Returns Policy

How do I return a made to order shoe?

Once the shoe has been made it is a bespoke item and cannot be returned. Once you have purchased the bespoke order if you are concerned about the size/fit you may request to try on a sample shoe.

If you request a sample shoe we will send you the shoe in 2 different sizes (for example the left shoe will be in a size 5 and the right shoe will be in a size 6). Please send your request via the contact form on our website.

How many days do I have to return an item?

We offer a 14 day return period for unwanted items purchased from stock. Made to order items cannot be returned unless faulty or received in error.

What happens if my shoes don’t fit?

Items from stock:
For unwanted items purchased from stock you must return the item(s) within 14 days. The item(s) must be returned in a new condition, free from marks or blemishes in the original packaging. Please open your package carefully.

Please complete the returns slip which is included with your delivery note and send the item(s) using a tracked delivery service for proof of postage.

It is also helpful if you notify us via the contact form when returning an item, thank you.

Made to order items:
Made to order items cannot be returned unless faulty or received in error.

What happens if I’ve lost my return slip?

If you have lost the return slip and are eligible to return the item(s) please notify us via the contact form and return the item(s) to the address: Crystal Couture Limited, Edlogan Works, Chapel Lane, Cwmbran, NP44 2PP. Please also use a tracked delivery service for proof of postage.

What is the returns address?

The returns address is Crystal Couture, Edlogan Works, Chapel Lane, Cwmbran, NP44 2PP, United Kingdom.

Who pays postage on returns?

The customer is liable for the postage cost unless the item has been delivery faulty or in error.

If the item is faulty or received in error, initially the customer pays the return postage. Postage will be reimbursed if the item is found to be faulty or posted in error.

Please use a tracked delivery service for proof of postage.

If return postage costs more than your original delivery charge please email us via the contact form on our website first.

How quickly will I receive a refund?

We will process your return within 30 days from receiving the item(s).

How do I return a damaged or faulty item?

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.

I’ve received the wrong item, how do I return it?

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.

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