Most frequent questions and answers

How do I order on your website?

When you find an item you wish to purchase simply click the add to basket button near the item and it will be added to your shopping cart.  You may be required to choose your desired colour in the drop down menu if there are multiple colour options for your item.  Repeat this step for each item you wish to purchase and when you are done shopping, you can click the shopping icon in the top right area of the screen and it will take you to your shopping cart where all of your items will be listed.  You can then add any discount coupon at this point and choose your shipping option and click the proceed to checkout button.  From here you will be taken to the checkout page to enter your billing and shipping details. 

If you ever have any questions about the ordering process please get in touch and we will be happy to assist.    

How much is shipping?

Our shipping prices start at £1.95 for standard 1st class shipping with Royal Mail.  We offer 1st class signed for at £3.95, Special Delivery standard at £8.95 and Special Delivery including Saturday at £15.95.  Please see our shipping and returns page for more detailed information..

How soon do you ship items after an order is received?

We aim to ship items within 1-2 business days upon receipt of an order.  This is because many of our items are handmade when the order is received.  If for any reason an item will take longer than this before being shipped then we will always contact you regarding this.  You receive an electronic notification when we receive your order and when your order is shipped so you are always kept informed of the progress of your order.

I have a discount code, how do I use it?

There is a box in the shopping cart for you to enter any coupon/discount code and the applicable discount will then be applied.  There is also another opportunity in the checkout to enter a discount coupon at the top of the page.  Simply enter your code and if it is valid, your new total should automatically be updated. 

What if I want to return an item?

We hope that every customer is happy with their order.  

In accordance with the Consumer Contracts Regulations which came into place in 2014, the customer has 14 days from the time the goods are received to cancel their contract and return goods at their own expense without having to give a reason.  Items must be returned at the expense of the customer in unused, brand new and resalable condition.  Customers should notify The Crystal Cove® prior to returning any items.   

A refund cannot be issued until the goods are received new and undamaged in full saleable condition.  
It is the responsibility of the buyer to pay return costs unless an error has been made by us or if an item is received damaged during transit.  The cost of return postage will depend on the size and weight of the item.  We recommend you consult www.royalmail.com for costs.

If you wish to return an item to us that was sent in error or was received damaged please contact us prior to return for us to determine the most appropriate return method

Please contact us prior to returning an item.  

Please refer to our terms and conditions for further details

What payment methods do you accept?

We use a Paypal shopping cart system to ensure our customers get the most security when shopping with us.  You can choose to use a Paypal account or alternatively you can enter your card details if you do not have a Paypal account.

I can’t find the answer to my question, what should I do?

If you have any questions you can contact us in various ways: 

email: info@thecrystalcove.co.uk

Phone: 01554 401208

You can also use the contact us form at the top of the page