Terms and Conditions

Terms and Conditions

Prices include VAT where applicable.  If you are VAT registered you can request a VAT invoice by email or phone.

We have a minimum order value of only £3 excluding p&p.

We’re passionate about the service we offer and that includes our approach to security. Maintaining your privacy is a priority which is why we use Sage Pay (formerly Protx), a third party payment specialist. They’re the largest independent payment processor in the UK and are compliant to the highest level in payment card industry data security standards (PCI DSS), so you can be assured that all the information you enter is safe and secure.

 

We can also accept card payments over the phone - 01743 791853. We use Sage Pay (Protx) Secure to process telephone payments.

We also accept payment by Paypal, or by Bank Transfer or Postal Order.

Paypal - It is now possible to pay with your Paypal account via our secure payment processor Sagepay - at checkout select pay by credit card and you will be presented with a list of debit/credit cards plus the option to pay with your Paypal account.  You must already have a Paypal account to use this option. 

We will usually post your order within one to two working days of receipt of your payment and we always obtain a certificate of posting. We post daily Monday to Friday.  If your order is urgent or you would like it posting the same day please either phone or email us - we are happy to help if we can.  Please note that selecting Special Delivery will not guarantee that your order is dispatched the same day as this depends on what time your order is placed. 

Stock levels - We check our stock regularly and try to make sure that items are only listed if we have them in stock. Occasionally the level shown may not be correct. We will always re-order these items and can usually have items back in stock within 10-14 days usually sooner. If we are not able to send all your order we will inform you by email and you may then choose whether to back order the balance, choose an alternative or a refund.

Contact Us
We are always happy to discuss your order by email:support@thecrystalphoenix.com or phone (01743 791853 or 0772 5364223). If there is no-one available to take your call please leave your name and the best number(landline preferred) for us to call you back and we will phone or email you as soon as possible. 

DISCOUNT - We give 5% discount for orders over £120.00 - this will be automatically deducted at checkout.

UK P&P - this option is for postage to United Kingdom addresses (Valid UK Post codes) and most BFPO addresses only.

For orders up to £30 we charge a flat rate of £2.00 only

UK Recorded Delivery - £2.80
UK Special Delivery - £7.00 (2kg limit)
UK Special Delivery (Saturday) - £10.00 (Royal Mail charge extra for this guaranteed service)
Selecting Special Delivery does not guarantee same day dispatch - we are happy to help if you contact us by email or phone and if possible we will dispatch the same day.

Special Delivery is for orders up to 2kg - over 2kg the cost is £22.70 and we will contact you with alternative options.

FREE UK standard delivery for orders over £30

Europe (Includes Ireland-Republic) P&P = £9.00 GBP for up to 500g using International Signed for service.
International P&P = £11.50 GBP based on International signed for for a weight of up to 400g

NB - We are unable to ship orders to the USA and Canada
We are happy to refund any excess charged if your order weight/value results in lower p&p cost.  If your order weighs in excess of these values and costs exceed £8-Europe or £10-Rest of World we may contact you to request the additional cost.  Some heavier items have additional p&p costs which will be added at checkout.

Import Duty - Orders delivered outside of the EU may be subject to Import Duty and Taxes depending on the value/country.  This cost is the responsibility of the purchaser.

Returns, Exchanges etc..
It is important to us that you are happy with your purchase and we ask that you contact us as soon as possible(within 7 days of delivery) if there is any problem with your order so that we can resolve the issue.

We offer a 100% refund if you decide to return any item you have purchased from us.  Please contact us within 7 days of delivery if you intend to return any items.   Items should be returned unused and in the original packaging .  You should obtain a certificate of posting or use a tracked postage method such as Recorded Delivery.  If an item is faulty we will refund the postage for returning it to us (1st or 2nd class post) once it has been returned to us and we confirm the item is faulty. (The label used by us to send your item can not be re-used and may not be posted via a Post Office or post box - if Royal Mail find post with these labels in the postal system they will not deliver it).

If you wish to exchange any item we may charge for the cost of postage to send the new item(s) to you. 

If Royal Mail are unable to deliver your item they will usually leave a card advising you to contact your delivery office to re-arrange delivery or for you to collect your package.  This is usually because a signature is required or the package won't fit through your letter box.  If you do not contact your delivery office within the time stated on the card, Royal Mail will usually return the item to the sender.   If this happens and your order has to be re-sent the cost for re-sending the order will be charged before the order can be re-sent.  Alternatively you will be offered a refund less the original postage cost incurred by us.

(Occasionally Royal Mail omit to leave a card but will still hold your package at your local delivery/sorting office.)

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