Our Store policies...
In today’s online shopping market, we believe that honesty is the best policy. That’s why we designed the most generous, fair, and transparent policies for our customers. Learn more below and reach out with questions.
Insurance & Refund cover
Your refund amount will be determined by YOUR chosen shipping method! Standard shipping is covered to £20 and signed for is £50.
UK orders above £50 should choose the "Special delivery" option for cover up to £500 in the event of loss or damage
If you you choose a shipping option that does not cover the value of your item you will not receive a full refund in case of loss or damage.
All international orders will be sent tracked and signed for with up to £50 cover in-case of loss or damage.
Tracking will be provided once item is shipped and will update online. - All international orders are subject to VAT and/or customs charges payable by the customer.
We do offer additional international coverage for up to £250 at the charge of £2.50 on top of the standard tracked and signed for price.
Please note in the case of loss or damage - a refund claim will be provided through the delivery provider - for international orders this can take up to 90 days to process and receive a refund from your claim.
Damages or lost items need to be mentioned within 48hrs of delivery confirmation by the shipping provider.
All appropriate evidence must be provided in order to initiate a claim via the delivery provider, this includes keeping the shipping materials and sending any images of damages to the packaging/item. If the evidence needed cannot be provided no claim will be valid or accepted.
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for custom or personalised orders.
All orders within the UK are shipped free as standard using a second class service.
Items will be shipped within 2-7 working days of receiving your order, however if there's any delays with this you will be notified. If we are not shipping for any reason, such as Christmas period or bank holidays, there will be a notification on the website.
Most items are shipped via Royal Mail, however some larger or heavier items may need to be sent with Parcelforce. Your shipping confirmation email will state which carrier they are with.
We ship internationally at additional cost to the buyer. The additional cost will be calculated at checkout dependant on weight and country.
We are not responsible for any customs charges, this is the buyers responsibility. We will not refund postage if item is returned due to customs fee that have not been paid. Please note that from 1st July 2021 all EU customer orders will incur custom fees regardless of the order value. It is the responsibility of the customer to pay this charge. If an order is returned to me on the basis of a refusal to pay the fees due, i will only be able to partially refund your order - less shipping costs and any costs incurred to me from customs.
In the event of a parcel been returned to us due to incorrect address, the customer is entitled to a refund less postage paid or must pay additional postage again.
We now offer both Clearpay and Klarna payments - this is a payment plan service provided by a third party, by choosing these options you agree to the user agreements set in place by clearpay/Klarna and not The Crystal Casket.