FAQ

We aim to despatch your order within three working days of the order being placed. 

We strongly recommend that you select a signed for postage option at checkout for any order, (other postage options are available but taken at your own risk). 

The order will be despatched in padded bags for protection during transit.

Larger items which require a courier may take longer to be dispatched. Where possible you will receive tracking information to monitor the order’s progress. Your order may be sent in more than one parcel; each parcel will be identified appropriately. Please note that during busy periods such as Christmas there may be a delay in you receiving your order. 

All UK, European and worldwide deliveries depend on weight and the price will be shown in the shopping basket. 

Postage Charges are set by us and we are under no obligation to explain how our postage rates are calculated. Postage Charges are subject to change at any time and without prior notice. 

We Reserve the right to refuse to deliver to addresses that we believe are not secure such as communal or PO Box addresses. On such occasions we will attempt contact you to obtain further information or obtain an alternative delivery address. 

It is your responsibility to ensure that you have provided us with the correct address for delivery. We will not be held responsible if we dispatch your order the wrong address that you provided, in these instances refunds will not be issued. If you have provided a wrong address and we have not yet posted your order, then it is your responsibility to contact us as soon as possible so that we can try to amend the delivery address to the correct one. 

Under the Consumer Contracts Regulation, you have a right to cancel your order for any item purchased on The Little Crystal House website prior to the despatch of the items and receive a full refund. This does not apply to items bespoke personalised or made to order products. 

We will not be held responsible for the non-delivery (after postage) of your order. Any items not received should be enquired through the delivery method used. If you have not yet received your item and consider the item as being lost in the post then we will provide you with a copy of the proof of postage so that a claim against the postal service can be made. We will not refund any orders which are not received where we have proof that we have posted the order to you in good faith. 

We are confident that you will enjoy your purchase but if there is a reason you are not happy with it then it can be returned. From the day you received the products you have 7 days to request a refund/exchange and dispatch the products back to us. 

You will need to contact us at support@littlecrystalhouse.com with your order number/exchange request and you will be issued with a returns code. Please then send the item, UNUSED in the original condition and in the packaging they came in, at your own cost to our postal address which will be confirmed at the time of contact.  

You have to pay return shipment costs 

Upon receipt of the returned goods we will issue a full refund of the card cost. This refund policy is valid for 28 days from the date of despatch. 

Unless faulty, return postage will be met by you (the customer). If you return an item because you have changed your mind, no longer have a need for the item, it is not what you expected or for any other reason, other than it is faulty, you will be refunded the cost of the item minus the original postage price. If non faulty items are not received back in their original condition that they were sent to you then we will only refund you to the value of our wholesale price of obtaining the item (less our incurred postage costs) 

When returning items to us it is your responsibility to obtain proof of postage and it is advised that you send high value items back to us via recorded delivery. We will not be held responsible for non-delivery or missing items. Using the contact details you provide us at the time of your ordering we will acknowledge receipt of you return once received. Refunds will only be issued once items have been received by us. Refunds will be processed as soon as it is possible for us to do so via the original payment method used. If we find that the return product developed any issue due to misuse, reasonable wear and tear, or accidental damage by you then we are under no obligation to replace the item or issue you with a refund. 

Please contact us at [email protected] in the first instance with your order number.  You will be required to provide photographic evidence and the item will need to be returned to us.  We will of course refund the postage to you in this instance.   Once we have received the product, please allow 3 working days for the refund to be processed back to the same method that the order was paid with.
We will return all payments made for your order, including the costs for shipping the product to you (except for extra express delivery costs in case you didn’t choose our standard shipping method).  

Where returns have been sent to us without prior notification and authorisation from the Website Support Team, or if the item is untraceable, refunds cannot be provided. The burden of proof is that of the consumer to prove an item has been returned and to ensure it is returned safely. If returns are made at your own cost, without prior notification and authorisation from the Website Support Team, any return costs will be non-reimbursable. 

Any dimensions displayed on our website should be regarded as approximates; we will endeavour to ensure that these measurements are as accurate as possible. 

When purchasing products such as Crystals, Gemstones and Minerals etc from us it is highly likely (unless specified otherwise) that you will NOT receive the exact item shown in the picture. We will however endeavour to supply you with the best quality item of that product (at that price range) which we currently hold in stock. 

Any product images displayed on our website should be seen as a representation of what the goods look like. We cannot guarantee that the colour and appearance of the product you receive will exactly match that which is shown. The screen settings of your viewing device may have different colour settings to the ones which we use to view our images. 

We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any colour will be accurate. Most stock imagery has been taken from our supplier’s websites or by us ourselves. We will not be held responsible for any images which have been enhanced by whatever means by third party photographers. 

Crystals, Gemstones and Minerals are natural products and will at times contain natural imperfections / inclusions / cracks / scratches / blemishes etc. Any such occurrences will not cause the item be considered a faulty product (see our Returns Policy below). 

Any metaphysical, healing, mythological/legendary/fictitious descriptions attributed to any product is to be accepted for entertainment purposes only. Any healing or magical properties allocated or described for any product should only be taken at face value. Under no circumstances should any such properties replace any official medical advice; nor should you postpone/cancel/omit to obtain such medical advice as a result of obtaining or considering to obtaining these products from us. 

Once your items have been added to your shopping basket you need to checkout by selecting one of the payment methods. You can pay by debit or credit card via the PayPal links. Unfortunately, we are unable to accept cheque or cash payments.  When payment has been received you will be sent an e-mail confirming that your order has been processed, and you should retain this as your order confirmation and receipt. A receipt will also accompany the order; however, should your order be a gift, please advise us by emailing [email protected] stating your name and order number and we can omit the receipt. 

The Little Crystal House do not retain the payment details you provide. Your credit and debit card details are sent direct to the payment provider you choose during the checkout process. 

Please note that if any item is displayed as costing no value – then this is considered to automatically be a mistake on our behalf. We will not sell this item free of charge. We will either give you the option of obtaining the item at the correct price, removing the item from your order or allow you to cancel the entire order. The same applies towards any other items where we have mistakenly detailed the incorrect price. 

We reserve the right to adjust prices, offers and specifications of goods before you order and without prior notice. 

In the first instance, should you have any concerns or queries about the product(s) you have ordered through The Little Crystal House website, then please contact us at [email protected] where we will endeavour to assist you with the matter.