As much as we hope you’ll fall in love with your personalized 3D crystal, we also realize that people do sometimes need to return things. We hope we can still be friends! In the meantime, here’s everything you need to know about returning your custom crystal.
We can only accept returns within 14 days of delivery. If 14 days or more have gone by since you received your order, we won’t be able to offer you a refund or the option of an exchange.
We can only accept returns in their original packaging. Your item should also be in the same condition as when you received it.
We’ll need to see proof of purchase. The easiest way to send this to us is to print out your email receipt and include it with your return.
You will be responsible for covering the cost of your return.
All returns must be shipped to Laser Crystalisation, 22 Scarf Road, Poole, Dorset, BH17 8QQ
Refunds
Once we get your return in the mail, we’ll send you an email notification. If approved, your refund will be automatically applied to your original payment method. This process can take several days.
The 25% design fee built into the cost of your crystal is not refundable. This fee partly covers the time and creative labour put into personalising your crystal. Even if you decide to return your crystal, our designers still need to be compensated for their work.
We may only be able to issue a partial refund for items not in their original condition.
Fees for expedited shipping options become non-refundable once the order is shipped.
If it’s been a few days since your refund was approved and you still haven’t received it, check with your credit card company and bank. They may be able to offer you more information about why your refund hasn’t been processed yet. If they aren’t able to help, contact us at info@lasercrystalisation.co.uk and we’ll do our best to figure out what’s going on.
Exchanges
If there’s something wrong with your crystal when you receive it, we may be able to remake it. Send us a picture of the item against a dark background and let us know what needs to be fixed. Once we receive your request, we’ll let you know by email whether or not we’ll be able to remake your crystal.
Because our products are custom made, we can only remake an item if something is wrong with it. This does not include any changes our designers may make to your image in order to enhance the appearance of your 3D engraving. You can learn more about our editing process in our FAQ.
Cancellations
Part of what makes ordering from Laser Crystalisation so convenient is that we work hard to create your custom crystal as quickly as possible without sacrificing attention to detail. This means that, if you want to cancel your order, you’ll need to let us know ASAP. That way, we can put the breaks on production before we get too far. Email us at info@lasercrystalisation.co.uk and let us know your reason for wanting to cancel.
If your order is ready to ship or partially ready when we receive your request, we should still be able to cancel your order. However, we will subtract a 10% – 20% design fee from your refund for the work that has already been completed.
Missing Packages
If your package doesn’t arrive by its estimated delivery date, the first thing you should do is check its status online using the tracking number sent to you, to see if your item is still in transit. If the site claims your package was delivered, check with your neighbors and make sure it wasn’t dropped off at the wrong address.
Once you’ve ruled out the possibility of a shipping delay or misdelivery, call us at 07894 089339 within 5 days of the date you should have received your package.
Damaged Items
We do our best to ensure the safety of your item in transit, but accidents can still happen. If you receive a damaged crystal in the mail, we may be able to remake it. Before we can proceed, here’s what needs to happen on your end.
Open your package when it arrives. Once your item is delivered, you’ll have a limited window of time to notify us of any damage. The sooner you examine your crystal, the more likely it is that we’ll be able to help you if anything is wrong.
Send us photos of the damage. In order to determine the best way to proceed, we’ll need to assess the condition of your item. We’ll also need to see the packing materials and shipping container it arrived in. You can email your photos to us at info@lasercrystalisation.co.uk
Contact us within 48 hours of delivery. Our customer service team will be available to help you between 9AM-9PM.
