Store Policies

DELIVERY INFORMATION

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All orders to the UK are dispatched as standard via Royal Mail 48 Hour Tracked, who aim to deliver within 2-3 days: ​

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Postage can be upgraded to use next-day services, recorded delivery, signed for, or using other couriers.  Please contact me for a quotation and to see whether this is possible.

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I will endeavour to desptach all orders that are paid in full by 8pm, the next working day.  Where this isn't possible I will notify you in advance of any delays and if these aren't acceptable, cancellation is accepted.

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If your item doesn't arrive within 14 days of posting, or it arrives damaged, then please contact me as I will communicate with my delivery company on your behalf, and claim for any losses or damages they agree is due to their fault.  For damages, please ensure a photograph is taken of both the packaging the items were sent in, plus the damaged item.

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RETURNS AND EXCHANGES

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1. This policy sets out the returns policy for goods or services purchased through the online store operated by Crystal Rose Cave.

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2. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.

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3. Some types of goods are exempt from being returned for a refund where they are perishable (e.g. food, flowers, newspapers, magazines) or where they are intimate or sanitary goods (like underwear), or where they are hazardous materials or flammable liquids or gases.

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4. Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. a downloadable software product) or a gift card or gift wrapping service

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5. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the original postage and packaging charges made.   You will not be entitled to a refund of the cost you incur in returning the item to us.

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6. My standard returns policy entitles you to a full refund of the purchase price and postage and packaging charges if you change your mind (i.e. the goods or services provided are not faulty or were not described properly) within 14 working days.

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7. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact me first before requesting a refund as I may be able to resolve your problem to your satisfaction.

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8. Where you would like to return a physical product you have purchased, please contact me to let me know that you will be returning the item. To obtain a refund for a non-physical product (like a service) please contact me for further information about how this can be done.

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9. Once your return is received and inspected I'll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within 14 days.

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10. If you haven't received a refund yet where I have told you I have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.

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11. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).

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12. If an item you purchased was in a sale or was sold as damaged at a discounted price,  then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact me before making the purchase.

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TERMS OF SERVICE FOR ITEMS NOT PURCHASED VIA MY ONLINE STORE

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Where products are purchased any other way, for example via my online streaming live sales on social media, whatsapp, or via adverts on my website or facebook page, the following terms apply:

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• Please claim items only if you are committed to buy and in a position to pay

• Anything you claim will be added to your open box and invoiced manually

• All items claimed are sold awaiting payment and reserved in good faith

• A NON REFUNDABLE 50% deposit on each item is payable within 24 hours of your invoice date. This takes your item(s) off the market to secure it (them) for you, and covers my time, costs, and any lost opportunities should you not pay in full or cancel at a later date.

• All invoices must be paid in full within 5 days

• Non payment will result in you losing your claims, any deposit paid, and will affect your ability to enjoy open boxes with me in the future.

• Paid boxes can be combined together to save on postage

• I sometimes have loyalty schems in place where customers may enjoy longer payment terms, no deposit and payment plans.