FAQs

Thank you for taking the time to reading our FAQ's. If your question is not answered here please contact us by telephone or email.  We welcome any comments or enhancements so please do not hesitate to contact us at cs@crystaledge.co.uk.

How much does delivery cost?
Are my credit card details safe?
Are all items you stock shown on your website?
How are your products priced?
What is the VAT rate?
My order is Urgent!
Where do you deliver to?
What happens if you can't deliver to my address?
Can I order a product as a gift?
Can I order online and collect from your warehouse?
Can I place a bulk order for my business?
Can I pre-order an out of stock item?
What payment options are there?
When is payment taken?
What happens if the product I've ordered isn't in stock?
Why do I need to give you an e-mail address?
What is your delivery policy?
How long will it take for my order to be sent out?
How do I cancel my order?
How can I find my password?
How can I contact customer services?
I e-mailed customer services, but I haven't had a reply yet.
My order hasn't arrived, what should I do?
I have received other items ordered after yours?
I have received the wrong products. What should I do?
My item has been damaged in transit, what should I do?
How do I return an item?
Do you cover the cost of postage if I return the item back to you?
What are my statutory rights?

Q: How much does delivery cost?

A: We offer FREE standard delivery on all of our items. Express deliveries are available but at an additional cost (please refer to individual listings for these prices as they are based on item weight).

Q: Are my credit card details safe?

A: Yes, your payment card details will always be kept secure. We only retain limited payment card details, which are used for verification and fraud prevention. We do not retain your credit card number, other than the last four digits which will appear on your invoice. This is used if you return products back to us, to confirm we are refunding to the correct payment card.

Q: Are all items you stock shown on your website?

A: We are constantly expanding our product range and are working to increase the number of products available online. There will be exciting new ranges available over the coming months.

To keep up to date with the latest product information, please continue to visit our shop or sign up to our newsletter.

Q: How are your products priced?

A: Our prices are listed in pounds sterling (£), and are inclusive of VAT. The price you are charged will always be the current selling price for the items you have ordered.

Q: What is the VAT rate?

A: The current VAT rate applicable on all of our items is 20%.

Q: My order is Urgent!

A: Please make a note stating that the item is required urgently either by leaving a note at checkout, by email at cs@crystaledge.co.uk or you can call us on 0116 2763196*. Alternatively you can select an express service so either Royal Mail Special Delivery Next Day or Parcel Force 24 and we will try our best to dispatch the item same day. Y

*Standard UK Rate Call (Monday - Friday 9:00am - 6:00pm)

Q: Where do you deliver to?

A: We can deliver to any part of the United Kingdom. We can also deliver to the Channel Islands and the Isle of Man. We also deliver to Mainland Europe, USA and Australia.

Sometimes there may be problems delivering to the specific address which you have given us. If this happens, we will contact you to discuss this.

Q: What happens if you can't deliver to my address?

A: Sometimes there may be problems delivering to the address which you have given us.

If this happens, we will contact you to discuss this.

Q: Can I order a product as a gift?

A: When packing the item we only enclose a packing slip, which does not have any information relating to price on it. Unfortunately we do not currently offer any sort of gift wrapping service but we do try to ensure that the packaging is neat and secure.

If you would like your order sent to an alternative address please make a note of the address either by leaving a note at checkout, by email at cs@crystaledge.co.uk or you can call us on 0116 2763196*, but please ensure you provide us with the full shipping address and make sure the postcode is correct.

We do not take any responsibility for orders being sent to an incorrect or incomplete address and you may be charged for redelivery.

*Standard UK Rate Call (Monday - Friday 9:00am - 6:00pm)

Q: Can I order online and collect from your warehouse?

A: Yes you can collect from our warehouse in Leicester. Please arrange a collection time by ringing us on 0116 2763196*.

*Standard UK Rate Call (Monday - Friday 9:00am - 6:00pm)

Q: Can I place a bulk order for my business?

A: Whilst we welcome business orders, the products sold from this website are intended for sale to and use by domestic customers. They are not necessarily suitable for non-domestic or commercial use. There is no specific method for placing a bulk order, but if the quantity of items you want is available you will be able to order it. We reserve the right to charge an additional delivery charge for very large orders. If we intend to do this, we will contact you to discuss this.

Q: Can I pre-order an out of stock item?

A: We do not currently offer the option of pre-ordering an out of stock item, as it is not always possible to restock popular lines. To keep up to date with the latest product information and to see if an item is back in stock, please continue to visit our shop.

Q: What payment options are there?

A: We accept payment via PayPal, or normal credit/debit card checkout on any of the following payment cards:

Visa
American Express
MasterCard
Delta
Maestro
Solo

We will only accept your offer to purchase a product or products from us where payment for such product or products is being tendered by a credit card or debit card which is registered in the United Kingdom, or payment is being made by any of the accepted methods listed above.

To keep up to date on the latest developments with our website, please continue to visit our shop.

Q: When is payment taken?

A: Payment is taken at the time of order; once the order has been placed payment will be required. Your items will be dispatched once the payment has successfully cleared.

Q: What happens if the product I've ordered isn't in stock?

A: Our website system is designed to ensure that stock levels are always accurate, and that products ordered are available. Unfortunately, there may sometimes be errors, and products which are available from our website may be out of stock in our warehouse. If this happens, we will contact you to inform you of the error and we will only ship any items from your order which are in stock.

You will not be charged for out of stock items.

Q: Why do I need to give you an e-mail address?

A: We need your e-mail address in order to send you important information about your order, including order confirmations and parcel tracking details.

If you do not provide an e-mail address, you will not be able to place an order.

Q: What is your Delivery Policy?

A: Please see our delivery policy.

Q: How long will it take for my order to be sent out?

A: Once you place your order, we will pick your items from our warehouse, and pack them for dispatch. If the order is placed by 2pm then we will try our best to dispatch the same day otherwise it will be dispatched the next working day, please find further details below:

Order placed and payment cleared by: Dispatched on:
Friday After 2pm, Saturday, Sunday Monday
Monday before 2pm, Tuesday before 2pm Tuesday
Wednesday before 2pm Wednesday
Thursday before 2pm Thursday
Friday before 2pm Friday
Special Delivery/ Parcel Force 24 We will try our best and post up to the deadline, if possible we will try and do a same day despatch.

Delivery is normally within 1-2 working days for 1st class post and 3-5 working days for standard post. All of our parcels are shipped via Royal Mail or Parcel Force. If tracking numbers are available then these will be sent to you by email. So you can keep up to date with the progress of your delivery.

Q: How do I cancel my order?

A: Once your order has been placed, if you wish to cancel your order you will need to call our customer services team on 0116 2763196* who can cancel your order for you, please call immediately to ensure the parcel is not dispatched.

However if the item has already been dispatched then you will need to refuse delivery of the parcel, or accept the delivery and return the goods back to us at your own cost. Please click here for details on how to return items back to us.

*Standard Rate Call (Monday - Friday 9:00am - 6:00pm)

Q: How can I find my password?

A: If you have forgotten you password, you can use the password recovery function on the login screen to request a reminder. Please note that customer services are not able to reset passwords or provide them to you.

Q: How can I contact customer services?

A: We hope that our FAQs and help pages will provide the answers to your questions, but if you can't find what you are looking for our Customer Services team will be more than happy to help. Customer Services can be contacted by phone on 0116 2763196* or via e-mail at cs@crystaledge.co.uk.

Alternatively, you can write to us at:
Website Customer Services
Crystal Edge.co.uk
8A King Edward Road
Leicester
LE5 4DB

Please note that the customer services team can only discuss the details of an order with the person who placed it and may not be able to deal with e-mail queries unless they are sent from the e-mail address which you have registered with us.

To ensure that you receive your reply and it does not get filtered through as junk mail; please include cs@crystaledge.co.uk in your list of friends.

*Standard Rate Call (Monday - Friday 9:00am - 6:00pm)

Q: I e-mailed customer services, but I haven't had a reply yet.

A: Please allow at least one working day for us to deal with your query. You should also check the settings of your e-mail client or webmail account to make sure that our reply has not been blocked by your spam filter. To avoid this, you can add cs@crystaledge.co.uk to your list of friends.

Q: My order hasn't arrived, what should I do?

A: You should allow at least five working days for delivery after receiving a confirmation of dispatch email from us for your order.

If after 5 working days you have still not received your items, you can contact customer services by phone on 0116 2763196* or via e-mail at cs@crystaledge.co.uk.

Some items are sent via a tracked service and a tracking number would have been sent to you by email, you can use this to keep track of the progress of your parcel.

To ensure that you receive your reply and it does not get filtered through as junk mail; please include cs@crystaledge.co.uk in your list of friends.

Alternatively, you can write to us at:

Customer Services
Crystal Edge.co.uk
8A King Edward Road
Leicester
LE5 4DB

Please note we cannot ask Royal mail to investigate a missing parcel or make a claim for it until 15 working days have passed from the date of dispatch.

*Standard Rate Call (Monday - Friday 9:00am - 6:00pm)

Q: I have received other items ordered after yours?

A: This is not unusual. Royal Mail routes may differ depending on parcel origination and destination locations. Packets can also be mis-routed resulting in items being 'lost' for many days. Please be assured your order will arrive.

Q: I have received the wrong product. What should I do?

A: If your order is incorrect, you can return the unwanted item(s) back to us by post for a refund or an exchange, if the item is still in stock. Please ensure you enclose a copy of the invoice or the packing slip and make a note on it stating 'Incorrect item received' and detail which item you should have received instead.

Please click here for details on how to return items.

Q: My item has been damaged in transit, what should I do?

A: If you find that a product is damaged when you receive it, please return the damaged item back to us by post for a refund or an exchange, if the item is still in stock. Please ensure you enclose a copy of the invoice or the packing slip and make a note on it stating 'Damaged item' and detail which item is damaged and how.

Please click here for details of how to return items.

Q: How do I return an item?

A: Please see our returns policy.

Q: Do you cover the cost of postage if I return the item back to you?

A: Please note that you are responsible for the cost of returning the items back to us unless the items sent are damaged or have a manufacturing defect or if we sent you the wrong item.

Q: What are my statutory rights?

A: We want you to be happy with your purchase, but we know that occasionally you may want to return items. That is why we have a 14 day returns policy. In addition, by law, you have the right to cancel the purchase of an item within seven working days after the date the item was delivered. To cancel your purchase within the seven-working-day cooling-off period you will need to send the item to us, together with a letter telling us you wish to cancel.

We can only accept cancellations where the goods are posted to us at:

Crystal Edge.co.uk - Returns Dept
8A King Edward Road
Leicester
LE5 4DB

You will need to pack the cancelled item(s) securely and send them to us so that we receive it within seven working days of the day after the item was delivered to you. We advise you use a recorded-delivery service for returning cancelled goods. Please note that you are responsible for the costs of returning the cancelled items to us (unless we sent you the wrong item, or the item is damaged or defective).

If you try to cancel without returning the goods, we will arrange for them to be collected from your address. This will be at your cost, and is likely to be significantly more expensive than returning them to us by post. We will issue your refund once we receive notice of your cancellation and the item.

For more information on your right to withdraw from your purchase within the seven working days cooling-off period, visit the Citizens advice website at: https://www.citizensadvice.org.uk/consumer/changed-your-mind/changing-your-mind-about-something-youve-bought/

This FAQ answer is not a complete statement of your statutory rights. For more information on your statutory rights, you should speak to your local Trading Standards office.