Delivery And Returns Policy

DELIVERY

Pictures over the value of £70 are sent via Royal Mail’s special delivery service which means it is insured against loss or damage and should be received by 1pm on the day following postage.

Pictures costing under £70 are sent by 1st class recorded delivery.

Every order is tracked to your door.

For maximum peace of mind, all orders are sent with tracking straight to your door. You can easily track your order on the Royal Mail website with the information tracking code we send to you on the dispatch of your order.

What if you are out when your order arrives?

For delivery in the UK, you will have the option of nominating a safeplace where parcels can be left if nobody is at home. Royal Mail will notify you which safeplace location has been delivered to if you do make use of this option. If you do not make use of this option, they will leave a “Something for you” card and you can arrange redelivery to your own address, free to another address in your postcode area or, for a small fee, to your local Post Office branch. You can arrange this on the Royal Mail website at https://www.royalmail.com/personal/receiving-mail/redelivery.

For EU and Rest of the World deliveries, arrangements will vary but you should track your parcel and follow the relevant instructions and you may have to go and collect your parcel from the nearest delivery office of the relevant Royal Mail partner.

What if your order doesn’t arrive when you expect?

If your delivery is more than the number of days specified above and you are not able to locate your parcel using the tracking service, please contact us. We will then do everything we can to track down your order.

Delivery to the EU and the Rest of the World.

All deliveries to the EU and the Rest of the World are made through the Royal Mail tracked international service. Deliveries to the EU should be made within 5-7 days and deliveries to the Rest of the World will be between 5 and 10 days depending on the destination.

Import duties, customs and taxes.

You will be liable for all import duties, customs and taxes levied by the country your order is being shipped to. These will be due at the point of, or after, delivery. We are not liable for these charges, and they unfortunately cannot be reimbursed or refunded by us. If you are unsure of the charges, please contact your local customs office to find out more information.

Returns What if my order arrives damaged or there is a fault?

Whilst we hope this never happens, if you do receive damaged goods please contact us immediately at carol@thecrystalhive.com so we can personally assist you and sort out your problem as quickly as possible.

  • If the picture can be repaired, it will be repaired free of charge.
  • If the picture is damaged beyond repair, it will be replaced.
  • Before a replacement is made the damaged picture must be returned to The Crystal Hive.

Simply email carol@thecrystalhive.com and we will allocate a Returns Authorisation number for you, and give you all the details you need.

Please use a registered postal service to return goods and keep a record of the tracking details – We are unable to replace a picture damaged in the post until the damaged picture has been returned to The Crystal Hive.

Are returns free?

The shipping costs incurred for returning a picture to The Crystal Hive for an exchange are not covered or reimbursed by us.

Where do I send my return to?

We have a studio based in Droylsden near Manchester and will provide you with the full address when we allocate your Returns Authorisation number to you.

How long does it take for my exchange to be processed?

All our items are handmade to order and can take weeks and even months to create depending on size and the complexity of the design.

You will be advised on the estimated time required to replace or repair your picture.

We will do our very best to get your picture back to you as soon as possible.

If you are initiating a return, we try our best to reply with your Returns Authorisation number within 24 hours.