If you do not like the goods you have purchased or have changed your mind, you can cancel the order. You must inform us via email so we can advise you of the return destination details. Please send any emails regarding the returns policy process to admin@crystals-n-gems.co.uk
Simply return the item/s to us in its original condition with any original presentation boxes or pouches within a seven-day cooling-off period from the time you received the item/s.
On satisfactory receipt we will issue a full refund of your items returned. We will not refund any postage costs incurred in either the original order or the return.
All orders in December have until 14th of January of the following year to claim a refund or exchange.
We do advise when returning an item you get proof of posting as we cannot accept responsibility for a returned item lost in the post.
Earrings: If these items have been removed from the bag or if the bag has been tampered with, we cannot refund or exchange the item due to hygiene reasons.
Any items that are made to order or personalised can not be refunded or exchanged.
Goods damaged in transit will be replaced with no additional delivery charge. Please inform us via email within 2 days of receiving your order. Please provide photographic evidence to be used by us as proof of damage in any future claim against the carrier.
You have the right to return a faulty item within a reasonable period of time. Please keep any warranty information that accompanies your item as this may be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact us directly so that we can rectify the problem for you. If you choose to return the item to us, contact us within 30 days of receipt. Refunds will only be issued after conformation that the item is defective as a direct result of the failure of any Crystalsngems processes.
In case that the item has become defective after 30 days and can be direct attributed to crystalsngems being at fault please contact our customer service to obtain advice and information.
As soon as you find out we have sent you an incorrect item, please inform us via email within 2 days of receiving your order. We will then advise a returns destination address to speed up the return. If you want us to replace the item we sent you with the item you ordered, advise us and we will send you the correct item as soon as we can after the incorrect item has been received back in its original condition and packaging. We will refund all reasonable postage in this instance.
Cash refunds for gifts can only be made to the payment card holder who purchased the goods. If you buy a gift online, the recipient will not be able to get cash refunded if they want to return the item. If a recipient does want to return a gift, we will exchange it for a credit note code to the value of the gift at any crystalsngems online store within the cooling off period. You must provide proof of purchase from Crystalsngems.
Our refund policy does not affect your statutory rights. For further information on your statutory rights, visit www.consumerdirect.gov.uk.