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Frequently Asked Questions

Below is a list of frequently asked questions. Clicking on a question will take you to the answer.

If you can't find an answer to your question here then please email us at Enquires and we will do our best to solve your problem.

Postage and delivery

How much is postage?
How long does delivery take?
Where do you deliver to?
Can I have my goods delivered to an address other than my credit/debit card address?

Payment

Can I pay safely using my credit or debit card online?
Can I pay by cheque?
Which currencies do you accept?

Refunds and Returns

Can I return my goods if I don't like them when they arrive?
What do I do if my goods arrive damaged?

Privacy

Once I've placed an order will you start sending me unsolicited emails?
What is your privacy policy?

Complaints

What do I do if I have a complaint?

Orders

How do I place an order?
How do I remove an item from my shopping basket?
How do I change the quantity of items in my shopping basket?

General Questions

Do you have all the goods on your site in stock?
Do you have a shop?

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How much is postage?

Orders over 40.00 - postage and packing is free.
Orders under 40.00 - postage and packing is just 3.50.
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How long does delivery take?

Items shown in stock will normally be dispatched within 2 working days (Monday to Friday).

If we cannot dispatch your products within this anticipated time we will email you to let you know the reason for the delay and the expected time of dispatch.

We do not charge your account until your goods are dispatched. If you are paying by cheque your goods will be dispatched within 2 working days of the funds clearing in our bank account.

When your goods have been dispatched we will email you again to inform you that your goods have been dispatched and give you an estimated date of arrival. [back to top]

Where do you deliver to?

We can now deliver to the UK, USA and Europe.

If you wish to buy from us and we do not deliver to your country please email us and let us know.

Postage and packing to the USA and Europe is automatically calculated by your Shopping Basket .

To find out how much your items will cost to ship add them to your shopping basket and choose the type of postage from the drop-down box.

The page will automatically refresh and display the postage cost based on the weight of your order.

Duties and Import Taxes are based on your country and are your responsibility. Please contact your local customs office to find out more.

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Can I have my goods delivered to an address other than my credit/debit card address?

At present deliveries can only be to the cardholders address. This is to try and combat online fraud.

If you would like us to deliver to a different address you will need to pay by cheque.
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Can I pay safely using my credit or debit card online?

Yes, crystalwellbeing.co.uk is a secure shopping site because we use the latest measures to ensure the safety of your personal and credit card details. One of the most worrying aspects of buying online is the security of personal information and credit card details. In reality, an online transaction is probably more secure than a card transaction in a shop or conducted over the telephone or by fax, as the information transmitted online is strongly and securely encrypted. We use WorldPay to process your transactions. Crystalwellbeing does not hold details of your credit/debit card. Credit/debit card details are sent directly to WorldPay using an encrypted and digitally signed protocol. The WorldPay payment system uses a combination of both established and innovative techniques to ensure the security and integrity of all sensitive data. [back to top]

Can I pay by cheque?

I am afraid we can no longer take payment by cheque. [back to top]

Which currencies do you accept?

We are able to take secure payment in pounds sterling, Euros or US Dollars. This means that if you wish to pay in any of these currencies you can select the currency from our WorldPay Payment page and your card issuer will not charge you a conversion fee.

If you wish to pay in any other currency your card issuer may charge you for the conversion. [back to top]

Can I return my goods if I don't like them when they arrive?

Yes, if a product offered by us is not as you imagined please return it to us in the same condition that you received it within 7 days, well packaged, for a full refund. Return postage costs are not refundable.

Unfortunately, because of hygiene reasons, earrings cannot be returned unless faulty.

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What do I do if my goods arrive damaged?

If an item is damaged on arrival or is found to be faulty please notify us within 24 hours by by emailing Returns or by telephone on and let us know the problem. Send your item back within 14 days and we will either replace the item or refund your money. [back to top]

Once I've placed an order will you start sending me unsolicited emails?

No, we send an automatic confirmation of each order by email and then again when we have dispatched your order we may then send a later email just to check everything is okay with your order. We will not pass your details on to third parties. [back to top]

What is your privacy policy?

Your privacy is important to us. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We have a detailed privacy and security policy.
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What do I do if I have a complaint?

If you have a complaint please email us at Customer Services or write or telephone explaining the nature of your complaint.
1. Acknowledgment of your complaint will be sent within 5 working days together with the name of the person dealing with your complaint.
2. Where possible your complaint should be resolved within 3 weeks of notification. [back to top]

How do I place an order?

Browse our shop and if you see an item that you would like to buy click on the 'buy' button. This will take you to your shopping trolley with the details of that purchase. You now have the option to amend the quantity of items, delete the item, return to our online shop or go to our secure login and payment. [back to top]

How do I remove an item from my shopping basket?

To remove an item from your shopping basket, click on the delete button next to the item in the shopping trolley. [back to top]

How do I change the quantity of items in my shopping basket?

To change the quantity of an item in your shopping basket, change the quantity next to the item and click the amend button. [back to top]

Do you have all the goods on your site in stock?

Our policy is to remove the goods we do not have in stock from our catalogue, therefore the goods you see are the ones we have in stock. [back to top]

Do you have a shop?

We closed our retail shop in Charlestown, Cornwall on the 31st October 2009, as we wanted to devote more time to our Intenet store. We therefore do not have a shop at this present time.
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