We pride ourselves on excellent customer service and an efficient, reliable customer experience. Occasionally though problems do occur. When this is the case, for whatever reason, we will always do our best to resolve any issues as quickly as possible.
To return your Crystalex order, you can do so within 30 days of purchase, provided the item is in its original condition and with the packing note enclosed. Please note that bespoke and personalised orders are non-returnable. If you wish to return an unwanted item, the cost of postage will be your responsibility. We kindly ask that you do not return any broken or damaged items. Instead, contact our customer service team for assistance.
To return your item, securely package it and send it to the following address:
Crystalex Returns,
Dartington Crystal,
Linden Close,
Great Torrington,
Devon,
EX38 7AN
RETURNS TERMS & FAQ’s
All standard product can be returned to us up to 30 days after purchase. Exceptions include, bespoke and personalised orders, which are not available to be returned.
Ensure all returns are sent back in their original box and condition with the packing note enclosed. This allows us to process any returns as quickly as possible. You can return an item to us, via the method of your choice but for peace of mind, we advise that all returns are returned to us via a tracked postal or courier service. Please note the cost of returning an unwanted item will be the responsibility of the purchaser and never send back broken items.
To be eligible for refund or exchange, products returned to us must be in an acceptable condition; this means that they must be complete, in perfect condition, unused, unwashed and with the original packaging. Should the product and/or packaging be returned to us in an unsellable condition. We reserve the right to refuse the refund and an online credit will be issued.
Below we have outlined the best practice for resolving any queries you may have regarding orders you have received;
UNWANTED/CHANGED MY MIND
If you have changed your mind upon receiving the items, or they are not as you were expecting for any reason, just let us know within 30 days of ordering and the goods can be returned for a full refund. If your item is returned to us outside of the 30 day return window, a voucher or store credit will be issued instead.
DAMAGED OR DEFECTIVE PRODUCTS
If upon opening your parcel you find that any of your items have arrived damaged or broken, please do not return the items to us. Send us a photo of the damaged goods, along with your name and order number, to [email protected]. We will then get in touch with you and arrange for a replacement to be sent out at the earliest convenience.
PRODUCT IS NOT WHAT I ORDERED
If for some reason you believe you have not received the items you originally ordered, please send us an email to [email protected]. Provide us with as much information as possible, including your name, order number and if possible a picture of the items you have received. We will then look into it for you, get in touch and arrange for our couriers to send out the correct items and collect the incorrect delivery. We cannot guarantee that the collection and delivery will happen at the same time so please make sure you package up the goods to be returned in their original box and have them ready. We will email you a courier postage label to attach to your parcel, so you do not need to worry about this.
EXCHANGES
Unfortunately, we do not offer exchanges on online orders.
If you have any other questions regarding returns or replacements, please contact us at [email protected] or give us a call on 01805 626221.