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Returns and Refunds

We hope that you will be delighted with your purchase from Crystal Heirlooms, but this page tells you about your rights when you purchase from us online should you want to change your mind.

We have described each of our headdresses in detail on their own product page, but do please contact us if you would like any further information about a particular headdress, and the vintage pieces used to make it, before ordering from us.

Please be aware that all of our headdresses and accessories are designed around vintage jewellery, lace and appliques which, because of their age, will not be in pristine or 'as new' condition. There may, for example, be slight discolouration of vintage rhinestones or tiny scratches to the surface of stones. We always carefully clean vintage pieces before incorporating them into our designs, and we check that all the stones and settings are secure.

Genuine vintage accessories offered for sale by Crystal Heirlooms, including jewellery, cufflinks, tie accessories etc, will also not be in pristine or 'as new' condition because they will be anything up to 100 years old. We will always highlight any obvious imperfections that may detract from the wearability or quality of a piece in the product description.

Your rights

Under the Consumer Contracts Regulations you can choose to cancel an order from the moment you place it up to 14 days from the day you receive it. We will make a refund within 14 days of either receiving the goods back from you, or from you providing evidence of having returned the goods (for example, a proof of postage receipt from the Post Office), whichever is the sooner. You may also request an exchange for another item in our collections.

You must notify us in writing within 14 working days that you are returning the item, and you should return the item to us within a further 14 working days. You must take good care of the item, including its original packaging, whilst it is in your possession and we reserve the right to make a deduction from a refund if the product has been damaged whilst was in your possession.

We cannot accept returns for bespoke orders made by us to your specification – please see details under bespoke orders below.

Under the new Consumer Rights Act, which came into force on 1 October 2015, you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described. In these circustances we will give you a full refund, but this right is limited to 30 days from the date you buy your product. After 30 days you will not be legally entitled to a full refund if your item develops a fault. You can find out more about the Consumer Rights Act here.

We reserve the right to decline a refund, replacement or repair if there is evidence that an item has been worn for your wedding or special occasion.

How to return an item

  1. Write to us at returns@crystal-heirlooms.co.uk within 14 working days of placing your order to advise that you are returning the item and requesting a refund or exchange. Please make sure that your email includes the item’s product name, price and description.

  2. If you are requesting an exchange for another product listed on our website please include details of that product including the product name, description and price.

  3. Send the item you are returning to us to the address below together with all of its original packaging. Please ensure that the item is returned to us in the same condition as when you received it - see the guidelines further down on this page.

  4. Send the item to us within a further 14 working days from the date that you emailed us to notify us of the return.

Return address

Crystal Heirlooms
15 Pollards Wood Road
Surrey RH8 0HY

Returns Postage

Crystal Heirlooms regret that we are unable to refund your postage costs for items returned to us because you have changed your mind. If, however, you are returning the item because it is faulty Crystal Heirlooms will refund the original postage costs and cover the cost of sending a replacement item if requested.

If you have requested an exchange item we will send this to you free of charge within the UK only. We will, however, ask you to pay postage charges for any subsequent exchanges that you request.

All returns should be sent by Royal Mail Special Delivery. Outside of the UK an equivalent overseas signed for and insured postage service must be used. Royal Mail Special Delivery will compensate you should the item be lost or damaged in transit.

We are unable to process refunds for items lost or damaged in transit as a result of being sent by Standard Royal Mail First or Second Class post.

Overseas Postage

Exchanges for items that originally incurred European or Overseas Postage will incur additional postage costs to send the exchange item to you. This will normally be a percentage of the original postage costs. These costs will be agreed with you, and must be paid by you, prior to despatch. We will raise a PayPal invoice for these costs. Please be aware that this may result in longer delivery times.

Refunds for items being returned from overseas may also incur additional processing time. Crystal Heirlooms will keep you informed by email of any delays in processing your refund and progress in despatching your exchange item if relevant.

Bespoke Orders

Crystal Heirlooms are unable to accept returns or exchanges for bespoke items made to your requirements unless they are deemed to be faulty. Please see our Design Commissions page for further details.

Refund / Exchange Confirmation

Refunds accepted by Crystal Heirlooms will made as a credit against the PayPal account that you used when purchasing the item but will not include the original postage and packing costs. We will notify you by email when the refund has been processed. This will normally be within 14 working days of us receiving the returned item.

If you have requested an exchange item that costs less than the item you are returning we will refund the difference to the PayPal account used when purchasing the original item. If the exchange item costs more than the item you are returning we will raise a PayPal invoice which must be paid in full before the exchange item is despatched.

Exchange items will be sent within 3 to 5 working days and Crystal Heirlooms will email you to notify you that the item has been despatched.

Your duty of care

You have a duty to take reasonable care of Crystal Heirlooms headdresses and accessories whilst they are in your possession. We reserve the right to make a claim against you for the repair or replacement of items that are returned to us damaged or have been worn other than for the purposes of trying them on.

Please make sure that the headdress is not dropped or handled roughly as this may cause vintage stones to fall out, break or become scratched. Do not expose the headdress to moisture, extremes of temperature, or cosmetics such as perfume or hairspray. Always keep the headdress in its own box, and ensure that it is returned to us with all the original protective packaging that it was despatched in.

Purchases made in person

We do not accept returns of items purchased from us in person at our home studio or at events and exhibitions unless they are faulty or unfit for purpose, as described above. We may, however, accept ‘goodwill’ returns in exceptional circumstances and within 7 days of the date of purchase. This is in addition to your legal rights.

As this is a discretionary policy the following terms and conditions apply:

If you wish to return an item purchased from us in person at an event or exhibition or at our studio then please write to us in the first instance at enquiries@crystal-heirlooms.co.uk explaining why you wish to return the item. We will let you know within 48 hours whether or not we are willing to accept the return.

Items must then be despatched to us within 14 days using a fully tracked and signed for postal service. We recommend that you also insure the value of the goods in transit.

Returned items and their packaging must be in the same condition as when you purchased them. We will inspect returned items on receipt and will decline all or part of a refund if there is evidence that the item has been worn or damaged in any way or its packaging cannot be reused.

If the return is accepted we will refund the purchase price against the credit or debit card that you used to make the purchase. This may take up to 10 days to process. Alternatively we may offer you a credit note instead of a refund. This will be valid for 6 months redeemable against any product for sale on our website in the same category. You may also use the credit note as a non-refundable payment against a bespoke design.