FAQ

Frequently Asked Questions

Delivery

We offer the following flat rate delivery charges:

UK £5.95
Europe £15.00
USA £25.00
Canada £30.00
Australia £30.00
New Zealand £35.00
Rest of the World £40.00

When an order is shipped you will receive an email notification with a Royal Mail tracking number.

For accurate information on the delivery status of your order please enter the tracking number into the Royal Mail website.

For items in stock:

If the item is in stock the goods will be shipped within 24 hours of the order being placed.

The estimated delivery times for UK orders is 2-3 working days.

For non-UK deliveries, the times will vary.

For made to order items:

If the goods you have ordered are not available from stock and are on back-order this means the goods are made to order items.

For all back-order items you will have received a message on the website when placing the order stating “Available on back-order”. It will also be stated in the order confirmation email.

Any item on back-order will take longer to be delivered than a usual stock item (for example delivery may take up to 3-4 weeks). A guide on the amount of time will be stated in the product description on the website.

You will have 1 hour to amend the delivery address after placing the order.

Please send an email via the contact form our website and include the new delivery address information. No delivery address changes will be accepted after 1 hour of the order being placed.

In the unlikely event that a parcel arrives damaged or faulty you must notify us within 24 hours of receiving the goods. The goods will be replaced as soon as the goods have been returned.

To notify us please send an email via the contact form on our website and send the goods to the return address: Crystal-Couture Limited, Edlogan Works, Chapel Lane, Cwmbran, NP44 2PP, United Kingdom.

Crystal Couture will pay the return postage costs for a damaged or faulty item providing it has been returned in its original packaging.

Please note: if the damage or fault is on a made to order (back-order) item, it may take an additional few weeks to re-make the goods.

If you have received the wrong item on your order you must notify us within 24 hours of receiving the goods. The correct item will be replaced as soon as the goods have been returned.

To notify us please send an email via the contact form on our website and send the goods to the return address: Crystal-Couture Limited, Edlogan Works, Chapel Lane, Cwmbran, NP44 2PP, United Kingdom.

We will pay the return postage costs for an incorrect order providing it has been returned in its original packaging.

Please note: if the error is on a made to order (back-order) item, it may take an additional few weeks to re-make the goods.

Please see our terms and conditions or returns policy for more information.

Returns

For all returns, please complete the return slip provided with your delivery note. It is also helpful if you email us when returning an item, thank you.

Returns should be free from marks or blemishes, with the original packaging. Please open your package carefully.

Please complete the returns slip which is included with your delivery note, choosing if you’d like a replacement size or to return the item.

Then post the parcel back to our return address.

write address here, including a town, city, postcode

You can also find our return address on the delivery note.

We offer a 14 day return period for unwanted items, return your item in new condition within this time for a refund.

Made to order items cannot be returned unless faulty.

Faults should be reported immediately on receipt of your order (within 24hrs).

Initially the customer pays to return an item to us. Postage will be reimbursed if the item is found to be faulty.

When returning an item, please keep proof of postage and use a tracked delivery service.

If return postage costs more than your delivery charge, contact us first.

Within 30 days from receiving a return, but as soon as we are able.

Products

Swarovski is a world renowned manufacturer and brand who produce high-end crystals. The quality and consistency of the cut means the crystals take the light beautifully.

Our products labelled with Swarovski are genuine Swarovski crystals.

Note: our AB Crystals are not Swarovski.

Our AB Crystals are an imitation of the original Swarovski Aurora Borealis crystals, it describes a finish applied to the crystals, which causes a rainbow effect of colour on the surface of the crystals.

Yes. Please send us a design or drawing and we’ll bring it to life, in all its crystal glory.

Contact us for a quotation

Please allow up to 8-12 weeks for your design to be created and delivered.

Yes, crystal products can be delicate and accidents happen! Contact us for more information.

We include spare crystals in every shoe box, for smaller repairs you’re happy to try.

Each of our products is carefully inspected by hand before customisation, so we know you’ll be happy with the quality of our products.

We’re careful to secure every crystal to an item, but we can’t guarantee that all the crystals will remain fixed when they’re worn a lot. This is why we support you with a repair service, and supply extra crystals with the items, so you get great life-time value out of your purchase.

Note repairs are not free of charge.

Store

We are currently not VAT registered so there will be no additional VAT charges on your order.

Contact Form

Fields marked with a * are required.