If you receive any product that is incorrect, faulty or damaged, please contact us immediately at
and we will arrange a replacement or refund at no extra cost to you. Please return the item to us along with your original order confirmation, stating brief description of fault.
(FAULTY ITEMS – our policy excludes products covered by a manufacturers guarantee)
Upon receipt of your return, you will automatically receive a money-off voucher for FREE DELIVERY (or £2.99) OFF YOUR NEXT ORDER to compensate you or your return postage costs (at our discretion – and not applicable if the item turns out to not be faulty).

Please note that it is within our right to charge additional P&P for an exchange of any item returned to us that we find is not faulty or damaged, this will be at our discretion. Any refunds in this instance will be refunded less P&P.

If you have simply changed your mind, please contact us in the first instance , We will accept returned items in their original, unopened condition, within 14 days of your order. You will need to return the item at your own expense.

Due to postal price restructuring and increase, we are no longer able to offer exchanges. We will refund your returned item, and if you require an exchange please place a fresh order.

Upon receipt of the return, we will refund your money, less P&P using your original payment method.
Please note that as our P&P charges are often heavily discounted, we reserve the right to offset the ACTUAL postage charges that we originally incurred in sending your package against any refund that we make.
If you decide to receive a refund in the form of a gift voucher, you will receive a FULL refund incl. P&P costs.
We reserve the right to charge 10% re-stocking fee on returned items received outside the 14-day policy. This fee is usually waived if the refund is taken in the form of a gift voucher.

It is really helpful to return your original email order confirmation with returned items.

When returning items for refund, we recommend using a ‘signed-for’ service such as Recorded Delivery for your peace of mind, as we cannot be held responsible for returned items that are mislaid in the post.

Our returns address:

RETURNS, Crystal Gifts UK,
27 enterkine,
North Ayrshire,
KA13 6LW

This does not affect your statutory rights.

It is unfortunate that we have to impose re-stocking charges, but it is necessary so we can keep our prices low. We are not looking to profit from this, merely covering our costs.