Customer Service

SHIPPING COSTS & DELIVERY INFO

ORDERING

PAYMENT, PRICING & PROMOTIONS

RETURNS & REPLACEMENTS

SHIPPING COSTS & DELIVERY INFO 

UK Delivery:
£5 via DHL Express - Delivery will be next working day once dispatched.
Offshore islands will take longer for delivery. We normally use Royal Mail for Offshore Islands as it's quicker.
  
Europe Delivery:
From £18 via DHL Express - Delivery 1-2 working days once dispatched.

  
International Shipping:
From £24 via DHL Express - Delivery 1-3 working days once dispatched.

(Please use the shipping calculator at checkout for exact cost for delivery to your country)

For International orders the receiver will be responsible for any import charges and taxes incurred once the item is shipped, though we will try our best to avoid this happening.

All orders require a signature upon delivery. If you request that the parcel should be left in a safe place, it is done so at your own risk and Crystal Iced will not be held responsible for any damages or theft of the parcel.
  
ORDERING

Online Ordering:
You can purchase items from our online shop by simply using the 'Add to Cart' button on the product description page. You can view items in your Cart at all times by clicking on the Cart image at the top right hand corner of every page. Once you are on the checkout page, please click the box to 'I Agree with the Terms & Conditions' and click on 'Checkout'. During the checkout process please make sure you enter all the relevant requested info.
  
Telephone Ordering:
You can purchase item's by calling us on: + (44) 7772244215. We can then take your order and details over the phone to process the order. At busier times we may not always be available to answer the phone, so please leave a message for a call back.

Discount Codes:
If you have received a discount code please enter it as the checkout page where it says "Discount" and click "Apply". The amount should be adjusted from the total amount.

Order Notes:
You may add special requests and notes to your order on the checkout page. If you didn't remember to, don't worry you can let us know via email or phone.
PLEASE NOTE: We can only accept requests/changes within 6 hours of placing the order.

Large Quanity Orders:
For larger quantity OEM orders please contact: sales@crystal-iced.com with detialed information and images of the product. We will get back to you ASAP regarding your request.

PAYMENTS

We currently accept the following payments:

• Visa
• Mastercard
• American Express
• Paypal
• Apple Pay
• Amazon Pay
• Google Pay
• Bank Transfer

RETURNS & REPLACEMENTS

Our Returns Policy forms part of, and must be read in conjunction with our Terms and Conditions. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 10/04/2019.

We promise to refund any unused items that you are not completely happy with, within 7 days of receipt. Payment will be credited to your original method of payment and you will be notified by email when your refund has been processed. Any returns after 7 days will not be refunded.  The customer is responsible for paying postage. We are not obliged to issue refunds for any used products or custom designed products.

*Refunds will be issued to the full value of the product (excluding postage). 

IMPORTANT: All refunds can only be issued if the returns form is filled in and an invoice is attached and sent back to us with your unwanted item. (scroll down for more details on how to do this.)

Payment for the return?

Unless you’re returning a product because of an error on our part, all returns need to be paid for by you.

How to make the return?

All orders can be returned by post following the below 3 Steps:

1. Send us an email to sales@crystal-iced.com to receive you returns form.

2. Package your items carefully and include your invoice and completed returns form within the package & label your package.

3. Make sure ALL items are unused (Anything that is returned used or damaged, won’t be refunded and will be returned).

Please allow up to 30 days from the day the parcel is posted for your refund to be processed. We will email you with confirmation once we have received your parcel and your refund has been completed.

Please remember to ask your Post Office for a posting certificate/tracking and keep this for reference. Without this, we cannot refund any money if we do not receive your parcel.
  
Discount codes, free gifts & vouchers

If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level. Any free gifts given with an item which has been sent back for a refund must be returned also.

This returns policy does not affect your statutory rights.