Delivery on all orders is charged by weight, And will either be tracked or signed for postage.
IMPORTANT: Please ensure your postal address appears correctly.
We are unable to replace items lost in the postal system if your address is not input correctly. If your parcel is returned to us unable to be delivered due to an incorrect address being input by the customer, we will need to charge delivery for re-sending the parcel to you at our actual cost (which may be less or more than the original delivery charge paid).
This is especially important for overseas orders – please check your address is in your country’s correct format.
Orders received before 12noon are processed same day, and are usually despatched same day. Orders received after 12noon are processed and usually despatched the following working day, although sometimes we will despatch same day, depending on how busy we are and how complicated the order is.
You will receive an email once your order has been processed, and we will inform you of your tracking information for you to follow your order.
We use Royal Mail recorded postage. We also use My Hermes who offer a complete online tracking service. Your tracking number is quoted in the email you are sent to let you know your order has been despatched.
NEED IT IN A HURRY, GUARANTEED?
Royal Mail First Class doesn’t guarantee next day delivery. In fact they do not deem a parcel as lost or not delivered until 15 working days has passed. However they quote 92% of parcels arrive next day. If you require your order urgently, please contact us by email at Sales@crystalgiftsuk.co.uk as we can send your order by Next Day courier or Royal Mail Special Delivery by 1pm (depending on the size and weight of the order). This service is subject to an additional Charge, which we will email you before you complete your order.
You will need to order before 12noon for next day service, You are best to contact us for advice.
* Please note that the services are guaranteed next day, although we have experienced a few problems on very rare occasions which are beyond our control.
If your order is depatched using courier, you may view the progress of your delivery online at the link provided in your email confirmation using the tracking number that we will also provide you with.
Courier charges for deliveries outside the UK mainland, and including some of the Scottish Highlands can be considerablely high and can be in the region of £25+VAT. We will therefore send to these areas by the most efficient possible method, which may mean a longer delivery time. Speedier courier delivery is an option but we will need to charge an additional supplement. Please email email@example.com for further information.
We use Airmail which can take up to 3-5 days, or maybe longer depending on destination. If the weight exceeds 2Kg, we use Surface Mail which can take a lot longer, or we can use overseas courier such as Fedex. Expected delivery timescale is available on request as it will depend on weight and destination.
Please contact us at firstname.lastname@example.org for international postage.
PLEASE NOTE – If you are out when your delivery arrives
Please consider delivery to your work or neighbour’s address if you are likely to be out when your parcel arrives as most complications with deliveries arise from our customers being out when their order is delivered!
By Royal Mail – the postman will usually leave a card for you to contact the sorting office and arrange re-delivery or collection of your parcel. We are receiving an increasing number of parcels returned to us as they have not been collected at the sorting office. It is very costly for us to be re-despatching these items as the usual P&P charge is already subsidised by us for your original posting. If we receive your parcel as undelivered/not called-for we will contact you and you will have 2 options*:
1. You can pay a further P&P charge (at cost) for us to re-send your item to the original address or an alternative address, or
2. You can request a refund, less our original P&P costs plus 10% of the cost of the items as an admin and re-stocking fee.
By courier – the delivery person will leave you a calling card. They will usually attempt delivery twice, after which the parcel is held at their depot for 4 days awaiting your collection before being returned to us as a failed delivery. If this happens, you will incur further charges for re-delivery of your order.* Even though we will only charge you additional fees at cost, these charges tend to be quite high, so we urge you to contact us with further delivery instructions as soon as you receive a calling card so we can inform the couriers for you.
* PLEASE NOTE: these options and charges also apply to orders which are despatched to an address which is incorrectly input by the customer.
It is unfortunate that we have to impose these charges, but necessary so we can keep our prices low. We are not looking to profit from this, merely re-couping our costs.
We have many requests to “leave parcel in porch/greenhouse etc if no-one is in”. We will write this information on the parcel for the postman if requested. However, we are not responsible for non-delivery of any parcels left in this way. We cannot guarantee these requests are met as it will depend on the delivery person, and also whether the parcel needs to be signed for.
If you haven’t received your parcel in the stated time, you are welcome to contact us so we can confirm that it was definitely sent. We also advice you to contact your local sorting office to see if they have tried to deliver while you were out. A card is usually left by the postman to let you know of this, however sometimes the card is not received by the customer for some reason, or caught up with junk mail and thrown out. Please note that Royal Mail do not class an item sent by First Class post as missing until 15 working days have lapsed (that’s the equivalent of 3 weeks). Therefore there is not much that can be done until this time has passed, but if your order is particularly urgent, please contact us as we will try to help in any way we can.
After this time has lapsed or your parcel has been returned to us as undelivered (whichever is the sooner) we can proceed with either a refund or sending a replacement order to you. Please note if your parcel is undelivered as it has not been called for at the sorting office, we may need to charge additional postage to re-send it to cover our already subsidised postage costs.
Please note that proof of postage records are only available for 3 months after despatch of order, so any queries must be received within this time or no claim can be made.
PACKAGING A LITTLE SCRUFFY?
WE ALWAYS TRY TO REUSE PACKING MATERIALS SUCH AS BOXES AND BUBBLE WRAP TO PROTECT THE ENVIRONMENT AND KEEP OUR PRICES LOW. We hope you will appreciate this as we like to do all we can to help the environment, and we feel that re-using something is much more environmentally friendly than recycling it!
If you have any re-useable bubble wrap, padded envelopes, brown wrapping paper, etc. and would like it to be re-used by us, please send it to Crystal Gifts UK, 27 enterkine, Kilwinning, North Ayrshire, Scotland, KA13 6LW
ORDERS FOR COLLECTION
We can prepare orders in lieu of payment for collection, saving you the postage. If you wish to do this please email your complete order to email@example.com, we contact you when the order is ready to collect, and your total cost.