Delivery & Returns Information
Orders will be dispatched the same day (Monday to Friday) if placed and paid for before 11am midday UK time.
UK DELIVERY
As a small business orders are dispatched 4 days of the week Mon-Thursday. Please reach out if next day delivery is required as postage collection times vary and we can advise if this is possible.
Our standard postage to the UK is sent by Royal Mail First Class Recorded delivery and is expected to arrive in 1-2 working days. This however is not guaranteed but the postal service aim to deliver these as quick as possible.
INTERNATIONAL DELIVERY
International postage time can vary depending on where you are in the world. The average is about 10 working days (not including weekends) however it can take longer depending on customs processing time and shipping.
Overseas orders will be dispatched by Royal Mail International Signed For and delivery will require a signature upon arrival. For urgent orders, courier service is available, please contact us via email for a quote.
Customers outside of the UK will be subject to import duties depending on the value of your order. We (Crystal Chaos) are not responsible for any customs duties, they are the responsibility of you the customer.
With effect from the 1st July 2021, the exemption on VAT and duties on orders below €22 will end for goods being sent to EU destinations. All orders of any value will now be subject to import VAT and duties. So, although we will not charge VAT on your order at point of sale, you may be charged import fees in your own country.
DELAYED/LOST DELIVERIES
All of our parcels are sent recorded. Therefore when delivered, the tracking updates and confirms its arrival to you. The postal service has a certain amount of time that this must occur in, and if it takes longer than this the parcel can be presumed lost and we can open a case with the postal service to issue you a full refund. Please be aware, this can take some time for them to process the case. The required wait time to consider a parcel missing is as follows.
For orders inside of the UK, 15 working days are required for the parcel to be considered missing and submit a claim. This does not include weekends.
For international orders, 25 working days are required for the parcel to be considered missing and submit a claim. This does not include weekends.
If you are in the USA, USPS is responsible for the delivery of your package. If the tracking status says 'delivered' but you dispute this, you must contact USPS asap.
RETURNS
You must contact us in advance to approve a return.
Products can not be returned once opened. We offer a 7 day cooling off period on all unopened products on the condition that: The goods have not been used, purposely damaged or tampered with in any way.
You must contact us within 7 days to advise us of the return and the item must be returned with 14 days.
The safe return of the item is your responsibility.
Once the item has been received we will issue a refund. Please note: The refund is for the cost of the goods only, not the delivery charges.
Any goods found to be faulty/damaged can be returned for a full refund or a replacement at no extra cost. You must contact us within 7 days to advise us of the fault/damage.
Items that have been automatically returned to us by the postal service due to an error or a failure to collect the parcel also can not be refunded until it is back with us which can be a long process. Therefore please be sure to collect your missed parcel asap.
(Please be aware we are not a shop, just a small office! So sadly we can not take any orders in person and accept no visitors at this time.)
Returns Address-
Letterbox No.36Crystal Chaos
Suite F17
Northwich Business Centre
Sheath Street
Northwich
Cheshire
CW9 5BF
United Kingdom