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Our Policy
We accept returns or exchanges for items returned in their original condition and packaging within 14 working days of receiving the item. We will accept exchanges and returns for sale items. However, we regret we are unable to accept returns for bespoke or special order items, dyed or bleached shoe or handbags, pierced earrings or necklace sets including pierced earrings and bespoke orders made to your specific requirements unless deemed faulty.
We will only accept returns if we have been notified within 7 working days of you receiving the product that you wish to obtain a refund or exchange. We require all goods to be returned to us within a further 7 working days (a total of 14 working days from delivery to you). All returns must include all the original item packaging including any gift boxes, shoe boxes (unmarked), shoe bags and swatches.
IMPORTANT NOTE: If shoes have evidence of being worn without foot socks or scuffed / pitted soles due to not trying on a carpeted surface these are not deemed suitable for refund or exchange. Please do take extra care of all goods to ensure they remain in the same perfect new condition as despatched, unless you have decided to keep them as failure to do so will be classed as your acceptance of the goods. If any items are returned in used / marked condition, we will return them to you without processing a refund or exchange.
Comparing shoes....? We will only allow a maximum of TWO pairs of shoes per customer for style comparison purposes. However, this does not include any shoes which have to be ordered directly from our supplier in which case we will contact you to inform you of this or request further information about shoe sizes and styles which you are ordering. We do believe that this will minimise returns - for you as a customer as well as from our point of view as an efficient company - and from experience we have found that narrowing the choice to two pairs means that brides are more informed about which styles they like before they place their order.
We reserve the right to reject an order if we suspect that a customer is taking advantage of our returns policy.
If you qualify for a free gift, please note that the free gift must be returned if every item in your order is returned. Your refund will not be processed until the free gift has been returned. If you apply a discount code or other special offer to your order, you will not qualify for the free gift as the free gift offers are not available in conjunction with any other special offer or discount.
Returns Postage
If you are returning an item for refund or exchange, we regret we are unable to refund postage and packing unless the items are found faulty and / or being replaced - in this case we shall cover standard postage costs of returning the items and replace them for you. Should you require a refund only, we are not able to refund the delivery costs, only the value of the unwanted goods that are being returned to us. If you selected the FREE Delivery option, we will not recuperate any delivery costs from your original payment.
If you are exchanging an item, we will send the exchange item within the UK to you FREE of charge. If we process any subsequent changes, this will incur a standard postage charge based on the weight of the item.
We require all returns to be sent by Royal Mail Recorded Delivery or equivalent overseas signed for insured postage service. Please only use Special Delivery if the item value is more than £150. This will ensure that you are compensated should your goods be lost or damaged in transit. If an item is lost in transit as a result of being sent by Standard Royal Mail first or second class post, we will not be able to process a refund for the item.
Overseas Postage
If your initial order incurred Europe or Overseas Postage and you wish to exchange an item - we will charge fifty percent of the original postage cost to send the exchange item to you. This will be charged in the form of a Paypal invoice to be paid securely online using a Paypal account or any major credit or debit card. Please allow longer delivery and payment refund times for exchanges or returns being processed from an overseas order.
How do I return an item?
- Notify us of your return by clicking on the MY ACCOUNT link on our website (Top left hand corner of website)
- In the Main Menu, click on the Request a Refund link. Select the order which you wish to request a refund / exchange for and click on the Request Refund link
- Select the items you wish to return and enter a reason for return
- Click the PROCEED button and your returns request has been submitted
- Package your item ensuring all the above terms and condtions have been followed and return to:
Returns Dept.
Crystal Bridal Accessories
41 Retford Road
Sheffield
S13 9LA
Refund / Exchange Confirmation
Any returns or exchanges accepted by Crystal Bridal Accessories will be credited via your original method of payment. The credit or difference in amount for an exchanged product will be credited / debited accordingly not including any original postage costs. If you have notified us of your intent to return the item or if your returned item has any originally enclosed parts damaged or missing, this will result in a delay in processing your refund and in certain cases, credit may have to made via postal cheque
If you have requested a refund, you will receive an email within 7 working days to confirm that your refund has been processed.
If you have requested an exchange item, you will receive an email within 3-5 working days to confirm that your exchange item has been despatched. |
