Crystal Custom Embroidery ("we", "us", "our"). Contact: crystal.embroidery@icloud.com. Last updated: 24 July 2026
By using our website and/or placing an order with us, you agree to these Terms & Conditions.
Crystal Custom Embroidery is a custom embroidery, printing and digitising business based in Raunds, Northamptonshire, producing personalised and made-to-order apparel, workwear, and gifts.
Orders are arranged directly with us, typically via WhatsApp after you get in touch through the website. We'll confirm details, pricing, and payment method with you directly — an enquiry is not a confirmed order until we've agreed this with you. We may decline or cancel an order if we suspect fraud, pricing errors, or production/stock issues.
Images are for illustration. Colours may vary due to screen settings. Personalised / made-to-order items include any product made specifically for you (e.g., names, year, custom design, custom text or bespoke layouts). If we provide a proof/mock-up for approval, it is your responsibility to confirm spelling, names and layout are correct before production.
All prices are shown in GBP (£) unless stated otherwise. Payment method and timing will be agreed with you directly when your order is confirmed. If payment is reversed or declined, we may cancel the order.
We ship to UK Mainland addresses only. We do not currently ship to Northern Ireland, Isle of Man, Channel Islands, Scottish Highlands & Islands, or any international locations (unless agreed otherwise in writing). Delivery options and costs will be confirmed with you directly when your order is agreed. We may use third-party couriers (e.g., DPD) to deliver your order. Please ensure your delivery address is correct — if an order is returned due to an incorrect/incomplete address or failed delivery, you may be responsible for additional delivery charges.
Many items are produced to order. Any production/dispatch dates given are estimates and not guaranteed.
If your delivery arrives with an issue (e.g., damage, missing items, or incorrect item received), you must contact us within 48 hours of delivery at crystal.embroidery@icloud.com with your order details and clear photos of the item(s) and packaging (where relevant). This helps us investigate quickly with couriers/production. This does not affect your statutory rights for faulty goods under UK law.
If your order has not entered production/processing, we may be able to cancel it. Personalised / made-to-order items may not be cancellable once production has started. If, after production has started, you and we agree in writing to pause or stop production ("Production Halt"), you agree to pay our reasonable costs incurred up to that point, including the cost of any garments already printed/embroidered/finished and any order-specific production costs already committed that cannot reasonably be re-used or resold. Any such charges will be limited to the work completed and materials committed, and will not exceed the total order value.
Non-personalised items: if your item is not personalised and you change your mind, you may request a return within 14 days of receiving it, provided it is unused, unwashed and in resaleable condition, and any tags/packaging are intact (where applicable). Return postage is your responsibility unless we confirm otherwise.
Personalised / made-to-order items: these are not eligible for change-of-mind returns, because they are made to your specification, unless they are faulty or not as described.
Nothing in these Terms limits your rights under UK consumer law, including the Consumer Rights Act 2015. If an item is faulty, damaged, or not as described, contact us and we will offer an appropriate remedy, which may include replacement, repair (where applicable), or full/partial refund. We may request photos and order details.
If a refund is approved, it will be processed via the payment method agreed with you when you placed your order. Refund timeframes depend on your bank/payment provider. If only part of an order is returned, we refund only the returned item(s) (and any required delivery element under UK rules).
Email crystal.embroidery@icloud.com with your order details, what the issue is (change of mind / faulty / damaged / wrong item / missing item), and photos (required for damaged/faulty/wrong items). Please don't return items until you receive return instructions.
Discount codes can't usually be combined unless stated. Promotions may be changed or withdrawn at any time (this won't affect orders already agreed).
All website content (logos, designs, text and graphics) is owned by or licensed to us. If you provide artwork/logos for printing, you confirm you have the rights to use them and allow us to produce the item.
We are responsible for foreseeable loss and damage caused by us. We do not exclude liability where it would be unlawful to do so. We are not responsible for delays outside our control (e.g., courier disruption, severe weather, supply issues).
Your personal data is handled under our Privacy Policy and Cookie Policy.
These Terms are governed by the laws of England and Wales, and disputes will be handled by the courts of England and Wales (unless consumer law requires otherwise).