Crystal London

frequently asked questions

HOW DO I PLACE AN ORDER?

Placing an order is easy.

Shop by browsing through any of our product categories and view more detail on each product page.
Simply select your items, along with size, click “ADD TO CART and then 
Review the items you have selected by clicking on the ‘MY CART’. To delete an item from your shopping Cart, click on the ‘REMOVE’ button next to the item. To finalise your purchases proceed to checkout” and follow the straightforward prompts on screen.
If you have any problems, please contact customer service at info@crystallondon.co.uk
 

CAN I ORDER BY TELEPHONE?

We do not currently take orders over the phone.
Please place any orders via our website
 

 I AM HAVING PROBLEMS ORDERING FROM YOUR WEBSITE

We suggest that you have the latest version of your web browser as this is likely to give you better operability and security.
Does the issue occur from another computer or device?
If you’re still having problems, contact our Customer Care Team and include:
As much detail as you can about the issue.
Screenshots of any error message you get.
Which web browser you are using 
What you have done so far to try to resolve it.
Our customer care team can be contacted here info@crystallondon.co.uk
 
 

HOW WILL I KNOW THAT YOU HAVE RECEIVED MY ORDER?


After you place your order, you will receive an email of confirmation from us along with your order number.
Before we can dispatch your order, we may need to confirm your details with your card issuer. To avoid delays please ensure that your billing details are correct and matches the address on your credit card statement. We will do our best to keep delays to a minimum. 
Payment for the products and all applicable delivery charges will then be taken.
After your details have been verified and the item(s) located, your order will then be shipped.
Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock styles(s) and your payment for the item(s) will be refunded.
 
 

HOW DO I KNOW WHEN AN ITEM IS IN STOCK?

Most shoes are in stock and will be available for purchase.
Please be aware that even if the product is in your shopping bag it isn’t reserved and will therefore be available to other customers while you are browsing.
 
 

CAN I CANCEL OR AMEND ANY OF MY ORDER DETAIL?

Unfortunately, once your order has been placed, we are unable to change any of the details but may be able to assist you to cancel and replace the order. Please contact us at info@crystallondon.co.uk or +44 208 552 8932
 
 
WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept PayPal, PayPal Express, Visa, MasterCard and American Express in our checkout.
 
 

IS IT SAFE TO USE MY CREDIT CARD?

When you use CrystalLondon.co.uk all communication takes place over a fully secure connection. Our payments are processed by an external provider with very high security standards, and we do not store full credit card information on our server. We take all reasonable measures to keep your data safe.
 
 
WHEN WILL I BE CHARGED/BILLED?

Payment will be taken for your order when you checkout.
 
 

HOW LONG DOES DELIVERY TAKE?

Standard Delivery within the UK is usually within 1-3 working days of your order being received.
We offer next day delivery for customers based in the UK. You will receive your order the next working day if placed by 2pm Monday to Friday. Orders placed Friday after 2pm, Saturday and Sunday will be received on the following Tuesday.
Europe and the rest of the world typically allow around 3-10 days pending customs clearance.
 
 

CAN I AMEND MY DELIVERY ADDRESS ONCE THE ORDER HAS BEEN PLACED?
 
Depending on the status of your order, we may be able to amend your shipping address. Please contact us at info@crystallondon.co.uk or +44 208 552 8932 for further information.
Once your order has been shipped, we are unable to make any amendments to the address.
 
WHICH COURIERS DO YOU USE?

We use DPD and Royal Mail for deliveries within the UK and use DHL and Royal Mail for everywhere else.
 
 


CAN I TRACK MY ORDER?

An email will be sent on completion of your order giving full delivery details together with your tracking number.
 
 

DO I HAVE TO SIGN FOR DELIVERY OF MY ORDER?

Yes, we require a signature for all Crystal London Orders.
DHL, DPD and Royal Mail can deliver to certain destinations without obtaining a signature. Please note, that if you choose this option and no signature is collected, either leaving in a safe place or with a neighbour, you agree to our terms and conditions and, confirm that Crystal London can leave your package(s) outside the premises at the shipping address provided by you or with a neighbour without obtaining a signature for proof of delivery and take full responsibility for any loss or damage that may occur. On occasion, DHL or DPD or Royal Mail may refuse to deliver your order if they are of the opinion that the shipping address is considered to be unsafe.
 
 
 
DO I HAVE TO PAY IMPORT CHARGES?

You do not have to pay import charges as the prices shown online are the delivered prices, however local taxes may be applicable depending on your region.
 
 
 
WHAT IF MY ORDER ARRIVES FAULTY OR DAMAGED?

If you have placed your order on crystallondon.co.uk and you receive faulty purchased products, you have the right to ask for a repair, exchange, reduction in the price or a full or partial refund, in accordance 
with United Kingdom Sale of Goods Act 1979. Please immediately email info@crystallondon.co.uk with images of any of your purchases, which you consider have been delivered faulty. Products are “faulty” if they do not conform to the implied terms under the United Kingdom Sale of Goods Act 1979, which require that our products must correspond to their description and be of satisfactory quality. 
final condition and will be inspected once we have received them.
 
 
 
HOW DO I CANCEL MY ORDER UNDER THE CONSUMER CONTRACTS REGULATIONS?

You have an automatic cooling-off period in which you can cancel an order. This starts as soon as you place the order. You must inform the Customer Service Team if you wish to return any items during this 30 days period.We need written confirmation of cancellation from you, so you’ll need to contact us quoting your order number.
If the order has already been sent or if you have already received your order, you will need to return all the items in the order. You will need to pay the cost of returning the order. 
The items must be in their original condition and will be inspected once we have received them.
 
 
 
WILL I RECEIVE A FULL REFUND?
 
We have 30 days Money Back Guarantee Policy. Your refund will exclude the initial shipping cost. Please note refunds may take up to ten working days to appear in your account depending on your card issuer. We will email you when your refund has been processed.
 
 

Placing an order is easy.

Shop by browsing through any of our product categories and view more detail on each product page.
Simply select your items, along with size, click “ADD TO CART and then 
Review the items you have selected by clicking on the ‘MY CART’. To delete an item from your shopping Cart, click on the ‘REMOVE’ button next to the item. To finalise your purchases proceed to checkout” and follow the straightforward prompts on screen.
If you have any problems, please contact customer service at crystal-london@hotmail.com

We do not currently take orders over the phone.
Please place any orders via this website

We suggest that you have the latest version of your web browser as this is likely to give you better operability and security.
Does the issue occur from another computer or device?
If you’re still having problems, contact our Customer Care Team and include:
As much detail as you can about the issue.
Screenshots of any error message you get.
Which web browser you are using 
What you have done so far to try to resolve it.
Our customer care team can be contacted here crystal-london@hotmail.com

After you place your order, you will receive an email of confirmation from us along with your order number.
Before we can dispatch your order, we may need to confirm your details with your card issuer. To avoid delays please ensure that your billing details are correct and matches the address on your credit card statement. We will do our best to keep delays to a minimum. 
Payment for the products and all applicable delivery charges will then be taken.
After your details have been verified and the item(s) located, your order will then be shipped.
Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock styles(s) and your payment for the item(s) will be refunded.

Most shoes are in stock and will be available for purchase.
Please be aware that even if the product is in your shopping bag it isn’t reserved and will therefore be available to other customers while you are browsing.

Unfortunately, once your order has been placed, we are unable to change any of the details but may be able to assist you to cancel and replace the order. Please contact us at crystal-london@hotmail.com or +44 208 552 8932

We accept PayPal, PayPal Express, Visa, MasterCard and American Express in our checkout.

When you use CrystalLondon.co.uk all communication takes place over a fully secure connection. Our payments are processed by an external provider with very high security standards, and we do not store full credit card information on our server. We take all reasonable measures to keep your data safe.

Payment will be taken for your order when you checkout.

Standard Delivery within the UK is usually within 1-3 working days of your order being received.
We offer next day delivery for customers based in the UK. You will receive your order the next working day if placed by 2pm Monday to Friday. Orders placed Friday after 2pm, Saturday and Sunday will be received on the following Tuesday.
Europe and the rest of the world typically allow around 3-10 days pending customs clearance.

Depending on the status of your order, we may be able to amend your shipping address. Please contact us at crystal-london@hotmail.com or +44 208 552 8932 for further information.
Once your order has been shipped, we are unable to make any amendments to the address.

We use DPD and Royal Mail for deliveries within the UK and use DHL and Royal Mail for everywhere else.

An email will be sent on completion of your order giving full delivery details together with your tracking number.

Yes, we require a signature for all Crystal London Orders.
DHL, DPD and Royal Mail can deliver to certain destinations without obtaining a signature. Please note, that if you choose this option and no signature is collected, either leaving in a safe place or with a neighbour, you agree to our terms and conditions and, confirm that Crystal London can leave your package(s) outside the premises at the shipping address provided by you or with a neighbour without obtaining a signature for proof of delivery and take full responsibility for any loss or damage that may occur. On occasion, DHL or DPD or Royal Mail may refuse to deliver your order if they are of the opinion that the shipping address is considered to be unsafe.

You do not have to pay import charges as the prices shown online are the delivered prices, however local taxes may be applicable depending on your region.

If you have placed your order on crystallondon.co.uk and you receive faulty purchased products, you have the right to ask for a repair, exchange, reduction in the price or a full or partial refund, in accordance 
with United Kingdom Sale of Goods Act 1979. Please immediately email crystal-london@hotmail.com with images of any of your purchases, which you consider have been delivered faulty. Products are “faulty” if they do not conform to the implied terms under the United Kingdom Sale of Goods Act 1979, which require that our products must correspond to their description and be of satisfactory quality. 
final condition and will be inspected once we have received them.
You have an automatic cooling-off period in which you can cancel an order. This starts as soon as you place the order. You must inform the Customer Service Team if you wish to return any items during this 30 days period.We need written confirmation of cancellation from you, so you’ll need to contact us quoting your order number.
If the order has already been sent or if you have already received your order, you will need to return all the items in the order. You will need to pay the cost of returning the order. 
The items must be in their original condition and will be inspected once we have received them.

We have 30 days Money Back Guarantee Policy. Your refund will exclude the initial shipping cost. Please note refunds may take up to ten working days to appear in your account depending on your card issuer. We will email you when your refund has been processed.

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