric wash care instructions included with your pram, however we would suggest that you never machine wash, tumble dry, iron or bleach your fabric items.

How do I clean my Silver Cross chassis?

We would suggest cleaning your chassis with a soft sponge and warm water and wipe off any remaining water with a dry cloth. If you have any mud, sand or debris in the mechanisms or wheels we would suggest using a soft brush to clean thoroughly. We would always suggest keeping your chassis clean and free from dirt and debris.

Contact our Support Team

Monday to Thursday between 10.00am & 2.00pm