Shipping policy
1. Shipping areas We currently ship to UK Mainland addresses only. We do not ship to the Channel Islands, Isle of Man, Northern Ireland, Scottish Highlands & Islands, Scilly Isles, BFPO or international destinations unless agreed in writing before ordering. If you place an order outside our delivery area, we may need to cancel and refund the order (or contact you to arrange an alternative, if possible).
2. Processing times (order preparation) All items are produced and packed once your order is confirmed.
Standard items (non-personalised): typically processed within 5–7 working daysPersonalised / made-to-order items: typically processed within 10–14 working days (depending on complexity and order volume)
Processing time is separate from shipping time. During peak periods (e.g., school leavers season), processing may take longer.
3. Delivery methods and times We use reputable couriers (often DPD or an equivalent service). Delivery estimates are guidelines and begin once your order has been dispatched. Typical delivery times (UK Mainland):
Standard delivery: usually 1–3 working days after dispatch
Express delivery (if offered at checkout): usually next working day after dispatch
We cannot guarantee delivery by a specific date unless you have received written confirmation from us.
4. Shipping costs Shipping costs are shown at checkout and are calculated based on your order size/weight and delivery option selected. Any promotional/free shipping offers will be shown at checkout and may be subject to minimum spend or other conditions.
5. Tracking and dispatch confirmation Where available, we will send a dispatch confirmation email with tracking details once your order leaves our premises.
6. Delivery address responsibility Please ensure your delivery address and contact details are correct at checkout. If an address is incorrect or incomplete and the parcel is returned or delivery fails, you may be required to pay additional shipping charges for re-delivery.
7. Missed deliveries, safe places, and delivery instructions If you provide delivery instructions (e.g., safe place/leave with neighbour), you do so at your own risk. Once the courier marks the parcel as delivered in line with your instructions, we may not be able to replace it free of charge.
8. Damaged, missing, or incorrect items (reporting window) Please inspect your order on delivery. If your order arrives damaged, incorrect, or with missing items, you must notify us within 48 hours of delivery. Contact us at crystal.embroidery@icloud.com with:
your order number
clear photos of the item(s) and packaging
a short description of the issue
If you contact us after 48 hours, we may be unable to make a claim with the courier and your request may be declined.
9. Lost parcels / delivery delays If tracking shows a parcel is delayed, please allow extra time in case it is held at a depot. If your parcel appears lost, contact us and we will open an investigation with the courier. Investigations can take several working days. Where the courier confirms loss, we will offer a replacement or refund (subject to stock availability and verification).
10. Title and risk Risk of loss passes to you upon delivery to the address provided. Title (ownership) passes to you once we have received full payment.
11. Contact us For shipping queries, contact: Crystal Custom Embroidery Email: crystal.embroidery@icloud.com