Last updated: 24 July 2026
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 your address falls outside our delivery area, we'll let you know when you get in touch, before any order is confirmed.
All items are produced and packed once your order is confirmed.
Processing time is separate from shipping time. During peak periods (e.g., school leavers season), processing may take longer.
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):
We cannot guarantee delivery by a specific date unless you have received written confirmation from us.
Shipping costs are confirmed with you directly when your order is agreed, based on order size/weight and delivery option. Any promotional/free shipping offers will be confirmed at that time and may be subject to minimum spend or other conditions.
Where available, we will send you tracking details once your order leaves our premises.
Please ensure your delivery address and contact details are correct when you place your order. 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.
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.
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 details, clear photos of the item(s) and packaging, and 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.
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).
Risk of loss passes to you upon delivery to the address provided. Title (ownership) passes to you once we have received full payment.
For shipping queries, contact: Crystal Custom Embroidery — Email: crystal.embroidery@icloud.com