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shipping, delivery & returns FAQ

1) Shipping & Delivery Charges :-

Every order will be charged shipping/delivery costs. where applicable

shipping and delivery cost will reduce the more items you buy we have a capped delivery charge for the UK at 15. (this may exclude certain larger items and larger crystals)





Important Priority Shipping Information:

priority upgrade shipping option for the UK

2) Delivery Times :-

Goods will be dispatched after cleared payment within 14 days but in most cases we will endeavour to dispatch goods within 48 hours

we do not work weekends or bank holidays


Please recognise that there will be times when we have to source a particular item(s) and in these instances we will let you know the estimated delivery date.

At busy times dispatch times may be longer. At these busier times, Christmas for example we ask our customers to be aware of delays and we would ask you to purchase early to avoid disappointment

Please note, once it leaves our hands we rely on Royal Mail and the Couriers

3) Carrier :-

Goods ordered will be packed and dispatched by us using first class post via Royal Mail.
There may however, be times when we dispatch goods via a courier service, and we reserve the right to do this, if we feel that the situation demands it.

Can I put instructions on the parcel?

Not really on Royal Mail parcels but you can on Courier parcels, but we will take no responsibility if parcels are 'left" some where.


4) Delivery Outside of the United Kingdom :-

We can post to anywhere in the world. contact us for more information if your country isnt listed


5) Payment :-

All goods and services supplied by us must be paid for in Pounds Sterling. We cannot accept payment in currencies other than British Pounds Sterling. If paying by cheque, please make all cheques payable to

" T Hatch"


6) Non Receipt by You :-

Please inform us as soon as possible if you do not receive your goods within a reasonable time frame pease allow 15 working days after dispatch before contacting us.

Please check your emails to see if there are any queries, and to see if it has been sent. Although Royal Mail aim to deliver within 3 days (3-7 for International) sometimes it does take longer. We can do nothing at this stage.

If it does not fit through the letter box, or it has to be signed for and no-one is in, usually a card is left with instructions as to what you have to do. This does not always happen, so it is worth checking with your neighbours or phoning your local Sorting Office not the Post Office to see if they are holding it for you.

Royal Mail do not consider mail as lost until 15 working days after the expected delivery date. We can do nothing until then.

If it still does not arrive, we can refund you, or send a replacement.

7) Damaged Goods :-

We will endeavour to pack and wrap, with great care everything you order from us. However, we recognise that there will be times when, for whatever reason, the goods you receive will have suffered damage in the post. In these circumstances, please contact us as soon as possible so that we may discuss the matter and reach an agreement. a picture of the damage will also be required

If the package is damaged and it is 'signed for" please note 'damaged" or 'not inspected" where you sign. Please keep all wrapping and packaging in all cases. Please let us know as soon as possible what the damage is. We can then decide the best course of action. Rest assured you will not be out of pocket.

Incorrectly Supplied Products /Missing Products/Damaged (never happened yet but mistakes can happen)

please check your items against your online order documentation or your delivery documentation if you have been supplied a incorrect/damaged /missing products, contact must be made first within a 7 day period of receipt of the order by email, or phone

missing items will be sent out to you asap

we will give you the address to return a incorrect/damaged product, if this information isnt included on your delivery documentation


refunds

any refunds given by crystal angel wings will be returned to the debit/credit card account provided when you placed your order




8) If we are Out of Stock :-

Should we be out of stock on any particular item, we will do our best to contact you straight away and let you know so that you may amend or cancel your order.

9) Can I cancel an order?

in accordance with the distance selling regulations You have the right to cancel any order within 7 working days for any reason, and return the item to crystal angel wings to receive a refund.(you will need to pay return postage and contact us for return address)

If the reason for returning the item is not our error, return postage will not be refunded

damaged caused during the course of returning a product- if you choose to return any products to us, we will not be held responsible for any loss or damage to them in transit (please package them well) and for this reason we recommend that you obtain proof of posting, if returned products are lost or damaged in transit, we reserve the right to charge you (or not refund any amounts attributable to such loss or damage.

you would need to make a claim with the post office

delivery to a third party

when we deliver items to a third party in accordance with your order you will only be able to exercise a cancellation right if you can return the goods to us

10) Customs and Excise


We advise checking with Customs if you are importing goods into your country
you may have to pay Customs Duty, Excise Duty or import VAT.