EVERYTHING YOU NEED TO KNOW ABOUT BUYING FROM

THE CRYSTAL LODGE (LONDON) LIMITED

Payment

On Ebay we only accept PayPal for both UK and international orders.  Other methods of payment are available on our website.  We prefer that payment is made within 3 days of you reserving an item.  If for some reason, you can’t do this, please ask first!  You do not need to wait for an invoice from us, unless you are purchasing more than one item, in which case, just let us know you have completed your shopping, and we’ll adjust your shipping charges accordingly.

What happens next

Your items will be securely wrapped with plenty of packaging material to protect them.  We use new cardboard boxes for this purpose, rather than recycle old ones, as they afford better protection. 

All items have been checked and inspected for quality and are security marked.  If for any reason you wish to return an item, our security marks must still be on the piece, otherwise we cannot refund you.  This protects us from those people who attempt to defraud sellers by swopping their non-mint pieces for the newly arrived mint piece and then attempting to get a refund. 

Shipping

We aim to despatch on the same working day (Monday to Friday) if you order early enough, or next working day if its too late to go same day.  We have our own franking machine, and Royal Mail collect directly from us every weekday (Monday to Friday).  Orders received late on Friday and through the weekend are despatched on Monday, although this doesn’t really hold it up as franked mail receives greater priority via Royal Mail, as does anything collected from our premises.

For the UK, including Channel Islands we use 1^st class recorded delivery for the majority of parcels, and Special Delivery for those of a higher value.  I’m afraid we do not have facilities for you to either view items in advance or to collect them from us.  For international orders, we use airmail with international signed for service, and occasionally Airsure. 

While on the subject of international deliveries, please do not ask us to under-value a parcel because of Customs fees, or mark an item as a “gift”.  This is fraudulent and we cannot get involved in such things.  Please check ahead of buying internationally, whether any import duties will be applied to your goods.

WE COMBINE SHIPPING – JUST LET US KNOW YOU HAVE FINISHED SHOPPING, AND WE WILL ADJUST THE SHIPPING CHARGE ON YOUR INVOICE FOR YOU.

When the item arrives

We would appreciate it if you left positive feedback for us on receipt of your goods, so that we know they have arrived safely.

Refunds

If you have purchased the wrong item by mistake, then we may agree to refund you, but you will be required to fund the return postage yourself.  If, on the rare occasion that an item is damaged in transit, we would ask that you return it to us still in its original packaging.  If we have a replacement item, we will send it out to you by return, if not, we will refund you once the item has been received. 

If you are sending something back, please let us know first so that we can discuss options and make sure there is someone here to receive your parcel.  Any packages/letters and returns etc should be sent to our PO Box address, not the Registered Company address.  The Registered Company address is not a shop and no stock is held there.

Any problems/questions

If there is a problem – please contact us first, rather than leaving negative feedback or low star rankings.  If you don’t feel you can give a good star rating – again, explain to us first, as we can resolve the issue for you. 

Last but not least

The items listed in our Ebay shop represent only a small proportion of those on our website.  We stock Silver Crystal, annual and limited editions, Crystal Memories, Crystal Paradise, Christmas ornaments, Home Accessories, Functional items including paperweights, candleholders, clocks, boxes, vases and picture frames, along with the SCS renewal and joining gifts, special and rare pieces which were limited by number or to a specific country, empty boxes, certificates, dealer items, third party/collaborative pieces and designer signed pieces.  We are also the sole stockist of the Warner Blue Ribbon Books in the UK, and we also sell a wide range of display material to enhance your collections, and loads more!

If there is something you are looking for and can’t find it – just e-mail us through Ebay or directly at sales@thecrystallodge.co.uk. We have a lot of specialist knowledge and contacts around the world, so if we don't have the item in stock we can track it down for you!

Buy from us with complete confidence - we are a limited company, registered with Companies House.  We have a long trading history and are the only company recommended by Swarovski UK to clients seeking to buy or sell retired pieces.