We want you to LOVE your crystal and we’ll do what it takes to ensure you are satisfied. If for any reason you are not happy with the outcome, please let us know the reason and we will make it right. We want to be fair to all our customers on how we handle customer service scenarios when they arise.
If there is a manufacturer defect on arrival i.e. damaged crystal or objective flaw:
Send us the photo of the defect within 48 hours of receiving your crystal. We will confirm the issue and remake your crystal. You will be required to ship the original crystal back to us to get a replacement.
We are happy to report that in the 15 years we have been in business, we have settled customer service situations to a 5 star outcome and rating by the shopper. -Shop with confidence when you purchase from us.
If you want to cancel your order and your cancellation request comes within the first 10 minutes of placing your order, you will get a full 100% refund. If you cancel after 10 minutes, it means our artist has been assigned the project and as such you will receive a refund less £20. If the crystal has been produced but hasnt shipped out yet and you cancel, you will receive a 50% refund. If you want to change your photo, the cost to re-assign your project with a new image is £20 provided your crystal has not been laser etched yet. Due to the custom nature of our product, once your item has been shipped it is not refundable.
Being a custom product please understand we incur costs as soon as we start working on your project and therefore are firm on the above cancellation / photo change / refund policy.