We want you to be 100% satisfied with our service and delighted with your online purchase, but if that's not the case you can return any item for exchange by notifying us in writing of your wish to return your online purchase within 14 working days of receipt, as long as it is unused and in its original packaging (firstname.lastname@example.org)
We will be happy to exchange the item with any item/s that is available within our online store, subject to a balance being paid for items that are of a higher value than the original purchase. We will send any exchange items free of postage charges.
You have a right to cancel your online order within fourteen working days of receiving your purchase. This fourteen day period begins the day after you receive the items from us. Please notify us in writing within fourteen working days that you wish to cancel your order and that you intend to return the item(s) and we will be happy to offer you a full refund including the cost of a standard 2nd class delivery charge.
How do I return something?
Making a return or exchange is easy. Email email@example.com to notify us of your wish to return a purchase within 14 working days from the day after you receive your order. We will then email you back with a return reference number. Once you have received the Return Reference Number by email, include it with your item when returning it.
Make sure your returns are securely wrapped and post your item(s) back (within 28 days of receiving your order) to us at:
11 Astoria Court
116 High Street
Include a daytime telephone number and email address in case we need to contact you about the return. If you no longer have your delivery note, please include a letter giving your name, address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why, and what you wish to exchange for.
Parcels are returned at your own cost, and we recommend you obtain a free certificate of posting from the Postal Service as we are only responsible for your parcel once it has been received into our warehouse. Items lost in transit will not be treated as returned.
What if the item is faulty?
We are always very disappointed on the rare occasions our customers receive a faulty item. Items are classified as faulty if they are received damaged, or where a manufacturing fault occurs within one month of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it subject to availability. You will receive a full refund if the item cannot be repaired or replaced.
We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item
If a fault develops outside of the 14 day return period, or the item is difficult to package and return, contact us on 0800 0025 795 or by email firstname.lastname@example.org before you return the item so we can discuss the fault with you and agree the best way forward. We cannot accept an item returned as faulty if the damage caused to the product is clearly due to wear and tear or misuse.
How do I arrange an exchange?
If you wish to exchange an item, we suggest you return the item using our return procedure, within 14 days of receipt, and order the new item separately.
Can I return an item I received as a gift?
An item that was received as a gift can be returned or exchanged for gift vouchers. An email will be sent to the person who made the original purchase when the exchange is completed.
How long will it take to deal with my return?
Once your parcel has been received at Crystallis, it can take up to 10 working days to fulfill your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on 0800 0025 795.