Help Desk

Please use this page to help you find the answer to your question. The most common questions are highlighted immediately below this message. All other information about Crystal-Iced.com, the website, the products and your order can be found below.

Most Common Questions
WHEN WILL YOU GET MORE IN?
QUOTE FOR SENDING IN MY ITEM FOR CUSTOMISING?
HOW DOES THE CUSTOMISATION PROCESS WORK?
CAN YOU DO ANY DESIGN?
HOW LONG DO YOU TAKE TO CUSTOMISE?
DO THE CRYSTALS STAY ON?

Help Desk Subjects
CUSTOM DESIGN ORDERS
PAYMENT AND ORDERING
PRODUCTS
DELIVERY
TECHNICAL PROBLEMS
YOUR ORDER
TRACKING YOUR ORDER
RETURNS
ABOUT CRYSTAL-ICED.COM
COPERATE/PRESS ENQUIRIES

Questions about bespoke/custom design orders
How much do you charge to cover my item in the Swarovski Crystals?
Can you customise any phone or item?
How does the customisation process work?
How long will my custom item be gone?
What designs can you do?
How do I pay for the customisation of my item?
Where do I send my item to?
Do you offer any guarantee on your work?
Do the crystals stay on?
Can I remove the crystals in future?


Questions about payment and ordering

What cards do you accept?
Can I pay by any other method?
Is it safe to order online?

Do I have to order online?
When will my card be charged?
Do you sell gift vouchers?

Questions about a product
What's so special about Swarovski crystals? Why do you use them and not normal rhinestones?
Do you sell on behalf of Swarovski?
Will you be getting any more in stock?
I need more information about a product?
The product I ordered is now reduced. Can you refund me the difference?
Can you tell me where else I can buy this product?

Questions about delivery charges and destinations
Can I pick up my order from you?
Do you deliver to my country?

How much are delivery costs?
Do I have to pay import charges?
Which courier company do you use?
Can you leave the goods at an agreed hiding place?
Can someone else sign for my delivery?

Technical Problems
I'm having trouble with my basket?

Your Order
Can I change my order?
Can I cancel my order?
'You haven't replied to my query'?

Tracking Your Order
Can I track my order?
Where is my order?

Returns
I want to return an item
Faulty item
I received the wrong item
Do I have to pay for return postage?
Why have you not refunded the delivery charge?

About Crystal-Iced.com
I'm new, how do I order?
Do you have a shop?
Can I contact you by phone?
Do you wholesale?
Coperate enquiries

 


Questions about bespoke/custom design orders

How much do you charge to cover my item in the Swarovski Crystals?
We can smother anything you desire in Swarovski Crystals. Prices vary from product to product. To confirm the price, please get in touch. To assist us in answering your query as quickly as possible, please email us with as much information about the product you would like Crystalized, such as the model number. If this is not available, please let us know the dimensions of the item, how much coverage you would like and name of the design you would like done (if any). If you are unsure to what design will suit you, please contact us.
To see our portfolio of designs click here.

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Can you customise any phone or item?
Yes, we can cover virtually any item, and any phone - even items which have not featured on the Crystal Iced website.

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How does the customisation process work?
To start a custom order, please visit our Boutique for more info - absolutely everything is described here, so please read all the info carefully. If you see something you like, please get in touch with details of the design you would like done, and the item you would like Crystal-Iced™ (dimensions would also be appreciated). We can do any design, we are not restricted to those that we have done before, so give us a challenge!

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How long will my custom item be gone?
Each Swarovski crystal is individually adhered by hand. This undertakes several hours/days of detailed work. On average a mobile phone is require for 3 days, Sidekicks are required for 4 days, iPods are required for upto 3 days, and for other custom design items, time frames required are calculated upon request.

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What designs can you do?
There are no constrictions with designs, we can customise almost anything you can think of. For examples of our previous designs, please view our designs.

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How do I pay for the customisation of my item?
We can accept credit card payments over the phone, Paypal, Google Checkout, bank transfer, cheque or postal order made payable to "Crystal Iced" (Please allow 5-7 working days for cheques to clear). All options are listed on our orderform.

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Where do I send my item to?
Our office and mailing address is:
Crystal Iced
92-94 Whalley New Road
Blackburn
Lancashire
BB1 6LD
England, UK

All UK orders must be sent in via Royal Mail Special Delivery (or a next day courier which requires our signature). All international orders must be sent in via a suitable signed-for service also.

Do you offer any guarantee on your work?
We stand behind our work 100%. If for any reason you are not happy with any element of the design, please get in touch, and we will be happy to fix it for you so that you totally love it!

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Do the crystals stay on?
Definately! we have tried and tested our products. However, you want to treat it like its jewellery! And don't drop it. So just in case one happens to fall off, we will include some extra stones, glue and tweezers for you (this is provided with the mobile phones, consoles and customisations). Please carry your Crystal Iced accessory in the carry pouch, we do not take responsibility, if the client does not treat their item with care.

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Can I remove the crystals in future?
Not really, as the glue we use is super solid! But who knows, you may be able to if you sit there and really work at it! However, Crystal Iced is not responsible for any damage you may cause to your item when trying to remove the crystals.

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Questions about payment and ordering

What cards do you accept?
We accept the following cards:


google paypal

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Can I pay by any other method?
We accept payment by Credit Card, Charge Card or Debit card on the internet shop site and over the phone. Cheque or Postal orders payment made payable to "Crystal Iced" also accepted. Please allow 6 working days for the clearance of cheques or crossed postal orders.

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Is it safe to order online?

The credit card processors Crystal-Iced.com uses, utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features:

  • Authentification - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
  • Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
  • Data Integrity - this checks the data being transferred to ensure it has not been altered

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Do I have to order online?
You can make your order over the phone if you feel its easier. However, ordering over the internet with Crystal-Iced.com is the safest and most secure method of paying.

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When will my card be charged?
When you reach the final billing page and submit your order we will immediately contact your bank/card issuer for authorisation to take payment from your account. If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.

If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.

If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few minutes advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time).

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Do you sell gift vouchers?
Not at this moment in time, however we may choose to offer this service future.

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Questions about a product

What's so special about Swarovski crystals? Why do you use them and not normal rhinestones?
Swarovski crystals originate from Austria and are made from the finest crystal lead glass, cut and ground with such precision that they parkle as brilliantly as diamonds. They have a weight and stlye that sets them apart from the normal crystals. Swarovski uses only high lead content crystal glass, typically a full 32% is lead and lead oxide. The presence of the lead increases the index of refraction, bringing it closer to that of diamond. The sparkle comes from light bouncing off internal surfaces in the lead crystal. This is why lead glass beads have an attractive sparkle and heavier weight than cheaper forms of glass.

Today Swarovski are a world renowned organization that supply simply the best rhinestone crystals on the market. Thats why we choose to only use Swarovski Crystals in our Online Shop. All the young A-List Celebs own their very own bling phones and accessories....Why not you?
Spread the passion for Swarovski with Crystal Iced.
For more information about Swarovski, please visit www.swarovski.com

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Do you sell on behalf of Swarovski?
The products for sale have been designed using Crystallized™ Swarovski Elements by the Crystal Iced artists. There is no relation between Swarovski and Crystal Iced.

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Will you be getting any more in stock?
Unfortunately some items will be out of stock or be removed from the site altogether if discontinued. We would advise you to keep checking the site to see if your desired item becomes available again, or give us a call.

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I need more information about a product?
We include as much information as possible about a product on the product page itself. If you need more detailed information, please click here to contact us, with details of the product that you are referring to.

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The product I ordered is now reduced. Can you refund me the difference?
Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

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Can you tell me where else I can buy this product?
We are the official retailer of the Crystal Iced products and services, any suppliers will be updated on the website.

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Questions about delivery charges and destinations

Can I pick up my order from you?
Yes you can arrange pick up orders from our office.

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Do you deliver to my country?
We deliver worldwide.

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How much are delivery costs?
UK Orders:
£0.00     Free via Royal Mail 1st Class Signed-For (Insurance upto £36 & Signature Required)
£5.35     For Royal Mail Special Delivery 1pm (Insurance upto £500 & Signature Required)
Worldwide Orders:
£49.00    Parcelforce Global Prority - Delivery in 2 days from dispatch (Full insurance for price of purchase & signature required)

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Do I have to pay import charges?
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

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Which courier company do you use?
We use Royal Mail and Parcelforce for deliveries within the UK. We use Royal Mail and Parcelforce to Europe and Rest of World.

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Can you leave the goods at an agreed hiding place?
Most of our parcels require a signature, so we are unable to leave your order in a safe hiding place.

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Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods.

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Technical Problems

I'm having trouble with my basket?
The most common resolution for this problem is to delete the cookies on your PC and try again. To do this please click on the 'Tools' tab at the top of your Internet Browser, then select 'Internet Options'. On the first screen that pops up, select 'Delete Cookies' then click 'OK'. You should then not experience any further basket problems.

Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared.

If this is happening to you, it may be because you are using the 'back' button on your browser, rather than the links in the website itself. Please try again using the 'continue shopping' button on the basket page and then only click on links within the Crystal-Iced.com website. Do not use your 'back' button, or any other button on your browser if you can help it.

We use cookies to remember who you are, please make sure that you can accept cookies from us.

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Your Order

Can I change my order?
Once your order has been confirmed, it's not currently possible for you to change or cancel it prior to dispatch.

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Can I cancel my order?
As most of the items we have for sale are custom made, once your order has been confirmed/completed, it is not currently possible for you to change or cancel.

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'You haven't replied to my query'?
It is our policy to endeavour to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply within 2 working days, please give us a call. Please also state that your original query was not replied to and we will look into this on your behalf.

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Tracking Your Order

Can I track my order?
You can track your orders on-line. On most occasions, the tracking number will be available when you log into your Paypal or Google Checkout account (this is for orders where you have requested a signed-for service). Special Delivery orders can now be tracked in more detail directly from the courier's website: www.royalmail.co.uk

International orders can be tracked on: www.parcelforce.com

Please remember that if you have a query relating to any information held on the courier's website you must contact them directly.

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Where is my order?

Special Delivery Orders

* You can track your Special Delivery orders directly from the Courier's website (please see above). Please remember that if you have a query relating to any information held on the courier's website you must contact them directly.
* If a delivery has been attempted and you have received a card from the courier, please contact the courier directly to arrange another delivery or to pick up the parcel from their depot.

If you have followed the instructions above and still have not received your order, please click here to contact us with your query and order number.

If your order is made up of multiple items, some items may be dispatched separately. If this does happen, you will will be notified. Please note that your entire order should be delivered within the same delivery period, however each parcel may arrive at a different time.

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Returns

I want to return an item
As most of the products we have for sale are custom made, we cannot issue refunds as the crystals cannot be removed. However, if are not 100% satisfied with our work, please get in touch with so that we can correct it, so you love your Crystal-Iced™ accessory 100%. We want you to be happy with your purchase. Please contact us immediately if you have a problem so that we can sort it out as quickly as possible. For our up to date returns policy, please click here.

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Faulty item
If the item you received is faulty, please click here to contact us quoting your name and address, details of the product and the reason for return. We will then advise on how to proceed with the return.

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I received the wrong item
If the item you received is not what you originally ordered, please click here to contact us, quoting your name and address, details of the product and the reason for return. We will then advise on how to proceed with the return.

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Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility.

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Why have you not refunded the delivery charge?
Delivery charges that we occurred will be deducted from the total and are non-refundable.

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About Crystal-Iced.com

I'm new, how do I order?
Welcome to Crystal-Iced.com, the home of Crystal-Iced™ products and innovative designs. All the items you see are available to buy online. Simply click on the item you wish to buy, and click 'add to cart'. You can then go back and add additional items to your basket or 'checkout'. For more detailed info, please click here.
Please note you will need your credit, debit or charge card details, including the billing address (the address to where the card bills and statements are sent).

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Do you have a shop?
Our office is located in Blackburn, UK.You can visit by telephone appointment.

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Can I contact you by phone?
You may call us on telephone number: 01254 330338

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Do you wholesale B2B?
Yes, all reseller enquiries welcome.

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