FAQ
What delivery options do you offer and how much do they cost?
Our standard UK delivery is FREE for all orders over £30, or £2.95 below this amount, and will be sent on a Royal Mail 48 service. You have the option to select Express Delivery (we use APC for their reliability) for £5.95, which is a next day service.
How long will it take for my order to arrive?
All orders placed before 1pm (Monday to Friday) are dispatched the same day. Orders received after 1pm will be sent out the next working day. Orders usually arrive within 1-3 working days from confirmation of dispatch.
Please allow 5 working days for delivery from the date you receive your order dispatch confirmation email, if your order still has not been received please get in touch at thecrystalwillow@outlook.com and we can assist you.
I live locally can I collect my order rather than pay the delivery charge?
Unfortunately at this time, we are unable to offer a local collection service.
What happens if I am not home when my order is delivered?
If you have not left a Safe place, Royal Mail or our designated courier will leave a card through your door to advise of the delivery attempt and where the parcel has been taken. You will be able to collect your order from your local sorting office or arrange to have it redelivered. This should be arranged with Royal Mail or the courier directly.
RETURNS FAQ’s: -
I wish to return an item, what is your policy?
We offer a no-quibble 28 days returns policy. Please email us before returning items. Items must be returned to us unused, as received and in a re-saleable condition, with the original tags & packaging attached.
Returns, unless defective, damaged, or not as specified on your order confirmation, are returned at your own expense, therefore for your own protection we recommend that you return any items via a trackable delivery service and to obtain a proof of postage. Proof of postage alone is not proof of receipt.
We aim to issue a refund within 2 working days of receiving a return and we will send you an email to confirm when the refund has been issued.
Under the Consumer Rights Directive (CRD), you are entitled to return an order for a full refund, providing you are returning your entire order and you have informed us in writing within 14 working days of receiving it. Please note, we do not cover return postage. Return postage via an appropriate service as stated above is the responsibility of the buyer.
My Order has arrived damaged or the item received is not what I ordered?
In the unlikely event that your order has been received faulty, damaged, or not as ordered we will arrange with you to have the item returned or disposed of. If a replacement item is required, this will be sent out free of any delivery charge. If an item has arrived damaged please do not dispose of it before contacting us. We will not be able to issue a refund or send out a replacement without photographic evidence of the damaged item.
I would like to return an item for something else.
The replacement item will be sent out to you free of any delivery charges once the original item has been sent back. If the value of the new item is less than that of the one that is being returned, we will refund the difference back to the original payment method. If the value is greater, additional payment will be required before the item can be sent out. If you would like to make an exchange, please email us at thecrystalwillow@outlook.com
Am I able to cancel or amend an order once I have placed it?
We really hope you will not want to cancel your order with us but in the unlikely event that you do, please email us at thecrystalwillow@outlook.com. If your order has not yet been dispatched, we will be able to cancel it for you, if it has already left you will need to arrange for the item to be returned at your cost in line with our Returns Policy.
SECURITY FAQ’s: -
Is it safe to shop online at The Crystal Willow
Security is our biggest priority and for your peace of mind we have taken every possible precaution to protect your personal information. We use the latest technology (which is the industry standard security protocol) to protect your credit card details. Our Secure Sockets Layer (SSL) technology encrypts all your personal information into bits of code that are then securely transmitted over the Internet.
When you've finished shopping and are ready to checkout you will move into the secure section of our site. Once you begin the checkout process, the URL will change from "http://www.thecrystalwillow.co.uk" to "https://www.thecrystalwillow.co.uk" letting you know you are in the secure section. You will remain in this secure section for the entire checkout process.
MISCELLANEOUS FAQ’s: -
What methods of payment do you accept?
We accept a variety of payments including various Credit or Debit cards and PayPal. There is no surcharge applied for payment via a credit card. Orders can be placed on the website only.
Will you pass my details onto other companies?
We will not sell, distribute, or lease your personal information to any third parties unless we have your permission or are required to do so by law.
Do the prices online include VAT?
All of our prices are inclusive of VAT at the current rate of 20%, unless the item is classified as VAT exempt.
COOKIES FAQ’s: -
What are Cookies & why are they used?
Like most sites, here at The Crystal Willow we also use cookies. Cookies are exceedingly small files that are downloaded to your computer or other device when you visit websites. These files help us streamline your online shopping experience by remembering your preferences; like what you have in your shopping basket or any recently viewed items. They also help us gather information to improve and enhance your journey around our site.
Our cookies do not store sensitive information such as your name, address or any payment details and they will not harm your computer in anyway.
If you'd prefer to restrict, block or delete our cookies then you can do so at any time by simply amending the preferences/settings for your specific browser. However, to place an order online with us we do need these cookies enabled and if they have been blocked then you will only be able to browse the site, you will not be able to log-in or place an order.
Detailed information on the types of specific cookies used on the site can be found on our Cookie Policy Page.
You can also find more information about cookies at: www.allaboutcookies.org and www.youronlinechoices. eu