Help & FAQ's
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.
For general enquiries or order updates, contact our dedicated team via email at firstname.lastname@example.org. For sales enquiries please contact your local store (note our open hours).
For repairs, all requests must be submitted via our Repairs Submission form found here.
Frequently Asked Questions
Wave is our single to double pram, the only pram in our range which converts to a double pram. The basic package includes both the carrycot and reversible seat unit (which can be used on their own or together as a double).
The Pioneer is a single pram, which includes both the carrycot and reversible seat unit.
Reef & Dune
Reef and Dune are compact single prams which come with a seat unit only - the seat unit can lie completely flat and has been approved to use from newborn. The carrycot or soft bassinet are optional and sold separately.
Please ensure that the stroller has been opened properly according to instructions and that all parts have been clicked in (the top handlebar, the 2 sidearms). Please see this video for further instructions.
Please see this video for Wave single to double features.
The Wave includes both the carrycot and top seat. with these two units - the only configuration as a double is to have the main seat unit on top, and the carrycot at the bottom.
For the full 25 different configurations, you must have the bottom 'tandem seat', which is sold separately, or part of a Wave bundle.
Our prams are compatible with all Maxi Cosi capsules, Nuna Klik and Nuna Pipa car capsules.
The Wave, Pioneer, Reef, Dune and Jet are compatible with these car capsules. Please see the accessories page for relevant capsule adaptors.
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.
Here is a short video from our Silver Cross Australia YouTube page to assist with the care and cleaning of your pram.
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.
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 email@example.com. 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.