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(Making a purchase)
Please note that the prices shown on the website include VAT, your invoice will show a separate item cost and a VAT amount.
All personalised items will be subject to a flat rate engraving charge of £5.00 (£4.16 ex VAT).
The creation of artwork and the typesetting of text is free of charge when a customer is able to send “engraving ready” high resolution images of the required design. These usually need to be files with a suffix of .Ai, .EPS or .PDF
Please note JPEG images need to be very high resolution to get the best results from engraving.
If we deem the artwork to be low quality or unusable, we will inform you. If you require artwork services to make your image usable, an artwork charge of £35.00 will be applied to your invoice.
Where an engraving includes an image, logo, crest, or text, we will always send a proof via email, before beginning the engraving process.
It is the customers sole responsibility to check and approve all artwork, spelling, dates, and positioning and inform us of any changes that need to be made in plenty of time to meet your deadline.
Crystalcraft cannot take any responsibility for any errors detected after receiving your approval of the proof sheet.
After browsing our website, and selecting items that you may wish to buy, simply give us a call on 01384 482991, or select “contact us” to send an enquiry email. At this current time we do not have a shopping cart for instant payments due to fluctuating availability of stock.
If you wish to cancel an order before the engraving process begins, PLEASE CALL US. We endeavour to engrave all orders as quickly as possible, so contacting us by email will not enable us to read your message in time to cancel your order.
Please note that personalised items, once engraved cannot be cancelled.
Out of Stock Products
If we are temporarily out of stock of any items, we will email or call you with an expected delivery date or an alternative item suggestion.
Returns Policy
In the unlikely event that any of our products arrive damaged please contact us within 3 days of receipt and we will arrange to send you replacements. We may sometimes require the product to be returned and if this is the case we will refund you the cost incurred. Under normal circumstances we will require photographic evidence of the damage within the first 3 days after receipt of your order.
If you are unhappy with your goods, please use the “contact us” page to inform us of the issue so that we can endeavour to correct it.
Returning Goods
We are sorry, but personalised goods cannot be returned for refund unless damaged.
None personalised items are accepted for return and refund with prior arrangement.
Please use the “contact us” link to get in touch.
Failed Deliveries
Goods are normally despatched using a tracked service from a reputable courier.
If there is no one in to receive the goods, the courier will leave a card. It is your responsibility to contact the courier to rearrange delivery. If the goods are returned to us you will incur an additional £4.95 redelivery charge.
Customer Service
If you have a query with your order, please call us on 01384 482991 Monday – Friday 9am - 5pm. alternatively email us on info@crystalcraft.org.uk
We are a very friendly company and will always try and answer your queries straight away. We have so many products on our website that occasionally an error or inaccuracy with pricing or sizes may occur. If an item’s correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.
Payment
We prefer that all orders are paid via secure BACS transfers using the banking information shown on your invoice. Cash is accepted if a customer chooses to collect their order in person from the workshop. If an alternative method of payment is required, please contact us for instructions.
Privacy & Security
We do not disclose buyers' information to third parties.
Email addresses, delivery addresses, artwork proofs and details of items ordered are securely stored on offsite servers and can be individually and permanently deleted by request.
Please contact us to arrange this using the contact us form.